Be Yourself – Be a Bold Team Player – Be Leonardo
Once you’re part of the team, you’re part of the Leonardo community of over 55 hotels across the UK & Ireland!

Main Tasks

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 also 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

Person Specification

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

Measurable Performance Indicators

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. Booking.com
Regular review meetings with line manager

Ongoing Learning

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:

o ‘Insights’ Development programme
o The People Programme
o Level 3 Apprenticeships in Team Leading

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 our Assistant M&E Operations Manager 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 as a Assistant M&E Operations Manager?

We look after our colleagues just as well as we look after our guests. 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!

Leonardo Royal Hotel Southampton Grand Harbour

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Assistant M&E Operations Manager