ROOMS: 279 DIRECT REPORTS: 35 FTE’sDEPARTMENTS FRONT OFFICE | GUEST SERVICES | CONCIERGE | EXECUTIVE LOUNGE | NIGHTSOverseeing the Front of House team, as the main connection between guest, hotel, as well other operational and commercial departments. Responsible for managing a high performing team and the first impressions of our guests with a range of duties, including the below: GUEST SATISFACTION & COLLABORATION: Evaluating & Monitoring trends and performance with a focus on continuous improvement, using feedback to drive guest satisfaction. Acknowledging successes, and driving Guest Experience. Building relationships within the department and across the hotel, supporting overall operations and hotel objectives. VIPS: Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme, ensuring to meet targets. Exceeded brand loyalty programme enrolment rate of 27% YOY.REVENUE & PERFORMANCE: Maximising room occupancy and inventory, creating upsell programmes, enhanced facilities to further drive hotel revenue. Sets departmental objectives, WIG (4DX) commitments, work schedules, budgets, policies, & procedures. Monitor Team member’s performance, supporting development needs where required.TRAINING & PEOPLE: Sourcing high performing team members, creating successful succession plans within the department, and PDP’s for each team member. Overseeing hotel training plans, H&S compliance and onboarding to maintain them members, with a focus on retention. ACHIEVEMENTS- Hotel Thrive Champion & Blue Energy Chair ensuring to create a positive working environment, with team engagement scores being most improved in recent Global Team Member Survey - 4DX Coach for Hilton Hotels.- 6 Team members, as TMOTH in 2019 - Mentor of the Year 2019, RUKI Awards- Implementation and production of the #LightupMCR campaign, gaging strong online and media reach

Interim role supporting FO operations at Hilton Liverpool City Centre.

**Interim Role** due to Covid-19. Hotel support for departments and successful integration to on-property housekeeping. STATS ROOMS: 279 TOTAL REPORTS: 78 FTE’s DEPARTMENTAL HEAD REPORTS 5: FTE’sDEPARTMENTS FRONT OFFICE | GUEST SERVICES | CONCIERGE | EXECUTIVE LOUNGE | NIGHTS | HOUSEKEEPING | LINEN & LAUNDRYResponsible for operating within departmental budgets through effective stock and cost controls and well managed schedules. Setting departmental targets and objectives, work schedules, budgets, and policies and procedures, driving guest experience, and hotel performance both commercially and operationally. ACHIEVEMENTS- Successful TUPE of 45 FTE as part of the in-housing of HK department from outsourced 3rd party supplier. Created a departmental structure, required manning and costings to budget for HK department - in line with business demand- Rolled out brand standard SOP’s, H&S training and induction training for brand new department, with the Implementation of a housekeeping audit with incentive scheme for TM’s increasing cleanness scores by 6.2%- Sourced alternative sustainable items for guest rooms post COVID-19 with a saving of £2.5K YTDImplemented, managed and retired all COVID19 compliant items across hotel- Increased overall arrival / welcome score of 10% YOY with a YTD score of 91%- Created and managed a FO incentive programme with an additional £19.1K revenue generated ins 2021- Successful succession plan in place with 7 internal promotions YTD, including cross exposure to GCE & Finance - Introduction of ‘Green Stay’ a sustainable approach to HSK cleaning, with an OPT out service for points. - Creation and role out of ‘This is Manchester” Amenities guide, generating £8K revenue 2021- Managed all Rooms Recruitments, onboarding and training with the lowest scored retention within the department since 2017

Initially a seconded move from Hilton Newcastle Gateshead to support new recruits and enhance hotel operations, implementing SOP’s, structure and supporting the onboarding of FOM & AFOM to Hilton brand. Permanent from September 2017, supporting the day to day operations of the FOH department, hotel Duty Manager. OPERATION: Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standards, including reception, concierge, guest services & executive lounge. GUEST SATISFACTION: Assist the FOM to evaluate Guest satisfaction & monitor trends, with a focus on continuous improvement, using feedback to drive guest satisfaction. VIPS: Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme, ensuring to meet targets. REVENUE: Maximize room occupancy at best rates and use up-selling techniques to promote hotel services & facilities, create incentives for team members, to drive further hotel revenue. Assist the Front Office Manager with setting departmental objectives, WIG commitments, work schedules, budgets, policies, & procedures. Monitor Team member’s performance, supporting development needs where required.TRAINING: Maintaining the appearance, standards & performance of the Front Office Team Members with an emphasis on training & teamwork Ensuring Team members & supervisory team have the most up to date knowledge, to thrive and be engaged. ACHIEVEMENTS- FOH Team met and exceeded HH targets for 2018 with a YOY increase. - SALT (Satisfaction & Loyalty Tracker, Medallia) results for FOH in 2019, exceeded stretch targets- Front of House – Best 4DX initiatives for 2018 – award winner- Thrive (wellbeing coach and mental health ambassador) Award Winner – 2018

As a Guest Relations Manager for Hilton Hotels & Resorts, It is my responsibility to personally understand, manage and coordinate the needs of VIPS at the hotel, informing other team members & departments to ensure an exceptional guest experience is created. Responsible for managing the first impressions of all guests with duties that include:MEET & GREET: Be the point of contact for all guests as they arrive to the hotel, a very visual presence in the lobby area. An introduction to all VIPs at the sole point of contact throughout their stay, ensuring that other departments are fully understating of any requirements in which they may need. Be the contact for long stay guests, ensuring to touch base to make sure their stay is as comfortable as possible.FEEDBACK: Be approachable in the hotel to seek feedback, both positive & negative from hotel guests, ensuring to action accordingly in a prompt manner. Ensure to deal with guest or customer queries and complaints in a professional manner, striving to exceed expectations with resolutions, and correctly record these for reference. CUSTOMER SERVICE: Showcase the highest level of customer service within any outlet or area of the hotel, with professionalism at its highest. Understanding the balance of friendly to ensure that guests feel warm and welcome, with key areas being hotel lobby, the front of house and the executive floors.UPSELL & PROMOTION: The understanding of hotel promotions and when suitable to sell these, including the benefits of loyalty program’s & potential to upgrade when on site, thus increasing hotel revenue. FLEXIBILITY: cross exposed & trained in other hotel departments including reception, reservations, food & beverage and banqueting, the ability to assist at peak times and build strong relationships with other departments building a stronger close knit team. Active hotel Duty Manager

Supervision of the daily Front of House operation. Managing a small team daily including Reception & Concierge team members. Responsible for ensuring exceptional service is provided to guests from check in at the hotel until their departure. Being a key representative of the hotel for guests to approach, with any queries or complaints and handling them in a professional manner. Accountable for cash handling & correct guest billing.

Completing a range of shift patterns to actively to provide service at the front desk of the hotel. having a positive attitude that reflected on guests as we are the first they see and last they speak with. provide impacting first impressions and leave lasting ones. completing tasks such as check in and check out, helping out with directions and supporting the concierge. general control of the lobby area and dealing with requests.

Working within many Food & Bevrage Outlets to deliver a high level of customer service to a variety of clientele. These include: Windows on the Tyne Bar & LoungeWindows on the Tyne Restaurant Hilton Meetings Operations Banqueting Operations

Initially Starting as a support secondment and then gaining the position full time, reporting the the C&E manager and successfully managing functions of numbers up to 400. specialising within Weddings & Asian Wedding Operations of numbed up to 500 + Guests. Handling a team of up to 40 members effectively.