Experience

The Executive Development Network
• United Kingdom
• Professional Training and Coaching
• 1 - 100 Employee
• Hospitality Training Consultant (London)

  • Dec 2020 - Present

HIT Training
• United Kingdom
• Professional Training and Coaching
• 200 - 300 Employee
• Hospitality Training Consultant (London)

  • Jan 2019 - Present


learndirect Limited

• United Kingdom
• Education Management
• 300 - 400 Employee

• London Delivery Manager

  • Jul 2014 - Jan 2018

  • Lead, support, motivate and drive a team of 10 tutors to successfully deliver 05 Adult Skills programmes across multiple London delivery locations: Customer Service (EL3) Health & Social Care (L1), Retail (L1), Hospitality (L2) and Warehouse (L2) • Quality, audit & compliance inspections in line with Ofsted/awarding body frameworks including: Learner ILPs, course portfolios & assessment, learner and tutor data entry, tutor delivery, learner exams & resits, learner journey & referrals • Learner enrolment & awarding body (City & Guilds) registration • KPI budget, forecast and income management for the London region; Course delivery (centres), learner starts, learner achievements, job outcomes • Drive London sales through business/referral partner engagement and product promotion including host days and external client site visits • Maximize sales by cross-selling other business products to increase profit and customer retention • London team performance management: Scheduling, training/CPD, probation reviews, 1:1s, appraisals, observations (delivery/quality), absence, holidays, disciplinary • Quarterly team scheduling and management including deployment, absence, sickness and annual leave • New starter recruitment, induction, training and probation management • Ensure consistent customer service levels to maintain learner engagement, support and continued retention to ensure a seamless and quality learner journey • Hospitality & Catering Principles (Level 2) classroom delivery including induction and learner management: Retention, withdrawal, exam/resits, objective setting, support, progress reviews, exit reviews, job referral, sign-posting Show less



Harriet Ellis Training & Recruitment Group

• Hospitality & Hotel Software (PMS) Tutor (Freelance)

  • Feb 2011 - Jul 2014

  • Responsibility of the design, development, implementation, delivery and evaluation of the Hospitality Course including content, powerpoints, activities, support documentation, hand-outs, session plans and tutor notes • Student induction • Hotel reception introduction: Duties, Career progression, Terminology, Handling different types of guests, Exceeding expectations, Effective communication, Complaint handling, Security awareness, Guest confidentiality, duty of care & data protection, health & safety, fire safety • Opera PMS (hotel software) training: System Introduction, Reservations, Check-In, Check-Out, Housekeeping, Night Audit & Reports • Student progress assessments & need identification including 1-to-1 tutorials, target setting, progress review & feedback • Ensure all learner paperwork is completed in a timely manner and returned to the Managing Director Show less



Holiday Inn Express

• United States
• Hospitality
• 700 & Above Employee

• Guest Service Manager (Part-Time / Contract)

  • Mar 2012 - Aug 2013

  • Duty Manager shifts as per schedule; Managing and supporting all hotel operations in the absence of the GM • Ensure guest check-in/check-out is processed efficiently and in a professional manner offering assistance for luggage/taxis, handling guest requests accordingly and promoting hotel service/s and ensuring brand standard are delivered to the highest standards • Ensure all telecommunications are answered in a timely manner and processed efficiently and effectively • VIP, regular guest and group rooms allocation • Ensure the bar is fully stocked and covered, promoting special offers and up-selling items, where applicable • Financial reconciliation for Reception & Bar (PMS, EPOS, PDQ) • Business revenue/profit and loss review, reporting and/or reconciliation (from Night Audit) • Sales Ledger check and/or reconciliation • Reception stock and bar inventory check and/or reconciliation • Health, Safety & Security checks, walks and reporting • HACCP review, training and reporting Show less



MICROS Systems Inc

• United States
• Software Development
• 700 & Above Employee

• PMS Implementation Consultant & Trainer

  • Oct 2007 - Nov 2010

  • Client (PMS) system,training and needs analysis pre-meeting review • PMS (Fidelio & Opera) database build and implementation, as per clients individual specification (1-2 weeks) • Client PMS (Fidelio & Opera) team training: Reservations, Front Office, Cashiering, Housekeeping, Accounts, Night Audit, Reports (1-3 weeks) • Work station and printer set-up • PMS (Fidelio & Opera) system testing and problem-solving • PMS recommendation, upselling & product cross-selling (Epos / S&C) • Day 1 PMS live cover at client (hotel) property • Day 1 PMS live cover testing & problem solving • General support cover and problem solving (Support Centre) Show less



AccorHotels

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Assistant Manager Front Office

  • Dec 1999 - Aug 2007

  • Managing all aspects of daily Front Office operation including Reception, Concierge, Switchboard and Housekeeping (out of hours) • Managing room reservations and online platforms (GDS), outside of business hours • Co-ordinating with the Revenue/Reservation Manager to ensure room sales, hotel occupancy and revenues are maximised within Front Office • Co-ordinating with the Food and Beverage Manager to ensure F&B sales and revenue are maximised within Front Office • P&L and cost control management with the FOM/GM to set the strategy for driving future business performance • Front office cashiering and card reconciliation (main safe/floats/PDQ) • Weekly Duty Management shifts • Team rota scheduling & payroll • Effective complaint handling, resolution & management • Special requests, VIP and group room allocation • Health, Safety & Security including spot checks, walks, reporting & fire safety • Leading team meetings to ensure teams are updated and informed on daily/weekly business objectives • Monthly Team 1:1s & appraisals and performance reporting • Recruitment, induction and training for new starters Show less


Regents Plaza Hotel & Suites
• Reception Team Member & Leader

  • Dec 1997 - Dec 1999