Guest Relations Manager - The Gleneagle Hotel

at  The Gleneagle Hotel

The 4* Gleneagle Hotel & INEC Arena is currently recruiting for a Guest Relations Manager to join its management team. This is a senior role and will report to the Deputy General Manager. This role will lead the Guest Relations team overseeing all aspects of the guest stay and interacting with all departments in the hotel to ensure we are delivering on our 4* guest experience at all touchpoints.
This role will suit someone who has previous experience at Head of Department level in a 4 or 5* hotel, or has worked in a Guest Relations management role in retail or other hospitality setting. The successful candidate will be committed to and focused on pursuing a culture of excellence with their own team and the wider hotel team and does their best work in a collaborative manner as they will work with multiple stakeholders. This role will be generally but not exclusively day time shifts between 9am and 7pm and will include some weekend work. We are open to working with the successful candidate around hours of work that match with their home life commitments.

Main responsibilities:

• Laser focus on co-ordination and planning - Looking ahead at business coming in and forward planning and managing the workload around this, including rostering, communication to own team and other teams, organising different aspects of the guests stay including social events both within and outside of the hotel and administration to support same, working particularly closely with the call centre and front desk and day porters.
• Linking in with other departments - to work with all departments to encourage delivery of a seamless guest experience, to assist in team member training on guest care, to foster a culture of knowledge and eagerness to share knowledge with guests on all inhouse, local and regional attractions and places of interest to maximise the guest overall experience through education, organisation of tours, visits.
• Managing guest feedback - Oversee a culture of excellence and continuous improvement - co-ordinate the process of guest feedback, ensuring all guest feedback is collected via multiple sources, responded to appropriately and in a timely manner, is fed back to the relevant departmental managers and corrective action is taken in a consistent manner
• Guest advocate - to continuously review the guest offering, looking at guest feedback, at trends, competitor analysis and challenge all departments to do more to meet and exceed our guest needs, always looking for improvements and never accepting less than excellence. To be that persistent and resilient voice at the management meeting advocating for our guests with management colleagues and helping to drive consistency of delivery regardless of guest mix, volume, time of year etc.
• To manage the Guest Relations team - overseeing scheduling and execution of pre arrival guest phone calls and all guest communication, rostering, team communication, learning, development & mentoring.

Skills and experience

• 3 years at HOD level in 3, 4 or 5* hotel preferably with experience of volume, experience with front office systems
• Proven ability to manage a team to its full potential
• Exceptional organisational ability, laser focus on attention to detail
• Brilliant communicator, able to communicate well with a wide range of stakeholders, proven ability to bring people with you and to bring out the best in them
• Strong IT skills

Our offer to you:

• Uniform provided
• Discounted freshly ground coffees, cappuccinos, lattes in our hotel shop
• Equal opportunity for training and career development with the Gleneagle Group
• Paid internal and external training days
• Free use of gym, 25m swimming pool, jacuzzi, steam room, sauna, squash courts, tennis courts, pitch & putt
• Complimentary bus to and from town centre
• Free onsite car parking
• Free meals, tea & coffee on duty
• Discounted leisure club membership for family members
• Special rates for family and friends in our hotels and self-catering properties
• Discounted dining rates for family for special occasions
• Paid online training prior to starting
• Employee referral bonus
• Employee of the Month
• Annual Employee Gala Awards Event
• Annual staff party and children’s party
• Staff discount on gifts in our hotel shop
• 2-night stay for two people in a hotel of your choice after 12 months service
• Discounted tickets for specific INEC or hotel entertainment events
• Access to trained mental health first aiders
• Access to the Quiet Room

• Laser focus on co-ordination and planning - Looking ahead at business coming in and forward planning and managing the workload around this, including rostering, communication to own team and other teams, organising different aspects of the guests stay including social events both within and outside of the hotel and administration to support same, working particularly closely with the call centre and front desk and day porters.
• Linking in with other departments - to work with all departments to encourage delivery of a seamless guest experience, to assist in team member training on guest care, to foster a culture of knowledge and eagerness to share knowledge with guests on all inhouse, local and regional attractions and places of interest to maximise the guest overall experience through education, organisation of tours, visits.
• Managing guest feedback - Oversee a culture of excellence and continuous improvement - co-ordinate the process of guest feedback, ensuring all guest feedback is collected via multiple sources, responded to appropriately and in a timely manner, is fed back to the relevant departmental managers and corrective action is taken in a consistent manner
• Guest advocate - to continuously review the guest offering, looking at guest feedback, at trends, competitor analysis and challenge all departments to do more to meet and exceed our guest needs, always looking for improvements and never accepting less than excellence. To be that persistent and resilient voice at the management meeting advocating for our guests with management colleagues and helping to drive consistency of delivery regardless of guest mix, volume, time of year etc.
• To manage the Guest Relations team - overseeing scheduling and execution of pre arrival guest phone calls and all guest communication, rostering, team communication, learning, development & mentoring