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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 RelationsSeptember 2019 - Now · 4 years and 7 monthsAt 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 ManagementJuly 2018 - September 2019 · 1 year and 3 monthsAt 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
ReceptionApril 2015 - July 2018 · 3 years and 4 monthsAlongside 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
ReceptionFebruary 2015 - March 2015 · 2 monthsA 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
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