Experience

Hampton By Hilton London Waterloo
• United Kingdom
• Hospitality
• 1 - 100 Employee
• Front Office Manager

  • Aug 2021 - Present


The Guardsman Hotel

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Guest Experience Supervisor

  • Nov 2020 - Aug 2021

  • Duty Manager Role – point of contact for contractors/ delivers, security duties and fire walks. • FOH set up procedures. • FOH SOP. • Security Duties – Fire walks. • Use of ProTel PMS. • Welcoming & Rooming guests to the hotel. • Telephone enquiries. • Assisting guests with questions from OTA. • Attending and inputting into weekly operations meetings. • Ambassador to iPrefer benefit program. • Duty Manager Role – point of contact for contractors/ delivers, security duties and fire walks. • FOH set up procedures. • FOH SOP. • Security Duties – Fire walks. • Use of ProTel PMS. • Welcoming & Rooming guests to the hotel. • Telephone enquiries. • Assisting guests with questions from OTA. • Attending and inputting into weekly operations meetings. • Ambassador to iPrefer benefit program.



Lincoln Plaza London

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Reservations and Group Executive

  • Feb 2020 - Mar 2020

  My time was short during this phase; I learned a lot about what happens behind the scene in the reservation department.• Dealing with 3rd party booking.• Group bookings – Review contracts / creating new contracts for booking inquires.• Weekly phone calls with M&E Director & Revenue manager on the future group bookings.• Flagging VIPs.• Morning reports – revenue made during the week, occupancy.

• Guest Experience Manager

  • Nov 2018 - Feb 2020

  As part of the opening team of the Lincoln Plaza London, it was my responsibility to build the Guest Experience department that ensures guests an unforgettable and comfortable experience. • Deal with 3rd party bookings / creating reservations.• Handling guest enquiries & requests.• Assisting with Front of House duties such as check-in/out, Guest inquires / complaints/service recovery.• Flagging VIPs and arranging amenities.• Overseeing training for the receptionist.• Cross-trained into night shifts.• Duty Manager Roles – resolve any guest issues, security walks, point of contact in the event of a fire.• Attending and inputting into weekly operations meetings. Show less

• Guest Services Manager

  • 2016 - 2018

  • FOM Manager Roles – Point of contact when FOM is away from the hotel, working closely with higher management – M&E show around, F&B with Guest inquires and investigate and resolving guest comments/feedback.• Organising department Rota as per business forecast.• Attending and inputting into weekly operations meetings.• Leading the HHonors enrolment programme.• Assisting FOM in recruitment, probationary reviews.• Inputting into setting department targets, goals and objectives alongside the FOM.• Ensuring new team members training and job skills checklist are up to date.• Routing bookings to the correct Group Master account. • Training of all FOH GSA / GSS.• Cross-training into F&B bar. Show less

• Guest Service Supervisor

  • 2015 - 2016

  • Taking payment from 3rd party company on pre-paid bookings.• Replying to Guest inquires on online platforms such as SALT & TripAdvisor.• In charge of Team development and training.• Assisting GSM & FOM with duties.

• Guest Service Assistant

  • Mar 2014 - 2015

  As part of the opening team of Hampton flagship hotel in London, I started as a Guest Service Assistant.• Check-in / out / Welcoming guests.• Assisting with Guest inquires. • OnQ system PMS.• Cash handling.



Travelodge Hotel, Stratford, London

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Receptionist

  • Jan 2012 - Feb 2014

  As part of the opening team, I was assisting senior members of the team with building the Front of House department. • Using Opera System • Admin work • Housekeeping experience • Appointed Duty Manager As part of the opening team, I was assisting senior members of the team with building the Front of House department. • Using Opera System • Admin work • Housekeeping experience • Appointed Duty Manager