We have a great opportunity for a Guest Relations Manager to join the team at Leonardo Royal City Hotel London. 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 Cloud and Micros 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. Why come and work for us? The opportunity to work for a well-respected brand where people development is at the heart of our culture. Leo Points – we reward your performance with points, and what does points make….PRIZES. Whether its love to shop vouchers or that well deserved day off, you choose! Stay at one of our Leonardo Hotels UK for a hugely discounted rate and get a reduced rate for friends and family if they want to stay too. Employee of the month earning you a little bonus and fame for that entire month. An array of learning courses in which you can attend - the sky is the limit with your development with us, we nourish your skills and talents to develop leaders of the future. Earn yourself thousands by referring a friend to work with us. Uniform & Meals on duty. Lots of locations in the UK and Ireland which mean that if you want to develop or just fancy a change of scenery, we can help you to move and provide relocation support. Company Pension Scheme, Life assurance & Wellbeing support. Annual Charity Event Day- we help and support our communities.