Job Ref: GLE2877
Branch: Gleneagles Townhouse
Location: Gleneagles Townhouse, Edinburgh
Salary/Benefits: 40,100 per annum
Contract type: Permanent
Hours: Full Time
Shift pattern: Varied
Hours per week: 39
Posted date: 02/10/2025
Closing date: 04/11/2025
COME AND JOIN US.. .
We are currently seeking an engaging, charismatic and insightful Membership Experience Manager to join our team.
At Gleneagles Townhouse, our Membership team is the welcoming face of our community. We're dedicated to creating an environment that feels spontaneous, vibrant, and full of possibility, where members feel a genuine sense of belonging. Through exceptional service, thoughtfully curated event programming, and regular, engaging communications, we bring our members together, spark meaningful connections, and ensure their experience is consistently memorable and rewarding.
The on target earning potential for this role is £40,100 / per annum - comprising a base salary of £33,100, plus a qualified estimate of £7,000 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
For the past century we've been making memories at our iconic hotel and sporting estate in rural Perthshire. Gleneagles Townhouse, our luxury hotel and members' club on St Andrew Square, Edinburgh, has created an exciting new chapter in our history. Crowned 'Employer of the Year' at the 2024 Cateys, and No.7 in the Conde Nast Traveler Readers' Choice Awards for The Best Hotels in the Rest of the UK, 2024, everything we do is about surpassing expectations and creating unrivalled adventures 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 to develop a career, some work full-time, while others have a part-time 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.
Here's a bit more detail on what we see you doing in this role:
* Highly visible to our members, involved in all aspects of our front of house membership journey, you'll build strong, engaging, and sustainable relationships that make our members feel welcome, valued, and recognised; you'll also be part of our Duty Management team, ensuring the seamless running of the Townhouse at all times
* Leading our Membership Experience Coordinators, you will be reviewing which of our members are with us daily to establish their needs and preferences; you'll also work closely with our Head of Member Experience to drive a member recognition programme and ensuring everything is in place to anticipate their arrival
* As a key member of the Membership team, you'll be reviewing which of our members are with us daily to establish their needs and preferences, and with our Head of Member Experience, driving our member recognition programme, making sure everything is in place to anticipate their arrival
* Ensuring our membership onboarding experience creates the very best first impression, you'll intuitively create membership journeys that anticipate the needs of each new member, ensuring that members are introduced to all the benefits of their membership; always putting the needs of our members first and focusing on the finer details so that each visit is recognised and acknowledged
* Meticulously monitoring member reviews and feedback, you'll collaborate with our Head of Membership Experience on new and reactive ways to drive engagement and ensure our members feel they are being heard
* Providing strong advocacy, involvement, and inclusion of all members, you'll improve membership involvement and usage by better understanding the needs of medium and low usage members, responding to their feedback to encourage them to become more active members and recognise the value of their membership
* Supporting the organisation, personalisation, and hosting of VIP visits, you'll be ensuring they have an engaging experience and that the wider operational teams have the information they need to deliver
* Developing strong relationships and mutual respect with our Food and Beverage Team, you'll ensure members are seamlessly seated and well cared for. A thorough knowledge of all FB menus is essential, enabling you to make tailored recommendations, coordinate complimentary dishes and beverages, and create a memorable experience where every member feels recognised and valued
* Working closely with Food and Beverage leadership team to ensure the Members information, preferences and reservations details has been shared with the rest of teams in each outlet.
* Building a strong working relationship with our Wellness team to ensure we introduce new members to Wellness and their individual needs are met, always seeking opportunities to improve their Wellness experience
* Hosting member dinners and events, building great connections with our members and again proactively seeking their regular feedback to help inform and evolve our offering constantly
* 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:
* An experienced and highly credible Assistant Manager/Manager in a Guest Experience role, you'll bring a fantastic track record of success in premium luxury hotels or membership clubs, and your passion for delivering highly personalised service is insatiable
* Your finger is constantly on the pulse and you're always investigating and identifying new and creative opportunities for our membership proposition to evolve
* Determined to create unforgettable experiences that get people talking about us and driving long term loyalty and love, you never stop asking the question is this the best we can do?
* You truly understand luxury and anticipatory service and understand how this needs to look and feel in our setting. You also have an eye for the smallest details, understanding what great looks like in relation to our brand
* A deftly skilled influencer, you're comfortable educating internal stakeholders as to the changing needs of our members, you build rapport and credibility quickly so to ensure the wider team support you in elevating our service provision as needed
* Consistent and on point in your attitude and demeanour, no matter how many times an issue has been presented to you, you recognise to our people and members it's often the first time
* You get energy from spending time with others, and you bring people together in the true belief that the best ideation comes from the sum of the parts. You also have a strong continuous improvement driver that elevates and evolves internal practices, drives change, and ensures a consistent and methodical approach
* Building strong working relationships and having a positive impact on the people you interact with comes naturally to you and your communication skills are exceptional
* Humble and leaving your ego behind, you're up for doing things differently and trying (almost) everything once
* Highly motivated, driven and possessing an immense sense of pride in your work; you're passionate about fixing the small things that make a big difference; you find the best way to get things done using your initiative to change processes for the better
* 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
* A generous 'refer a friend' scheme
Be our guest
* Stay with us as a guest at Gleneagles or Gleneagles Townhouse for up to 2 nights per year at £95.00 per night – a benefit available upon completion of 12 months service
* Friends Family discounted rate of £225 - £275 BB per night at Gleneagles
* 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 name just a few
Investment in your development and wellbeing
* Pension scheme
* 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
* 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 2025, our full-time employees can expect to receive around £7,000 in addition to their annual salary
If you are our next Membership Experience Manager, please forward your most recent CV to us today
INDO