Guest Services Manager

Auchrannie; Scotland; Presencial; GBP 28.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Accommodation provided

Descripción de la vacante

Auchrannie, located on the Isle of Arran, seeks a proactive Duty Manager to oversee guest experience across the resort and support guests and team members. You will monitor feedback and report satisfaction to leadership while ensuring safety and smooth operations.

Reporting to the Resort Manager, you will be a visible presence, respond to reviews, and drive continuous improvements in guest satisfaction. Modern live-in accommodation is available for the right candidate.

Formación

• Experience in hospitality including duty management at a 4/5 star property.
• Strong people management and guest service focus.
• Proficient computer literacy and ability to respond to guest feedback online.

Responsabilidades

• Act as Duty Manager and visible presence across the resort.
• Monitor business levels and provide support to managers and teams.
• Proactively monitor safety and security for guests and staff.
• Respond to guest reviews and feedback across channels.
• Prepare and present guest satisfaction reports to leadership.
• Brief management on daily priorities and activity.

Conocimientos

Hospitality experience

Duty management

People management

Customer service focus

Computer literacy

Driver's license

Descripción del empleo

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.