Midscale - 332 rooms | 4 meeting rooms (30 max capacity) I 1 restaurant | 1 barThe key purpose of my role is to run all operational aspects of the hotel to optimum performance. The Front Office, Guest Relations, Nights, Food & Beverage, Maintenance, Housekeeping, Security and Admin teams report to me. These departments compass 125 team members. I am also the on property ESG lead for Michels & Taylor (M&T), our hotel’s management company.My career at this hotel began in the key role of pre-opening Front of House Manager, further to a recommendation from my previous General Manager. I was one of the first Heads of Department recruited and in addition to building the front of house team, procurement was a key part of the role. My role grew organically due to my work ethic, problem solving skills and ability to take my team on the journey with me.• Lead and develop eight heads of department.• Manage departmental costs in line with the P&L• Step up as acting General Manager when needed. • Achieve best in class results for property audits and M&T portfolio balanced scorecard based on KPIs – commercial, brand compliance, guest satisfaction and resource use.• Liaise with on property marketing for food and beverage and loyalty activations.• Review benchmarking tools such as STR, SALT (Hilton) and TripAdvisor• Contribute to and attend business reviews, budget, and commercial focus meetings.• Head onsite HR and payroll function• Drive ‘Hamptonality’ brand heartedness through recognition, education, and motivation

Midscale - 297 rooms | 4 meeting rooms (30 max capacity) I 1 restaurant | 1 bar

Upscale - 350 rooms | 8 meeting rooms (1, 170 max capacity) I 2 restaurants | 2 bars | SpaI was appointed into this role during opening and supported the department head with building and deploying the team of 25 including reception, nights, guest relations, concierge, and lounge. Flexibility was key, due to the demands and booking trends of one of the busiest international airports in the world. The hotel also had one of the biggest ballrooms in the Greater London area, which was both challenging and rewarding from commercial and service perspective. The Hotel was the proud recipient of a Hilton Connie Award for Brand Excellence award in 2012. I reported to the Front of House Manager and had nine direct reports per shift.• Awarded Manager of the Year 2012• Recruited, developed, and retained top talent – 87% retention.• Attended and contributed to management meetings.• Implemented initiatives that increased SALT scores, HHonors enrolments, and TripAdvisor ratings.• Stepped up as acting Front of House Manager during a three-month absence.

Upscale - 216 rooms | 5 meeting rooms (120 max capacity) I 1 restaurant | 1 barI initially joined the hotel as an Executive Lounge Host whilst studying but had the opportunity to explore and progress to other guest facing roles such as Assistant Concierge and Front Desk Associate before my promotion to Front Desk Supervisor/Duty Manager, which I held for just over 1.5 years. I reported to the Front of House Manager and had seven direct reports on shift.• Initiated and managed the rooms upsell scheme. • Led the delivery of ongoing departmental training and onboarding.• Received Marriott’s “Spirit to Sell” award for year 2010 • Employee of the Year 2011