Mauro Tocco Email & Phone Number

London, England, United Kingdom

• Maintain regular and effective communication with clients and leaseholders • Supervise site based staff, ensuring all people related policies and procedures are followed • Monitor works conducted/service provided by suppliers • Audit and inspect supplier delivery • Procure goods and services, following procedures and policies • Contribute to the preparation of management reports for a variety of stakeholders and attend management meetings are required • Undertake regular building inspections, complete reports and initiate/progress any required works • Assist Building Manager to ensure compliance with all current statutory legislation in respect of health and safety and the environment • Ensure compliance with all internal procedures and policies – e.g. Procurement, Finance, Compliance, HR• Ensure security and emergency procedures are robust and adhered to at all times, taking an active role in the event of emergency situations• Complete administrative tasks as required to include use of systems, filing, inventory management

London, England, United Kingdom

KEY ACHIEVEMENTS • • Responsible for leading by example and ensuring adherence with policies, procedures and values• Remained a key focal point for clients, pioneered customer service excellence and provided solutions to queries• Managed onsite staff, including rota, on behalf of the Building Manager and Assistant Building Manager, and led day to day residents operations • Ensured adherence with health and safety regulations and carefully handled sensitive information• Maintained exceptional customer service standards and established a continuous improvement focussed culture• Provided valet services for the residents on request

Cheval Three Quays & Cheval Calico House

KEY ACHIEVEMENTS • Fully accountable for running the daily operations of the concierge department• Maintained excellent standards in guest experience, from arrival through to departure• Coordinated night audits to identify potential operational gaps and issues • Managed the security and safety of a high-value buildings within a premium city location• Organised staff rotas to keep the business fully resourced during peak business periods • Deputised on behalf of the Head of Concierge as needed and demonstrated leadership skills• Kept up to speed with local community developments in order to drive competitive advantage • Provided training to colleagues and upskilled direct reports with key customer-facing skills• Attended daily briefings with the General Manager to align on business priorities, goals and performance• Led viewings for interested customers and promoted key hospitality offerings• Recruited top talent into the business to meet growing business demand• Maintained strong communication channels with cross-functional departments• Ensured payroll costs were kept within set budgets, whilst considering overtime, holidays and lieu time• Tracked timesheets, provided clarity in responsibilities and maintained daily log events • Validated compliance with health and safety guidelines and best practices

Cheval Three Quays & Cheval Calico House

KEY ACHIEVEMENTS • Served as a health and safety champion in the business and established a health and safety focussed culture• Appointed as a representative member in the employees consultative committee for over 2 years • Managed rotas to provide maximum business coverage during peak business periods• Maintained store areas and tracked stock orders by utilising the Procure Wizard toolset• Remained vigilant for security risks by using CCTV coverage • Escalated customer-facing issues as needed to senior management to facilitate prompt resolution• Kept up to speed with emergency procedures and conducted monthly fire inspections• Reported to the Head of Concierge, responded to customer queries and received high-profile customers in person

Millennium Hotel London Mayfair

Completed duty manager training, supported senior management with daily operations, organised special requests for clients, ensured adherence with credit policies and provided leadership to front desk staff.

Millennium Hotel London Mayfair

Met with clients and maintained exceptional standards in customer services, administrated reservations, escorted guests to rooms and handled guest needs, promoted hotel facilities and uplifted revenues through guest loyalty.

Millennium Hotel London Mayfair

Supported various services covering table service, bar, buffet, room service and minibar, consulted customers on food and drink options in alignment with their interests and effectively worked with internal departments.

London, England, United Kingdom

Served customers promptly and maintained excellent customer service standards, consulted customers on menu items and processed sales transactions in alignment with company policies.

London, England, United Kingdom

Supervised staff and provided prompt solutions to customer matters, served as an ambassador for the hotel, warmly greeted customers and effectively conducted waiter duties.

London, England, United Kingdom

Processed sales transactions in alignment with company policies, operated tills in a busy environment and supported various high-profile sporting events.

Villasimius, Sardinia, Italy

Conducted a range of roles within a prestigious resort, maintained excellent customer service, remained vigilant for health and safety risks and promoted resort offerings to guests.

Managing Safely Course (Iosh), Health And Safety

Biiab Level 2 Award For Personal Licence Holders (Qcf)

Nvq Management Level 3, Management

Hospitality Training Course

Bartender Course

Operatore Culturale Per Il Turismo, Scienze Del Turismo, 108

University Apprenticeship, Tourism

Scienze Del Turismo, Gestione Dei Servizi Di Viaggio E Turismo, 100