Assistant M&E Operations Manager

Role Summary

As Assistant M&E Operations Manager at Leonardo Hotels, you will be part of 55 hotels across the UK and Ireland, ensuring exceptional guest care, leading teams, and driving service standards.

Responsibilities

• Offer exceptional guest care at all times
• Provide support to and supervise the team for an effective and efficient shift
• Support the Mé 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 operates in a safe and orderly manner, with particular adherence to Manual Handling
• Implement SOPs to ensure consistent and high quality service delivery, while also conducting regular training sessions to familiarise team members with the hotel's service standards and products
• Support the Mé 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 Mé 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

Qualifications and Experience

• 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

Performance Measurement

• Demonstrating the Company vision, mission and values when interacting with colleagues and guests
• Fulfilment of the job skills checklist
• Achieving agreed KPIs
• Customer satisfaction scores (e.g. )
• Regular review meetings with line manager

Ongoing Learning and Development

• GROWonline BELONG induction and development courses
• Academy Technical skills training
• Mental Health First Aider training
• Fire Marshal training
• Manual Handling Trainer
• 'Come Join Us' Guest Care training
• Opportunity to apply for internal development programmes, such as:
  • 'Insights' Development programme
  • The People Programme
  • Level 3 Apprenticeships in Team Leading

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.

Benefits

• Special rates on Leonardo Hotel rooms across the UK & Europe
• Company-wide recognition scheme: vouchers for high street shops
• Talent referral scheme
• Thank You Week: ice cream trucks, yoga classes, and lots in between
• Wellbeing Calendar
• Ongoing job related training programmes with clear paths for progression

Equal Opportunities

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.

We are a Disability Confident Employer and a member of the Valuable 500. We partner with social enterprises to change attitudes towards disability, and provide opportunities ensuring everyone is able to fulfil their potential at work.