📌 Core Information
🔹 Job Title: Brand Home Lead Guide
🔹 Company: Diageo
🔹 Location: Aberlour, Scotland
🔹 Job Type: Full time
🔹 Category: Hospitality & Tourism
🔹 Date Posted: July 14, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site
🚀 Job Overview
Key aspects of this role include:
- Leading a team and supervising daily operations in a fast-paced environment
- Ensuring excellent customer service standards are adhered to at all times
- Hosting VIP experiences, coordinating events, and leading tours and tastings
- Managing stock control, cash management, and mailbox entries
- Collaborating with RBHM (Responsible Brand Home Manager) for operational activities and F&B requirements
ASSUMPTION: This role requires a high level of multitasking, strong leadership skills, and a customer-first mindset.
📋 Key Responsibilities
✅ Ensure compliance with Diageo's global standards and policies, including daily operational compliance
✅ Act as a key holder, personal license holder, and premise manager as required
✅ Coordinate contractor works within the Brand Home
✅ Support RBHM with all operational activities relating to bars, experiences, and retail
✅ Manage stock control and cash management
✅ Implement F&B strategy and requirements
✅ Manage the BH mailbox and enter all bookings to systems/diaries
✅ Answer all incoming calls and process requirements
✅ Coordinate training
✅ Play a key role in the deployment of new ways of working and systems implementations
✅ Escalation point for resolving customer issues as required
✅ Host VIP experiences and coordinate events, working with 3rd party providers and organizations
✅ Host tours and tastings as required
✅ Daily supervision of Brand Home guides and agency staff
✅ Scheduling, monitoring, and recording of hours for Brand Homes staff and agency
ASSUMPION: This role involves a mix of leadership, operational management, and customer service, with a focus on ensuring a seamless and enjoyable experience for visitors.
🎯 Required Qualifications
Education: High school diploma or equivalent
Experience: 2-5 years of experience in leading a team and supervising operations in a fast-paced environment
Required Skills:
- Team leadership and supervision
- Customer service and engagement
- Operational compliance and problem-solving
- Communication and interpersonal skills
- Flexibility and resilience
- Open-mindedness and teamwork
- Sales and event coordination
Preferred Skills:
- Experience in the hospitality or tourism industry
- Fluency in additional languages
ASSUMPION: Candidates should have a proven track record in leading teams and supervising operations in a fast-paced environment, with a strong focus on customer service and engagement.
💰 Compensation & Benefits
Salary Range: £25,000 - £30,000 per annum (based on industry standards for this role and location)
Benefits:
- Product allowance
- Contributory pension scheme
- Competitive annual bonus (dependent on performance)
- Generous holiday allowance
Working Hours: 40 hours per week, including weekends and evenings
ASSUMPTION: The salary range is estimated based on industry standards for this role and location. The benefits package is competitive and designed to attract and retain top talent.
📌 Applicant Insights
🔍 Company Context
Industry: Beverage Manufacturing
Company Size: 10,001+ employees
Founded: 1826 (as Guinness Brewery, later merged with other companies to form Diageo)
Company Description:
- Diageo is a global leader in premium drinks, with a portfolio of over 200 brands sold in 180 countries
- The company is built on the principles and foundations laid by the giants of the industry
- Diageo is committed to investing in the future and being mindful of its impact, aiming to raise the bar for people as well as the planet
Company Specialties:
- Premium Drinks
- Marketing
- Innovation
- Supply Chain
- HR
- Sales
- Brand management
- Premium Wines and Spirits Supplier
- Luxury
- Super premium
- Beer
- Consumer goods
- E-commerce
- beverages
- spirits
- FMCG
- and brand owners
Company Website: diageo.com
ASSUMPTION: Diageo is a well-established and respected company in the beverage manufacturing industry, with a strong focus on premium brands and sustainability.
📊 Role Analysis
Career Level: Mid-level management
Reporting Structure: Reports directly to the Responsible Brand Home Manager (RBHM)
Work Arrangement: On-site, with a fixed-term contract ending in September 2026
Growth Opportunities:
- Potential progression to a permanent role or other leadership positions within the company
- Chance to gain experience in a fast-paced, customer-facing environment
- Opportunity to work with a diverse range of brands and teams
ASSUMPTION: This role offers growth opportunities for candidates looking to advance their careers in hospitality management or the beverage industry.
