Gleneagles
Operational Training Manager
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COME AND JOIN US
We are currently seeking an engaging, service-lead and development-focused Operational Training Manager to join our People team.
The Operational Training Manager will lead the design, delivery and continuous improvement of operational training across Gleneagles. Working closely with our operational leaders, Service & Quality Assurance Manager and the wider People Team, you'll ensure your colleagues have the skills, knowledge and confidence to deliver exceptional guest experiences every day.
With an initial focus on our Food & Beverage and Rooms divisions, you'll shape and deliver practical learning that responds to business priorities, identified standards gaps and the needs of operational teams. A key priority will be the successful delivery and embedding of the new F&B Academy, alongside future operational academies and skills pathways across the business. This is a visible, hands-on role requiring strong operational credibility, an energetic and adaptable facilitation style, and the ability to read the room. You'll understand the varied experience, confidence and learning preferences across our workforce, turning business needs into relevant, engaging learning that works in practice.
You'll also work flexibly to support the needs of our business; sometimes an early bird catching the first rays of the day or a night owl thriving later in the evening, including the occasional weekend.
ABOUT GLENEAGLES
One of the world’s most iconic luxury hotels and sporting retreats, Gleneagles has been making memories for a century. Crowned ‘Employer of the Year’ at the 2024 Cateys and Number One Resort in the UK & Ireland by readers of the Travel + Leisure for their 2025 World’s Best Awards, 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 permanently to develop a career, some work seasonally, while others have a 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.
Location; Auchterarder, just off the A9. Gleneagles is also within easy reach of a number of Scottish towns and cities: Edinburgh City Centre (1hr), Glasgow or Dundee (50mins), Stirling and Perth (25mins).
Here's a bit more detail on what we see you doing in this role:
- Supporting our Service & Quality Assurance Manager to understand skills and knowledge gaps identified through quality assurance activity, audits, guest feedback and operational observation; designing and delivering targeted interventions that address the root cause of identified standards gaps
- Leading the operational training agenda across Gleneagles, with a particular focus on Food & Beverage and Rooms while supporting priorities across the wider business, including the implementation, delivery and ongoing development of the new F&B Academy and support the development of a Rooms Academy
- Building strong relationships with operational leaders to understand capability needs, agree the scope of support, clarify roles and timescales, and define what success will look like
- Translating operational requirements into practical, engaging learning pitched appropriately for our audience, reflecting the realities of hospitality operations, applying these immediately on the job
- Delivering training directly where specialist support is needed, while building the confidence and capability of departmental trainers and leaders; reviewing the effectiveness of training, using feedback, performance data and operational insight to improve our approach
- Working with operational subject matter experts to create credible, high-quality learning content; creating clear skills pathways that support colleague development, confidence and internal progression
- Championing The Gleneagles Way, ensuring learning consistently reinforces our expected standards, behaviours and guest experience, and supporting our leaders to embed learning through effective briefings, coaching, observation and feedback
- Translating operational requirements into practical, engaging learning, pitched appropriately for the audience, reflecting the realities of hospitality operations, ready to be applied immediately on the job
- Delivering training directly where specialist support is needed, alongside building the confidence and capability of departmental trainers and leaders
- Reviewing the effectiveness of training, using feedback, performance data and operational insight to improve the approach
- Building strong relationships with our operational leaders to understand capability needs, agree the scope of support, clarify roles and timescales, and define what success will look like.
- Working with operational subject matter experts to create credible, high-quality learning content, creating clear skills pathways that support colleague development, confidence and internal progression
- 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
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The kind of person we're looking for:
- You have fantastic experience in designing and delivering operational training in luxury hospitality or other high-quality, service-led environments; experience in developing academies, skills pathways, train-the-trainer programmes or service standards interventions would be advantageous
- Highly credible with operational teams, you have a first hand practical understanding of the pressures and realities of delivering exceptional service
- A credible facilitator, you can read the room, adapt your pace and approach, and engage colleagues with varying levels of experience, confidence and learning needs
- You have strong stakeholder contracting skills, including agreeing scope, responsibilities, timescales and measures of success
- Experienced in managing learning projects or programmes from concept through to implementation and evaluation, you have a collaborative and organised approach, with the flexibility to balance planned programmes and emerging operational needs
- 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
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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!
- Eligible employees can access the Octopus EV Car Scheme, offering the opportunity to drive a brand-new electric vehicle
- Free ‘pay day’ lunch and monthly drinks offers
- 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 B&B 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
- Subsidised, single occupancy, en-suite accommodation available on our grounds
Investment in your future
- Pension scheme, including an enhanced option for eligible employees
- 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
Supporting your wellbeing
- Access to a range of discounted health assessments through Nuffield Health for eligible employees, supporting a proactive approach to wellbeing
- Employee Assistance Programme, offering support and confidential advice for you and your family when you need it most
- Monthly recognition programme
- Volunteering day every year with a charitable partner of your choice
- Gleneagles Cycle Scheme, helping you spread the cost of the bike you really want while reducing your carbon footprint
If you are our next Operational Training Manager, please forward your most recent CV to us today!
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