SENIOR GUEST RELATIONS MANAGER

Overview

We have a great opportunity for a Guest Relations Manager to join the team at the iconic Leonardo Royal Hotel Southampton Grand Harbour. We want you to support a brilliant and diverse team to deliver excellence to our valued customers across our hotel.

Experience We Expect

• Strong operational knowledge across either Reception or Food and Beverage Departments, or both
• Background in branded hotels or restaurants is preferred – you will understand how we work
• Excellent customer service skills, standards driven, good organisational skills
• Ability to make decisions in a fast-paced environment and enjoy it
• Strong up-selling ability – anticipate customer needs and improve the bottom line
• Ability to manage the team and resources to ensure departments are equipped for service via cost controls, stock monitoring and good rota management
• Ability to communicate to and motivate your team, providing day-to-day leadership and direction
• Proficiency with computer systems – Opera and Micros

Your Responsibilities Will Be

• Carry out duty management shifts, plan and ensure the hotel is ready for the day’s business – prepare for the morning meeting and share information with the team
• Be out and about in the hotel, supervising day-to-day operations and ensuring exceptional guest service
• Manage the hotel concierge service, including coordinating duties and assisting in busy periods
• Carry out pre-arrival calls to maximise upselling opportunities and increase guest satisfaction, and meet and greet VIP guests
• Respond to all guest feedback, including online reviews, and review all complaints and feedback to implement improvements
• Develop and train the team to deliver their job brilliantly so we get great feedback from guests

Please be aware that this role is working a mixture of early and late shifts, five days over seven, which will include evenings and weekends.

Benefits

• Special rates on Leonardo Hotel rooms across the UK & Europe
• Company-wide recognition scheme with vouchers for high street shops
• Meals on duty
• Talent referral scheme with a bonus for recommending a friend
• Social events and celebrations including Thank You Week and annual Employee Awards Celebration
• Access to Company Pension Scheme, Life Assurance and Wellbeing Support
• Ongoing job-related training with clear paths for progression

About Leonardo Royal Hotel Southampton Grand Harbour

A 15-minute walk from Southampton City Art Gallery, this upscale hotel features a modern design with a glass facade. It offers stylish rooms with free Wi-Fi, flat-screen TVs, and tea/coffee facilities. Some rooms include sea views. Facilities include a restaurant, a glass-covered bistro/bar, a gym, an indoor pool, spa facilities, and parking (fee). Day-use rooms, a lounge, and ship transfers (fee) are available for cruise passengers.

About Leonardo Hotels

At Leonardo Hotels, the vision is to be the first choice for everyone who values genuine hospitality. Leonardo Hotels is part of the Fattal Hotels Group, which operates over 230 hotels across Europe and Israel. We look after over 50 hotels in the UK & Ireland, with approximately 4,000 employees and multiple brands. We emphasize career development and recruit operations team members for personality—how you interact with others and demonstrate our values: Consistent, Friendly, Genuine, Positive and Willing.

All careers in our hotels offer customer interaction, variety, and a fun, friendly working environment. We host activities such as summer barbecues, Christmas parties, Thank You Week, and birthday celebrations. We offer employee benefits including discounts on overnight stays and performance-based rewards via our Leo Points system.