Glenmorangie House Experience and Engagement Manager

Key Responsibilities:

• Passionately advocate and act as an ambassador for the Glenmorangie brand
• Manage the check in process including welcome, room/house show-round and confirmation of guest requirements.
• Manage check out process to include billing process and feedback.
• Lead meal service periods to ensure that quality of service delivery is at the expected level.
• Connects with customers to educate on food/whisky journey.
• Ensure tastings are carried out to the highest standard and that upsell opportunities are maximised.
• Work with House and Communications team to effectively plan for VIP and special events.
• Ensure that all tastings and brand presentation are delivered in line with company guidelines and established standards.
• Ensure that the cleanliness of public areas, guest toilets and BOH service areas is maintained at all times.
• Ensure that checklists are completed for appropriate shift pattern (opening or closing).
• Carry out annual performance reviews and work with team on their PDP’s.
• Ensure all Health & Safety policies and procedures relevant to the Guest Experience areas are understood and adhered to.

Key Skills:

• Effective team management.
• Ability to connect easily with people.
• Wants to be involved and engaged in seeing the business continue to go from strength to strength.
• Proactively offers solutions to challenges.
• Role models the company values.

Qualifications & Experience:

• Strong Microsoft skills.
• Use of Property Management Systems beneficial.
• Embraces technology and uses it to maximise efficiency.
• Needs to be able to show situational management skills – ability to deal with High Net Worth Individuals through to MH VIPS often at the same time.