The Bell Hotel, London
Led the daily hotel functions, guiding welfare officers, kitchen, and housekeeping teams, reviving stalled services
through precise resource planning, and keeping operations within budget allocations targets.
• Created duty rosters and monitored adherence, upholding service levels across two hundred rooms, while
coaching staff on refined presentation standards and swift guest issue resolution.
• Introduced barcode linen tracking, scheduled laundry pick-ups, and audited cleanliness through weekly room
inspections, achieving reduction in lost items and elevating hygienic perception among residents.
• Coordinated resident welfare programme, mediating between occupants, security staff, and compliance
officers, promptly addressing wellbeing concerns and maintaining adherence to health, safety, and licensing
regulations.
Key Achievements
• Boosted staff morale through targeted coaching programme, resulting in lower turnover and smoother shift
transitions during peak holiday season without external agency reliance, delivering support.
• Introduced kitchen segregation and supplier repackaging scheme curtailing disposal volumes, improving
environmental footprint, receiving positive feedback from council sustainability officers.
• Drafted thorough emergency drill involving staff and residents, refined evacuation timing, and satisfied fire
authority inspectors who commended documentation accuracy and communication during unannounced test.
• Negotiated supply agreements with regional vendors, securing favourable terms and varied menu ingredients,
improving cash flow stability and broadening culinary range for diverse resident preferences.
WELFARE OFFICER, 02/2024 - 05/2024 Holiday
Inn (Luton), London
Maintained resident welfare by auditing accommodation standards, kitchen hygiene, and personal care routines,
promptly addressing shortcomings through guidance and follow-up visits across the housing portfolio.
GUEST RELATIONS OFFICER & FRONT OFFICE SUPERVISOR, 04/2022 - 01/2024
Staycity Hotel, London, Derry City and Strabane
Responsible for the front desk activity across 3 hotel blocks, coordinated rota changes, supervised reception
systems, maintained guest satisfaction through prompt service follow-up and accurate billing resolutions.
• Created schedules for reception, housekeeping, and support teams, balanced labour costs against occupancy
forecasts, and conducted training sessions that improved service consistency and audit scores.
• Handled VIP arrivals and departures, delivered welcomes, arranged amenities, resolved complex complaints
within service targets, earning commendations from General Manager Sarah Farington and strengthening
loyalty.
• Conducted daily room and public-area inspections, tracked maintenance tickets, verified housekeeping
standards against brand guidelines, reducing quality-related guest queries through accurate records.
• Analysed occupancy trends, adjusted walk-in rates, upsold rooms at reception, liaised with revenue to
maximise yield, achieved month-end revenue targets during peak and low seasons.
Key Achievements
• Shortened check-in waiting time through redesigned queue signage and real-time desk allocation, leading to
calmer lobby atmosphere and improved first impression comments during exit interviews.
• Mentored junior receptionists through structured coaching sessions, encouraging career progression and
cultivating confident communicators who later stepped into supervisory duties with minimal adjustment
period.
• Launched guest-facing sustainability programme promoting towel reuse and waste separation, earning
positive media coverage and brand commendation for environmental stewardship within competitive
hospitality market.
RESERVATIONS SUPERVISOR, 01/2022 - 01/2024 Stay
City Apart Hotels, London
Responsible for confirming room reservations, ensuring a smooth process when updating through the booking
system, at the same time handling large volumes of incoming calls, answered queries about room availability,
dining options, and transport links.
• Verified passports and identification for international guests, confirmed payment details, and completed
necessary registration cards to uphold security regulations and hotel policies at all times.
• Promoted seasonal room upgrades, local tours, and dining experiences, explaining benefits clearly and
securing revenue while maintaining guest satisfaction and brand reputation through friendly dialogue.
• Resolved guest complaints, cancellations, and refund queries by listening carefully, proposing fair solutions,
and documenting outcomes, which improved feedback scores and built positive word-of-mouth locally.
• Coached new receptionists on reservation systems, customer service standards, phone etiquette, and cash
handling procedures, helping them reach performance targets.
• Worked rotating shifts, including nights, weekends, and bank holidays, sustaining accurate front-desk
operations, balanced cash drawers, and maintained calm guest interactions during disruptions effectively.
Key Achievements
• Boosted booking revenue by 30% within one quarter by targeting local firms through personalised
packages and prompt follow-up calls, consistently surpassing front-desk sales targets.
• Elevated guest satisfaction rating to 95% by resolving refund requests inside two hours on average and
sharing travel-restriction updates promptly via email and telephone.
• Shortened reception waiting time from seven to three minutes by reconfiguring call-routing rules and
introducing quick-entry passport scanning, improving lobby flow considerably.
• Trained eight junior receptionists, achieving a 100 percent probation pass rate and cutting the onboarding
period by two weeks through structured mentoring sessions and call-handling workshops.
HOUSEKEEPING SUPERVISOR, 11/2021 - 04/2022
Doubletree by Hilton Hotel, London
Managed hotel-wide housekeeping, sustaining brand standards through routine inspections and procedural
tweaks that preserved guest satisfaction and audit compliance. Led quarterly risk assessments, refreshed
COSHH records and drove action plans that lifted health, safety and environmental audit scores.
BANK BRANCH ADMINISTRATIVE MANAGER, 01/2019 - 01/2021
Minor Tea Company
Organised quarterly pricing seminars and client meetings, handling l