Hotel Cateys 2016: Front of House Team of the Year

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Gleneagles hotel

The front of house team at the five-red-AA-star, 232-bedroom Gleneagles hotel delivers service that goes beyond attention to detail; it comes from a love of the place itself and a genuine desire to shape and smooth each guest's journey.

Approximately 50% of guests return, and everything the front of house team do is focused on creating a warm, thoughtful and luxurious environment. For starters, children are welcomed with their own arrival packs and Scottish shortbread, as well as a step, so they can look over the desk and complete their own registration card.

When contacting a local golfing resort to identify the estimated arrival time of a couple to Gleneagles, staff found out that the gentleman had had a fall while playing his last round. Duncan arranged a golf cart so that he could meet all his tee times at Gleneagles, made him a booking with the in-house physiotherapist and allocated him a suite closer to the lift.

Within the last year, the hotel’s Harriet Henderson was awarded AICR UK Receptionist of the Year; and guest relations manager Iris Marhencke was awarded a scholarship for customer service excellency with HIT Scotland. Additionally, front of house manager Andreas Porias was awarded a scholarship from the Savoy Educational Trust in conjunction with the Master Innholders, involving a two-week accelerated talent-development programme at Cranfield University.

Guest services co-ordinator Eva Riedel has pioneered a front of house recycling and waste management initiative, including strategies to reduce the amount of stationery the team uses, and consider the environmental factors in the refurbishment of the front hall this year. This year also saw the introduction of the front of house mentoring programme, which pairs team members with managers, and creates the opportunity for more formal personal development coaching.

The front of house team members at Gleneagles take deep pride in delivering exceptional and memorable experiences for their hotel guests.
What the judges said

“A team committed to training and thinking outside the box. They strive to maintain personalised instructions, and exceed expectations at every level.”

Colin Houston, VisitScotland

“An amazing hotel where you are greeted as if you are the only guest.”

Robert Walton, Trunkwell Mansion House

“Once again true hospitality and attention to detail have shone through on the submission from the reinvigorated Gleneagles hotel.”

Alistair Sandall, AA Hotel Services

“An outstanding team highlighting the very best of British hospitality.”

Richard Slade, Battlesteads
Shortlisted

Belmond Le Manoir aux Quat’Saisons Great Milton, Oxfordshire

Gleneagles hotel Auchterarder, Perthshire

Park Plaza Westminster Bridge London