At a Glance
- Tasks: Deliver exceptional guest care and lead a dynamic team to success.
- Company: Join a welcoming hotel brand that values diversity and inclusion.
- Benefits: Enjoy special room rates, recognition schemes, and wellness activities.
- Other info: Opportunities for career progression and ongoing training in hospitality management.
- Why this job: Make a real impact on guest experiences while developing your leadership skills.
- Qualifications: Confident leader with a passion for guest service and team development.
The predicted salary is between 30000 - 40000 £ per year.
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.
Perks
- 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.
Guest Relation Manager in Birmingham employer: Leonardo Hotel Management (UK) Limited
As a Guest Relation Manager at our hotel, you will thrive in a vibrant work culture that prioritises exceptional guest care and team development. With access to ongoing training programmes, clear paths for progression, and unique perks like special room rates and wellness initiatives, we are dedicated to fostering an inclusive environment where every employee feels valued and empowered to succeed. Join us in creating memorable experiences for our guests while enjoying a fulfilling career in the heart of hospitality.
Contact Details:
Leonardo Hotel Management (UK) Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Relation Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the hospitality industry and let them know you're on the lookout for a Guest Relation Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Show off your personality! When you get that interview, be sure to let your genuine passion for guest service shine through. Share stories that highlight your experience and how you've gone above and beyond for guests in the past.
✨Tip Number 3
Research the company culture! Before your interview, dive into the hotel’s values and mission. This will help you tailor your responses and demonstrate that you’re not just a fit for the role, but also for the team.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to keep yourself top of mind and show your enthusiasm for the position.
We think you need these skills to ace Guest Relation Manager in Birmingham
Some tips for your application 🫡
Show Your Passion for Guest Care:When writing your application, let your enthusiasm for exceptional guest service shine through. Share specific examples of how you've gone above and beyond to create memorable experiences for guests in the past.
Highlight Your Leadership Style:As a Guest Relation Manager, your leadership skills are key. Make sure to describe your approach to managing teams, how you communicate effectively, and how you inspire others to achieve their best.
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific requirements mentioned in the job description. Show us how your experience aligns with our values and goals.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at Leonardo Hotel Management (UK) Limited
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of the hotel and its offerings. Familiarise yourself with the local area and any unique features that set it apart. This will help you answer questions confidently and show your genuine interest in providing exceptional guest service.
✨Showcase Your Leadership Style
As a Guest Relation Manager, your leadership style is crucial. Be prepared to discuss how you inspire and develop your team. Share specific examples of how you've successfully managed a team or resolved conflicts in the past. This will demonstrate your ability to lead by example and foster a positive work environment.
✨Prepare for Scenario Questions
Expect to be asked about how you would handle various guest complaints or team challenges. Think through potential scenarios and how you would approach them. This will not only showcase your problem-solving skills but also your commitment to maintaining high standards of guest care.
✨Engage with the Interviewers
Remember, an interview is a two-way street! Ask thoughtful questions about the company culture, team dynamics, and expectations for the role. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you. Plus, it makes for a more engaging conversation!
