About me
I thrive in inspiring, high pressure environments with the desire to create outstanding experiences in a stimulating social setting. My work ethic revolves around my drive for success through efficient hard work and a cohesive team who are supportive, knowledgeable, passionate and love what they do.
Work history
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Front of House ManagerCore by Clare Smyth
London, United KingdomFull Time
• Responsible for the operation of the reservation, reception and bar departments, maintaining the highest standard of service and ensuring the team understands guests’ profiles, expectations and preferences to secure loyal repeat guests
• Managing CORE’s Social Media and website to reflect the brand, convey the voice and illustrate its journey; resulting in CORE’s Instagram being the second biggest redirection driver for online reservations
• Created the guest profile database ensuring relevant information is recorded and utilised
• Managing the Open Table reservation system; adapting capacity settings to optimise covers and promote a smooth service; ensuring reservations are accurately completed in a manner that maximises every aspect of the system’s capability
• Established the internally operated gift experience voucher system set up
• Organising external and internal weekly training whilst updating training and induction manuals.
• Responding empathetically to complaints with appropriate recovery gestures and ensuring preventative action is taken
• Ensuring all standards and the sequence of service is adhered to under any circumstance with the maximisation of sales
• Maintaining fluid communication between Back and Front of House along with reservation sheets and service support documents
• Ensuring all guest correspondence is executed in a timely manner to brand standard with a consistent warm voice
• Music playlist development and evolution with seasonal changes and regular guest additions
• Ensuring cash handling and reconciliation procedures are in accordance with company policy
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Guest Relations ManagerLime Wood Hotel
- Lyndhurst, UKFull Time
• Assisting all Head of Departments when present and managing shifts when not present with the ability to fill any role at any time
within the hotel’s departments
• Analysing Service Scan Mystery Guest programs via visits, return on investment analysis and directorial reports
• Make sure all guests are highly satisfied by receiving engaging and thoughtful service beyond expectations and managing complaints
• Reviewing all dining and stay reservations along with a weekly VIP profile list to ensure absolute satisfaction
• Ensure critical information is communicated during shifts, between Front of House shifts and Duty Manager shifts
• Championing and training the team in Opera, QuadraNet, Micros, Fourth Hospitality and Concept operation systems
• Understand the operation and maintenance of guest amenities, incl. entertainment, communication, heating and lighting
• Promote healthy workplace culture, encouraging team work and job satisfaction
• Ensure public areas are constantly appropriately and ideally set, reflecting brand and standard
• Ensure all team members understand and adhere to operational Health and Safely policies and procedures
Skills
- Business Development
- Client Services
- Sales
- Marketing
- Project Management
- Brand Management
- Operations
- Social Media Marketing
- Communications
- Brand Marketing