Gleneagles
Guest Relations Manager – Personal Concierge
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Guest Relations Manager – Personal Concierge
About the Role
We are seeking an exceptional, intuitive, and highly detail-oriented Guest Relations Manager – Personal Concierge to lead and deliver unparalleled, bespoke experiences for our most distinguished guests.
This pivotal management role is responsible for overseeing every aspect of the guest journey—from pre-arrival planning to departure, ensuring each stay is seamlessly tailored and flawlessly executed. Working closely with our Suite guests, you’ll:
- Anticipate needs and curate personalised experiences
- Create unforgettable moments that exceed expectations at every touchpoint
- Coordinate guest preferences, bespoke suite set-ups, private dining, exclusive activities, celebrations, and special requests
- Lead with precision, discretion, and genuine care
The on-target earning potential for this role is £38,807 per annum on a 39-hour contract, based on a base salary of £33,807 plus an estimated £5,000 in gratuities and service charge.
About Gleneagles
One of the world’s most iconic luxury hotels and sporting retreats, Gleneagles prides itself on creating unrivalled adventures for guests. Gleneagles has been crowned ‘Employer of the Year’ at the 2024 Cateys Awards and ranked Number One Resort in the UK & Ireland by Travel + Leisure (2025).
We believe our people should feel as valued as our guests and offer flexible working including varied contract types, shift patterns, and accommodation to suit individual commitments.
Location: Auchterarder, just off the A9. Close to Edinburgh (1hr), Glasgow/Dundee (50mins), and Stirling/Perth (25mins).
Key Responsibilities
As the Guest Relations Manager - Personal Concierge, dedicated to VIP suite guests, your role spans pre-arrival to post-departure, encompassing:
- Crafting bespoke experiences: Develop detailed itineraries and curate tailored stays aligned to guest desires, including all inquiries from inquiries made.
- Averting attention-to-detail: Work hands-on with the Housekeeping team to inspect suites and bedrooms, ensuring flawless presentation.
- Engaging discreetly and professionally: Gather expectations from guests and provide proactive service through every stage of their visit – from special local adventures to grand celebrations.
- Collaborating across departments: Harmonise with teams to deliver a seamless experience, ensuring seamless guidance for personalised suites and meticulous resistance to guest preferences.
- Maintaining guest loyalty: Leading esteemed guest loyalty initiatives, utilization of available amenities, and ensuring VIP recognition programs reflect local preferences and spending history.
- Innovating exceptional experiences: Introduce inventive perks, add surprises, and create mind-blowing stays for our most privileged clients.
- Resolving issues professionally: Handle guest concerns and implement data-driven solutions to expand profiles, categorization of VIPs, and relevant guest histories for smooth, tailored stays.
- Supporting off-season planning: Manage suites temporarily during downtimes, prepare for future arrivals, and assist broader Guest Relations efforts.
- Ensuring flawless hygene: Partner with Housekeeping and Early Maintenance teams to tender suites professionally and mend essential repairs on time.
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Hourly framework operates between 10:00 AM - 8:00 PM with adaptability for late guest inquiries, otherwise supported by the broader Guest Relations Executive Team.
Requirements & Ideal Candidates
Seeking an ambitious candidate with:
- Essential experience: Roles within Luxury Hospitality, most preferably in Guest Relations, Concierge, Front Office, Butler, VIP Services or Personal Concierge, with direct responsibility for hosting influential guests.
- Detail-focused mentality: Pushing boundaries to craft exquisite stays, using guest preferences, interests, traits, past stays to foster meaningful moments.
- Outstanding interpersonal skills: The ability to forge lasting connections and earn trust, whereof pure discretion and attentional ambience.
- Organisational prowess: Ensuring exceptional attention to detail during efficient guest request scheduling via meticulous individuals and consistent responsiveness.
- Passionate leadership: With an extraordinary sense of pride in your service and dedication to upholding the Gleneagles brand.
- Problem-solving mindset: Immediate cultural resolution of issues with a callous demeanour.
- Team collaborative spirit: Strong communication adeptness, punctuality, punctilious organization with fun.
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Why Work with Us?
Gleneagles values its employees by offering the following benefits:
- 30 days Paid Holiday – Rising with service duration
- Seasonal & Social Events to ease workloads
- F&B Discounts:
- 50% off Food & Beverage, Country Pursuits, Spa, Hair Salon (Mon-Thurs); and
- Free access to the Golf Driving Range.
- Golf membership for an annual fee of £50 with comprehensive coverage over three Championship courses.
- Flexi-Perkbox: Earn reusable points ready to redeem for personal or group rewards.
- Free Payday Lunches and Monthly Drinks Discounts
- Referral Scheme with attractive rewards
- "Be our Guest" Perk: Stay gratis for up to two nights per year at Gleneagles or Gleneagles Townhouse at £95.00 per night after 12 months of service.
- Complimentary loyalty for friends and family.
- Extended Discount across 50% off at wider Ennismore brands (London, Paris, Rome, Dubai, Doha, various worldwide locations)
- Accommodation: Subsidized single-room, en-suite arrangements on the Gleneagles Estate available.
- Pension & Life Insurance Scheme designed to enhance your future security.
- Employee Assistance Programme: Encouraging confidential, professional support for you and your family whenever needed.
- Personal & Professional Development:
- Internal Career Advancement: Opportunities to specialize further or pursue different roles.
- Recognizing Your Contributions: Every month, acknowledgments honoring within multiple delineations.
- Volunteer Day: Allocated charitable hour (with your choice) yearly.
- Gym Membership Access: Enjoy complimentary access to staff grounds.
- Cycle Scheme – Partner with Gleneagles: Reducing footprint costs with bikes that suit as transpires unique.
- Additional Educational & Skills Support: Investments in external programs and qualifications for broadening industry relevance.
Gratuities constitue: Set service charges and tips are pro-rated to all full-time roles. In 2024 estimates support extended equivalent earnings reach £5,000 annually alongside annual salary.
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