🌍 Location & Work Environment
Office Type: Brand Home (visitor center)
Office Location(s): Aberlour, Scotland
Geographic Context:
- Aberlour is a small town in Moray, Scotland, known for its whisky distilleries
- The area offers a mix of rural and urban environments, with easy access to outdoor activities
- Aberlour is located approximately 40 miles east of Inverness and 60 miles northwest of Aberdeen
Work Schedule: Full-time, including weekends and evenings
ASSUMPTION: The Brand Home Lead Guide role is based in a rural location, with a focus on providing exceptional customer service to visitors from around the world.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- In-person or video interview with the hiring manager
- Final interview with the RBHM or another senior team member
Key Assessment Areas:
- Leadership and team management skills
- Customer service and engagement
- Problem-solving and operational compliance
- Adaptability and resilience
- Sales and event coordination
Application Tips:
- Tailor your resume and cover letter to highlight your leadership, customer service, and operational management experience
- Prepare examples of your experience supervising teams in a fast-paced environment
- Demonstrate your understanding of the Brand Home concept and Diageo's commitment to customer service
ATS Keywords: Team leadership, customer service, operational compliance, supervisory skills, hospitality management, event coordination, sales, problem-solving, resilience
ASSUMPTION: The application process for this role is likely to be competitive, with a focus on identifying candidates with strong leadership, customer service, and operational management skills.
🛠️ Tools & Technologies
- Customer relationship management (CRM) software
- Point-of-sale (POS) systems
- Inventory management software
- Email and calendar management tools
- Communication and collaboration platforms (e.g., Microsoft Teams, Slack)
ASSUMPTION: The tools and technologies required for this role are standard for the hospitality and tourism industry, with a focus on customer relationship management and operational efficiency.
👔 Cultural Fit Considerations
Company Values:
- Celebrate life every day, everywhere
- Win together
- Live progress
- Inclusion and diversity
- Trust and respect
Work Style:
- Collaborative and team-oriented
- Results-driven and focused on continuous improvement
- Adaptable and open to change
- Customer-centric and committed to exceptional service
Self-Assessment Questions:
- How do you embody Diageo's commitment to celebrating life every day, everywhere?
- Describe a time when you had to adapt to a significant change in your work environment. How did you handle it?
- How do you ensure that your team maintains a customer-first mindset in a fast-paced environment?
ASSUMPTION: Diageo values a diverse and inclusive work environment, with a strong focus on collaboration, continuous improvement, and exceptional customer service.
⚠️ Potential Challenges
- Managing a team in a fast-paced, customer-facing environment can be demanding and stressful
- Working weekends and evenings may impact work-life balance
- Adapting to seasonal fluctuations in visitor numbers can be challenging
- Ensuring compliance with Diageo's global standards and policies may require additional training or support
ASSUMPTION: The Brand Home Lead Guide role presents unique challenges, including managing a team in a fast-paced environment, working non-standard hours, and ensuring operational compliance.
📈 Similar Roles Comparison
- This role differs from other hospitality management positions in its focus on leading a team in a Brand Home setting, with a strong emphasis on customer service and engagement
- In the beverage industry, this role is comparable to a Brand Ambassador or Customer Experience Manager position
- Career progression in this role could lead to opportunities in brand management, marketing, or other leadership positions within Diageo
ASSUMPTION: The Brand Home Lead Guide role is unique within the hospitality and tourism industry, offering a blend of leadership, operational management, and customer service responsibilities.
📝 Sample Projects
- Implementing a new customer feedback system to improve service quality
- Organizing and hosting a special event or tasting for VIP clients
- Developing and implementing a new training program for Brand Home guides
ASSUMPTION: The projects associated with this role are focused on enhancing the customer experience, improving operational efficiency, and developing team members' skills and knowledge.
❓ Key Questions to Ask During Interview
- What are the key priorities for this role in the first 30-60-90 days?
- How does this role fit into the overall Brand Home strategy and Diageo's global vision?
- What opportunities are there for professional development and growth within the company?
- How does the company support work-life balance for employees in this role?
- What are the most challenging aspects of this role, and how can I best prepare for them?
ASSUMPTION: Asking insightful questions during the interview demonstrates your interest in the role and commitment to understanding the company's goals and expectations.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the Diageo Careers portal
- Tailor your resume and cover letter to highlight your leadership, customer service, and operational management experience
- Prepare examples of your experience supervising teams in a fast-paced environment
- Demonstrate your understanding of the Brand Home concept and Diageo's commitment to customer service
- Follow up with the hiring manager one week after submitting your application, if you haven't heard back
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
