Main Tasks
* Offer exceptional guest care at all times
* Provide support to and supervise the team for an effective and efficient shift
* Support the M&E Operations Manager in leading a service programme that ensures the guest experience is truly engaging
* Communicate guest feedback to the team and continuously strive to improve guest service standards and satisfaction by fostering positive guest experiences
* Ensure everyone in the department is operating in a safe and orderly manner, with particular adherence to Manual Handling
* Implement SOPs to ensure consistent and high-quality service delivery, while also conducting regular training sessions to familiarise team members with the hotel's service standards and products
* Support the M&E Operations Manager ensuring all revenues are posted accurately and in a timely manner
* Help to enhance team engagement by implementing HR policies, procedures and compliance
* Collaborate with other departments to ensure seamless coordination
* Provide support for recruitment by sourcing, interviewing and selecting qualified candidates, ensuring a warm welcome for all new starters
* Support the M&E Operations Manager with inventory management and ongoing maintenance of operating equipment and other assets
* Utilise all relevant systems correctly to complete tasks in a timely manner
* Adhere to Company policies, Code of Conduct, procedures and relevant legislation at all times - including, but not limited to, Data Protection and Health and Safety regulations
* Complete any other reasonable request made by a member of the management team
Person Specification
* Genuine passion for delivering memorable moments to guests and leading the team on shift
* Excellent leadership skills with a friendly, hands-on approach and lead-by-example work style
* Confident working within brand guidelines to deliver consistent results
* Willing to find creative solutions, and offer advice and recommendations
* Continually strive to attain new skills, ensuring best practice and service delivery
* Positive approach to handling multiple challenging priorities and assignments
Measurable Performance Indicators
* Demonstrating the Company vision, mission and values when interacting with colleagues and guests
* Fulfilment of the job skills checklist
* Achieving agreed KPIs
* Customer satisfaction scores e.g. Booking.com
* Regular review meetings with line manager
Ongoing Learning
* GROWonline BELONG induction and development courses
* Academy Technical skills training
* Mental Health First Aider training
* Fire Marshal training
* Manual Handling Trainer
* 'Come Join Us' Guest Care training
* Opportunity to apply for internal development programmes, such as:
o 'Insights' Development programme
o The People Programme
o Level 3 Apprenticeships in Team Leading
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 you 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
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.
Why come join us?
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!
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