Experience

Hampton School

• United Kingdom
• Education
• 1 - 100 Employee

• Facilities Manager

  • Jul 2021 - Present

  Facilities and estates management of Hampton Schools across 6 locations with around 1600 pupils and 450 staff. Managing day to day operational activities and business management of support staff including responsibilities for Health and Safety and vehicle fleet management. Managing large teams including Cleaners, Keepers, Maintenance and Porters with support to other departments and contractor management. Looking after staff safety inductions, trainings and crisis management across all locations. Show less



London School of Theology

• United Kingdom
• Higher Education
• 1 - 100 Employee

• Facilities, Accommodation and Events Manager

  • Apr 2018 - Jul 2021

  Looked after the School’s facilities, accommodation, external conferences, events and catering operations including a focus on health and safety management. liaising with students and guests regarding any facilities and accommodation requirements. Direct line reports include Maintenance, Houseeping and Catering; ensuring that the KPIs for the team are achieved whilst maintaining profitable and effective operations. Working along side the Pastoral team in providing support, guidance and care for students as required. Ensuring all areas of office management are well organised and Faculty interests are met in an efficient manner. Worked on refurbishments and process improvements to improve on the foundations of the site and it's 75 year history. Show less



Supercity Aparthotels

• United Kingdom
• Hospitality
• 1 - 100 Employee

• General Manager and Aparthotels Operations Manager

  • Apr 2016 - Feb 2018

  Looked after the general management and overall London operations of Supercity Aparthotels with a focus on maintaining a high quality offering, achieving a strong RevPar and consistently receiving excellent customer feedback.  Direct line management of the Reception, Housekeeping and Maintenance teams at 3 London locations and working at London Group Office supporting finance, HR, sales and marketing teams  Financial and P&L management bringing in cost and productivity efficiencies  Worked alongside the group Sales and Revenue Managers in yield management, maximising RevPar for all market segments and in increasing direct business opportunities in order to achieve the financial targets for the group  Implemented brand standards and a preventive maintenance plan for the apartments to ensure that all areas are well maintained and quality is at the highest levels  Achieved the Tripadvisor certificate of excellence consistently  Improved the ASAP quality and safety accreditation YOY score by 2 % to achieve a 91% score across the sites  Implemented a crisis management document to ensure adequate plans in place for emergencies  Implemented Housekeeping productivity tracking to control costs and optimise labour productivity  Set-up new procedures to allow flexible Housekeeping staffing levels in order to bring in cost efficiency, meet changes in business levels and avoid any operational disruptions  Set-up SMART objectives and, KPIs for operational teams to improve efficiency, guest satisfaction and revenue yield whilst maintaining highly engaged teams. Conducted regular appraisals and assisted with personal development plans to support team development  Established good relationships with local businesses, communities and the council  As a personal licence holder implement Supercity's premises license activities  Pre-opening management of new sites Show less



Accor

• France
• Hospitality
• 700 & Above Employee

• Operations Manager (Rooms Division Focussed)

  • Sep 2015 - Mar 2016

  Joined the Accor Managed Mercure Burford Bridge Hotel in Dorking as Rooms Division Manager with some additional operational responsibilities in Food and Beverage and Conference and Banqueting.  Implemented the new Feel Welcome project as part of the pilot hotels for the welcome project  Trained and implemented the Signature Worldwide transient reservation and up-selling technique to maximise TREVPOR and to increase reservation inquiry conversions  Managed the social media and guest feedback platforms for the site ensuring professional brand responses where appropriate and dealing with any escalated guest issues directly  Implementing Duty Management training and scheduling  Working along side the Food and Beverage team to ensure consistent first class product delivery and service  Working along side the Conference and Events team to support the operations for key meetings, events and weddings.  Stock take and cost controls to maximise operating profit  Engaging with team members and departments to improve inter departmental communication and to have multi-skilled staff for a better motivated team and to improve the overall service delivery in all areas  HACCP level 2 trained Show less



Staycity Group

• Ireland
• Hospitality
• 300 - 400 Employee

• General Manager

  • Apr 2012 - Aug 2015

  Joined Staycity Serviced Apartments as Deputy General Manager at London Heathrow as part of the pre-opening team with over responsibility of Operations. Promoted to General Manager in January 2013 to take on key responsibilities including effective operational control of all key performance areas. Some of the responsibilities and functions are as follows; 1. Enhancing and upholding the brand image for Staycity ensuring standards are well maintained at all times 2. Putting guest satisfaction at the forefront to create raving fans for the brand 3. Reviewing all guest feedback and any reported issues whilst constantly striving to improve performance and standards 4. Responding to social media feedback to uphold the image of the company 5. Ensuring effective maintenance of the site including internal preventive maintenance regimes and specialised contracted programs. 6. Regular audits for HR, financial and health and safety compliance as part of due diligence 7. Driving revenue in all areas and setting strategies with Head Office and Central Revenue teams 8. Managing costs including flexing costs to occupancy levels and reducing unnecessary spend 9. Formulation of budgets and forecasts and constant review of performance 10. Managing the HR aspect for the site with support from the company HR consultants 11. Constant review of team members to retain and develop potential business talents 12. Crisis management plans including plans to accommodate large flight delay groups around Heathrow Show less



Radisson Hotel Group

• Belgium
• Hospitality
• 700 & Above Employee

• Rooms Division Manager

  • Mar 2011 - Apr 2012

  Joined Park Inn Heathrow with the task of implementing new standards and procedures to attain and exceed the KPIs for the department and the hotel. Main focus is on maintaining quality customer service, increasing incremental revenue, quality staff retention and best practices in operations. Also, in charge of various refurbishment and upgrade projects including the planning and implementing of 700 new beds at the hotel in a phased manner. Additionally, looking after and training staff on the company Guest Service philosophy of ‘Yes I Can’ service values in maintaining highest levels of customer service at all levels. Show less



