Guest Relations Manager

Be Yourself Be a Bold Team Player Be Leonardo

Find out more about this role by reading the information below, then apply to be considered.
Once youre part of the team, youre part of the Leonardo community of over 55 hotels across the UK & Ireland!
Main Tasks

Drive and deliver exceptional guest care at all times
Manage your team effectively by maintaining great communication and sharing knowledge to aid your team members development
Manage recruitment by sourcing, interviewing and selecting qualified candidates, ensuring a warm welcome for all new starters
Ensure prompt resolution of guest complaints; acting as point of escalation for team members as appropriate
Maintain expert knowledge of the hotel product, outlets and local area to offer exceptional service and friendly recommendations to guests
Enhance team engagement by implementing HR policies, procedures and compliance
Take shared responsibility for business results, goals, and the departmental budget
Maintain awareness of business levels, ensuring operational readiness to achieve guests expectations
Collaborate with colleagues in other departments to elevate the overall guest experience consistently
Complete Duty Management shifts as required
Adhere to Company policies, procedures and relevant legislation at all times including, but not limited to, Data Protection and Health and Safety regulations
Utilise all relevant systems correctly to complete tasks in a timely manner
Complete any other reasonable request made by a member of the senior management team
Person Specification Develop a unique style focused on providing exceptional guest service and overall success for the hotel and wider business
Naturally confident leader with a friendly, lead-by-example work style; willing to inspire and grow operational teams
Confident working within brand guidelines to deliver consistent results
Positive approach to handling multiple challenging priorities and assignments
Genuine passion for engaging, nurturing and developing individuals
Measurable Performance Indicators Demonstrating the Company vision, mission and values when interacting with colleagues and guests
Fulfilment of the job skills checklist
Aspire to exceed hotel revenue goals
Achieving agreed KPIs
Engagement, wellness, development and performance of the team
Customer satisfaction scores
Regular review meetings with line manager
Departmental meetings and individual review meetings with the team
Ongoing Learning
GROWonline BELONG induction and development courses
Management induction
Monthly technical Academy for management
The People Programme
Passion 4 People programme
Come Join Us Guest Care training
Opportunity to apply for internal development programmes, such as: My Ops Duty Management training
Fast Forward Management Development programme
Accelerate Development programme
Level 4 Apprenticeships in Hospitality Management
NOTE: The learning opportunities listed above are correct at the time of issue and are subject to change. You must speak with your line manager if you are interested in pursuing any training courses or programmes. Some of the perks our Guest Relation Manager could enjoy include: Special rates on Leonardo Hotel rooms across the UK & Europe
Company-wide recognition scheme: you could earn vouchers to spend on a wide range of high street shops
Talent referral scheme
Thank You Week: from ice cream trucks to yoga classes and lots in between!
Wellbeing Calendar
Ongoing job-related training programmes with clear paths for progression
Were committed to creating a workplace where every individualregardless of background, identity, or lived experienceis welcomed, valued, and respected for who they are. Belonging means embracing our differences and ensuring everyone feels seen, heard, and empowered.
Why come join us as a Guest Relation Manager? We look after our colleagues just as well as we look after our guests. xwzovoh Our regular Learning Bites, Come Join Us Guest Care training and Wellbeing webinars all help your progress with us. With support on tap, top-notch practical training and clear progression youll be on track for a brilliant future in Hospitality!