Goodness, a world away, a lifetime ago – but oh what an experience to learn and analyse the ecosystem of an outstanding customer experience provider. From back of house, through the service line to front of house and the systems and procedures in between – I feel lucky to have had a taste of this glorious playground and how each and every touch-point can create a memorable moment!
I remember writing a report about my time at Gleneagles – a study requirement to complete your practical. Not only was it reflective on my personal learnings there, but it was an observation about an ecosystem of care. Care for their customers, staff, the environment and wider community.
Gleneagles operational excellence was wrapped around their total quality management in practice, with a focus on continuous improvement. ISO qualified and committed to the very best standards, yet relaxed, welcoming, warm and well, glorious!
These foundations are still invaluable to formulating true human-led CX today. Blending technology, storytelling, service design and culture. Invaluable parts to a wholistic CX ecosystem, no matter your seniority or skill set. I still can't recommend enough how hospitality experience can inform and enrich real-time understanding of real customer needs, empathy, emotion, pressure and expectations in the flesh.
If you want to explore more about their commitment today, check out their impact here for a taste of how they define their glorious:
gleneagles.com/our-impact
What a legacy to own 100 years on - here's to 100 more!
🙏 👏🥂🍾🦅🚂💨⛳️
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100 Years of The Glorious Playground 🥂
100 years ago on this day, the 7th June 1924, we opened the doors to The Gleneagles Hotel. Our magnificent countryside estate in the heart of Scotland was described as a “Riviera in the Highlands” and the media hailed it “the eighth wonder of the world”. Cocktails poured from taps; lively dancing in our ballroom was broadcast across the nation on BBC radio; glamorous guests raced each other by land, air and sea to get here first; and princes, playwrights and poets spent entire summers on our croquet lawn in a haze of Champagne.
Going into 2024 as a multi-award winning estate, we reflect on our history, spanning high times and wartimes and look towards the next 100 years alongside our inaugural Edinburgh home, Gleneagles Townhouse.
Gleneagles beats with a warm heart and is a home from home – a welcoming place where our people and guests feel they truly belong. On our 100th Anniversary we thank everyone who has been part of our story so far, and our story still to come.
#LoveGlen
#TheGloriousPlayground
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