Podcast
Episode 25: The Heritage and Hospitality Approach with Gleneagles and Estelle Manor
Can a hotel with a century of history lead the way in digital innovation? Gleneagles paves the way with a human-first approach.
Whether it’s a chauffeured drive from the Edinburgh Gleneagles Townhouse or a picnic feast with Scottish lobster in the Highlands, Gleneagles is the gold standard for the modern getaway. In this episode, I chat with Conor O’Leary, Group Managing Director, about his journey from Dubai to Perthshire and the philosophy behind the brand’s latest success, Estelle Manor. Learn why a “human-first” approach to service, a fleet of Land Rover Defenders, and a well-timed candy cart are the keys to a repeat-guest rate that is the envy of the industry.
Tucked away in the scenic Scotland countryside, Gleneagles recently celebrated its centenary, marking 100 years since its 1924 debut. Affectionately known as a “Glorious Playground”, the estate is a masterclass in architecture, blending the cozy charm of a traditional country house with the opulent grandeur of a classic railway hotel. Originally established by 20th-century train companies to create an aspirational travel destination, that legacy lives on today: many guests still depart from London Kings Cross to reach the rolling Perthshire hills—a delightful nod to the hotel’s historic roots.
The ease of adventure is just one of the many things that makes Gleneagles such a compelling getaway destination. Three championship golf courses run through the property. Falconry and gundog training are both highly favored. Perhaps the most popular way to experience the rolling hills is also the simplest—a walk through the Perthshire wilds. These excursions, available guided or at your own pace, culminate in a quintessential Gleneagles moment: a lavish picnic spread of Scottish lobster and local strawberries, paired with regional cheeses and chilled Champagne.
The Gleneagles Townhouse in Edinburgh is a bit newer, opening in 2020, and taps into the bustling surrounding community. Often, international guests begin their holiday with a stay at the Townhouse to enjoy a few days exploring the city, followed by a chauffeured, one-hour drive up to the estate. Something frequently anticipated is Gleneagles’ iconic Scottish breakfast spread, designed to start the day properly. The Strathearn, the hotel’s original restaurant, sets out a truly epic meal, with omelets, bacon, sausages, haggis, porridge, smoked salmon complemented by a dram of whiskey. Evening cuisine options prove just as impressive, with options ranging from a local pub at the golf course to a two-Michelin star restaurant, and everything in between (complete with a candy cart that makes the rounds at the end of a meal).
1,500 team members comprise the staff, with over half hailing from Scotland. There’s an immense sense of pride felt by those who work there, many of whom have spanned their careers with the company. The brand’s enduring appeal is best reflected in its multi-generational legacy, with families returning decade after decade to create a high volume of loyal, repeat stays. The Linkman, wearing the Gleneagles tartan, greets each guest upon arrival, creating an immediate sense of welcome from the moment they step foot on the 850-acre estate.
Growing up in Stratford-Upon-Avon (famously known as Shakespeare’s hometown), Conor got his foot in the door of the hospitality industry working in bars and restaurants on weekends and summer holidays. After determining that the hotel industry would be a great fit for his long-term career, Conor spent years in London with Hyatt and eventually moved to Asia to work at the Grand Hyatt Dubai. He started his tenure with Gleneagles in 2016 and has happily lived in Perth ever since.
Estelle Manor, the brand’s latest endeavor, opened about two years ago. Set in Oxfordshire right on the edge of the Cotswolds, this country club and hotel acts as a countryside companion to private membership club Maison Estelle in Mayfair, London. The goal of membership is to attract a mix of people to cultivate a like-minded community that, in their words, “brings people together who have plenty to say and nothing to prove.” The Eynsham Baths are a particular draw. Set in a 3,000 square meter Roman-inspired spa, guests are encouraged to unplug and unwind in the vast tepidarium bathing hall.
Giving time back is a consistent theme across the portfolio, which, in their view, is where true luxury lies. Once a guest steps on property, the goal is for the staff to take care of their every need, including driving people to their various outdoor pursuits in a fleet of vintage and new Land Rover Defenders. When it comes to AI and technological innovation, Gleneagles’ perspective is to remain human-first, while utilizing tech behind the scenes. AZDS began partnering with the brand in 2024, developed a fully custom booking engine with seamless OHIP integration to great success, which helps complement the hotel’s main objective of spending more time interacting with guests. Conor has seen AI-implementation help with team planning efficiencies as well, from housekeeping to restaurant coordination.
“Look, everyone’s got different views on AI and the guest impact. I don’t ever see a day where someone arrives at Gleneagles and goes straight up to their room without interacting with our team. That’s not the experience we want to create. But there’s loads of tools that allow us to have better conversations when people arrive. We can get people into the room quicker, clean it quicker and so on with these tools, allowing those interactions to be more meaningful.”
LTI’s signature rapid fire questions closed out our conversation. For personal travel, Conor is heading to New York for a foodie weekend tour of restaurants that have been on his “must-try” list. Looking back at travel in the past, he remarks on the glamour of a two-martini lunch, which is emblematic of a time when one could unplug and enjoy the moment. For future innovation, he remarks on the necessity of a singular light switch panel to control a hotel room.
Thank you, Connor, for joining me on this episode of Luxury Travel Innovators. The full episode is available to listen to and watch on Spotify, Apple Podcasts and Youtube.
