Senior Guest Relations Manager

Leonardo Hotels; Southampton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading hotel chain seeks a Guest Relations Manager for their Southampton location. You will supervise daily operations, manage the concierge service, and train your team to provide excellent guest experiences. The ideal candidate will have strong operational knowledge and proven customer service skills, with the ability to work flexible hours and lead effectively. Competitive perks include special hotel rates, company recognition schemes, and ongoing training opportunities.

Benefits

Special hotel rates across the UK & Europe

Company-wide recognition scheme

Meals on duty

Talent referral bonus

Wellbeing support and pension scheme

Ongoing training programs

Qualifications

• Experience in branded hotels or restaurants preferred.
• Ability to communicate effectively and motivate team.
• Willingness to work early and late shifts.

Responsibilities

• Supervise daily operations ensuring exceptional guest service.
• Manage concierge service and coordinate duties.
• Respond to guest feedback and implement improvements.
• Develop and train team members to excel in their roles.

Skills

Excellent customer service skills

Strong operational knowledge

Organizational skills

Decision making in fast-paced environments

Upselling abilities

Team management

Computer systems proficiency (Opera, Micros)

Job description

Overview

We have a great opportunity for a Guest Relations Manager to join the team at the iconic Leonardo Royal Hotel Southampton Grand Harbour. We want you to support a brilliant and diverse team to deliver excellence to our valued customers across our amazing hotel.

Responsibilities

• To carry out duty management shifts, plan and ensure the hotel is ready for the days business - preparing for the morning meeting and sharing information with the team
• To be out and about in the hotel, supervising the day to day operation and ensuring exceptional guest service
• To manage the hotel concierge service including coordinating duties and assisting in busy periods
• To carry out pre arrival calls to maximise upselling opportunities and increase guest satisfaction and meet and greet VIP guests
• To respond to all guest feedback, including online reviews and review all complaints and feedback to put in place improvements
• To develop and train the team to be able to deliver their job brilliantly so that we get great feedback from guest
• Please be aware that this role is working a mixture of early and late shifts, five days over seven, which will include evenings and weekends.
• Strong Operational knowledge across either Reception or Food and Beverage Departments or even better both
• Background in branded hotels or restaurants is preferred - so you will understand how we work
• Excellent Customer service skills, standards driven, good organisational skills
• To be able to make decisions in a fast paced environment and to enjoy it
• To be great at up-selling - anticipating customer needs as well as improving the bottom line
• To be able to manage the team and resources available to ensure that the departments are equipped for service via cost controls, stock monitoring and good rota management
• Ability to communicate to and motivate your team providing day to day leadership and direction
• Be able to use computer systems - we use Opera and Micros. (for the occasional time you do get a desk), Disability Confident
• About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .
• Special rates on Leonardo Hotel rooms across the UK & Europe: get planning that city break you've been dreaming of!
• Company-wide recognition scheme: for being your fabulous self, you could earn vouchers to spend on a wide range of high street shops
• Meals on duty
• Talent referral scheme: earn yourself a bonus for recommending a friend to join us
• We love to get together and celebrate: we regularly host Thank You Week (your hotel could have anything from ice cream trucks to pizza parties) and every year we get dressed up in our fanciest threads to host our Employee Awards Celebration
• The important stuff: access to the Company Pension Scheme, Life Assurance and Wellbeing Support
• Ongoing job-related training programmes with clear paths for progression