Front Of House Manager
CurrentLeadership role involving overall responsibility for the customer experience operations at the flagship property in the London portfolio. Established a passionate focus on exceeding client expectations through up-skilling team members and evolving customer processes and procedures. Maximising client retention by identifying and personally managing at risk clientele; utilising creative problem solving to produce positive solutions in order to reduce churn. Employed a tech-savvy approach to utilise customer satisfaction analytics and automation to further improve the client experience. Overseen a hugely successful campaign to achieve outstanding results in key metrics and social media scores over a two year period. Most notably:- an increase in NPS from 40 to 75- a meteoric rise in tripadvisor ranking, from 232 to 89 in London.
