Experience

Sheraton Grand Hotel & Spa Edinburgh

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Sales Executive

  • Aug 2023 - Present

• Reservations Manager

  • Nov 2022 - Aug 2023



DoubleTree by Hilton Edinburgh City Centre

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Front Office Manager

  • Mar 2022 - Nov 2022



Kimpton Charlotte Square

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Guest Services Manager

  • Oct 2019 - Mar 2022

  Diligent management of day to day and forecasted operations of the Front Desk Department - scheduling, budgeting, colleague performance reviews. Specialising in leading improved guest experiences through implementing a team focus on amenity/guest personalisation and successfully resolving any guest concerns in line with financial goals. Diligent management of day to day and forecasted operations of the Front Desk Department - scheduling, budgeting, colleague performance reviews. Specialising in leading improved guest experiences through implementing a team focus on amenity/guest personalisation and successfully resolving any guest concerns in line with financial goals.



Fairmont Banff Springs

• Canada
• Hospitality
• 200 - 300 Employee

• Front Desk Supervisor/Manager on Duty

  • Mar 2018 - May 2019

  Resolving reservation/booking concerns Tour Forecasting & AnalysisGuest appeasements & solutions in line with our Financial GoalsNight Manager RotationsManagement Support for Front Desk, Royal Service, Fairmont Gold & Concierge ColleaguesSystems Management Training Manual creation & Training of FO Management team on our interface systemCoaching agents on best verbiage practices Colleague Reviews & Corrective ActionsImproving SOP’s to increase productivity Heartist Committee Co-ChairProactive communication with other departments (Housekeeping, Maintenance) to ensure room readinessMonthly Operation Meetings with colleagues to review previous month performanceCreating monthly upsell incentive challenges according to budget allowances and motivating colleagues to reach targetsMonitoring our Voice of Guest feedback, analysing trends and conducting follow upwhere applicable.Housekeeping Management Cross Exposure TrainingReviewing ADR in line with our Comp Set and seeking to maximise revenue Show less

• Front Desk Agent

  • Jun 2017 - Feb 2018

  Anticipating guest, colleague & leaders needsFirst line guest appeasements & preparing potential solutions for leadersConducting training classroom sessions for new colleaguesCross-training in Fairmont Gold, Royal Service and shadowing Manager on DutyStock room inventory control Communicating effectively to departmentsHeartist, LQA & FPC Committee Member Maintaining desk and lobby cleanlinessOperating to LQA, AMEX FHR & Virtuoso StandardsProviding memorable first impressions &luxury service personalization Show less



The Killarney Park

• Ireland
• Hospitality
• 1 - 100 Employee

• Front Desk Agent

  • Feb 2016 - Aug 2016

  Leading Hotel of the World Standards Training new colleagues Opening & Closing of Shifts Cash Handling Competition Analysis Leading Hotel of the World Standards Training new colleagues Opening & Closing of Shifts Cash Handling Competition Analysis



Adare Manor

• Ireland
• Hospitality
• 200 - 300 Employee

• Guest Relations Executive

  • Jun 2015 - Jan 2016

  Leading Hotel of the World Standards Batching Terminals & Balancing Communication between departments “WOW” Experiences Opening & Closing of Shifts Concierge Duties Leading Hotel of the World Standards Batching Terminals & Balancing Communication between departments “WOW” Experiences Opening & Closing of Shifts Concierge Duties



Sofitel Brussels Europe

• Belgium
• Hospitality
• 1 - 100 Employee

• F&B and Cost Control Intern

  • Jul 2014 - Jun 2015

  Running Cost Control & Purchasing department in absence of Head Cost Controller Inventory Reports and Audits Invoice preparation Purchasing Stock Room Service Menu costings for Culinary department Comprehensive report on the hotel operations at year end Breakfast Service Inventory Reports and Audits Invoice preparation Purchasing Stock Breakfast, Bar and Restaurant Service Running Cost Control & Purchasing department in absence of Head Cost Controller Inventory Reports and Audits Invoice preparation Purchasing Stock Room Service Menu costings for Culinary department Comprehensive report on the hotel operations at year end Breakfast Service Inventory Reports and Audits Invoice preparation Purchasing Stock Breakfast, Bar and Restaurant Service



Longeuville House

• Room Attendant

  • 2013 - 2014

  Responsible for maintaining the highest level of cleanliness in all public areas. I cleaned and prepared guests bedrooms for arrivals to the highest standard to ensure a memorable guest experience. Turn-down service was also provided.

• F&B Assistant

  • 2013 - 2014

  My time spent as an F&B Assistant at Longeuville House included lots of different tasks and roles. Working in such an intimate hotel allowed me to have more responsibility in my work. From morning openingsto dealing with customers in all areas of their experience at our hotel. Preparing for the functions, weddings and other events to the high standard that was expected from our clients and also working during these functions and in the President Room Restaurant.