Assistant M&E Operations Manager

Leonardo Hotels; Southampton; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Special hotel rates across UK & Europe

Recognition scheme

Talent referral scheme

Wellbeing calendar

Training and development programmes

Job summary

Leonardo Royal Hotel Southampton Grand Harbour is seeking an Assistant M&E Operations Manager to lead the on-shift team, uphold guest service excellence and help drive the service programme across the hotel. You will train staff, implement SOPs, and ensure safety compliance while supporting recruitment, budgeting and asset maintenance.

You will collaborate with departments to deliver memorable guest experiences, adhere to brand standards and contribute to a positive, inclusive work environment

Qualifications

• Proven leadership and shift management skills.
• Strong guest-service mindset with ability to drive guest satisfaction.
• Ability to train and develop team members on service standards.
• Excellent communication and collaboration across departments.
• Knowledge of HR policies, recruitment and compliance.

Responsibilities

• Lead the on-shift M&E team to deliver high guest service standards.
• Support M&E Operations Manager in service programme delivery.
• Train staff on hotel standards and safety procedures.
• Ensure SOPs are followed and safety and manual handling policies are observed.
• Assist with recruitment, onboarding and performance feedback.
• Monitor inventory and maintenance of operating equipment and assets.
• Collaborate with other departments for seamless guest experiences.

Skills

Leadership

Guest care

Team supervision

Communication

HR policies

Tools

SOPs

Job description

## Assistant M&E Operations ManagerApply: LSG - Leonardo Royal Hotel Southampton Grand Harbour: Full time: Posted Today: JR106285Be 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** • 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 team Person 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 assignments Measurable 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 manager Ongoing 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 programme o The People Programme o Level 3 Apprenticeships in Team Leading 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.Some of the perks our Assistant M&E Operations Manager 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 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!