Guest Relation Manager

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 e.g.
• 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

Perks

• 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

Development Opportunities

• 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

We'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.

We're a Disability Confident Employer and a member of the Valuable 500. We partner with social enterprises to change attitudes towards disability, and provide opportunities ensuring everyone is able to fulfil their potential at work.