Luis Santos

Luis Santos

Front of House Manager at Royal Over Seas League
Lives in London, United Kingdom
over 6 months ago

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Started teaching at the University of Evora just after majoring in Languages and Tourism in 2011. Later left the university career and moved to 5* Luxury Hotels in Convento do Espinheiro, A Luxury Collection Hotel having helped the hotel to win the “Marriott Europe Hotel of the Year” award in 2016. After 1 and a half years decided to move to The Park Tower Knightsbridge in London where I have progressed from Guest Service Agent to Acting Reception Manager. I have now Royal Over-Seas League as Reception Manager in a new challenge, being recently promoted to Front of House Manager.

Throughout my career I have also been awarded “Associate of the Month”, “Front Office Associate of the Quarter 1”, “Leader of the Quarter” twice and "Star of the Month". I have also been invited and accepted to become part of AICR – International Association of Front Office Managers – UK Section.

Experience

  • Front of House Manager

    Royal Over Seas League - London, United Kingdom

    Front Office reception
    January 2019 - Now · 1 month

  • Reception Manager

    Royal Over-Seas League - London, United Kingdom

    Front Office reception
    October 2018 - January 2019 · 4 months

  • Acting Reception Manager

    The Park Tower Knightsbridge, a Luxury Collection Hotel, London - London, United Kingdom

    Front Office reception
    August 2018 - October 2018 · 3 months

    • Leading the Reception team from Assistant Front Office Managers to Guest Service Agents • Responsible for the first waves of the merger in Front Office between Starwood and Marriott Systems • Budgeting for Reception department from salaries to purchasing • Chairing daily ops meeting with hotel leadership team • Creating ROTAs ensuring all shifts are covered in the best possible way • Attending P&L meetings representing Front Office and, few times, Housekeeping and Butler • Holding daily meetings with Housekeeping and Front Office in order to improve communication between the departments and anticipate guests' needs

  • Assistant Front Office Manager

    The Park Tower Knightsbridge, a Luxury Collection Hotel, London - London, United Kingdom

    Front Office reception
    June 2017 - August 2018 · 1 year and 3 months

    • Be the last point of contact when handling guests’ complaints and ensure they are rapidly solved and the guest is happy with the outcome • Responsible for hotel operations when the higher management is not within the hotel • Responsible for creating a new Loyalty program enrolment incentive for the team, improving the results and boosting the score • Responsible for creating monthly file sent to all departments detailing the exceptional service provided by our team in the previous month. • Responsible for new Social and Review scores tracking plan in order to improve guest’s satisfaction and hotel metrics • Involved, in accordance with the Front Office Manager, in hiring new associates, from GSA to Assistant Managers • Responsible for creating and performing regular feedback meeting both with GSAs and Shift Leaders, as well as within the Assistant Manager’s team • Created daily meetings with Housekeeping and Front Office in order to improve communication between the departments and anticipate guests' needs • Cross training in Housekeeping and Butler departments to increase knowledge on the daily tasks, obstacles and positive aspects of all positions

  • Front Office Shift Leader

    The Park Tower Knightsbridge, a Luxury Collection Hotel, London - London, United Kingdom

    Front Office reception
    March 2017 - July 2017 · 6 months

    • Ensuring the shift is running smoothly by distributing tasks and making sure they are seen through • Training GSAs in order to make a strong, cohesive team in which everyone is giving their best and capable of performing their tasks correctly • To handle guest’s complaints promptly and professionally, demonstrating genuine customer care and ensuring guests are satisfied with solutions presented

  • Guest Service Agent

    The Park Tower Knightsbridge, a Luxury Collection Hotel, London - London, United Kingdom

    Front Office reception
    July 2016 - April 2017 · 10 months

    • Responsible for welcoming, registering and checking guests in/out • To be the first point of contact when handling a guest’s complaints demonstrating genuine customer care and ensuring guests are satisfied with solutions presented • Maximizing selling opportunities by upselling at every given opportunity

  • Duty Manager

    Convento do Espinheiro, A Luxury CollectionEvo - Evora, Portugal

    Front Office reception
    April 2015 - August 2016 · 1 year and 5 months

    • Responsible for welcoming, registering and checking guests in/out • Responsible for room moves and provide training to trainees and new colleagues • Performing Concierge tasks • Making reservations, replying to emails in a professional, efficient and friendly manner • To handle guest’s complaints promptly and professionally, demonstrating genuine customer care • Performing Night Auditing duties and tasks

  • University Lecturer

    Universidade de Evora - Evora, Portugal

    Other
    July 2011 - May 2015 · 3 years and 11 months

    • Representing the University of Évora, and Portugal, in several national and international projects (for example ABLE – Activity Based Learning and Entertainment) • Teaching English, Spanish and Portuguese, as well as working with students and lecturers from all over the world and different bilateral agreements

Education

  • Post Graduation - Translation

    Universidade de Evora - Evora, Portugal

    September 2014 - July 2015

  • Bachelor's degree - Languages and Tourism

    Universidade de Evora - Evora, Portugal

    September 2008 - July 2011

Languages

  • Spanish
    Native or fluent
    100%
  • Portuguese
    Native or fluent
    100%
  • English
    Native or fluent
    100%
  • French
    Professional working
    60%

Skills

  • Anticipation of needs
  • Attention to detail
  • Coaching and Mentoring
  • Complaint Handling
  • Computer savvy
  • Curiosity
  • Exceeding needs
  • Fast lerner
  • Great Communication
  • Guest satisfaction
  • Leader
  • PMS OPERA
  • Problem solver
  • Striving for perfection
  • Teamwork
  • Thinking logically
Connections
Henrique Silva
Front office Shift Leader at Epic Sana Lisboa Hotel
François Gendre
Front Office Shift Leader at The Park Tower Knightsbridge, a Luxury Collection Hotel, London
Alessio Cali nicotra
Doormen at The Park Tower Knightsbridge, a Luxury Collection Hotel, London
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