About
Highly accomplished Front Office Leader with over 15 years of experience in luxury 5-star hospitality, specializing in elevating guest experiences and optimizing operational efficiency. Proven expert in implementing Forbes and LQA standards, consistently achieving high guest satisfaction and LQA scores. Adept at driving revenue enhancement, leading high-performing teams, and delivering exceptional service in high-profile, complex environments.
Work
London, England, United Kingdom of Great Britain and Northern Ireland
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Summary
Led front office operations for a cluster of 5-star luxury serviced residences in London's premier district, focusing on guest experience, operational efficiency, and team development.
Highlights
Elevated LQA scores by 20% and boosted guest satisfaction ratings to 95% by implementing strategic service enhancements and meticulous service delivery.
Orchestrated the seamless migration from RMS to Opera Cloud and Unifocus systems, developing comprehensive SOPs and training modules with Finance and Revenue teams.
Partnered with the Guest Loyalty Manager to successfully implement the GHA Discovery programme, creating bespoke local experiences that enhanced guest retention.
Established and maintained rigorous departmental quality standards, ensuring consistent service excellence across all properties.
Fostered a culture of continuous improvement by leading regular performance appraisals and job chats for the front office team.
Windsor, England, United Kingdom of Great Britain and Northern Ireland
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Summary
Managed a 45-member front office team at a 5-star luxury hotel, overseeing reception, concierge, and guest relations to optimize operations and guest satisfaction.
Highlights
Directed and mentored a 45-member front office team across Reception, Concierge, and Guest Relations departments, enhancing team performance and service delivery.
Conducted LQA quality audits and meticulously prepared teams for Brand Assurance mystery visits, ensuring 100% compliance with international luxury standards.
Optimized staffing schedules based on occupancy forecasts, resulting in efficient resource allocation and effective management of operational budgets.
Facilitated robust cross-departmental coordination, ensuring seamless guest experiences and resolving complex issues efficiently.
Implemented comprehensive crisis management protocols and emergency response procedures, ensuring guest and staff safety during critical incidents.
London, England, United Kingdom of Great Britain and Northern Ireland
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Summary
Managed front desk operations for a 5-star Grade II listed hotel, focusing on team leadership, guest satisfaction, and financial performance for 282 rooms.
Highlights
Spearheaded daily front desk operations, developing high-performing teams through targeted training initiatives that improved service efficiency.
Analyzed guest feedback metrics to implement strategic service improvements, significantly enhancing overall guest satisfaction scores.
Established robust credit policies and optimized operational procedures, contributing to improved financial performance and reduced discrepancies.
Managed complex guest complaint resolution and service recovery initiatives, achieving exceptional success rates and preserving brand reputation.
Designed and executed comprehensive training programmes for front office team members, increasing staff proficiency and service quality.
Skills
Hospitality Operations
Luxury Guest Service Delivery, Revenue Optimization Strategies, Budget Management, Cost Control, Crisis Management, Resolution, Staff Development, Training & Development, Quality Assurance, LQA Standards, Forbes Travel Guide Standards, Front Office Management, Guest Relations, Concierge Services, Brand Assurance.
Hotel Management Systems
Opera PMS, Opera Cloud, ReviewPro, TrustYou, Unifocus, GHA Discovery, Hospitality Management Systems, Property Management Systems (PMS).
Leadership & Strategy
Team Leadership, Strategic Planning, Operational Efficiency, Performance Management, SOP Development, Cross-functional Collaboration, Process Improvement, Guest Retention.