Guest Experience Team - Wildland Scotland

Wildland

Aviemore, Highland
Permanent
Full-time

22 days ago

Location: Aviemore, Inverness & TongueHours: 40 hours per weekSalary: Dependant on experienceWho we areWildland has a 200-year vision of conservation in the Scottish Highlands, where we strive to let nature heal, grow, and thrive.Wildland comprises of a team of extraordinary people, whose passion, dedication, and synergies, combined with the drive and support of our founders, underpins the future success of our vision. This is your chance to join us, and become a Wildlander, playing your own vital part in our journey.The RoleWildland is growing, and we are expanding our guest experiences to integrate more purposefully with our conservation and regeneration story. We now require to add to ourGuest Experiences Team.You will be part of a high performing Guest Experiences Team that is delivering our key performance indicators through curating and delivering a high-quality reservations and concierge service, providing experiences which meet their needs and inspire them. Allowing them to fully enjoy their stay in sensitively renovated buildings, beautifully designed interiors, with exceptional food and beverage using the best of our own and locally sourced sustainable produce, and exploring the area and wide range of activities from on the land and on the water.You will, as a Team Player, reflect our ‘People First – One Wildland’ ethos. You will maximise the functionality of our systems and processes, consistently providing accurate and meaningful data and management reports. You will collaborate with the Marketing and wider Experiences Team to ensure the effective implementation of the Revenue, Sales, and Marketing Plans.In summary, you will be fundamental to the realisation of our goals, through releasing the potential of our people, utilising our technology, ensuring diligence, accountability, and ownership across all aspects of the guest experience and journey.Our ValuesCare. Join. Grow.The Guest Experiences TeamThis is a new Team, amalgamating two separate teams of Bookings & Activities based at Kinrara, and Guest Relations Team based at Aldourie Castle. The new team will fully integrate the existing players, and work towards providing a wider scope of responsibilities, as well as being the central ‘owners’ of the guest journey and guest experiences through provision of a high-end concierge service. You will partner with Venue Managers aligned with the way we operate as One Wildland Team, as well as ensuring an enhanced and consistently high standard of guest experience.In addition, we are appointing a new role of Guest Experience Team Leader.Moving Forward – How This Will WorkOur guest journey must be seamless. Therefore, each member of the Team will be able to deliver in each category of our portfolio: Exclusive Use, Guest Houses and Cottages.Each Member of this Team will: * Demonstrate full knowledge of each of our venues / products in the categories of exclusive use, hotels and self-catered cottages;

Demonstrate an understanding of the customer persona / profiles for each of our venues / products;
Investigate the pipeline and be proactive in conversion to sales;
Understand the sales and marketing plans and be suitably prepared for each promotion, event etc;
Engage the potential guest or agent, effectively sell and upsell through outstanding relationship management, and efficient service delivery;
Demonstrate a broad understanding of our extended experiences and activities, having detailed knowledge to be able to design bespoke programmes suitable for each guest and through partnering with our Venue Managers, Activities Lead and approved external partners;
Demonstrate a high quality of holistic concierge service, again through partnering with each of your colleagues in other areas of operations; and
High level of competency in interpreting and managing the systems and processes to support all activities.

The Venue ManagersVenue Managers are responsible for our guest experience for the entirety of their stay. You and your team will partner with them closely to ensure a seamless journey for our guest.Guest Experiences Team Key Deliverables * Become a recognised and respected Wildland Team Member.

Develop excellent relationships with our guests and potential guests to inspire them to visit and return.
Develop strong relationships with internal stakeholders, particularly Venue Managers, Activities Leads, Sales Agents and Marketing Leads.
Contribute to our ‘People First’ goal to ensure that we all enjoy a great place to work.
Consistently and effectively operate our systems (Guestline Rezlynx) in order that the guest journey may be effectively managed.
Contribute to regular daily, weekly, and monthly reports to inform management decisions, in particular sales and marketing activity.
Inform the Pricing Strategy (led by the Experience Manager and Concept & Design Lead) and ensure pricing is effectively managed, either directly or through Revenue Consultant.
Ensure the provision of high quality guest information (provided through Marketing).
Contribute to the consistent improvement of processes and templates to enhance the guest journey and improve efficiency and effectiveness of the Team.
Deliver an outstanding concierge service so that our guests and our colleagues benefit from our values of care, join, grow.
Deliver our key performance indicators including our people first goals and our revenue and sales targets.

Reporting LineGuest Experiences Team LeaderKey Relationships

North & South Experiences Managers
Venue Managers
Revenue Manager (External)
Marketing Team
Finance Director
External stakeholders for provision of activities and experiences

Personal Attributes * A Team Player who is a positive role model.

Purpose led with values aligned to Wildland.
‘People First’ ethos.
High quality standards.
Competent in effective guest relationship management.
Commercially and operationally astute.
Excellent relationship and stakeholder management.
A natural communicator.
Team player who thrives in a team environment.
Confident and resilient.

Essential Skills * Proven track record in guest relationship management.

Proven ability in sales generation and revenue management.
Capable of operating a guest booking system.
Demonstrable competency to interrogate data and create management reports.
Creative approach to guest experiences and activities, with the ability to think outside of the box..
Ability to operate in a changing environment.

Additional Skills * Revenue Management

Effective Sales

RequirementsDue to the locations, possession of a valid driving license is essential.Benefits

Competitive Salary
Private Medical Care
Health Cash Plan
Life Assurance
Critical Illness Cover
Income Protection
Pension
Cycle to Work Scheme
High Life Highland Gym Membership
Bestseller Discount Scheme

Wildland

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