Owner

• Jan 2019 - Present

Manager

• Feb 2017 - Dec 2018

General Manager

• Oct 2015 - Feb 2017

• Reflect the company’s high brand values.• Educate and empower the Front of House (FoH) team to deliver personable, knowledgeable, natural customer service using team brief and service brief.• Train team members to be polite, smart and attentive of customer needs at all times and go the extra mile.• Manage the team to achieve consistently positive customer service performance.• Maintain the required front of house uniform standard.• Support all ‘in-house training’, on-going training and development of the team.• Ensure that all members of the team are dealt with fairly, consistently and in line with company’s people guidelines and that any performance concerns are managed in a fair and timely manner.• Motivate and lead the team to promote great teamwork to ensure the front of house area has a great atmosphere and buzz. • Support and train staff on all areas of food knowledge and nutrition always manned and queues are monitored continuously, ensuring customers are redirected to other tills to reduce waiting time. Also to ensure tills have plenty of change and are balanced at the end of the day.• Ordering to ensure the right stock levels are held whilst minimising the need for stock transfers in line with sales forecast.• Generate rota's• Control waste.• Manage product quality and product shelf life checks.• Responsible for the cleanliness and upkeep of all FoH areas and storage.• Manage all aspects of FoH ‘food safety’ in accordance with the law and company standards.• Ensure all fridge temperature checks are completed, accurate and actioned.• Complete all shop small equipment ordering in line with budget/business needs.• Record, follow up and advise on all maintenance issues for all shop equipment.• Respond appropriately and timely to all customer questions and complaints.• Manage and have overall responsibility for all cash handling, banking and safe procedures.• Ensure that financial and administrative procedures are followed. Show less

Holding Assistant Manager

• Apr 2015 - Dec 2015

Front office Team Leader

• Dec 2014 - Mar 2015

Overview of duties:• Welcome guests and take care of them from their arrival through to departure• Contribute to guests' permanent satisfaction by providing high quality services throughout their stay• Help meeting the department's quantitative and qualitative target• All duties as described in the front office team member position• Welcome guests as soon as they arrive with due care and attention• Helps to encourage customer loyalty by developing friendly, personalised relationships• Anticipate guests' needs and taking them into consideration • Handling any guest complaints and/or remarks; providing a response as soon as possible• Convey the hotel image • Help bringing certain brand concepts to life on a day-to-day basis (e.g Le Club)• Respecting the reservation commitments in full • Carrying out all operations concerning guest arrival and departure in compliance with internal procedures• Passing on information as necessary to other departments (floor staff, technical etc) and to other members of the front desk team• Ensure that all guest documentation is up-to-date and available• Promoting the hotel's range of services in order to increase sales• Promoting the brand and/or Group loyalty programme, adapting the right sales pitch to suit the guest's needs • Respecting the procedures governing invoicing and cash operations• Managing the cash under my responsibility Show less

Front office Team member

• Oct 2014 - Dec 2014

Overview of duties:• Awareness of the Hotel facilities, services, FO Policies & Procedures • Take care of the guests from arrival to departure in compliance with internal procedures• Encourage customer loyalty, by ensuring that the Group’s loyalty programme is promoted to guests• Handle guest complaints and/or remarks, provide a response as soon as possible and to report any issues to the FO Management Team and to the relevant departments concerned• Assist with any (reservation) queries and, at all times, maintain confidentiality• Being fully conversant with Opera Front Office system • Up-selling and cross-selling within the other departments of the Hotel• Deal with the handling of keys and floats respectfully and ensure that the credit policy is adhered at all times• Checking and balance the end of shift and prepare the reconciliation for the night concierge• Help to meet the department's quantitative and qualitative targets • Convey the hotel image • Inform guests about the formalities, any special conditions relating to their stay and the services available• Handle phone calls in a prompt and professional manner • Contribute to synergy within the marketplace by promoting the inter-hotel coordination policy • Make sure that the hotel’s pricing policy and sales pitches are applied in order to optimise the REVPAR• To be fully conversant with all departmental Fire, Emergency and Bomb procedures• Ensure that all emergency procedures are rehearsed and implemented and enforced• Ensure the safety of the guests, staff and the property of all within the premises by fairly applying Hotel Regulations by strict adherence to existing laws, statues etc. Show less

