Guest Relations Manager

We are currently seeking a caring innovative and adaptable Guest Relations Managerto join our Guest Relations team and play a vital role ensuring our guests are surprised delighted and pampered before during and after their stay.

The Front of House team at Gleneagles create the first and last impressions for our guests. Were at the heart of the hotel welcoming every guest from the moment they are collected by our Glen Drivers to our Linkman wishing them a fond farewell. Every step of our guest journey from check-in through to departure has to be seamless and consistently exceed expectations. Our vision is to create the most incredible experiences ensuring a service thats unique bespoke and tailored to our guests requirements. We remember our guests specifically and we strive to find that golden nugget about each one so that we can do everything within our gift to customise and make very special their time with us.

The on target earning potential for this role is 40865 / per annum based on a 39 hour contract - comprising a base salary of 35865 plus a qualified estimate of 5000 in gratuities and service charge.* As a member of the Gleneagles team you will also enjoy a fantastic range of perks benefits and rewards.

One of the worlds most iconic luxury hotels and country retreats Gleneagles has been making memories for a century. Crowned Employer of the Year at the 2024 Cateys and Number One Resort in the UK & Ireland by readers of the Travel Leisure for their 2025 Worlds Best Awards everything we do is about surpassing expectations and creating unrivalled adventures for our guests.

Were devoted to making our people feel as valued as our this way we strive to support the whole you not just the professional part but the personal part too. People join our team for all sorts of reasons. Some work here permanently to develop a career some work seasonally while others have a schedule to fit around their personal commitments. However long you plan to stay with us and whatever hours youd prefer to work were open to flexible working requests and offer hours shift patterns and contract types to suit everyone.

Location; Auchterarder just off the A9. Gleneagles is also within easy reach of a number of Scottish towns and cities: Edinburgh City Centre (1hr) Glasgow or Dundee (50mins) Stirling and Perth (25mins).

• A key member of the Front of House leadership team youll be involved in every detail from pre-arrival to ensuring rooms are ready by 3pm; youll spend your day ensuring each element of our operation is slick and exceptional
• Youll be instrumental in the daily running of our business; youll lead the morning meetings and play a vital role in the duty manager rota
• Striving to see our service through our guests eyes youll take every opportunity to ensure their experience is incomparable
• Ensuring our guests are warmly welcomed and bid farewell from Gleneagles in a manner absolutely in keeping with their expectations
• Greeting and receiving key and influential guests embracing the opportunity to deputise for our senior management team
• Continuously creating innovative personalised amenities and touchpoints to wow our guests and arranging every detail for special occasions such as marriage proposals and celebration stays
• Communicating and handing over all relevant operational and guest-related information to the team and importantly to the relevant business areas teams across the estate
• Liaising with our Meetings and Events teams building strong working relationships supporting pre-planning and pre-meetings to ensure all guest expectations are exceeded
• Managing with your team correspondence from guests post-departure satisfaction surveys and pre arrival arrangements ensuring all guest concerns are resolved swiftly and professionally always protecting our financial operation
• Together with your team youll be responsible for ensuring our guest profiles are updated and complete VIP codes are precise and the Weekly VIP Grid presented throughout the hotel is accurate and informative
• Ensuring our Guest Relations Lounge is in an impeccable condition at all times and being present when possible to check in check out or host VIP guests in this area.
• Interacting with our guests always warm professional helpful and doing everything you can to exceed their expectations; playing your part in making their stay with us luxurious in every way

• Ideally youre already established in a similar Guest Relations role with an outstanding customer service track record
• Internally you build relationships on trust and by truly understanding what your stakeholders need always fulfilling your promises; externally you build relationships through warmth curiosity and compassion nurturing these relationships for the longer term with a sharp eye on the needs and priorities of the business
• Enthusiastic confident humble and warm; you like working in an environment where things move and flex your positive and proactive approach sets you up for success
• An early bird some days and a night owl others youll be working flexibly during the week and weekends leading from the front and by example
• Youre up for doing things differently and trying (almost) everything once!
• Highly motivated and possessing an immense sense of pride in your work; youre passionate about delivering the high standards for our guests in line with the Gleneagles brand
• You have a positive can do attitude to solving problems in a professional and courteous manner
• A strong team player with great communication skills and an enthusiastic approach; youre well organised and punctual with an eagle eye for detail
• You want to be part of a team that works hard supports each other and above all has fun along the way

• 30 days holiday (including bank holidays) that increases with service
• Seasonal parties and local social events
• 50% discount on Food & Beverage Country Pursuits Spa and Hair Salon (Mon-Thurs) and the Golf Driving Range
• Golf Membership (with access to all 3 championship courses) for 50.00 per annum

• Flexi points into yourPerkboxwallet to spend as you choose. The points can be spent immediately or you can save them up over a number of months for perks that cost that little bit more. All this gives you greater choice so you can pick the things that mean the most to you!
• Free pay day lunch and monthly drinks offers
• A generous refer a friend scheme

• Stay with us as a guest at Gleneagles or Gleneagles Townhouse for up to 2 nights per year at 95.00 per night a benefit available upon completion of 12 months service
• Friends & Family discounted rate of 225 - 275 B&B per night at Gleneagles
• Enjoy discounted rooms and restaurants rates with up to 50% off across the wider Ennismore brands and hotels located across some spectacular locations including London Paris Rome Dubai Doha Rio NY Chicago and name just a few
• Subsidised single occupancy en-suite accommodation available on our grounds

• Pension scheme
• Life Insurance
• Employee Assistance Programme offering support and confidential advice for you and your family when you need it most
• Ongoing investment in your personal development with access to internal and external training qualifications and programmes
• Internal career opportunities across a wider range of specialisms and departments
• Monthly recognition programme
• Volunteering day every year with a charitable partner of your choice
• Gleneagles Cycle Scheme to spread the cost of the bike that you really want and reduce your carbon footprint

• Gratuities (tips) and service charge (an additional charge added to our room rates and services across the hotel that is passed directly to our employees) are paid on a pro-rata basis regardless of your role
• It is estimated that in 2026 our full-time employees can expect to receive around 5000 in addition to their annual salary

If you are our next Guest Relations Manager please forward your most recent CV to us today!

INDMP