Requests
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Network Power<100 people
Roles
🧨100%
Consulting
🎓100%
Student
🔥50%
Startup Founder
Geos
🇬🇧50%
United Kingdom
Work Background
The Biltmore MayfairDuty Manager
Apr. 2025• Promoted from Front Office Supervisor to Duty Manager, overseeing hotel operations during assigned shifts to ensure exceptional service delivery across all departments.
• Lead, coach, and support front office and operational teams, maintaining high service standards and ensuring a seamless guest journey from arrival to departure.
• Act as the primary point of contact for guest escalations, resolving complaints promptly and professionally to maintain guest satisfaction and brand reputation.
• Monitor and manage daily financial transactions, including audits, cash handling, and reporting, ensuring compliance with hotel procedures.
• Liaise with all departments to coordinate guest services, manage room inventory, and address operational needs efficiently.
• Ensure the enforcement of hotel policies, health and safety standards, and confidentiality protocols throughout the property.
• Take charge during emergency situations, executing protocols and supporting guests and staff with calm and decisive leadership.
• Represent senior management during evening, weekend, and holiday shifts, making key decisions to maintain operational integrity.
• Participate in strategic meetings and contribute to continuous improvement initiatives for guest services and front office operations.
The Biltmore MayfairReservations Agent
Nov. 2024 - Apr. 2025London Area, United Kingdom• Handle individual, corporate, and group reservations with precision, aligning each booking with the brand’s luxury standards and guest expectations.
• Deliver exceptional service through personalized communication via phone and email, ensuring a seamless and anticipatory reservation experience.
• Manage room allocations, rate codes, and availability using Opera Cloud PMS, maintaining accuracy while maximizing revenue and occupancy.
• Process booking modifications, cancellations, and special requests with efficiency, attention to detail, and discretion.
• Collaborate closely with Sales, Front Office, and Revenue teams to ensure VIP and high-value guest requirements are met and exceeded.
• Generate confirmations, payment links, and detailed itineraries, maintaining a professional tone and premium presentation in all communications.
• Monitor daily arrivals and stay patterns, contributing to forecast accuracy and operational planning.
• Maintain up-to-date knowledge of hotel packages, promotions, and policies to effectively convert inquiries into bookings.
• Uphold data security and guest confidentiality in line with GDPR and brand compliance standards
The Biltmore MayfairFront Office Supervisor
May. 2024 - Dec. 2024London, England, United KingdomSupervise daily front desk operations, ensuring efficient check-ins, check-outs, and seamless room reservation processes.
• Lead and support a team of receptionists, providing guidance, training, and real-time problem-solving to uphold service excellence.
• Maintain high standards of guest satisfaction by addressing complex inquiries and resolving escalated issues with professionalism and discretion.
• Oversee financial transactions, including cash and card payments, ensuring accuracy and compliance with hotel policies.
• Coordinate with other departments to ensure smooth guest experiences and operational efficiency.
• Uphold and enforce hotel policies, ensuring confidentiality and safety protocols are consistently followed.
• Serve as the first point of contact in emergency situations, responding calmly and effectively while guiding staff through established procedures.
• Conduct regular team briefings and participate in management meetings to align front office operations with overall hotel objectives.
• Stay current with hotel services, systems, and industry best practices through ongoing training and development.
The Biltmore MayfairFront Office Receptionist
Jul. 2023 - May. 2024London, England, United Kingdom• Efficiently managed guest check-ins, check-outs, and room reservations.
• Provided exceptional customer service, addressing inquiries and concerns promptly.
• Handled phone calls, directed them to relevant departments, and provided information about hotel services.
• Managed cash and card transactions with accuracy.
• Resolved guest issues through effective communication and problem-solving.
• Collaborated with team members to ensure a seamless guest experience.
• Enforced hotel policies and maintained confidentiality of guest information.
• Responded calmly to emergency situations and followed established procedures.
• Participated in training sessions to stay updated on hotel services and policies.
