The Guest Relations Manager will direct the strategic initiatives and objectives of the Guest Relations department, as well as managing day to day operations through the engagement of the team. All members of the department work together to create memorable moments for guests, in line with both company and hotel-specific service standards, and collaborate closely with other departments within the hotel. You will act as an ambassador for your own hotel and the wider Leonardo Hotels estate, demonstrating the company vision, mission and values. At all times, you will treat others around you with respect, dignity and fairness. As a Guest Relations Manager you'll be a face of the hotel, so we want you to bring your warm and friendly personality to work with you every day. Take a deep breath because you'll be stepping into a busy role! Working as part of a vibrant team, you'll be taking care of everything that might be sought after by a guest, with a true desire to satisfy their needs in the fast-paced environment of our hotel. If you're our ideal Guest Relations Manager, you will:
Responsibilities
* Enjoy engaging with guests and creating those "wow" moments – we love that our guests leave with a desire to come back!
* Use your savvy knowledge to offer guidance and local recommendations for a great stay in the city
* Feel confident to promote the services that we offer at the hotel
* Act as an approachable point of contact between guests and the team
* Be able to multitask and manage guests' queries efficiently
* Carry out duty management shifts, plan and ensure the hotel is ready for the day's business
* Respond to all guest feedback, including online reviews, and review complaints and feedback to put in place improvements
Benefits
* Special rates on Leonardo Hotel rooms across the UK & Europe
* Company‑wide recognition scheme – 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 are 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.
Disability Confident
Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer.
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