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.
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
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
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.