Guest Experience Lead — Highland Retreat (Pension)

Garner Eight Acres Elgin; Elgin; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Pension Scheme

Discounted Hotel Stays across our 7H

Discounted Food and Beverage acrossour

Job summary

Peoplebank is seeking a motivated Guest Service Manager to lead our guest relations team at a premier hotel in Scotland. You will ensure outstanding service delivery across all guest touchpoints and play a key role in enhancing guest satisfaction, managing performance, and upholding the hotel's reputation for excellence.

You will develop service standards, handle complex guest issues, train staff, and collaborate with other departments to deliver seamless experiences while maintaining compliance

Responsibilities

• Lead and manage the guest service team to deliver exceptional hospitality
• Develop and implement service standards and guest engagement strategies
• Handle complex guest issues, complaints, and feedback with professionalism and urgency
• Monitor guest satisfaction metrics and drive continuous improvement initiatives
• Coordinate with other departments to ensure seamless guest experiences
• Train, coach, and motivate guest service staff to achieve high performance
• Manage guest service budgets, resources, and operational workflows
• Oversee reservation management and front desk operations as needed
• Ensure compliance with brand standards, health & safety, and regulatory requirements

Job description

Peoplebank is seeking a motivated Guest Service Manager to lead our guest relations team at a premier hotel in Scotland. You will ensure outstanding service delivery across all guest touchpoints and play a key role in enhancing guest satisfaction, managing performance, and upholding the hotel's reputation for excellence.

You will develop service standards, handle complex guest issues, train staff, and collaborate with other departments to deliver seamless experiences while maintaining compliance