Guest Services Manager​/Duty Manager

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

Reporting to the Resort Manager, you will be a pro-active and visible manager across all areas of the Resort acting as Duty Manager and a key support for guests and team members alike. You will actively look for opportunities to enhace the guest experience by monitoring, reviewing and responsing to guest feedback and presenting guest satisfaction reports to the leadership and management teams.

• be a visual presence around the Resort, actively looking to enhance the guest experience.
• ensure that you are fully aware of business levels at all times and provide support to managers and team members across the resort as required.
• pro-actively monitor and ensure the safety and security of guests and team members across the Resort.
• monitor and respond to guest reviews through all feedback channels including 3rd party platforms.
• analyse guest feedback and provide strategic direction to continuously improve our overall guest satisfaction rating
• respond to guests needs and anticipate opportunities to add value to the guest experience.
• prepare and present guest satisfaction reports to Leadership and Management teams.
• provide daily briefs to the management team on business levels and daily priorities.
• pro-activey engage will and motivate all team members to help maintain a positve and happy workplace culture.
• provide on-call support for our night porter team as required (additional payment received for on-call shifts)

• demostrate experience in all areas of hospitality including duty management at a 4/5 star hotel/resort property.
• be a naturally confident and engaging manager who demon states excellent people skills.
• calm under pressure, able to work in a busy environment and with the ability quickly identify priorities for the day.
• be trustworthy, capable and reliable to run the Resort in the absence of the Resort Manager/Resort Director.
• have a high level of computer literacy with experience of responding to guest feedback directly and through review sites.
• show a desire to learn and continue personal growth and professional development