Guest Experience Concierge & Front Desk Pro

Leonardo Hotels; Manchester; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Special rates on Leonardo Hotel rooms

Recognition and vouchers program

Talent referral scheme

Thank You Week and wellbeing calendar

Ongoing training with progression

Job summary

Leonardo Hotels in Manchester is seeking a guest-focused team member to manage check-in and check-out, respond to enquiries, and collaborate with colleagues to elevate the guest experience across outlets.

You will upsell room upgrades and breakfasts, handle guest complaints calmly, and ensure accurate use of hotel systems while adhering to data protection and safety policies. This role offers growth opportunities within Leonardo's UK & Europe properties.

Responsibilities

• 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, 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.

Job description

Leonardo Hotels in Manchester is seeking a guest-focused team member to manage check-in and check-out, respond to enquiries, and collaborate with colleagues to elevate the guest experience across outlets.

You will upsell room upgrades and breakfasts, handle guest complaints calmly, and ensure accurate use of hotel systems while adhering to data protection and safety policies. This role offers growth opportunities within Leonardo's UK & Europe properties.