• Led and executed strategies to achieve sales growth and deliver 4* excellence in guest relations at The Vale Resort • Identified, communicated and delegated actions to departments to ensure product quality and service standards• Promoted and drove a customer centric behavioural culture in line with company values, mission and policies• Worked with, planned and organised events for high profile VIPs including FA Wales and the Welsh Rugby Union• Proactively measured and reported guest feedback; influencing strategic direction to improve overall ratings• Led, trained and coached front office staff to comply with guest welcome standards and check in/out procedures • Achieved an 84% score, the highest Mystery Shopper ranking for a front desk reservations call at the resort • Handled guest complaints/issues in a friendly, professional and courteous manner; implementing lessons learned• Conducted cleanliness audits, safety reviews and service level checks to monitor and maintain brand standards• Directed housekeeping, security and maintenance staff to prioritise and address improvements from audit results• Managed food, beverage, conferencing and events teams to ensure delivery of business requirements

• Managed 21 bedrooms, 7 conference rooms, 2 bars, 18 chalets, leisure and spa facilities at the St Mellons Hotel • Played a key change management role in the transition from a Best Western to an independent hotel• Worked with the general manager and hotel owner to develop business programs, ideas and upselling strategies• Led multi-disciplinary teams to achieve strategic/operational objectives, sales and budgetary expenditure goals• Expertly managed day to day operations; improving performance and guest satisfaction across all departments• Analysed competitor trends, pricing and occupancy; mentoring the workforce on how to maximise hotel revenue• Deputised for and represented the general manager at meetings and managed with 3rd party supplier contracts• Collaborated with the Leisure and Spa Club team to create and implement Guest Experience packages • Assisted the event sales manager to convert enquiries; conducting tours, gathering requirements and expectations• Successfully costed, planned, coordinated and supervised the full range of corporate, private and family events • Ensured accuracy/validity of hotel website, 3rd party extranets, marketing information and social media platforms• Established procedures and practices to improve efficiency and planned and led H&S, service and room audits• Excelled at stock management, budgetary control, duty and rota management