Job Description

Leonardo Hotels Head Office Watford, 31-35 Clarendon Road, Watford, Hertfordshire, WD17 1JA
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Job Overview
As Entertainment Hub Specialist, you will play a pivotal role in managing and streamlining all entertainment group enquiries in collaboration with the Groups and Meetings & Events teams. Your mission is to drive conversion, increase demand, and maximise our market share within the entertainment industry.You will be a key point of contact for entertainment clients, ensuring a seamless and professional experience from initial enquiry through to group's departure. Exceptional customer service, adaptability, and a meticulous eye for detail are essential in this role.
Key Job Responsibilities

• Oversee the full lifecycle of entertainment group enquiries, from initial enquiry through to confirmation.
• Liaise with the Revenue Team to ensure rates are quoted within client budgets where possible, to win the business at first proposal stage.
• Respond to agent enquiries using standardised or tailored proposal templates, ensuring consistency and professionalism.
• Maintain a well-organised enquiry inbox, ensuring all proposals follow the correct process and data entered is accurate and error-free.
• Review and validate proposed rates and inclusions to ensure alignment with agent requests, providing feedback to relevant teams, as needed.
• Coordinate site visits for agents and clients in partnership with hotel sales teams/account managers.
• Liaise with Group and M&E Hubs to issue contracts promptly and proactively follow up with agents to maximise conversion rates.
• Collaborate with Group and M&E Hubs (and hotel operations teams, if necessary) to ensure all relevant booking details and contractual information is accurately collected and communicated to hotel operations teams ahead of arrival.
• Support hotel operations teams in delivering group requirements in line with entertainment standards and expectations deliver a smooth and memorable experience for entertainment clients.
• Support the growth of the Entertainment Hub by contributing to strategies that enhance conversion rates and client satisfaction.
• Build and maintain strong relationships with entertainment agents through regular communication and updates.
• Handle any complaints in a friendly, efficient, and solution-focused manner, always prioritising guest satisfaction and involving the hotel operations team to facilitate a prompt resolution and guest satisfaction.
• Contribute to the preparation and delivery of Entertainment Hub performance reports as required.

Knowledge Required

• Knowledge of Leonardo Hotels' rooms & meeting standards, products and services.
• Knowledge of Leonardo values and ability to demonstrate these.
• Continually develop new knowledge and skills to ensure best practice service delivery.
• Knowledge of Opera PMS, Sales & Catering and Salesforce.
• Knowledge of hotels' competitors and their prices, products and services.

Key Performance Metrics

• Profitability - conversion, multi-property tour selling, highlighting sales leads.
• Positive contribution to the performance of the Entertainment Hub year on year.
• Feedback - Entertainment Agents and Clients.
• Quality - ensuring that proposals & correspondence is accurate and adheres to the brand standards.

Some of the perks our colleagues enjoy include:

• Special rates on Leonardo Hotel rooms across the UK & Europe: get planning that city break you've been dreaming of!
• Company-wide recognition scheme: for being your fabulous self, you could earn vouchers to spend on a wide range of high street shops
• Meals on duty
• Talent referral scheme: earn yourself a bonus for recommending a friend to join us
• We love to get together and celebrate: we regularly host Thank You Week (your hotel could have anything from ice cream trucks to pizza parties) and every year we get dressed up in our fanciest threads to host our Employee Awards Celebration
• The important stuff: access to the Company Pension Scheme, Life Assurance and Wellbeing Support
• Ongoing job-related training programmes with clear paths for progression

Essential

• Highly self-motivated and confident, with a strong focus on delivering exceptional guest experiences.
• Proven ability to prioritise tasks effectively in line with business needs and deadlines.
• Courteous, service-oriented, and committed to maintaining consistently high standards.
• Detail-focused and quality-driven, with a strong commitment to operational excellence.
• Comfortable multitasking and thriving in a dynamic, fast-paced environment.
• Impeccable personal presentation and professional demeanor
• Positive, enthusiastic, and innovative, with a proactive approach to problem-solving
• Results-oriented, with a strong focus on achieving targets and contributing to budget goals
• Strong negotiation skills with the ability to influence and build rapport
• Excellent verbal and written communication skills, with a clear and professional tone
• Capable of developing and implementing structured processes, systems, and procedures to drive efficiency and consistency

Desirable

• Previous experience in the hotel, hospitality, or events industry.
• Strong skills in handling and resolving guest or client complaints effectively.
• Educational background in Hospitality, Travel, or Tourism at any level.
• Familiarity with the unique needs and expectations of entertainment industry clients.
• Working knowledge of Opera - PMS and Sales & Catering systems and Salesforce.
• Experience in managing budgets, forecasts, and financial reporting.

Our Story
Built on decades of hotelier know-how, we operate over 270 hotels across the United Kingdom and Europe. We look after over 55 hotels across the UK & Ireland, and being one of the fastest growing hotel groups, we have plans for major expansion over the next few years'; there's never been a more exciting time to come join us!
Leonardo Hotels Head Office Watford 31-35 Clarendon Road, Watford, Hertfordshire, WD17 1JA

• Job RefJI27042
• BranchLeonardo Hotels Head Office Watford
• LocationWatford
• Salary/BenefitsCompetitive Salary
• Contract typePermanent
• HoursFull Time
• Hours per week40
• Date posted25/06/2025
• Closing date22/07/2025

About Leonardo Hotels
At Leonardo Hotels, our vision is very simple: to be the first choice for everyone who values genuine hospitality.
Built on decades of hotelier know-how, we are part of the Fattal Hotels Group, which operates over 230 hotels across Europe and Israel. We look after over 50 hotels here in the UK & Ireland, and have come a long way since we opened our first hotel in Ireland back in 1993! With approximately 4,000 employees and multiple brands we are a dynamic, innovative and fast-growing company.
As an employer we put a big emphasis on career development and as a rule we recruit our operations team members for personality- it is all about how you interact with others and how you can demonstrate our values: Consistent, Friendly, Genuine, Positive and Willing
At Leonardo Hotels each and every team member is individually valued and respected for who you are. All careers within our hotels offer customer interaction, a great deal of variety, and a fun and friendly working environment. We strive to make all of our hotels great places to work, and get our teams involved in activities such as summer barbecues, Christmas parties, Thank You Week and birthday celebrations!
We also offer excellent employee benefits, including huge discounts on overnight stays at our hotels as well as performance-based rewards via our Leo Points system- these range from vouchers to a well-deserved day off!