Dedicated professional with extensive night operations leadership, guest service excellence, and team management in large hospitality settings.
Oversaw daily hotel functions including guest check-in/out, audits, and service standards
Provided upscale guest services, actively resolved complaints, and monitored reviews for service improvement
Managed team rosters, conducted appraisals, and facilitated staff upskilling initiatives
Utilized Opera PMS, Micros, Salesforce, and other hotel management software platforms
The Cumberland Hotel
Managing night operations for a 900 room property, Checking in / out guests, Running nightly audits, Credit Limit checks, Ensuring all guest issues and requests are dealt with, Staff training and upskilling, Fire controller on shift, Ensuring a smooth handover with duty managers, Providing reports and feedback for HOD's, Rota management, Provide upscale guest service experiences, Actively listen to and resolve complaints, Ensure guests requests are delivered, Checking in/out guests, Managing Duty Mangers and Welcomers, Managing team appraisals, Monitoring reviews on all platforms and managing feedback, Ensuring all guests have the optimal experience
Hilton London Metropole
Croydon Aerodrome Hotel Signature Collection
BA Honors
Discover other professionals with similar experience
Certified in health and safety protocols, with experience as fire controller on shift