Davy's of LondonFront of House Assistant
Jan. 2023 - Apr. 2023Factory House, London, England
DAM HealthLaboratory Administrator
Dec. 2021 - Sep. 2022Fulham Broadway• Administrator duty, updating and filing records
• Answering customer enquiries on laboratory results
• Email and telephone management
• Provided best practices for collaboration working, by using existing system. Such as Microsoft office (mailmerge, email management using categories and file record using onedrive)
• Provided operational processes in organising filing system, by implementing best practices such as first in and first out concept, using the retention policy. This provided better use of the storage facility
PizzaExpressDeputy Restaurant Manager
Aug. 2017 - Jan. 2023London, England, United Kingdom• Training and development for the front and back of house team
• Creating a comfortable and motivated working environment, achieving 88% employee satisfaction on 2017 employee feedback
• P&L and Stock Management
• Increasing Customer Satisfaction and gaining 5% increase in overall
• Improving processes for productivity on operations
• Continious implementation of company standards
• Health & Safety management, achieving 95% in overall score on Aug 2019 and 2022
• HR processes, from recruitment, employee relations and payroll
• Branch renovation opening in 2019, implementing new standards, and recruiting for new integrated Bar (recruited and trained Head Bar Tender, Barman and Bar Back).
• Food and Beverage management on both restaurant and bar
• First point of contact on front of house operations during re-opening
• Creating procedures for re-opening with integrated Bar (setting processes, bar layout, operational standards)
• Record keeping for trial products for new menu, new operational standards, IT systems, and applicances. Providing feedback to head office to implement nationally if trial was successful.
StarbucksStore Manager
Oct. 2015 - Aug. 2017Fulham Road• Acting as ambassador of Starbucks for Cineworld Cinemas Licensed Store which opened in August 2016
• Managing a team of 3 supervisors and 7 Baristas
• Adhering to Health and Safety procedures
• Staff management and development
• Encouraging the team to make sure product and equipment maintenance is to company procedures and standards
• Marketing for site recognisiton, footfall and revenue increase.
• Leading by example; floor leadership and front of house presence
• Food & Beverage management/control
• P&L analysis
• Support training for other branches
• Occasionally support the cinema as Operations Manager role
Cineworld Cinemas LtdOperations Manager
Sep. 2012 - Oct. 2015Fulham Road• Opening and closing daily procedures
• Currently incharge of film scheduling
• General health and safety check
• Maintaining company standards on daily basis
• Floor management
• Staff management and development
• Providing extensive face to face customer service
• Product and equipment maintenance to company procedures and standards
• Marketing for site recognisiton, footfall and revenue increase.
Build-A-Bear WorkshopAssistant Workshop Manager
Nov. 2010 - Dec. 2012Westfield Stratford City• Responsible of store in the GM absence and daily operations
• Managing more than 24+ staff
• Floor leading and leading by example
• Making sure that the store is within the company standards with merchandising.
• Marketing throughout the area to provide footfall for the store
• Increasing party intakes
• Development and recruitment of staff
• Payroll and HR
• Daily rotation of staff to cover all areas
• Dealing with daily operations, such as Health and safety, customer complaints, head office queries and Hamley’s store queries.
• Stock management, deliveries and stock takes
Hamleys of LondonSenior Sales Assistant (Expert)
Apr. 2010 - Nov. 2010• Stock replenishment
• Floor management
• Giving high standard of customer service
• Upselling and promoting new products
• Till management
Cineworld Cinemas LtdOperations Manager
May. 2004 - Apr. 2010• Managing 30+ staff members
• General running of cinema operations
• Managing team members rota
• Running various departments
• Increased finance audit on November 2006 from C to B
• Matching and chasing invoice from suppliers
• Raising orders for retail and stationary supplies
• New employee training
• Create good customer services on a daily basis
• Closing end of business day
• Became a retail administrator (retail specialist) on April 2005
• Promoted to supervisor on July 2006
• Promoted to operations manager on January 2008.
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