Project planing phase: - Defined service levels and operationnal processes of the concierge and laundry services, in collaboration with National Committee Service, IOC and IPC.- Produced the technical specification for the laundry project, managed the tender process and budget follow up.- Defined the strategy for the sector, building and room numbering system along side the branding and way-finding approach. - Developed and implemented the overarching model for conciergerie and laundry services of all villages (5) and athletes’ accomodations.- Established the headcount and team structure plan. Recruited and line managed 7 team members.- Sucessfully delivered the operation, ensuring agreed policies and procedures were implemented.- Supervised the development of issue resolution software and laundry tracking application. - Monitored partnership contract and goods service agreement- Trained and onboarded multiple teams, including staff, contractors and partners.Operational phase:- Managed and oversaw teams comprised of employees (7), contractors (450), partners (150) and volunteers (32)- Ensured a successful execution of operations and an efficient distribution of information, through the 10 concierge desks and 12 laundries within the village- Manage unexpected and delicate situation--> Total of 133 600 athletes’ laundry bags washed and 5 737 requests handled at the concierge desks, within 56 days of operations.Dissolution phase:- Bump-out coordination for conciergerie and laundry spaces- Writting of knowledge report and key data analysis- Budget landing

Re-launch of the Club Med 2 after the COVID pandemicImplementation on the new conciergerie project:- Merging of 3 differents services : front desk & guest relation, meetings & events and discovery- Define the new passenger exeperience: having one point of contact from arrival to departure, to customize passengers' stay on board- Development of new SOP (standard operating process)Service Operations Management:- Multicultural team management (3 supervisors and 10 concierges): on-boarding & training, annual interview, planing, daily briefing - Manage front-office: handling specific guest requests and complaints- Monitoring sales excursion and coordination with offshore contractors (56 differents destinations)- Organisation of embarkation and disembarkation days in 7 differents ports: coordination with local authority and transport contractors, coordination of crew members to welcome passengers at the port of entry and on board.- Accounting and cash management- Responsible of organizing charters and groups

- Supervise the reception team: planing, training, cash control- Ensure a personnalised service to each guest, respecting their loyalty statut- Welcome, meet and greet clients- Dealing with guests requirements and complaints- Ensuring guest satisfaction- Managing the "day pass" business: implementing action plan to increase direct sales, maintening a good relationship with our partners, coordinating with F&B department and bridge.- In charge of organising group exclusivity, meetings & incentives- Events coordination with operationnals teams and bridge- Drawing up functions sheets - Standardised food & beverages offers and procedures Always in compliance with procedures and safety rules related to maritime activity.

- Organisation of meetings, incentive, convention, music festivals (On the Beach Festival - Fly Away Festival: 3 mains stages, 900 festival-goer)- Managing scounting visits and report back to the sale representative- Handling all requests before and during the event - Being the group leader’s personal referent- Coordination with operationnals teams (F&B, Room Division, Maintenance and Entertainment)- Ensuring a successfull and smooth events by dealing with last minute request and mishap- Personal referent for all PLATINUM & V.I.P members: handling all requests before their arrival, welcoming them and hosting them during their stay, follow-up - Managing planing and supervising front desk to ensure staffs’ availability and efficiency to assit guests- Customers' complaint management

- Implementing action plans to increase spa and local sales- Managing « day pass » business: direct and indirect sales to individuals, organised business (study days packages, seminars) and social (birthdays, weddings) events- Welcomed events planner, clients and guests.- Guest's Check-in and Check-out- Booking

Throughout my time at Pierre et Vacances I had to be autonomous and proactive. I've been implementing project and procedure in order to improve hotel performance and guest satisfaction. It has been a very rewarding experience concerning human resources management in a delicate social context.

Maître d'Hôtel - Hospitality - Accor Hotel Arena

- Organisation of social & corporate events- Analysed incoming demands and design commercial offer adapted to client's needs and expectations- Drawing up contract and BEO (banquet event order)- Coordination in collaboration with operationals teams, suppliers and agencies- Ensured a good relationship with clients and partners- Managed last minute events which request a great knowledge of the process and responsiveness with clients and hotel's teams.

I have been a waitress in a 4* Hotel Restaurant. I improved my customer service and upselling method skills. I learned a lot about managing human ressources from different culture and the importance of a good communication in a Hotel. The Billesley Manor Hotel welcomes a lot of events such as conferences, wedding and anniversary that I have been in charge to coordinate.

I went through all the job of the housekeeping department. I have ensured the cleanliness of the room by checking them. I also managed the stock of cleaning product.I learned a lot about team management by managing the chambermaid. I also worked closely with the housekeeping manager in order to develop new products and sales support to be placed in room.