Russell Gorton

Russell Gorton

Guest Relations Manager at Cowley Manor
Lives in Cheltenham, United Kingdom

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About me

PERSONAL PROFILE

I am a dedicated, passionate and determined person who by
nature is uncompromising on the highest of quality. Highly skilled in communicating and with all personalities, I provide each colleague with the knowledge that they are entirely valued; this in turn provides me with a devoted team, allowing us to achieve our ultimate goal of providing the utmost in guest experience.

I am known by all for my untiring passion for providing an unmatched service to each individual guest I come into contact with, and I will continue this within a luxury hotel with core values similar to my own; I look forward to dedicating
myself to the vision of your business.


CORE VALUES

* Treat each guest and colleague as if they were a guest in
your own home.
* Everyone is unique, work with each individual's qualities
and help them to prosper.
* Self-development is a lifelong journey.
* A balance between guest priority and financial awareness
is essential to satisfy both guest and business.
* Be open and honest at all times.
* True luxury is in the details. True luxury is unique.
* True service is selfless.

Experience

9 years and 2 months

  • Guest Relations Manager

    Cowley Manor - Cheltenham, United Kingdom

    Guest Relations
    September 2019 - Now · 4 years and 7 months

    At beautiful Cowley Manor I look after Duty Managers, Reception and Nights, whilst also having shared responsibility for the Reservations and Events team. I am responsible for the recruitment, training and regular review of each of my team. I ensure all health and safety documentation are up to date and are reviewed regularly. I played an integral role in creating the 'Cowley App', developing it so it was at the highest standard for our guests. I then trained each member of the team on the intricate details of the App, and thoroughly explained the use of the App to each guest, before and after their arrival. I oversaw the install of a new bedroom door entry system, liaising with all third parties and training each team member on the new system. I was the dedicated 'cleanliness guru' upon reopening after Covid - ensuring standards were of the highest throughout the hotel and ensuring each guest felt completely comfortable in foreign times. I had the pleasure of being the face of the hotel for Visit Cheltenham adverts. I oversaw the big project of a PMS change, ensuring all information was manually and accurately moved across and all team members were fully trained and competent on the new software. I am responsible for our in-house social media posts, keeping our IG page engaging to attract more guests, and much more.

  • Front of House Manager

    Ellenborough Park - Cheltenham, United Kingdom

    Room Division Management
    July 2018 - September 2019 · 1 year and 3 months

    At Ellenborough I led a team of 13 including Reception, Concierge and Nights. Dedicated to the growth, training and development of the team, I led by example and report directly to the Operations Manager. Promoted straight to Front of House Manager due to my skills, natural ability & dedication. Responsible for all recruitment across the Front of House team, highly capable in handling discipline with the best interests of the colleague and business in mind. In addition I was responsible for the creation of rotas and managing holiday. As part of the Racecourse Estate, I was the main contact at the hotel during any race meetings at Cheltenham Racecourse - this includes continuing and growing relationships with royalty and celebrities alike, and regular, high paying guests with extremely high standards. Managing helicopter arrivals for VIP's and arranging luxury transportation to and from the hotel provided by H.R. Owen; all of this with a focus on business profitability working closely with the Director of Finance.

  • Receptionist

    Ellenborough Park - Cheltenham, United Kingdom

    Reception
    April 2015 - July 2018 · 3 years and 4 months

    Alongside University, I completed all receptionist duties including check-in, check-out, cashiering, restaurant reservations, concierge, roomings, vouchers, co-ordinating VIP arrivals and helicopter landings, trained in Reservations, regularly assisting Events and Spa.

  • Front Office Trainee

    The Ritz London - Mayfair, London, United Kingdom

    Reception
    February 2015 - March 2015 · 2 months

    A one-month placement as part of my Hotel & Resort Management degree, this was my first exposure to hospitality which embedded standards of luxury within me. Co-ordinating VIP arrivals, operating switchboard, check-ins, roomings and ensuring personal grooming was at the highest standard.

Education

  • GCSE's; A Levels

    Cheltenham Bournside School & Sixth Form Centre

  • Hotel & Resort Management

    University of Gloucestershire - Cheltenham, United Kingdom

    September 2014 - May 2018

Languages

2 languages

  • English

    Native or fluent

  • French

    Limited working

Personal information

Nationalities

  • British

Date of birth

March 01st 1995

Driving License

Yes

Skills

8 skills

  • Alacer
  • Duty management
  • Financial Budgets
  • First Aid
  • Health & Safety
  • Micros
  • Opera
  • Team Management
Following
Rosewood Hotel Group The Dorchester Hotel
The Dorchester Hotel
London, United Kingdom
Hosco
Hosco
Geneva, Switzerland
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