Head of Guest Experience

About Auchrannie Situated on the beautiful Isle of Arran on the West Coast of Scotland, Auchrannie is a unique resort with two 4-star hotels and over forty 5-star luxury self-catering lodges and retreats. In addition to our luxury accommodation, we deliver amazing dining experiences across our restaurants, as well as the chance for our guests to relax in our incredible leisure facilities and book a treatment in our ASPA, Scotland’s first island destination spa. About the role: Reporting to the Revenue and Systems Director, you will lead guest service and operational excellence across the Resort through direct leadership of our Reception, Reservations, Groups and Events, Country Club, and Spa teams. You will work closely with the Revenue and Systems Director, Resort Manager, and Duty Management team to ensure every detail of the guest journey is looked after from pre-arrival to guest reviews. In this role, you will: Lead from the front and oversee every detail of our guests' experience from pre-arrival to departure. Be a supportive and visible presence across the Resort, engaging with team members and guests, looking for opportunities to enhance team member and guest experiences at all times. Enable a positive and engaged workplace culture where all team members feel valued and included. Lead and support your managers to grow and continuously develop, supporting clear succession plans for the Front of House teams and wider Resort. Motivate and train Front of House team members to deliver outstanding levels of guest service and optimize room sales. Review monthly performance and analyze Front of House departmental results with Revenue and Systems Director, identify potential areas for improvement and capitalize on new revenue streams. Suggest and implement changes to processes to continually increase efficiencies, enhance positive guest feedback, and reduce departmental costs as and where appropriate. Oversee department staffing resource planning, rotas, and recruitment to match business requirements. To be a good fit for this role you will: Demonstrate strong leadership skills that inspire team members to do their best every day. Be passionate about guest service and the hospitality industry with ambitions of progressing your career within the field. Be able to create a sense of trust and a fun collaborative working environment with your managers. Demonstrate great operational skills and a natural flair for guest service and 5-star standards. Be a great communicator; active listener, negotiator, coach, and trainer. Enjoy being part of a unique and invested management team and contribute to the future of Auchrannie. We are offering a competitive benefits package including the option of a modern studio apartment, complimentary leisure membership, and a share of tronc.

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