Guest Relation Manager

Be Yourself – Be a Bold Team Player – Be Leonardo  
Once you’re part of the team, you’re 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 e.g. Booking.com  
• 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.  

• 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.

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!