Conor O’Leary, Managing Director, Gleneagles Hotel

Posted in People on 3 October, 2023

Dubbed the ‘Riviera in the Highlands’ when it opened its doors in 1924, Gleneagles remains the iconic jewel in Perthshire’s crown. Though still considered the ultimate destination among the golfing fraternity, today’s offerings stretch further than its manicured greens. Billed as ‘The Glorious Playground’ SPACE talks to Conor O’Leary about his role as MD, leading a staff of 1,000, and honouring the heritage of the award winning hotel.

Where did you grow up and what was your first experience of hospitality?
I grew up in leafy Stratford-upon-Avon, but my first memorable experience of hospitality was on a family holiday in France. I couldn’t say where exactly, but it was a visit to a traditional Chateau in the French countryside when I was around eight or nine years old. I got served my first amuse-bouche of smoked salmon on a lettuce leaf, and I was blown away by the fact that we were served this tiny morsel before even ordering anything. That was when I got my first taste of being truly surprised as a customer and was completely hooked.

Tell us a little about your journey into hospitality and what originally sparked your interest?
Growing up in Stratford, most teenagers’ first job will be in hospitality, as was the case with me. As a small-town welcoming in thousands of tourists a year, it’s an extremely fast paced industry which I loved and quickly realised that if you stick at it and prove yourself, you can progress relatively quickly.

What was your very first job in the industry and tell us one lesson you learnt from it
My first job in hospitality was as a barman in my local golf club. In a job like that, it’s all about getting to know the regulars, what they order and the personal touches that mean a lot to them. On my second day I was so impressed that the MD came to greet me and knew my name before we’d even met which made me feel incredibly special. Those little touches are important and can make the difference between good service and great service.

Gleneagles Hotel, Scotland, UK

It is quite an achievement to be at the helm of such an iconic hotel. Can you remember the first time you were aware of Gleneagles, and did you imagine it would play such a significant role in your future?
My first memory of Gleneagles was around the time of the G8 summit where a whole host of incredibly well-known people and world leaders descended on Auchterarder, from Bob Geldof to Vladimir Putin. It really put the hotel on the map from a global perspective and was such an important piece of the hotel’s recent history. Then the first time I stayed would have been around 2009 and I remember being truly blown away by what an incredible hotel Gleneagles was, especially the beautiful scenery and setting and the huge array of activities on offer. At that stage of course, I had no idea that Gleneagles would play such a big part in my life, however it goes without saying I’m delighted it has.

What was your brief when you were appointed Managing Director in 2020?
Whilst I didn’t necessarily have a strict brief, my overarching goal has always been to steer Gleneagles into being the most engaging and diverse ‘Glorious Playground’. I want to ensure we are delivering world class experiences across each department within the hotel, offering variety, warmth of service and a quality product which is highly relevant to today’s luxury consumer.

The American Bar

Which areas of the business are you currently most focused on?
We are currently gearing up for the Christmas celebrations at Gleneagles. The festive season is always a special time on the estate and a real chance for the team to show guests the exceptional Scottish hospitality we’re known the world over for. From timeless pantomimes to outdoor adventures, ice skating to indulgent seasonally inspired menus across our restaurants, when winter arrives our ‘Glorious Playground’ moniker really comes into its own. We’re currently finalising our plans for this year, which are set to combine the much-loved Gleneagles traditions with some thrilling new additions, and we can’t wait to share the results with our guests!

Clockwise from top: Gleneagles bedroom; Whisky Suite Bathroom; Royal Lochnager

Is there any such thing as a typical day, and if so, what does it look like?
It’s a cliché, however for me no two days are the same. One day I can spend an afternoon toiling over an upcoming golf tournament, and the next be plotting out a new ferret enclosure with the team. Then it’s off to Edinburgh for a day in the city working on our new menu for the Gleneagles Townhouse, followed by a meeting with local landowners surrounding Gleneagles to brainstorm how we can reduce our future environmental impact. Gleneagles is incredibly diverse and so are my days!

