One Wild Team
In nature, nothing stands alone. The whole supports the parts, and at the same time, the parts support the whole. And they do so effortlessly
The Role
You will be the driving force behind creating unforgettable guest experiences in our WildLand regional venues. Your role will combine operational excellence with a personal touch, ensuring every stay runs seamlessly while adding thoughtful details that make each visit unique. Acting as the local expert, youll bring the area to life for guests, coordinating with trusted partners and internal teams to deliver exceptional service. From the first interaction to the final farewell, youll champion hospitality, anticipate needs, and represent the brand with professionalism and warmth.
Key Responsibilities:
Act as a regional expert with in-depth knowledge of Sutherland to enhance guest experiences.
Execute and manage guest itineraries, ensuring seamless handover from the reservations team, reconfirming transfers, liaising with suppliers, and handling any changes to stays or schedules.
Deliver concierge services during guest stays, including coordinating guides, booking wellness treatments, arranging cottage suppers, managing dietary requirements, and meeting and greeting guests.
Support sales efforts by conducting property show rounds for potential clients and upselling experiences such as dining and activities with a commercial mindset.
Personalise guest experiences by anticipating needs, tailoring itineraries, and responding to pre-arrival inquiries.
Manage financial and administrative tasks, including updating guest bills with extras, processing payments, and maintaining accurate guest profiles for future stays.
Collaborate effectively with Travel Designers, regional leads, property managers, chefs, guides, and front-of-house teams to ensure exceptional service delivery.
Provide flexibility by working hospitality rota shifts and remaining accessible beyond standard office hours.
Serve as a superuser for Thynk CRM and Mews PMS systems, ensuring accurate data management and operational efficiency.
Skills and Qualifications:
Exceptional communication and interpersonal skills- able to build rapport with guests and colleagues alike.
Strong organisational and planning abilities- capable of managing multiple itineraries and activity schedules.
Creative problem-solving- able to adapt quickly and find solutions in dynamic environments.
Customer service excellence- a natural host who anticipates and exceeds guest expectations.
Team Playerconfident in guiding and motivating a small team to deliver high standards.
Knowledge of local culture, nature, and outdoor activities- with a passion for sharing it meaningfully.
Education and Experience:
Previous experience in guest relations, hospitality, experience design, or tourism management.
Experience working in remote or luxury hospitality settings is an advantage.
Familiarity with CRM or booking systems is beneficial but not essential.
A background in outdoor guiding, cultural programming, or event coordination is desirable.
Our People
We attract individuals from all walks of life and of all ages.
What unites us is a shared passion for our 200 year vision, our commitment to putting people first, and working together as a team to inspire our guests and visitors.
Our Offer
This position is an exciting opportunity to join a dynamic and results driven team within a growing company. Alongside competitive pay we offer a range ofbenefits including:
Private medical insurance
Health Cash Plan
Life assurance
Income protection insurance
Critical illness insurance
Cycle to Work scheme
Highlife Gym Membership (after qualifying period)
Online clothing discount
Location: Working across multiple WildLand sites in Sutherland, Scotland
Hours: 40 hours per week; permanent; full time, part time, flexible arrangements
Becoming part of WildLand is an opportunity to make an active and meaningful contribution to a beautiful part of Scotland. Come and make a difference with us.
The closing date for applications is Monday 22nd March. We may close applications earlier than this date if required.
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