Shift-Lead: M&E Operations & Guest Experience

Leonardo Hotel Management (UK) Limited; Southampton; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Special rates on Leonardo Hotel rooms

Company-wide recognition scheme

Talent referral scheme

Thank You Week

Wellbeing Calendar

Ongoing job-related training

Job summary

Leonardo Hotel Management (UK) Limited is seeking an Assistant M&E Operations Manager to lead a busy shift, deliver exceptional guest care, and support the M&E Operations Manager in running a service programme that enhances the guest experience. You will train and supervise the team, implement SOPs, manage inventory, and collaborate with other departments to ensure seamless coordination.

You will recruit and onboard new starters, ensure safe operations, and maintain adherence to health and

Qualifications

• Genuine passion for delivering memorable moments to guests and leading the team on shift.
• Excellent leadership skills with a friendly, hands-on approach and lead-by-example work style.
• 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.
• Positive approach to handling multiple challenging priorities and assignments.

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 ensures the guest experience is truly engaging.
• Communicate guest feedback to the team and continuously strive to improve guest service standards and satisfaction by fostering positive guest experiences.
• Ensure everyone in the department is operating in a safe and orderly manner, with particular adherence to Manual Handling.
• Implement SOPs to ensure consistent and high-quality service delivery, while conducting regular training sessions to familiarise team members with the hotel’s service standards and products.
• Support the M&E Operations Manager ensuring all revenues are posted accurately and in a timely manner.
• Help to enhance team engagement by implementing HR policies, procedures and compliance.
• Collaborate with other departments to ensure seamless coordination.
• Provide support for recruitment by sourcing, interviewing and selecting qualified candidates, ensuring a warm welcome for all new starters.
• Support the M&E Operations Manager with inventory management and ongoing maintenance of operating equipment and other assets.
• 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.

Skills

Guest care leadership

Team leadership

Brand guideline compliance

Job description

Leonardo Hotel Management (UK) Limited is seeking an Assistant M&E Operations Manager to lead a busy shift, deliver exceptional guest care, and support the M&E Operations Manager in running a service programme that enhances the guest experience. You will train and supervise the team, implement SOPs, manage inventory, and collaborate with other departments to ensure seamless coordination.

You will recruit and onboard new starters, ensure safe operations, and maintain adherence to health and