Radisson Hotel Group

• Belgium
• Hospitality
• 700 & Above Employee

• Rooms Division Manager

  • Jan 2010 - Dec 2010

  Transferred from the Radisson Blu Hotel to the Park Inn Palace by Radisson Hotel as part of the pre-opening team for the new Park Inn Palace Hotel at Southend-on-sea. As part of the pre-opening team, set standards for Front of House and Housekeeping. Looked after the recruitment and selection process, trainings, implementation of IT systems, implementation of night audit systems and procedures, setting up of ‘standard operating procedures’, COSSH and other health and safety trainings, VIP procedures, set-up of rooms and amenities including the public areas, maintaining of stock control, management and liaison of contract agency cleaning staff, formulating Duty Manager scheduling and procedures, meeting targets and budgets, maintaining cost control without hampering guest satisfaction, implementing systems to track, measure and increase guest satisfaction, and effective guest and employee communication. Also, in-charge of the overall operations in the absence of the General Manager and assisted in preparation of the hotel’s business plan based on ‘LOTS’. Worked alongside the Food & Beverage Manager during peak times to assist in the planning and managing of the Food & Beverage and Meeting & Events teams. Show less

• Front Office Manager

  • Dec 2005 - Jan 2010

  (Previously Night Manager and then Asst. Front Office Manager) Looked after the entire Front of House operations including Reception, Night Operations, Concierge, Porters and Switchboard. Emphasis on consistency of standards and maintaining targets in relation to Brand Standards, Customer Satisfaction and Corporate Loyalty Program. Maintaining a check on the departmental heath and safety and COSHH requirements. Ensuring quality staff hire and retention, and ensuring that training of staff is completed and documented as required, and that the training manual is up to date with all current SOPs. Maintaining of close liaison with Housekeeping, Reservations and Accounting for sorting operation issues and process improvement including maintaining the audit requirements for the company. Attending meetings as required and organizing departmental meetings to update staff on hotel and departmental performance. Experience in Housekeeping and F&B Management on scheduled Duty Management shifts. Show less



Marriott Hotels

• United States
• Hospitality
• 700 & Above Employee

• Night Manager

  • Aug 2005 - Dec 2005

  Overlooked the complete night operations, ensuring smooth functioning of the hotel and the highest levels of personalized service. I undertook the Guest Services Manager function in addition to my role as Night Manager. Overlooked the complete night operations, ensuring smooth functioning of the hotel and the highest levels of personalized service. I undertook the Guest Services Manager function in addition to my role as Night Manager.



Renaissance Hotels

• United States
• Hospitality
• 700 & Above Employee

• Night Manager

  • Oct 2003 - Aug 2005

  Looked after the complete hotel operations during the night, ensuring smooth functioning of all departments, and maintaining control over the audit of the days’ financial and other brand standard requirements. Conducted training and interviews as required ensuring adequate quality staffing. Conducted associate appraisals and providing guidance as required. I have worked on Task Force at the Grosvenor House, London as Night Manager during this time. Looked after the complete hotel operations during the night, ensuring smooth functioning of all departments, and maintaining control over the audit of the days’ financial and other brand standard requirements. Conducted training and interviews as required ensuring adequate quality staffing. Conducted associate appraisals and providing guidance as required. I have worked on Task Force at the Grosvenor House, London as Night Manager during this time.



JW Marriott

• Hospitality
• 700 & Above Employee

• Reception Manager

  • Jan 2003 - Oct 2003

  Looked after the daily operations of the Front Office ensuring highest customer service standards and high associate morale to bring in ‘Total Quality Management’ and achieve the departmental objectives. Played a vital role in staff training and maintaining the quality and brand standards set forth by Marriott International. Looked after the daily operations of the Front Office ensuring highest customer service standards and high associate morale to bring in ‘Total Quality Management’ and achieve the departmental objectives. Played a vital role in staff training and maintaining the quality and brand standards set forth by Marriott International.



Marriott Vacations Worldwide

• United States
• Hospitality
• 700 & Above Employee

• Front Office Executive

  • Jul 2001 - Jan 2003

  Assumed responsibilities such as organizing the daily Front Office activities, Rooms Control operations, creating weekly schedules, inventory control, responding to owner/guest feedback, critiquing of credit limit reports, tracking daily newspaper orders, etc.. I have also been actively involved in the night audit operations, training of new associates and people development at the Resort. Assumed responsibilities such as organizing the daily Front Office activities, Rooms Control operations, creating weekly schedules, inventory control, responding to owner/guest feedback, critiquing of credit limit reports, tracking daily newspaper orders, etc.. I have also been actively involved in the night audit operations, training of new associates and people development at the Resort.



Marriott Hotels

• United States
• Hospitality
• 700 & Above Employee

• Night Operations Manager

  • Nov 1999 - Jul 2001

  Was a part of the pre-opening team and the first Marriott Hotel in India. Gained experience in all areas of Front Office operations and assumed responsibilities of the Front Desk, Bellstand and Night Audit operations, including the handling of major group arrivals, departures and billing. Was a part of the pre-opening team and the first Marriott Hotel in India. Gained experience in all areas of Front Office operations and assumed responsibilities of the Front Desk, Bellstand and Night Audit operations, including the handling of major group arrivals, departures and billing.