Bruno Da Costa Email & Phone Number

London, England, United Kingdom

Lead the night team in upholding Urbanest standards and take ownership of property budgets, effectively managing external partners to control costs. Drive continuous improvement in customer service and stakeholder experiences by seeking and acting on feedback. Building and maintaining strong relationships with key stakeholders, including universities and students, focusing to understand their needs and priorities. Ensure property presentation and coordinate maintenance to maintain high standards, while aligning operations with the company's business plan, mission, vision, and values. Oversee staff rotas for optimal service delivery, help manage annual property turnarounds, and uphold high audit standards. Additionally, I am responsible for recruitment, developing training plans, supporting staff development, and instilling a strong ethos of customer service excellence. Conduct risk assessments, manage operational performance, and achieve financial and operational KPIs, fostering cross-departmental collaboration and stakeholder engagement.

Bloomsbury

• Ensure the smooth running of the day-to-day hotel operation, working alongside F&B, HSKP, Reception, HR and Revenue and Sales to balance to all priorities. • Supervise continuous 7 day/week, 24-hour front office operations and assigned staff, including hiring, training, evaluating performance and scheduling work. • Purchase / Order departmental supplies; carry out monthly stock take and action any discrepancies. • Monitor all guest ratings and comments on Tripadvisor and Trust You in order to evaluate same and improve all services. • Generate contracts of employment and chasing reference requests for new employees.• Carry out random room checks to ensure that Brand Standards are respected. • Formulate budgets and prepare weekly revenue/expense forecasts. • Responsible for Fire Safety, Food Safety and Health & Safety compliance. • Control of the Profit & Loss, managing costs and identifying opportunities.

Bloomsbury

Bloomsbury

• Administered all operations of front desk, such as concierge service and guest relations. • Monitored all front desk activities on an everyday basis and ensure compliance to all policies and procedures to maintain exceptional quality of services. • Hired and trained new front desk associates according to all hotel policies and procedures and everyday activities. • Supervised all team members and ensured achievement of all front office objectives according to quality standards. • Analyzed all guest complaints and requests and ensured timely resolution for all. • Worked closely with all other department heads to be sure that the comfort and satisfaction of our guests exceeded their expectations at every turn. • Participated in the roll out of new PMS (Opera). • Actively performed the Duty Manager tasks according to ROTA.

London, United Kingdom

• Monitored guest requests and resolved all complaints received to maintain customer satisfaction. • Developed and managed all guest rooming procedures. • Ensured compliance to all hotel cashier and credit policies. • Analyzed credit limit report on everyday basis and ensured timely payments for all. • Ensured optimal levels of customer satisfaction and communicated with guest on it. • Administered occupancy status for all rooms. • Monitored all guest complaints and managed all front desk agents. • Trained all front desk members in all activities. • Performed Duty Manager and Night Manager duties when required.

Lisbon, Portugal

São Paulo, Brazil

Lake Buena Vista, Florida, United States