Assistant Guest Experience Manager - Transport

  • Job Reference: CAM1161
  • Date Posted: 31 March 2021
  • Recruiter: Cameron House
  • Location: Cameron House, Loch Lomond
  • Salary: On Application
  • Bonus/Benefits: £25,000 gross per annum plus excellent Company benefits
  • Sector: Hotels
  • Job Type: Permanent

Job Description

ASSISTANT GUEST EXPERIENCE MANAGER - TRANSPORT AND LUGGAGE SERVICES

We have a unique opportunity for an Assistant Guest Experience Manager to join our team ahead of our hotel re-opening this summer.

Though a short drive from Glasgow, Cameron House feels a million miles away from everyday life. Set in 400 acres of beautiful Scottish countryside, it's considered one of the country's finest 5-star luxury resorts. Home to a world-class spa with rooftop infinity pool, 18-hole championship golf course, five-star accommodation, impressive restaurants, a marina, and a choice of exhilarating and relaxing outdoor activities.  

For meetings and conferences, Cameron House provides a truly flexible choice of function spaces in a truly memorable setting, while our extensive corporate offering also includes a range of team-building and social activities.

The romantic setting of Loch Lomond also makes Cameron House the perfect place for spectacular weddings. We can tailor bespoke wedding for guests, from intimate celebrations and larger events for up to 400 guests, or anything in between. 

Add all the above together, and we have something very special, all that's missing could be you.

 

THE ROLE - ASSISTANT GUEST EXPERIENCE MANAGER (TRANSPORT AND LUGGAGE SERVICES)

The main scope of the role is to assist the Guest Experience Manager in managing Door Hosts, Drivers and Porters to provide exceptional levels of tailored hospitality on arrival and departure and throughout our guests stay.

Key things you will be responsible for:

   Organising transport, porterage, hosting and valet parking services to meet the week's requirements
   Hosting your day-to-day operation, present and accessible to guests and your team
   Maintain the presentation and cleanliness in the turning circle, doorway and lobby
   Define, manage and supervise consistent delivery of exceptional guest service standards in your area
   Sharing first Class knowledge of all resort facilities, enhancing the guests experience through recommendation and direction around facilities and activities.
   Communication with all teams through daily shift briefings, handovers, monthly meetings and the use of our systems
   Effective handling, resolve and operational follow up of feedback 
   Attendance at Weekly operational/business sheet meetings and pre event meetings
   Arranging resources in line with operational demand and budgets
   Organising rotas and work plans, holiday entitlements and requests
   Recruitment, induction, and ongoing training and progression of your team
   Providing feedback and managing performance through probationary reviews, 1:1s and appraisals. 
   Duty Management
   Meet all legal requirements to keep guests and employees safe, and the business compliant with statutory obligations.

 

WHO WE ARE LOOKING FOR

We recruit people with widely varying personalities from different walks of life and backgrounds. While we don't have a typical' employee, there are some specific qualities or traits we look for.
   People who want to achieve great things - your interest in us suggests you have the ambition, drive and determination to meet challenges head on.
   People who are naturally friendly - who genuinely care about our guests and the service they receive.
   People who will always go beyond what our guests expect from us to make their stay a special and memorable one.
   People who show the same level of care for their team, as our guests - It's about supporting our colleagues to be the best they can be and to do the best job they can.
   People who will respect and protect the magical place we work in - it's up to all of us to look after our environment and never take it for granted.

 

TO BE ELIGIBLE TO APPLY YOU WILL ALSO NEED:

   HND/Degree in Hospitality, or related field or equivalent, or equivalent experience
   Experience of working in a quality hotel environment essential, and Front Office Concierge or Guest Relations experience is beneficial
   Excellent communication skills verbally and in writing
   Ability to quickly build rapport and strong working relationships, with a flexible approach to work to meet operational demand
   Exceptional interpersonal skills, and passion for service excellence
   Initiative, creativity and ability to solve problems
   Competent IT skills with knowledge of Office software, and ability to use hand held technology
   Full UK Driving Licence 
   IOSH Managing Safely and First Aid at Work an advantage

WHAT'S IN IT FOR YOU?

At Cameron House we can offer fully funded, work-based training and development. Everything from apprenticeships, structured work experience in other businesses and supported scholarships through to graduate programmes, specialist craft training, and formal qualifications up to HND and Degree level.

We offer a generous range of employee benefits and, given what we do and where we are, you'll have plenty of opportunity to make the most of our own five-star facilities. Here's what to expect:

   Free meals when on duty, in our team cafes
   Pension scheme
   Refer-a-friend scheme
   Birthday lunches and long service awards involving recognition with high street shopping vouchers and overnight stays
   Enhanced holidays, rising with long service
   Free Leisure Club Membership, with friends and family discounts.
   Employee care service, offering lifestyle and wellbeing support and counselling via a confidential helpline
   On-site discounts on Cameron House and Cameron Lodges accommodation, 30% off food and beverages, golf membership, spa treatments, Celtic Warrior cruises, outdoor activities and retail products
   Supplier and local business discounts - from cinema tickets, car hire and airport parking to mobile phones, leisure activities and high street retailers
   Free parking

And while Cameron House itself offers a huge range of activities across 400 acres of Scottish countryside, there's also the wider Loch Lomond and Trossachs National Park on your doorstep - just waiting to be explored in your free time.