Guest Relation Manager

Be Yourself - Be a Bold Team Player - Be LeonardoOnce you're part of the team, you're part of the Leonardo community of over 55 hotels across the UK & Ireland!Main TasksDrive and deliver exceptional guest care at all timesManage your team effectively by maintaining great communication and sharing knowledge to aid your team members' developmentManage recruitment by sourcing, interviewing and selecting qualified candidates, ensuring a warm welcome for all new startersEnsure prompt resolution of guest complaints; acting as point of escalation for team members as appropriateMaintain expert knowledge of the hotel product, outlets and local area to offer exceptional service and friendly recommendations to guestsEnhance team engagement by implementing HR policies, procedures and complianceTake shared responsibility for business results, goals, and the departmental budgetMaintain awareness of business levels, ensuring operational readiness to achieve guests' expectationsCollaborate with colleagues in other departments to elevate the overall guest experience consistentlyComplete Duty Management shifts as requiredAdhere to Company policies, procedures and relevant legislation at all times - including, but not limited to, Data Protection and Health and Safety regulationsUtilise all relevant systems correctly to complete tasks in a timely mannerComplete any other reasonable request made by a member of the senior management teamPerson SpecificationDevelop a unique style focused on providing exceptional guest service and overall success for the hotel and wider businessNaturally confident leader with a friendly, lead-by-example work style; willing to inspire and grow operational teamsConfident working within brand guidelines to deliver consistent resultsPositive approach to handling multiple challenging priorities and assignmentsGenuine passion for engaging, nurturing and developing individualsMeasurable Performance IndicatorsDemonstrating the Company vision, mission and values when interacting with colleagues and guestsFulfilment of the job skills checklistAspire to exceed hotel revenue goalsAchieving agreed KPIsEngagement, wellness, development and performance of the teamCustomer satisfaction scores e.g. Booking.comRegular review meetings with line managerDepartmental meetings and individual review meetings with the teamOngoing LearningGROWonline BELONG induction and development coursesManagement inductionMonthly technical Academy for managementThe People ProgrammePassion 4 People programme'Come Join Us' Guest Care trainingOpportunity to apply for internal development programmes, such as:'My Ops' Duty Management training'Fast Forward' Management Development programme'Accelerate' Development programmeLevel 4 Apprenticeships in Hospitality ManagementNOTE: 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 & EuropeCompany-wide recognition scheme: you could earn vouchers to spend on a wide range of high street shopsTalent referral schemeThank You Week: from ice cream trucks to yoga classes and lots in between!Wellbeing CalendarOngoing job-related training programmes with clear paths for progressionWe're committed to creating a workplace where every individual-regardless of background, identity, or lived experience-is 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. 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 you'll be on track for a brilliant future in Hospitality!