Food and beverage team leader

• Nov 2013 - Oct 2014

Overview of Duties:• Behave and act in an exemplary fashion, embodying the brand mindset• Supervise the F&B team, help them improve their skills and provide support for career development• Improve sales, the quality of service and promotion of services in compliance with hygiene and security standards• Convey the hotel's image through attitude, professionalism and involvement• Ensure that all products served to guests conform to standard and are of good quality• Helpthe hotel meet its targets• Provide information to guests within my competence or direct them to the right person• Remain polite and courteous at all times whatever customers may request• Handle any complaints concerning the restaurant immediately and sensibly, and keep the manager informed• Manage the team and keep smooth breakfast/restaurant operations• Time management and ensure product knowledge is trained and delivered to all staff members• Flexibility in working hours prior to the business activity• Conduct daily operational briefings with the team• Train and develop the team so that they can operate independently• Monitor all costs and recommend measures to control them• Determine the best organisation (production, distribution, storage etc) in line with the existing infrastructure and equipment• Supervise stock rotations for soft and alcoholic drinks and catering supplies, and identify any needs• Supervise and check the bar, restaurant, meeting rooms set-up, menu, presentation• Being responsible for applying the reference standards and audit procedures as defined by the hotel and brand• Coordinate with the departments close to the F&B department (front office, reservation etc)• Guarantee that equipment is kept clean and well maintained, in line with hygiene regulations• Ensure that equipment remains in good condition and signal any needs for technical intervention• Ensure compliance with legislation governing the sale of beverages Show less

Food and beverage team member

• Sep 2013 - Dec 2013

Overview of duties:• Welcome the guests and provide a high standard of service at the F&B point of sale• Contribute to guest satisfaction through the quality of my work and behavior• Adapt the appropriate Novotel service-oriented behaviours and attitudes• Create and maintain customer relations• Provide information to the guests within my field of competence or direct them to the right person• Remain polite and courteous at all times whatever the customer may request• Pass on any complaints to the supervisor and/or handling those concerning the restaurant immediately and sensibly, and keep the supervisor informed• Set up the restaurant, bar, meeting rooms and other areas as required by the hotel, and help clean and tidy areas and equipment used during the work shift• Set up catering at break times for seminars, in meeting rooms, for banquets, at breakfast, in the bar and prepare trays for room service as required by the hotel• Keep working areas clean and keep equipment in the point of sale in good condition, or signal any need for technical intervention• Maintain the stocks of products available for guests• Inform appropriate departments of any changes in organization• Promote the hotel's range of services in order to increase sales• Promote the brand and/or Group loyalty programme, adapting the right sales pitch to suit the guest's needs• Respect requests from the Sales Department and fulfilling the customer promise• Manage to keep the products available for guests• Keep the loss and breakage of equipment to a minimum and keeping the superior informed,• Keep an inventory of equipment and tracking items coming in and out in coordination with the F&B Manager• Ensure that all equipment and the workplace remain clean• Respect HACCP regulations at all times• Apply the hotel's security regulations (in case of fire etc)• Respect the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc) Show less

Team leader/Assistant manager

• Jun 2005 - Sep 2013

Overview of duties: All responsibilities that apply to F&B team members and F&B team leaders, plus assisting the restaurant manager and general managers in overseeing the day to day running of the company and act as a deputy restaurant manager in his absence. Stock management, making sure HACCP regulations are followed, assisting in creating a monthly rota, upselling, handling guest complaints, motivating and training the staff and assisting in the recruitment process. Overview of duties: All responsibilities that apply to F&B team members and F&B team leaders, plus assisting the restaurant manager and general managers in overseeing the day to day running of the company and act as a deputy restaurant manager in his absence. Stock management, making sure HACCP regulations are followed, assisting in creating a monthly rota, upselling, handling guest complaints, motivating and training the staff and assisting in the recruitment process.

Reservations intern

• Aug 2011 - Jun 2012

Overview of duties: • Handle requests for reservations concerning the meeting rooms and restaurant. Take note of the wishes of the guests and see if these requests are possible. • Creating quotations taking in consideration the current discounts and offers. Report, confirm and document appointments in the system • Taking actions and follow-up after commercial work meetings • Taking ownership and following up with quotations in order to generate definitive bookings. Updating these bookings when changes are made • Deal with cancellations in a correct manner, explain and confirm the terms and conditions of the cancellation procedure and report back to the accounts department • Make sales calls and give tours in the meeting centre • Logistic planning, order external materials and supervise the correctness of the delivery of the products received • Carry out after sales • Practice relationship management and update the customer relationship database • Assist in sales activities • Replace the receptionist during absence • Update the database • Make Conversions and create commercial reports • Keep up with administrative tasks (sales meetings, etc.) • Updating the social media page Show less

Bartender

• Sep 2009 - Nov 2010

Overview of duties: All responsibilities that apply to F&B team members Overview of duties: All responsibilities that apply to F&B team members

Waitress

• 2007 - 2007

Overview of duties: All responsibilities that apply to F&B team members Overview of duties: All responsibilities that apply to F&B team members