Guest Experience Leader: Hotel Operations & Growth

Leonardo-Hotel-Newcastle-Quayside; Newcastle upon Tyne; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Special rates on Leonardo Hotel rooms

Company-wide recognition scheme

Talent referral scheme

Wellbeing Calendar

Ongoing training programs

Come Join Us Guest Care training

Job summary

Leonardo Hotel Newcastle Quayside is seeking a Duty Manager to lead guest services and support day-to-day hotel operations. You will drive exceptional guest care, mentor teams, and ensure standards across all departments are met in line with SOPs.

You will work closely with Heads of Departments, handle guest feedback, assist with recruitment and training, and uphold Health & Safety regulations. A proactive, brand‑aware leader who thrives in a busy hospitality environment will excel.

Qualifications

• Experience leading hospitality teams with a guest-first mindset.
• Strong communication and coaching skills.
• Ability to resolve guest issues promptly and professionally.
• Knowledge of Health & Safety due to HACCP/COSHH references in the role.
• Ability to work within brand guidelines and company policies.

Responsibilities

• Drive and deliver exceptional guest care at all times.
• Assist with the management of the team by maintaining great communication and knowledge sharing.
• Assist with the management of hotel operations across departments in line with SOPs and standards.
• Aim for high guest satisfaction; promptly resolve complaints and respond to reviews.
• Support Heads of Department with ER, training and recruitment.
• Adhere to Health & Safety, Data Protection and related regulations.
• Utilise all relevant systems to complete tasks efficiently and accurately.
• Complete any other reasonable request from senior management.

Skills

Guest service leadership

Team leadership

Communication

People development

Adaptability

Brand guideline compliance

Customer satisfaction focus

Job description

Leonardo Hotel Newcastle Quayside is seeking a Duty Manager to lead guest services and support day-to-day hotel operations. You will drive exceptional guest care, mentor teams, and ensure standards across all departments are met in line with SOPs.

You will work closely with Heads of Departments, handle guest feedback, assist with recruitment and training, and uphold Health & Safety regulations. A proactive, brand‑aware leader who thrives in a busy hospitality environment will excel.