Job Ref: GLE3306
Branch: Gleneagles Townhouse
Location: Gleneagles Townhouse, Edinburgh
Salary/Benefits: £42,305 per annum
Contract type: Permanent
Hours: Full Time
Hours per week: 39
Posted date: 24/05/2026
Closing date: 07/07/2026
COME AND JOIN US . . .
We are currently seeking a highly organised, experienced and supremely professional Guest Experience Manager with an incredible eye for detailto play an integral role in our multi-faceted team.
The on target earning potential for this role is £42,305 per annum - comprising a base salary of £35,305 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:
- Running the day-to-day operation of the department, you’ll make sure every element runs smoothly and without a hitch
- You’ll take huge pride in ensuring every guest is welcomed warmly to Townhouse, ensuring all interactions are both efficient and tailored to suit. You’ll be an ambassador for our property, Edinburgh and beyond
- Remembering our guests specifically and with your team, always striving to find that “unique detail” where we can customise, and make very special, their time with us
- You’ll be visible to our guests, involved in all aspects of their stay; building strong, engaging, and sustainable relationships that make our guests feel welcome, valued, and recognised
- Supporting the organisation, personalisation, and hosting of our VIP guest visits, you’ll be ensuring they have an engaging experience and that the wider operational teams have the key information they need to deliver
- Building strong relationships with multiple stakeholders across Townhouse is key, working together to create an incredible guest journey of the highest possible standard
- You’ll have responsibility for covering Night Manager and Duty Manager shifts, determined by our business needs
- Identifying training and development needs for your team, you’ll ensure each member is well equipped with skills and resources they need to be successful. As a leader, you’ll ensure their confidence is high and champion initiative, charisma, and positivity
- Showing empathy and respect for all your team members, ensuring an effective and efficient handover to the leadership team of the day’s events
- Ensuring your team are maximising revenue by upselling all aspects of accommodation, wellness, and food beverage
- You’ll have responsibility and take the lead in the creation and implementation of protocols, processes and routines required to continue to develop our people and product
- Ensuring a seamless delivery for all guest requests and bookings, in addition to processing and handling specific and accurate billing; always maintaining guest confidentiality and security, following GDPR guidelines to enhance our guests’ stay, obtaining and recording accurate information on guest profiles for future stays
- Controlling and effectively monitoring your own PL and Budget, you’ll continually appraise the financial health of your department identifying opportunities for both improvement and efficiency.
- Accountable for the recruitment and retention of your team, ensuring we’re identifying potential and continuously developing our people for the future
- Actively following all Forbes, LQA, AA and Gleneagles standards at every interaction with our guests, in person and by phone
- Interacting with our guests, 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're looking for:
- You have extensive luxury experience, in a similar role, and a wealth of examples demonstrating your ability to deliver truly remarkable guest experiences; creating stand out, exceptional service for our guests is your obsession
- Self-motivated, you know just how to inspire this motivation in others, and you love to actively share your knowledge and experience
- 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 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 BB 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 programme
- 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-rata 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
If you are our next Guest Experience Manager,please forward your most recent CV to us today!
INDLP
Pay: £42,305.00 per year
Work Location: In person