Following the pandemic and all it brought with it, were there any positive takeaways in terms of how you work with your teams or otherwise?
Despite the challenges posed by the pandemic, it also allowed us a chance to make a positive impact. When we temporarily closed our doors in 2020, we launched the ‘Our Turn to Care’ initiative. This was aimed to express our gratitude to the heroes of the crisis by donating 365 free room nights to healthcare workers annually for the next five years. Recognising our responsibility to our local communities, we, like many businesses, felt compelled to contribute. Seeing the positive impact of this has inspired us to continue our efforts post-pandemic, including collaborations with local schools and ongoing support for the Andrew Fairlie scholarship program. Looking directly at our employees, it made us take a more flexible approach to work hours and how and where our teams work. Whether that’s offering a hybrid way of working for our office-based team, or adapting work hours to suit school times.

With over 1,000 employees to look after, how would you describe your management/leadership style?
With that many people to look after, it’s impossible for me to personally be in contact with each and every member of staff on a daily basis, however I do what I can to be visible and present and not be stuck in my office all day. Even if it’s just lunch in our staff canteen once a week or a walk through the hotel, for me it’s important to be visible and contactable if needed. Saying that, I rely on a team of brilliant, likeminded people to be clear in our joint vision and direction with their respective teams. Delegation where needed and having trust in your teams is incredibly important and I wouldn’t be able to do my job without them playing their important part.

Top: Estate Suite Sitting Room. Bottom: Royal Lochnager Suite Bedroom

Gleneagles has scooped up many industry awards over the years – and a raft of them under your leadership. How important are awards to you?
Awards are always appreciated as a recognition of our team’s efforts – from our dedicated groundskeepers creating memorable country pursuits to our talented chefs crafting exceptional cuisine. Gleneagles was voted as ‘Hotel of the Year’ at the 2022 Virtuoso Awards and was ranked among the best hotels in the world in the Condé Nast Traveler ‘Readers’ Choice Awards’ and Travel + Leisure ‘Top 500 Hotels’ list for 2023. This achievement fills us with immense pride, solidifying our role as a global leader in luxury hospitality. Awards motivate us to keep delivering remarkable experiences to our valued guests, however guests remain our most important critic.

As Gleneagles approaches its centenary, how do you keep somewhere so iconic feeling fresh and relevant in 2023, while still respecting its heritage?
Our teams are in constant discussion on what our guests want – from those creating memorable leisure activities, all the way to our friendly front-of-house teams, we make it a top priority to really tune in to what our guests are looking for. This way, we can keep rolling out fresh and exciting offerings that match their preferences, all while staying true to Gleneagles’ heritage. Many of our team members have been part of the hotel for years and we even have generations of families working here. That kind of connection with the hotel means we genuinely care about ensuring every guest has an exceptional experience.

Gleneagles is synonymous with luxury – winning Best Luxury Brand at the Walpole Awards last year. What is your own definition of luxury in a hotel environment?
At Gleneagles, luxury means a thoughtful, personal experience for each and every guest. Our team of Playground Planners are on-site to assist with guest preferences, from dining to activities, ensuring a customised journey from the moment of booking through to checking out. Our dedicated team excels in surpassing expectations, led by experts in everything from falconry and horse riding, to acclaimed chefs. Being home to Scotland’s only two Michelin Star restaurant and having hosted royalty for nearly a century, luxury is a core part of our legacy.

How involved were you with the opening of the Gleneagles Townhouse, and can we expect to see more Gleneagles popping up anytime soon?
I was fully involved with the opening of Gleneagles Townhouse and remain so now. It was an incredibly exciting time, opening a city outpost, and it continues to grow and evolve, now in its second year of trading. You never know what the future holds, however for now we’re very much focussing on building momentum around Gleneagles Townhouse and ensuring its success before moving onto another project.

The Century Bar

With the centenary approaching, how will Gleneagles celebrate?
The upcoming centenary is a great chance to celebrate what makes Gleneagles special – our Scottish heritage. We’re excited to welcome everyone who’s been part of Gleneagles – from the brands we’ve worked with to our local suppliers who’ve helped us grow. We have lots in the pipeline which will be announced in due course! Our celebrations will draw on tradition with a touch of Gleneagles magic and will offer us a chance to mark the occasion with guests throughout the year.

What advice would you give to someone considering a career in hotels?
In the world of hotels, it’s not only about offering a place to sleep but also about creating lasting experiences that truly matter to guests. Working in hotels means you can bring genuine happiness to people every single day, and that’s incredibly rewarding. Drawing from my own hospitality journey, I’d encourage people of any age to embrace each day and every interaction as a chance to learn and grow. What truly matters is forming meaningful connections – with guests from various backgrounds and colleagues who expand your horizons. Being open to new experiences and recognising the power of communication is so important.