Front Office & Concierge Associate - Full Time

Leonardo Hotels; Manchester; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Special rates on Leonardo Hotel rooms

Company-wide recognition scheme

Thank You Week: activities and events

Ongoing training and progression

Job summary

Leonardo Hotels is seeking a Front Office & Concierge Associate for a full-time role in the Manchester area. You will manage check-in/check-out, handle guest inquiries, and collaborate with departments to deliver a seamless guest experience.

Upselling opportunities and safety protocols are part of the role, with ongoing training and a strong guest-care culture. You will be the first point of contact for guests, delivering professional service, managing complaints, and promoting the hotel’s

Qualifications

• 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 Guest Care culture; be empowered to work on your own initiative.
• Friendly team player with the ability to work effectively with others.
• Confident communicator open to feedback and improvements.

Responsibilities

• Handle check-in and check-out with exceptional guest care; ensure smooth arrivals and departures.
• Answer inbound calls professionally and route inquiries appropriately.
• Upsell room upgrades, breakfasts and seasonal offers in line with targets.
• Assist guests with car valet parking and vehicle collection.
• Manage guest complaints calmly and escalate to the Duty Manager when needed.
• Maintain expert knowledge of hotel products and outlets to enhance service.

Skills

Guest care

Pro-active

Communication

Team player

Customer service

Initiative

Job description

Front Office & Concierge Associate - Full Time

• Offer exceptional guest care at all times
• Manage check-in and check-out processes, offering exceptional experiences to all arriving and departing guests
• Answer the telephone in a professional manner and appropriately action enquiries
• Collaborate with colleagues in other departments to elevate the overall guest experience consistently
• As the first point of contact manage guest complaints calmly and professionally; escalating to the Duty Manager as appropriate
• Maintain expert knowledge of the hotel product and outlets to offer exceptional service to guests
• Upsell room upgrades, breakfast and seasonal offers in adherence with departmental targets
• Follow safety and security protocols to protect guests with particular adherence to Key Security
• 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

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

• Complete a wide range of concierge duties to provide excellent guest service.
• Assist guests with car valet parking and vehicle collection.
• Safely park, retrieve and manoeuvre guests' vehicles as required.
• Provide a professional and welcoming service to all guests.
• Assist with luggage handling and other guest requests.
• Maintain a high standard of presentation, professionalism and customer service.

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

• GROW online 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:

• Graduate programme
• Level 2 Apprenticeships in Hospitality

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 you 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
• Thank You Week: from ice cream trucks to yoga classes and lots in between!
• 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!