Main Tasks
* Offer exceptional guest care at all times
* Address guest concerns courteously and promptly to ensure their satisfaction
* Collaborate with colleagues in all departments to elevate the overall guest experience consistently
* Operate in a safe and orderly manner, promptly reporting any hazards, accidents, losses, or damages to management
* Demonstrate proficiency in the Leonardo Hotels product and familiarity with the organisation
* Engage in continuous learning and skill development to maintain service excellence
* 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 or a supervisor
Person Specification
* Genuine passion for delivering memorable moments to guests
* Positive approach to changing service environments and priorities
* Pro-active with a hands-on approach to delivering consistent results
* Embrace the Leonardo Hotels\' Guest Care culture; be empowered to work on your own initiative
* Friendly team player with the ability to work effectively and efficiently with others
* A confident communicator willing to make suggestions for improvements, and open to feedback from colleagues
* Engaged with hotel initiatives to support the local community
Measurable Performance Indicators
* Demonstrating the Company vision, mission and values when interacting with colleagues and guests
* Customer reviews
* Achieving agreed KPIs
* Fulfilment of the job skills checklist
* Customer satisfaction scores e.g.
* Regular review meetings with line manager
Available Ongoing Learning
* GROWonline BELONG induction and development courses
* Academy Technical skills training
* Team Coach
* 'Come Join Us' Guest Care training
* Opportunity to apply for internal development programmes, such as:
* o Junior Chef Development programme
* o Graduate programme
* o Level 2 Apprenticeships in Hospitality
NOTE: The learning opportunities listed above are correct at the time of issue and are subject to change. You must speak with your line manager if you are interested in pursuing any training courses or programmes.
Some of the perks you could enjoy include:
* Special rates on Leonardo Hotel rooms across the UK & Europe
* Company-wide recognition scheme: you could earn vouchers to spend on a wide range of high street shops
* Talent referral scheme
* Thank You Week: from ice cream trucks to yoga classes and lots in between!
* Wellbeing Calendar
* Ongoing job-related training programmes with clear paths for progression
We\'re committed to creating a workplace where every individual-regardless of background, identity, or lived experience-is welcomed, valued, and respected for who they are. Belonging means embracing our differences and ensuring everyone feels seen, heard, and empowered.
Why come join us?
We look after our colleagues just as well as we look after our guests. Whether you join the NYX team, a Limited Edition or a Leonardo Hotel, you\'re part of the Leonardo Hotels community of over 55 hotels across the UK & Ireland. Our regular Learning Bites, "Come Join Us Guest Care" training and Wellbeing webinars all help your progress with us. With support on tap, top-notch practical training and clear progression you\'ll be on track for a brilliant future in Hospitality!
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