Guest Relations Executive

LMG - Hotel Gotham is Limited Edition, which is a collection of distinctive hotels that have their own characters. Our diverse and friendly teams focus on delivering exceptional guest care, ensuring every guest feels welcomed. Limited Edition is a part of the Leonardo Hotels portfolio.

Main Tasks

• Offer exceptional guest care at all times
• Maintain expert knowledge of the hotel product, outlets and local area to offer exceptional service and friendly recommendations to guests
• Prioritise and resolve guest queries in a fast-paced environment, acting professional and efficient at all times
• Organise special occasion requests and VIP stays to create memorable experiences
• Collaborate with colleagues in other departments to elevate the overall guest experience consistently
• 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 or a supervisor
• Helping with Club Brass Enquiries
• Show Rounds
• Adding to app/tracker once Joined
• Keeping track of renewals & contracting members
• Members events calendar
• Hosting Members Events
• Sending out comms
• Adding traces to membership rooms - applying upgrades & brief reception/concierge
• Invoicing / Payment links
• Booking members at reciprocal clubs, and reciprocal members in with us
• Managing club brass membership passes
• Main point of contact for everything membership related
• Partnerships with TSC/MYP - managing their event calendar

Person Specification

• Genuine passion for delivering memorable moments to guests
• Positive approach to changing service environments and priorities
• Pro-active with a hands-on approach to delivering consistent results
• Embrace the Leonardo Hotels’ Guest Care culture; be empowered to work on your own initiative
• Friendly team player with the ability to work effectively and efficiently with others
• A confident communicator willing to make suggestions for improvements, and open to feedback from colleagues
• Engaged with hotel initiatives to support the local community

Measurable Performance Indicators

• Demonstrating the Company vision, mission and values when interacting with colleagues and guests
• Customer reviews
• Achieving agreed KPIs
• Fulfilment of the job skills checklist
• Customer satisfaction scores e.g. Booking.com
• Regular review meetings with line manager

Available Ongoing Learning

• GROWonline BELONG induction and development courses
• Academy Technical skills training
• Team Coach
• ‘Come Join Us’ Guest Care training
• Opportunity to apply for internal development programmes, such as:

• Junior Chef Development programme
• Graduate programme
• Level 2 Apprenticeships in Hospitality

Some of the perks our Guest Relations Executive 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.

We look after our colleagues just as well as we look after our guests. Once you join a Limited Edition, you’re part of the Leonardo community of over 55 hotels across the UK & Ireland. 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!