SENIOR GUEST RELATIONS MANAGER

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

Job summary

A prestigious hotel in Southampton is seeking a Guest Relations Manager. This role involves overseeing daily hotel operations, ensuring exceptional guest service, and leading a dynamic team. Applicants should possess strong operational knowledge and excellent customer service skills. The position requires managing concierge services and responding to guest feedback. This role comes with various perks including employee discounts and recognition schemes.

Benefits

Special rates on hotel rooms

Company-wide recognition scheme

Meals on duty

Talent referral scheme

Regular team celebrations

Access to pension and wellbeing support

Ongoing training programs

Qualifications

• Experience in branded hotels or restaurants preferred.
• Strong ability to communicate and lead a team.
• Skills in managing departmental resources effectively.

Responsibilities

• Conduct duty management shifts and prepare daily operations.
• Supervise day-to-day hotel operations ensuring guest service excellence.
• Manage concierge services and upselling opportunities.
• Respond to guest feedback to implement improvements.
• Develop and train the team for better guest satisfaction.

Skills

Strong Operational knowledge

Excellent Customer service skills

Good organisational skills

Decision making in fast paced environment

Ability to motivate teams

Computer skills (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.

Experience We Expect

• 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)

Your Responsibilities Will Be

• 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.

Some Of The Perks You Could Enjoy Include

• 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

About Leonardo Royal Hotel Southampton Grand Harbour

A 15-minute walk from Southampton City Art Gallery, this upscale, modern hotel with a sloping glass facade is 0.8-mile walk from the Mayflower Theatre. Stylish rooms have free Wi-Fi, flat-screen TVs, and tea and coffeemaking facilities. Some add sea views. Upgraded rooms include sitting areas and balconies, while suites add kitchenettes and/or whirlpool tubs. There\'s a relaxed restaurant with floor-to-ceiling windows, and a glass-covered bistro/bar with a terrace. Other amenities include a gym, an indoor pool and spa facilities, plus parking (fee). Day-use rooms, a lounge and ship transfers (fee) are available for cruise passengers.

About Leonardo Hotels

At Leonardo Hotels, our vision is very simple: to be the first choice for everyone who values genuine hospitality. Built on decades of hotelier know-how, we are part of the Fattal Hotels Group, which operates over 230 hotels across Europe and Israel. We look after over 50 hotels here in the UK & Ireland, and have come a long way since we opened our first hotel in Ireland back in 1993! With approximately 4,000 employees and multiple brands we are a dynamic, innovative and fast-growing company.

As an employer we put a big emphasis on career development and as a rule we recruit our operations team members for personality- it is all about how you interact with others and how you can demonstrate our values: Consistent, Friendly, Genuine, Positive and Willing

At Leonardo Hotels each and every team member is individually valued and respected for who you are. All careers within our hotels offer customer interaction, a great deal of variety, and a fun and friendly working environment. We strive to make all of our hotels great places to work, and get our teams involved in activities such as summer barbecues, Christmas parties, Thank You Week and birthday celebrations!

We also offer excellent employee benefits, including huge discounts on overnight stays at our hotels as well as performance-based rewards via our Leo Points system- these range from vouchers to a well-deserved day off!