Responsibilities

Offer exceptional guest care at all times. Provide support to and supervise the team for an effective and efficient shift. Support the Food & Beverage Manager and the management team in ensuring smooth operations within the Food & Beverage department. Provide training to team members and actively foster their professional development to enhance departmental capabilities and employee engagement. Maintain a visible presence within the outlet to promptly and effectively address customer requests and queries, utilising feedback from complaints to improve future service. Handle guest complaints with warmth and efficiency, prioritising guest satisfaction at all times. Collaborate with colleagues in all departments to elevate the overall guest experience consistently. Demonstrate comprehensive understanding and consistent adherence to the company’s SOPs within the department, along with a general knowledge of all standards across the establishment. Ensure the department is consistently prepared for business operations. Promote communication and collaboration across all departments. Operate in a safe and orderly manner, promptly reporting any hazards, accidents, losses, or damages to management. Adhere to Company policies, procedures and relevant legislation at all times.

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. 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.

Training and Development 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: "Insights" Development programme, The People Programme, Level 3 Apprenticeships in Team Leading. NOTE: The learning opportunities listed above are correct at the time of issue and are subject to change. Benefits

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. Thank You Week: from ice‑cream trucks to yoga classes and lots in between. Ongoing job‑related training programmes with clear paths for progression. We are 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 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. Proud member of the Disability Confident employer scheme. #J-18808-Ljbffr