Experience

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  The Alpina Gstaad

  • Gstaad, Berne, Switzerland

  • Front Office & Reservations Supervisor

    • Nov 2023 - Present
    • Gstaad, Berne, Switzerland

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  Michel Reybier Hospitality

  • Switzerland
  • Hospitality
  • 700 & Above Employee

  • Reservations Agent

    • Apr 2022 - Sep 2023

    VICTORIA-JUNGFRAU Grand Hotel & Spa

  • Front Office Supervisor

    • Mar 2022 - Apr 2022

    Mont Cervin Palace

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  KRISTIANIA LECH

  • Lech, Vorarlberg, Austria

  • Rooms Division Task Force Manager

    • Jan 2022 - Feb 2022
    • Lech, Vorarlberg, Austria

    Kristiania Lech, a Small Luxury Hotel- Train the front office team- Create SOPs-Implement SLH and inhouse standards

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  Ultima Gstaad

  • Gstaad, Switzerland

  • Front Office & Reservations Executive

    • Dec 2020 - Sep 2021
    • Gstaad, Switzerland

    - account managed a portfolio of high-net-worth guests - upselling room packages for clients from Russia and the Middle East- personally achieving a record of CHF267k for 1 residence for 2 weeks (compared to an average sale of CHF60K) through steady relationship building and gaining a deep understanding of the client’s cultural and personal preferences.

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  Saint Luxury Suites & Spa

  • Santorini, Greece

  • Assistant Hotel Manager (Pre-Opening)

    • Aug 2020 - Oct 2020
    • Santorini, Greece

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  Katikies Resorts & Club

  • Greece
  • Hospitality
  • 100 - 200 Employee

  • Cluster Reservations Agent

    • Jan 2020 - Jul 2020

  • Assistant Hotel Manager

    • Jan 2018 - Jan 2020

    Rankings improvement: Co-designed (with the hotel manager) and delivered a plan that secured the highest rankings of hotels in Santorini and within the LHW, also improving the hotel’s TripAdvisor ranking from 11 to 6 – by improving operating standards and creating a more consistent customer experience for guests.Leading Hotels of the World Ambassador: trained under the LHW standards, I was responsible to assure consistent quality mainly across the front office, concierge, spa and housekeeping departments, training and assigning tasks to HODs, auditing and providing feedback to 40+ service staff.Team management: personally trained rooms division staff in hotel SOPs and standards, and re-structured the hotel incentive and work schedule programme to give staff more ‘quick wins’ to boost motivation and retention, also successfully proposing a plan for days’ off, one of the first hotels within the group and one of the few in Santorini to make that move that further reduced attrition.Operational process improvement: overhauled existing and introduced new administrative systems to manage operations across procurement, staffing, schedules and revenue; this included a totally new process to manage guest transport in response to ongoing guest feedback, and specifying particular standards / brands of items for procurement to provide the requisite premium level of service, eg special serving trays that held glasses more securely when on the move.Management reporting: maintained accurate and regular records on cash flows, direct billing, supplier payments, controlling budgets and managing the overall P&L.

  • Front Office Manager

    • Mar 2017 - Jan 2018

    Drawn to the standards of the luxury end of the hotel business I joined the Katikies group, originally part of the Relais & Châteaux network of luxury independently-owned businesses and latterly part of the Leading Hotels of the World (LHW) network.

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  Apanemo Hotel & Suites

  • Santorini, Greece

  • Front Office Agent

    • Apr 2016 - Nov 2016
    • Santorini, Greece

    Joined this boutique, 26-room hotel in my first full-time role in hotel management, performing the full spectrum of front office tasks – guest welcome and check in/out, call and email query & booking handling, reservations payments & reports.