Experience

Guy's and St Thomas' NHS Foundation Trust

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Assistant General Manager

  • Jul 2021 - Present



Park Plaza County Hall

• London, United Kingdom

• Operations Manager

  • Mar 2015 - Jul 2021

  • Part of the Hotel’s Executive committee, responsible for shaping the strategy and direction of all aspects of the Hotel operation. • Responsible for the successful achievement of the Hotel Balanced Scorecard, measuring success in all areas – Revenue and Profitability, Guest Satisfaction, Staff Engagement, and Health and Safety compliance. In 2017, the hotel achieved 100% in our BSC. • Responsible for the overall management and control of all Operational departments, setting appropriate targets for each based and supporting the HOD team in their achievement of these targets • Full involvement in the annual and monthly budgeting and forecasting processes, actively measuring and controlling all aspects of each department’s financial operation, and presenting P&L results on a monthly basis to the Regional Management team • Supporting the Revenue team in planning and executing the Hotel and Company rate strategies, ensuring all relevant departments are maximising all opportunities to drive revenue growth, particularly on key dates and events • Ultimate responsibility over guest satisfaction, driving a universal culture of customer service, monitoring all online guest feedback channels and ensuring a minimum 95% response rate to all online guest reviews. • Co-ordinate, plan and execute Capital projects to ensure that all operating equipment and physical assets are in a suitable condition to provide the desired guest experience Show less



PPHE Hotel Group

• Netherlands
• Hospitality
• 500 - 600 Employee

• Assistant Front of House Manager at Park Plaza Westminster Bridge, London

  • May 2010 - Mar 2015

  • Recruited in the immediate post-opening phase of operation to implement operational procedures and controls that were missing from pre-opening • Effective management and operation of 5 key departments in the Rooms Division: Reception; Concierge; Guest Relations; Nights; Guest Services. Overall responsibility over 75 FOH team members • Responsible for the smooth operation of a diverse business mix, with strong corporate base, interspersed with leisure guests (individual and tour series), with large conference and Meeting and Events groups • Key role in successful opening phase of a now 92% occupancy operation, regularly handling more than 700 check in/outs a day • Park Plaza ‘Inspirator’, tasked with the implementation of the company-wide ‘Inspirational Service Programme’ throughout the property • Oversee all FOH cost control metrics, particularly with regards to payroll, with the implementation of a payroll control tool which is now used in all fixed payroll departments in the hotel • Act as Airline Liaison, successfully implementing procedures for the flawless operation of three major international Airlines • Assisted in the design and implementation of group check in procedure, with over 700 group arrivals catered for efficiently and effectively • Actively involved in the planning and execution of numerous high-profile events, including the 2011 Sport Accord convention and London 2012 Olympic Games and 2014 Master Innholders General Manager’s Conference. Show less



Le Méridien Hotels & Resorts

• Hospitality
• 700 & Above Employee

• Front of House Manager

  • May 2009 - Mar 2010

  • Key Head of Department within the Rooms Division, responsible for the Reception, Guest Relations, Service Command Centre and Night Teams • Planned and managed extensive refurbishment and renovation projects, including a complete soft refurbishment of room stock, lobby refurbishment and a full façade cleaning project • Key Head of Department within the Rooms Division, responsible for the Reception, Guest Relations, Service Command Centre and Night Teams • Planned and managed extensive refurbishment and renovation projects, including a complete soft refurbishment of room stock, lobby refurbishment and a full façade cleaning project



Fota Island Resort

• Ireland
• Hospitality
• 100 - 200 Employee

• Front Office Manager

  • 2006 - 2008

  • Joined the pre-opening team, assisting in the setup of Front Office SOPs, recruitment and training of associates, and supporting the hotel management team in preparing the hotel for opening. • Responsible of the overall Management of Front Desk, Concierge and Guest Service Centre Departments - a total of 20 direct Reports • Part of the Senior Operating Team of the hotel, controlling the financial performance of the department, and involvement in defining the strategic direction of the hotel as a whole • Supported the General Manager in all aspects of Owner liaison, managing the relationship with a hands on owner, particularly involved in the day to day operation of the hotel. • Managed cost control strategies in a troubled Irish market, involving exposure to Profit Recovery Plans, Management restructures and Redundancy consultation • Development and supervision of team through structured performance management and regular appraisals • Responsible for Payroll Forecasting and control of manpower productivity. • Hotel Coordinator for GSI (Guest Satisfaction Index) collation • Responsible for training in line with Sheraton Core Standards • Effective communication at departmental and inter-departmental levels • Regular attendance at executive level meetings representing the Front Office Department Show less



Westin Hotels & Resorts

• United States
• Hospitality
• 700 & Above Employee

• • May 2004 - May 2006

  • Ensured the smooth operation and co-ordination of the various departments within Front Office• Member of three Six Sigma project teams• Night and Daytime Duty Manager Shifts

• • May 2002 - May 2004

  • Responsible for the efficient control of a shift, including: checking VIP arrivals; ensuring accuracy of guest billing and credit control; compiling Front Office rosters• Departmental Trainer, responsible for the training of new associates and ongoing training for existing associated, and for the maintenance of detailed training records for the department.