Inspirational champion of the future

Meet Alexandra Sollis, guest relations manager at Gleneagles, who loves her hospitality family

Q Congratulations on becoming the inaugural winner of The Royal Academy of Culinary Arts’ Ramon Pajares Excellence Scholarship! That’s an amazing achievement to top the accolades which have come your way in the past couple of years. We know you’re passionate about inspiring the younger generation in hospitality – but who has been inspiring you?

Absolutely, I’m incredibly passionate about inspiring the next generation in hospitality. This industry is about so much more than service, it’s about creating experiences, building confidence and giving people a sense of belonging – both guests and team members. There is so much opportunity in hospitality, and it is such an exciting industry to work in.

For me, I was fortunate enough to meet Andrea Nuninger at The Scarlet in Cornwall. Andrea has been incredibly supportive and has become a true friend. She has been at The Scarlet for almost six years and is now restaurant manager, having worked as a host, front of house manager and in guest relations too. She has accomplished so much in her career already. It was Andrea that introduced me to the world of luxury hospitality and to The Royal Academy of Culinary Arts, which really opened up my network and helped steer my career path. 

Every guest is different and in a world-class hotel
like Gleneagles, expectations are high

 Your journey in hospitality began as a crew member with McDonalds, spending six years there, becoming a trainer and assistant manager. Tell us about that experience.

What a great company to work for, I loved it. I started as a crew member and gained so much experience. It was here that I built my foundation – in consistency, efficiency and guest experience. I learned how to thrive in a fast-paced environment and about the importance of teamwork and communication when delivering quality service. 

McDonalds provides exceptional training programmes in my opinion, which are incredibly thorough and helped me shape my approach. I could really see how the rigorous training works to ensure that the company achieves consistency throughout their stores. I also got to work with so many different people and personalities, from all walks of life and across the ages too. It was a great start to my working career. 

Q And then the move from Wales, where you grew up, to guest experience manager at Cornwall’s Scarlet Hotel. How did that come about and what were the highlights? Is this where you discovered a career in the world of hotels was your destiny?

I had six incredible years at McDonalds, but the time was right to move on. I had never left home, and I needed a bit more freedom. I went to visit a friend in Cornwall who had recently moved there and something just clicked. During my stay I spent time chatting with one of the local restaurant managers and it just cemented in my mind that it was time to take the next step. 

I didn’t know hotels were my next adventure but within a couple of months of arriving in Cornwall I knew I was exactly where I was meant to be. It was both exciting but also scary as not only was I leaving home for the first time – and it was four to five hours away – but I also took a step back going from a management role at McDonalds to becoming a host in luxury hospitality. However, I knew the long-term plan and it was 100 per cent the right decision. 

Q You certainly get about Alexandra! From Wales to Cornwall and now, since late last year at Gleneagles Hotel in Scotland as guest relations manager. It sounds like a dream job in a beautiful setting – please tell us about your role and what you love best about it.

Where to start! There is so much to say. Gleneagles really is a big family, and I felt that from the moment I arrived. Everyone was so welcoming and friendly and immediately made me feel at ease. As guest relations manager at Gleneagles, my role is about creating exceptional personalised experiences that leave a lasting impression. We ensure that every detail is thought through, every request is anticipated, and every interaction reflects the highest standards of hospitality. 

But really my job is about building relationships, understanding what matters most to each guest and pre-empting their requests. Every guest is different and in a world-class hotel like Gleneagles, expectations are high. It’s my job to not only meet the guest expectations but exceed them – consistently and with warmth. 

As well as the feeling I get knowing that I’ve impacted a guest stay so positively I also love working with my team. They are so experienced, Helen, Iris and Susan have more than 80 years of experience at Gleneagles between them and there is something quite magical about that. It’s testament to Gleneagles and the environment we work in. 

Q We know the Gleneagles team is full of dedicated people like yourself, but we have to ask about the housekeeping team. Who are they and what do you think about their role in helping to ensure the ultimate guest experience?

We work with all sorts of departments across the hotel, but the housekeeping team is exceptional. They are a big part of what makes the guest experience so special and their attention to detail is second to none. They’ve also got a great team ethic and many of them have been with Gleneagles for years, bringing a deep understanding of the hotel’s heritage, values and guest expectations. 

Q Career success is an important part of life, but we all need to relax away from the day job at times. What do you get up to during your down time… any hobbies or interests which help to refuel you?

I just love nature – so Cornwall and now Scotland have been incredible places to work. There is nothing better on a day off, or after a long day at work, than the freedom of being outside. It’s a sense of peace that I don’t find anywhere else – be it on coastal paths, the beach or in the hills. I really feel it helps me slow down and recharge. 

Scotland’s landscapes are not hard to fall in love with, and we have 850-acres on our doorstep at Gleneagles. It could just be a walk through the grounds at lunchtime but nothing beats finding a good Munro to climb! 

Q What would your advice be to any youngsters leaving school or college this year or thinking about an early change of career path. Why should they join us in the world of hospitality?

There are so many reasons – whether you’re just starting out or if you’re seeking a long-term career. I think for me I have found that I have a family in hospitality. I’m a long way from home yet I don’t feel lonely, and I’ve met some incredible people. It’s also such a varied offering and there are so many opportunities if you look for them. 

The most important thing though is to enjoy what you do – and then everything else will follow. As Aristotle said, ‘Pleasure in the job puts perfection in the work’. 

About Gleneagles

Iconic Gleneagles, one of the world’s great golf venues, celebrated its 100^th anniversary last year. The 1924 opening of a palatial country house hotel with a golf course saw the media hail it ‘the eighth wonder of the world’.

Since then, many of the planet’s most famous people have visited or stayed there in Perthshire, and not just golfers. Global heads of government have met at Gleneagles and the late Queen Elizabeth II hosted a magnificent state dinner there. 

While it’s hard to get away from the golfing history, the hotel and 850 acres of grounds is a stunning venue in its own right, and while heritage has been carefully maintained there have been significant enhancements in recent times.

The 18-treatment room spa opened in 2008. Ennismore bought Gleneagles from Diageo in 2015 by Ennismore, and an impressive six years’ renovation project took place. The hotel is now part of Accor following a merger.

Gleneagles has 205 individually designed rooms and 28 suites. All have a ‘wow factor’, but pride of place goes to The Royal Lochnagar suite which features the finest Scottish fabrics and textiles, antiques and carefully curated artwork.

An award of excellence

Alexandra Sollis is The Royal Academy of Culinary Arts inaugural recipient of the Ramon Pajares Excellence Scholarship, chosen for her ‘potential, drive, and commitment’ to personal and professional growth.

Launched with the Savoy Educational Trust in honour of late hotelier Ramon Pajares OBE, the scholarship supports rising hospitality stars with a tailored programme of mentorship, development opportunities, and financial assistance on their professional journey.

The judging panel this year included Sandeep Bhalla, general manager at The Connaught; Zoe Jenkins, general manager at Coworth Park; and Guillaume Marly, general manager of the upcoming Waldorf Astoria London Admiralty Arch.

She will now receive a £5,000 cash award from the Savoy Educational Trust and be paired with a mentor from the judges. Alexandra was presented with her trophy at the Royal Academy’s Annual Awards of Excellence gala dinner at Claridge’s on 29 July.