Ballathie House Hotel | Perthshire, Scotland
Ballathie House Hotel is looking for an experienced, warm and highly professional Guest Relations Executive to join our Guest Relations Team and play an important role in delivering an exceptional experience from the moment a guest books until after they leave.
Ballathie is a four-star Scottish country house hotel on the banks of the River Tay in Perthshire. We are looking for someone who understands that excellent guest relations goes far beyond traditional reception duties. This is a hands-on role combining guest service, reservations, team leadership, communication and commercial awareness.
The Role
As Guest Relations Executive, you will be one of the principal points of contact for our guests and will take ownership of the guest journey.
You will lead the Guest Relations Team while working closely with Housekeeping, Food & Beverage, Kitchen, Maintenance, Sales & Marketing and senior management to ensure that every department has the information required to deliver a seamless experience.
Your responsibilities will include:
- Leading, training and motivating the Guest Relations Team.
- Ensuring a warm, professional and personal welcome for every guest.
- Overseeing arrivals, departures, reservations and guest communications.
- Reviewing upcoming arrivals and identifying VIPs, returning guests, celebrations and special requirements.
- Ensuring guest preferences and relevant information are accurately recorded and communicated.
- Taking ownership of guest requests and ensuring they are followed through.
- Handling complaints confidently and professionally and resolving issues before they escalate.
- Maintaining excellent communication between Guest Relations and all hotel departments.
- Ensuring reception and public-facing areas are always immaculately presented.
- Managing room allocations and working with Housekeeping to maximise operational efficiency.
- Encouraging room upgrades, dining reservations, afternoon tea, experiences and other appropriate opportunities.
- Developing relationships with returning guests and helping increase repeat business.
- Supporting reservations and maximising direct bookings.
- Helping guests discover everything Ballathie and Perthshire have to offer.
- Maintaining high standards of administration, cash handling and hotel procedures.
- Managing rotas and ensuring appropriate Guest Relations coverage.
- Supporting the hotel's sales and marketing activities, particularly weddings, private functions, events and guest experiences.
- Working as part of the management team to continually improve standards and the overall guest journey.
Who We Are Looking For
We are looking for someone who is naturally hospitable and genuinely enjoys looking after people.
The successful candidate should be:
- An experienced hotel receptionist, front office supervisor, duty manager, assistant front office manager or guest relations professional ready for their next step.
- Confident leading and developing a team.
- Warm, personable and comfortable engaging with guests from the UK and overseas.
- Highly organised with excellent attention to detail.
- A strong communicator, both verbally and in writing.
- Calm and professional when dealing with complaints or unexpected situations.
- Commercially aware and comfortable recommending upgrades, dining and experiences.
- Able to recognise guests and build genuine relationships with returning customers.
- Comfortable using hotel PMS, reservation and online booking systems.
- Flexible and willing to be hands-on when required.
Previous experience within a four- or five-star hotel or quality country-house hotel would be particularly valuable.
What Makes This Role Different
We don't see Guest Relations as simply a reception function.
The Guest Relations Executive should understand the complete guest journey — before arrival, during the visit and after departure.
You will have the opportunity to help shape how Ballathie communicates with its guests, develops its Guest Relations Team and creates the personal touches that turn a good hotel visit into a memorable one.
For the right person, this is an opportunity to become a highly visible and important member of the management team at one of Perthshire's established country-house hotels.
What We Offer
- Competitive salary, dependent upon experience.
- Full-time permanent position.
- Meals whilst on duty.
- Staff accommodation may be available if required.
- Staff benefits and hotel discounts.
- Training and development opportunities.
- The opportunity to contribute directly to the continued development of Ballathie and its guest experience.
Apply
Please apply through Indeed with your CV and a short covering note explaining why you would like to join Ballathie as our Guest Relations Executive.
We are particularly interested in hearing from candidates who believe that genuine hospitality is about recognising the individual guest rather than simply completing the check-in process.
Pay: £27,000.00-£30,000.00 per year
Benefits:
- Discounted or free food
- On-site parking
Work Location: In person
