London, England, United Kingdom
I am currently working as a Rooms Manager at the Crowne Plaza London Kings-Cross - formerly Holiday Inn Kings Cross Bloomsbury. I overlook the Front Of House operations and Guest Services of the hotel ensuring all visitors are welcomed and looked after. Since 2015, I have been playing a key role in the rebranding process that upgraded the hotel from an established Holiday Inn to a new Crowne Plaza. Previously, I worked at Crowne Plaza London - Shoreditch, as a Front of House Manager, where I performed effectively in this role for six years. I achieved exceptional standards, comprehensively completing all tasks assigned to me. Throughout my career, I have been appointed to challenging and demanding managerial roles and as a result, I am fully confident my acquired skills and abilities would allow me to achieve remarkable results in an extensive selection of senior managerial positions. During my time with Crowne Plaza London, I was extremely adept in my roles as Guest Service Champion and Departmental Trainer. I was responsible for ensuring that all employees of the Front Desk were equipped with the necessary skills and tools to provide exceptional customer service to all guests. I provided extensive levels of support and guidance to all members of my team, motivating them to produce stellar results where possible. This was essential in ensuring that departmental goals and targets were consistently reached. My skills and abilities have been recognised in the past. I was nominated for ‘Employee of the Year 1999’ with employed working with St Ermin’s Hotel and was a key part of the Crowne Plaza London Shoreditch team behind the acquisition of the consecutive 2010/2011 IHG Awards for customer service excellence and consistency. I firmly believe that my experience and skills, including my fluency in French and Italian, would allow me to produce exceptional results in a wide variety of senior position such as Hotel Operations Manager/Manager.
• Managing the Front of House day-to-day operations • Lead a multiskilled team • Overlook reservations, extranet messages and social medias reviews • Ensure Guests are fully satisfied and safe • Training, coaching and developing staff
I do freelance assignments. Specialised in Public Services. I work mainly in the South East area but will consider travelling further across the UK.
• Guest Champion • Established Guest Relations procedures • Complaints handling, service recovery • Played a key role in the rebranding process • Training, coaching and developing staff • Completion of the service recovery tracker
Consultancy project management, Rooms Division restructuring and reorganisation: • Front Office structure • Operations auditing • Standards and procedures • Systems • Brand awareness • Guest experience and service recovery • Staff training, coaching and development
● Fully accountable for ensuring the effective operation of the Front Desk, switchboard and concierge on a daily basis and that all issue or problems are swiftly addressed and resolved ● Implemented various measures so as to ensure targets are consistently met and at times exceeded while overseeing the provision of high quality customer service and care ● Consistently monitored targets and departmental goals and implemented steps to address underperformances, both in relation to staff and departmental, when they occurred ● Provided comprehensive levels of guidance and support to an extensive selection of personnel, ensuring all team members are provided with the tools to complete their tasks to the highest possible standards ● Ensured all staff members constantly adhere fully to the relevant company policies and processes ● Responsible for an extensive selection of personnel related management tasks, such as recruitment, induction, appraisals and deploying training measures ● Played a key role in numerous management and revenue meetings, delegating tasks to capable personnel to be fully completed in my absence ● Enhanced expertise in various administrative duties, such as dealing with departmental purchase orders, budget control and responding to a wealth of account queries