Guest Experience Supervisor: Luxury Front Desk Lead

The Gleneagles Hotel; Auchterarder; On-site; GBP 33,000 - 41,000; Full time

Benefits offered by this job

30 days holiday

Seasonal events

Discounts on Food & Beverage

Golf membership

Perkbox benefits

Staff gym access

Cycle Scheme

Job summary

The Gleneagles Hotel in Auchterarder, Scotland is seeking a Guest Experience Supervisor to lead front-of-house guest interactions, manage check-ins/outs and upsell estate experiences. You will help deliver luxury service across all touchpoints and mentor a passionate team to exceed guest expectations.

You’ll be responsible for ensuring flawless guest journeys, maintaining GDPR-compliant handling of guest data, and collaborating with multiple departments to create memorable experiences for every

Qualifications

• Proven track record in customer service.
• Strong communication and interpersonal skills.
• Ability to lead and motivate a team.
• Aptitude for upselling and revenue opportunities.
• Professional presentation and grooming standards.
• Discretion with guest information and GDPR awareness.
• Flexible approach to shift patterns and hours.
• Positive, proactive problem-solving mindset.
• Commitment to delivering luxury guest experiences.
• Team collaboration across hotel departments.

Responsibilities

• Welcome and assist guests with check-in/check-out efficiently.
• Upsell activities and experiences across the estate.
• Coordinate guest transport and driver bookings as needed.
• Settle folios within 24 hours and monitor credit policies.
• Review reservations, assign rooms and manage availability.
• Lead shift, coordinate reception flow and handovers.
• Maintain guest confidentiality per GDPR guidelines.
• Uphold Forbes and Gleneagles service standards.
• Assist onboarding and training of new team members.
• Participate in hotel committees and projects.
• Resolve guest concerns with warmth, professionalism and creativity.

Skills

Customer service

Communication

Teamwork

Attention to detail

Job description

The Gleneagles Hotel in Auchterarder, Scotland is seeking a Guest Experience Supervisor to lead front-of-house guest interactions, manage check-ins/outs and upsell estate experiences. You will help deliver luxury service across all touchpoints and mentor a passionate team to exceed guest expectations.

You’ll be responsible for ensuring flawless guest journeys, maintaining GDPR-compliant handling of guest data, and collaborating with multiple departments to create memorable experiences for every