Guest Experience Supervisor

The Gleneagles Hotel; City of Edinburgh; Hybrid; GBP 33,000 - 40,000; Full time

Benefits offered by this job

30 days holiday

50% discount on Food & Beverage, Spa,

Job summary

The Gleneagles Hotel in Edinburgh is seeking a Guest Experience Supervisor to lead the on-shift Guest Experience team with hands-on involvement. You will build strong relationships with guests and members, ensuring every interaction is memorable and personalised, while guiding your team to deliver exceptional service.

Responsibilities include managing day-to-day operations, coordinating check-ins and reservations, and identifying unique touches to enhance stays.

Qualifications

• Highly organised and supremely professional with attention to detail.
• Experience in a guest-facing supervisory role in hospitality.
• Strong leadership and communication skills with a customer-first approach.

Responsibilities

• Lead the Guest Experience team on shift, providing hands-on support and building guest relationships.
• Oversee day-to-day shift operations to ensure smooth service and memorable interactions.
• Identify unique details to personalise each guest experience and drive upselling opportunities.
• Manage check-in, check-out and dining reservations with efficient processing and information sharing.
• Collaborate with stakeholders across Townhouse to create exceptional guest journeys.
• Develop and implement protocols to grow the team's capability and performance.
• Maintain guest confidentiality and GDPR-compliant data practices.

Skills

Leadership

Guest service

Organised

Communication

Job description

COME AND JOIN US . . .

We are currently seeking highly organised, experienced and supremely professional Guest Experience Supervisor with an eagle eye for detailto play an integral role in managing a multi‑faceted team.

The on target earning potential for this role is £39,995 per annum - comprising a base salary of £32,995 plus a qualified estimate of £7,000 in gratuities and service charge.* As a member of the Gleneagles team, you will also enjoy a fantastic range of perks, benefits and rewards

ABOUT GLENEAGLES

For the past century we’ve been making memories at our iconic hotel and sporting retreat in rural Perthshire. Gleneagles Townhouse, our luxury hotel and members’ club on St Andrew Square, Edinburgh, has created an exciting new chapter in our history. Crowned ‘Employer of the Year’ at the 2024 Cateys, and retaining our Michelin Guide - One Key Distinction for the second year in 2025, everything we do is about surpassing expectations and creating unrivalled adventures for our guests.

WORKING AT GLENEAGLES

We’re devoted to making our people feel as valued as our guests. In 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 to develop a career, some work full‑time, while others have a part‑time schedule to fit around their personal commitments. However long you plan to stay with us and whatever hours you’d prefer to work, we’re open to flexible working requests and offer hours, shift patterns and contract @types to suit everyone.

Here’s a bit more detail on what we see you doing in this role:

• You’ll have responsibility for leading our Guest Experience team whilst on shif, hands on, assisting your team, you’ll be ever present building relationships with our guests, members and non‑resident guests, ensuring each interaction is memorable and personable.
• Running the day‑to‑day operation of the shift within the department, you’ll make sure every element runs smoothly and without a hitch
• You’ll remember our guests specifically, and you and your team will strive to find that “unique detail” so that we can do everything within our gift to customise, and make very special, their time with us
• Taking huge pride in ensuring every guest is welcomed warmly to Townhouse and providing efficient processing of their check in, check out or dining reservation; you’ll also provide fascinating information on all aspects of the property and surrounding area
• Ensuring your team are maximising revenue by upselling the facilities, you’ll play your part in ensuring our guests enjoy a unique experience; you’ll make the appropriate reservations and ensure detail is key
• Building strong relationships with multiple stakeholders across Townhouse is key, working together to create incredible member and guest journies of the highest possible standard
• You’ll have responsibility and take the lead in the creation and implementation of the protocols, processes and routines required to continue to develop our people and that the team perform to their highest possible level
• Maintaining guest confidentiality and security at all times, you’ll follow GDPR guidelines to enhance our guests’ stay, obtaining and recording accurate information on guest profiles for future stays
• Actively following all Forbes and Gleneagles standards at each and every interaction with our guests, in person and by phone
• Showing empathy and respect for all of your team members, ensuring an effective and efficient handover to the leadership team of the days events.
• Interacting with our guests is, 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.

The kind of person we are looking for:

• You’re self‑motivated and know just how to inspire this motivation in others; you’re also keen to actively share your knowledge and experience
• Creating stand out, exceptional service for our guests is your obsession; you take huge pride in delivering bespoke experiences
• Your attitude and approach are always fresh; no matter how many times an issue has been presented to you, to your guest it’s the first time
• Greeting each guest warmly by name, you take time to really listen and understand their individual needs, always exceeding their expectations
• Actively promoting the Townhouse, you’ll constantly look for opportunities to always enhance the guest experience
• Taking great pride in all that you do, you know your contribution is critical for both our guest and your team member experiences.
• You maintain a high standard of personal presentation through very particular grooming, always presenting a professional and organised working environment
• Highly motivated and possessing an immense sense of pride in your work; you're 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; you're 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

What’s in it for you:

Time to let your hair down

• 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

Treats in your pocket

• Flexi points into your Perkbox wallet 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!
• A generous ‘refer a friend’ scheme

Be our guest

• 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 LA...to name just a few

Investment in your development and wellbeing

• 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 programmeI noticed the closing tag for this list item is missing a slash. The correct closing tag should be
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• 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

*About gratuities & service charge:

• 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‑ratio basis regardless of your role.
• It is estimated that in 2026, our full‑time employees can expect to receive around £7,000 in addition to their annual salary

INDO