Job Description
COME AND JOIN US . . .
We are currently seeking a warm, vibrant and highly motivated Helpdesk Agent to join our Gleneagles Reservations team. The aim of our Gleneagles Reservations team is to convert all potential business into guaranteed bookings whilst providing outstanding customer service. You’ll play a crucial part in making sure all of our guests arrive happy and well informed about our incredible estate; ensuring we consistently exceed the expectations of every guest.
The on target earning potential for this role is £27,500 / annual salary based on a 39 hour contract - comprising a base salary of £24,000 , plus a qualified estimate of £3,500 in gratuities and service charge.* As a member of the Gleneagles team, you will also enjoy a fantastic range of perks, benefits and rewards
ABOUT GLENEAGLES
One of the world’s most iconic luxury hotels and country estates, Gleneagles has been making memories for nearly a century. Recently crowned ‘Best Hotel in the World’ in the Virtuoso Best of the Best Awards, everything we do is about surpassing expectations and creating exceptional hospitality experiences 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).
If you are our next Helpdesk Agent, please forward your most recent CV to us today!
Here's a bit more detail on what we see you doing in this role:
Taking responsibility for ensuring that all guest enquiries, via telephone and messaging systems are responded to swiftly and positively, proactively following all Forbes and Gleneagles standards throughout each interaction
Recording guest issues within our HOTSOS system to ensure swift resolution from our housekeeping, maintenance, and front of house team
Assisting the Reservations team with administrative tasks using the Property Management systems to achieve the highest possible output and results
Understanding the breadth of activities, we offer across the playground
Working 5 days out of 7 within the shift pattern between 8am – 8pm daily, supporting and respecting all your team members to ensure an effective and efficient handover of any outstanding items
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
The kind of person we're looking for:
Ideally you are currently established in a similar role, experienced in fast paced and ever-changing environments, with an outstanding track record of achievements
Your attitude and approach are always fresh; no matter how many times an issue has been presented to you, to your guest it is the first time
Attention to detail is one of your greatest strengths; supremely efficient and highly organised, nothing escapes you
Taking great pride in all that you do, you know your contribution is critical for both our guest and the wider team
Creating stand out, exceptional service for our guests is your obsession; you take huge pride in delivering exceptional experiences
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
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!
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 for 2 nights per year at £65.00 per room B&B per night
Friends & Family rate of £95.00 B&B per night
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 estate
Investment in your development and wellbeing
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
Monthly recognition programme
Volunteering day every year with a charitable partner of your choice
Complimentary access to our staff gym
Gleneagles Cycle Scheme to spread the cost of the bike that you really want and reduce your carbon footprint
- About gratuities & service charge
Gratuities (tips) and service charge (an additional charge added to our room rates and services across the estate that is passed directly to our employees) are paid on a pro-rata basis regardless of your role.
It is estimated that in 2023, our full-time employees can expect to receive around £3,500 in addition to their annual salary
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