Guest Experience & M&E Operations Lead

Leonardo Hotels; England; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Special rates on Leonardo Hotel rooms

Company-wide recognition scheme

Thank You Week activities

Ongoing training with progression

Job summary

Leonardo Hotels in the United Kingdom is seeking a Guest Care Shift Supervisor to lead the front-of-house team during busy service periods. You will coach colleagues, ensure consistent guest experiences, and uphold brand standards while delivering memorable moments for guests.

You'll collaborate with other departments, implement SOPs, and participate in training to raise service levels. A hands-on leader with a passion for hospitality will thrive here.

Qualifications

• Genuine passion for delivering memorable guest experiences and leading the team on shift.
• Excellent leadership with a hands-on, lead-by-example approach.
• 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.

Responsibilities

• 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 engages guests.
• Communicate guest feedback to the team and improve service standards.
• Ensure safety and adherence to Manual Handling and health and safety regulations.
• Implement SOPs and conduct regular training on service standards and products.
• Support revenue postings and inventory management for assets and equipment.
• Collaborate with other departments for seamless coordination.
• Assist with recruitment by sourcing, interviewing and selecting candidates.
• Utilise systems to complete tasks in a timely manner.

Skills

Guest service leadership

Team supervision

Shift leadership

Brand guideline compliance

Creative problem solving

Multitasking

Customer-focused

Job description

Leonardo Hotels in the United Kingdom is seeking a Guest Care Shift Supervisor to lead the front-of-house team during busy service periods. You will coach colleagues, ensure consistent guest experiences, and uphold brand standards while delivering memorable moments for guests.

You'll collaborate with other departments, implement SOPs, and participate in training to raise service levels. A hands-on leader with a passion for hospitality will thrive here.