In the Scottish Highlands, you'll find the world's most hospitable hotel for 50 Best 2023. According to the director, what makes Gleneagles special are the lack of strict procedures and the presence of a fulfilled and happy team.
The award
In anticipation of the official presentation of the 50 best hotels in the world for 2023, set to take place on September 19th, 50 Best reveals that the winner of the Art of Hospitality Award is Gleneagles, a resort located in the southern Highlands of Scotland. CEO Conor O'Leary tells stories of pride and "patriotism" among his employees, who are consistently encouraged to express their personality in providing a unique service, which is now the world's best in terms of hospitality quality.
"If you had asked me what award we would have wanted to win, it would have been exactly this one. The Art of Hospitality Award is simply the best recognition a hotel can boast," says Conor O'Leary. The Art of Hospitality Award is presented by the same commission, composed of 580 experts, whose independent votes determine the ranking of the 50 Best. Each member of the global jury was asked to choose the hotel that provided them with the best hospitality experience during the two-year voting period. The historic Gleneagles, with 232 bedrooms, is nestled in the gentle Scottish valleys in the bucolic county of Perthshire. There are very few valid reasons to leave the hotel during the stay, given its renowned restaurants, bars, and countryside activities. The nearest town is a 35-minute drive away, and the Gleneagles resort is the bustling heart of the area, with approximately 50% of its 1,200 employees residing there.
"For the team, this award is of utmost importance. They can go home and tell their moms and dads that they contributed to offering the best service in the world." Inside, a program of activities that O'Leary and his team strive to expand year after year, ensuring there is always something new for regular customers. The main options, as with many luxury resorts in Scotland, include golf. Its three courses are ranked among the best in the world, with the PGA Centenary course having hosted the famous Ryder Cup in 2014. The Spa is also considered the best in the country, and the complex is home to Scotland's only two-Michelin-starred restaurant - Restaurant Andrea Fairlie. Meanwhile, The Strathearn, the hotel's largest restaurant, offers a taste of contemporary Scottish cuisine in a luxurious dining room.
However, Gleneagles is especially known for the region-specific activities it offers. Salmon fishing on the River Tay, horseback riding in the Ochil Hills, game hunting, 4x4 off-roading, falconry, and the latest addition, ferret racing. These are offerings that few other hotels can match. In luxury resorts around the world, hospitality is often synonymous with formality or rigid service, and the protocol for addressing guests relies on routines - something that never happens at Gleneagles.
"What we do here is actually very simple," says O'Leary. "I just try to hire fantastic people. We treat each other with genuine interest, affection, and warmth, and then I trust that these will be the behaviors the team will show to our guests. There are no coded rules for providing perfect hospitality," says CEO Conor O'Leary. For O'Leary, who has worked at Mandarin Oriental London, The Ritz, The Langham, Andaz Liverpool Street, The Churchill, and launched properties in Dubai and across the Middle East, Gleneagles holds a unique place in his career. "Very often in the hotel world, you find yourself wondering, 'What's the next step?' 'Am I progressing fast enough?' But since I've been at Gleneagles, this question has never arisen. I'm not looking elsewhere, and I think that's true for the vast majority of people here. Gleneagles is almost a calling, and when you arrive, you really feel at home."
