With over 7 years of experience in the hospitality and entertainment industry, I am a passionate and driven leader who strives to deliver exceptional guest experiences and operational excellence. I have a strong background in hotel management, guest relations, employee engagement, and entertainment, and I am currently the Assistant Front Office Manager at Chessington World of Adventures Resort, one of the UK's leading theme park and hotel destinations. I am committed to creating a positive and inclusive work environment for my team, and to enhancing the quality, standards, and safety of the hotel services. I am also motivated by the opportunity to learn new skills, embrace new challenges, and contribute to the success and growth of the organization.In my current role, I am responsible for recruiting, training, and coaching a small team of 4 Team Leaders and 20 Hosts, who handle the reception, check-in, and check-out processes for the hotel guests. I also manage all on-the-day guest feedback, complaints, disputes, and recovery/compensation, ensuring that the guests' needs and expectations are met or exceeded. Additionally, I assist the Front Office Manager in running the hotel operations, overseeing the inventory, bookings, payments, and reports. Some of the skills that I use and develop in this role include customer service, communication, problem-solving, decision-making, leadership, teamwork, and organization. I enjoy working with a diverse and dynamic team, and I am always looking for ways to improve the guest experience and employee engagement.