Job Description

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 Take responsibility for offering exceptional experiences to all arriving and departing guests Maintain expert knowledge of the hotel product, outlets and local area to offer exceptional service and friendly recommendations to guests Prioritise guest requests and other tasks calmly and professionally to accommodate in a timely manner Answer the telephone in a professional manner and appropriately action enquiries Assist guests with luggage, directions and anything else they may need for a memorable stay Collaborate with colleagues in other departments to elevate the overall guest experience consistently 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. Booking.com 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: Junior Chef Development programme Graduate programme 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 our Concierge - Luggage Porter 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 Concierge - Luggage Porter?
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!