Guest Services Manager

Auchrannie Resort; Brodick; On-site; GBP 27,000 - 36,000; Full time

Benefits offered by this job

Live-in accommodation

Job summary

Auchrannie Resort on the Isle of Arran is seeking a proactive Duty Manager to oversee operations across the resort, driving guest experience, safety, and service excellence. You will monitor business levels, support managers, and respond to feedback from guests and reviewers to continuously uplift satisfaction.

Ideal candidates bring extensive hospitality experience, strong leadership, and a calm, organized approach; a full driving licence is essential, with modern live-in accommodation

Qualifications

• Experience in hospitality including duty management at a 4/5 star hotel/resort.
• Confident, engaging manager with excellent people skills.
• Calm under pressure in busy environments; identify priorities quickly.
• Trustworthy and reliable to run the Resort in the absence of the Resort Manager/Director.
• Strong F&B operational experience; comfortable supporting bar/restaurant service.
• High level of computer literacy; respond to guest feedback directly and via review sites.
• Desire to learn and pursue personal growth and professional development.
• Full driving licence.

Responsibilities

• Be a visible, pro-active manager across all areas of the Resort.
• Monitor business levels and provide support to managers and team members.
• Pro-actively monitor safety and security of guests and staff.
• Monitor and respond to guest reviews across channels.
• Analyse guest feedback and provide strategic direction to improve satisfaction.
• Respond to guests' needs and add value to their experience.
• Prepare and present guest satisfaction reports to Leadership and Management.
• Provide daily briefs on business levels and priorities.
• Motivate team members to maintain a positive workplace culture.

Skills

Duty management

People skills

Customer service

F&B operations

Computer literacy

Driving licence

Job description

About Auchrannie

Situated on the beautiful Isle of Arran on the West Coast of Scotland, Auchrannie is a unique resort with two 4-star hotels and over forty 5-star luxury self-catering lodges and retreats. In addition to our luxury accommodation, we deliver amazing dining experiences across our restaurants, as well as the chance for our guests to relax in our incredible leisure facilities and book a treatment in our ASPA, Scotland’s first island destination spa

About the Role

Reporting to the Resort Manager, you will be a pro-active and visible manager across all areas of the Resort acting as Duty Manager and a key support for guests and team members alike. You will actively look for opportunities to enhance the guest experience by monitoring, reviewing and responding to guest feedback and presenting guest satisfaction reports to the leadership and management teams.

In this role you will:

• be a visual presence around the Resort, actively looking to enhance the guest experience.
• ensure that you are fully aware of business levels at all times and provide support to managers and team members across the resort as required.
• pro-actively monitor and ensure the safety and security of guests and team members across the Resort.
• monitor and respond to guest reviews through all feedback channels including 3rd party platforms.
• analyse guest feedback and provide strategic direction to continuously improve our overall guest satisfaction rating
• respond to guests needs and anticipate opportunities to add value to the guest experience.
• prepare and present guest satisfaction reports to Leadership and Management teams.
• provide daily briefs to the management team on business levels and daily priorities.
• pro-actively engage will and motivate all team members to help maintain a positive and happy workplace culture.

To be suitable for this role you will:

• demonstrate experience in all areas of hospitality including duty management at a 4/5 star hotel/resort property.
• be a naturally confident and engaging manager who demonstrates excellent people skills.
• calm under pressure, able to work in a busy environment and with the ability quickly identify priorities for the day.
• be trustworthy, capable and reliable to run the Resort in the absence of the Resort Manager/Resort Director.
• have strong food and beverage operational experience and comfortable to support bar and restaurant service is required.
• have a high level of computer literacy with experience of responding to guest feedback directly and through review sites.
• show a desire to learn and continue personal growth and professional development
• have a full drivers licence

This role presents a great opportunity for the right candidate to continue to develop their hospitality career in an award winning Scottish Resort. Knowledge of first aid and Scottish Licensing laws would be an advantage. Modern Live in accommodation is available.