Sam Yates Email & Phone Number

Acton, England, United Kingdom

Borehamwood, England, United Kingdom

London, England, United Kingdom

London, United Kingdom

•Established and promoted good internal relationships within the department and internal customers by regular scheduled briefings and team meetings and inviting heads of other departments to attend FOH team meetings. •Reviewed the roles across FOH team and introduced cross training for reception, guest relations, concierge, night team and switchboard. This resulted in greater flexibility of the FOH team.•Conducted a 360° review of recruitment, training, development, and performance management. This was implemented to address turnover of team members and the lack of uniform development plans and induction plans. A structured training plan based on gap analysis was implemented including formal, buddying, jobchats, shadowing, expertise champions complementing time-based development plans.•Implemented sales targets for breakfasts and upgrades along with communication training and an emphasis on product knowledge to increase sales, this resulted in first 3 quarters of the financial year 2019 a 12% higher revenue against target.•Introduced new stock control measures to reduce wastage and plan buying and as a result achieved budgeted finance targets.•Developed and trained team members on brand standards resulting in exceeding the company internal mystery guest target which was over 90% on brand standard, our result being 97%.•Facilitated customer service workshops across the hotel estate which was a one-day course, and this developed awareness, confidence, and consistency of service.•Successfully restructured front office and food and beverage departments to improve productivity and service with the emphasis on cross training and multi skilling.•Introduced standardised customer friendly scripts for online customer feedback responses which could be tailored according to specific issues. This instilled greater confidence in team members in team members responding to customer feedback.

London, United Kingdom

•Created and successfully implemented an upselling program which enhanced up sale revenue, increased by 80% with total sale of £197,000 in 2017 compared to the previous year.•Created upsell tracker to view revenue performance and compare up sales to exceed monthly targets.•Re-organised the night manager task list making the night shift procedure 50% more efficient.•Introduced new Group check in / out procedures to minimize delay and waiting time.•Managed the rota and payroll for the department ensuring that the department operates according to budget and business level.•Checked VIP reservations completing pre-registration requirements to ensure a smooth check in and eliminate complaints. •Responded to and handled face to face complaints with the aim of on the spot resolution to avoid escalation of complaint. •Organized when required, book out arrangements, ensuring company hotels were used whenever feasible.•Coordinated front of house daily operations including rooms division, reception, concierge and food and beverage. •Trained and supported multi-skilling in the key service areas to provide the best guest experience.

•Assisted in preparing a hand-over for the next day shift team and prepared reservations for early morning arrivals. •Created bespoke welcome packages for specific guests with the aim to enhance customer service scores.•Nominated as health and safety champion for the hotel and was responsible for team members being confident in evacuation procedures. •Carried out night audit tasks by undertaking the end-of-day takings against logged reports. •Arranged when necessary, book out of guests to alternative company hotels •Designated as complaints champion to ensure consistency of response

London, United Kingdom

•Recruited loyalty signature scheme members achieving personal average recruitment against monthly target•Cross-trained team members such as front desk, food & beverage, and housekeeping to promote a multi skilling approach•Added additional revenue by liaising with sister hotels to address overbooking and book outs with the aim of achieving 100% occupancy for Hyde Park.•Created and introduced an information directory for town attractions, activities, and local knowledge for guests.•Implemented handover procedures at start and end of shift to ensure the smooth operations of the hotel.•Awarded Employee of the year in 2013.•Responded to complaints in line with company policy and procedures.

London, United Kingdom

• Ensure the daily efficient running of reception while on duty.• Deal with reservations enquiries on the telephone.• Check-in and check-out, taking credit card, handling cash and foreign currency exchange.• Deal with any customer complaints in a professional manner.• Achieved top seller on upsells in 2012.

London, United Kingdom

•Assisted in new structed of breakfast operations to reduce waiting time for the guests.•Assist with greeting, seating, and taking order, address special customer requests.•Deal with customer complaints and authorise compensatory allowances within agreed function limits.•Monitor the appearance, standards, and performance of the team members with an emphasis on training and teamwork.•Maximize sales revenue through upselling and achieving against monthly target.