Assistant M&E Operations Manager

Leonardo Royal Hotel Southampton Grand Harbour; Southampton; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Special hotel room rates across the UK

Company-wide recognition scheme

Talent referral scheme

Wellbeing calendar

Job summary

Leonardo Royal Hotel Southampton Grand Harbour is seeking an Assistant M&E Operations Manager to lead a shift, support the M&E Operations Manager, and uphold exceptional guest care. You will train staff, implement SOPs and ensure safety across the department.

The role focuses on delivering engaging guest experiences, effective team coordination, and adherence to company policies while collaborating with other departments to maintain high service standards.

Qualifications

• Experience in hotel operations management or similar leadership role.
• Strong focus on guest satisfaction and service standards.
• Proven ability to train staff and implement SOPs.

Responsibilities

• Offer exceptional guest care and supervise the team for each shift.
• Support the M&E Operations Manager in leading a service programme to engage guests.
• Ensure safety, manual handling and adherence to health & safety regulations.

Skills

Guest care leadership

Team supervision

Service delivery

Safety compliance

Recruitment

Tools

PMS systems

HR software

Job description

Be Yourself – Be a Bold Team Player – Be LeonardoOnce you’re part of the team, you’re part of the Leonardo community of over 55 hotels across the UK & Ireland!Main Tasks• Offer exceptional guest care at all times• Provide support to and supervise the team for an effective and efficient shift• Support the M&E Operations Manager in leading a service programme that ensures the guest experience is truly engaging• Communicate guest feedback to the team and continuously strive to improve guest service standards and satisfaction by fostering positive guest experiences• Ensure everyone in the department is operating in a safe and orderly manner, with particular adherence to Manual Handling• Implement SOPs to ensure consistent and high-quality service delivery, while also conducting regular training sessions to familiarise team members with the hotel’s service standards and products• Support the M&E Operations Manager ensuring all revenues are posted accurately and in a timely manner• Help to enhance team engagement by implementing HR policies, procedures and compliance• Collaborate with other departments to ensure seamless coordination• Provide support for recruitment by sourcing, interviewing and selecting qualified candidates, ensuring a warm welcome for all new starters• Support the M&E Operations Manager with inventory management and ongoing maintenance of operating equipment and other assets• 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 teamPerson Specification• Genuine passion for delivering memorable moments to guests and leading the team on shift• Excellent leadership skills with a friendly, hands-on approach and lead-by-example work style• Confident working within brand guidelines to deliver consistent results• Willing to find creative solutions, and offer advice and recommendations• Continually strive to attain new skills, ensuring best practice and service delivery• Positive approach to handling multiple challenging priorities and assignmentsMeasurable Performance Indicators• Demonstrating the Company vision, mission and values when interacting with colleagues and guests• Fulfilment of the job skills checklist• Achieving agreed KPIs• Customer satisfaction scores e.g. Booking.com• Regular review meetings with line managerOngoing Learning• GROWonline BELONG induction and development courses• Academy Technical skills training• Mental Health First Aider training• Fire Marshal training• Manual Handling Trainer• ‘Come Join Us’ Guest Care training• Opportunity to apply for internal development programmes, such as:o ‘Insights’ Development programmeo The People Programmeo Level 3 Apprenticeships in Team LeadingNOTE: 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.Some of the perks our Assistant M&E Operations Manager could enjoy include:Special rates on Leonardo Hotel rooms across the UK & EuropeCompany-wide recognition scheme: you could earn vouchers to spend on a wide range of high street shopsTalent referral schemeThank You Week: from ice cream trucks to yoga classes and lots in between!Wellbeing CalendarOngoing job-related training programmes with clear paths for progressionWe’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.Why come join us as a Assistant M&E Operations Manager?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!