I was previously the General Manager of a 686-bed luxury student accommodation and team of between ten and sixteen – many of whom have been with me from the pre-opening of Eclipse. I was thrilled to be promoted to this position from Assistant General Manager and have enjoyed the additional responsibilities that come with the job. I feel like I have stepped up very naturally having had the opportunity to prove myself as the Assistant General Manager. It has been a good experience being responsible for a great product and team that I can be proud of. As the General Manager, it is my priority to ensure all of the below are completed by myself and the desired service is offered by all of the Eclipse team.• Annual budgeting review for all external contractors to ensure competitive costs and value for the business• Have complete awareness of rooms and rates within the property • Set realistic sales targets in order to maximise bookings and occupancy levels• Offer a service second to none along with the brand expectations• Make sure all complaints/problems/queries are dealt with as effectively as possible• Deliver an exceptional experience to all customers throughout the sales process and beyond • Identify and build relationships with Universities/Student Unions and other relevant organisations operating in the city • Maintain up to date information on competitor operations within the city • Assist the site operations team with day to day running of the site • Comply with all onsite operating policies and procedures • Plan and prioritise tasks on a daily basis • Have a can-do attitude and hands on approach to all tasks • Provide accurate and timely reporting• Stay within budget guidelines as per client guidelines• Retain and train a team of ten, avoiding high turn-over that is regularly seen in this sector• Make sure that the health and safety of the building is compliant at all times.• Follow a robust planned preventative maintenance schedule

I was one of the first members of the Eclipse team so was given the fortunate task of helping to build the team and creating procedures to build towards the success of the opening year of the student accommodation. I later won the award of Assistant Manager of the year after stepping up in my manager’s absence, mobilising the building, dealing with a significant fire within the building while leading and motivating the team. • Assisted with mobilisation and set up of the new property, ensuring that systems and procedures were in place in time for opening• Structured day to day tasks and responsibilities for the team• Prepared the induction of all team members which included extensive training• Ensured the dedicated sales team were being effective with their strategy• Implemented all necessary health and safety strategies, including all risk assessments• Delegated to all team members ensuring all tasks were being completed efficiently and effectively• Organised and carried out regular one to one meetings with all of the front of house team and made sure all goals were reached over agreed time periods• Keeping the team motivated with specific goals • Organised and assisted with running student community events• Worked closely with General Manager to ensure all services meet client and tenant needs• Resolving escalated tenant conflicts and problems

My role as Guest Relations Manager and Duty Manager required me to oversee the smooth running of all departments within the hotel whilst providing 5* service to all guests at all times. My main duties and accomplishments include but are not limited to the following:● Presenting a large lobby presence to ensure my position as being a point of contact to all guests● Becoming comfortable and knowledgeable with new procedures in order to be confident when leading teams in all departments● Solving problems efficiently under pressure and in a timely manner ● Responding to external queries and/or complaints within a 24hour window wherever possible. ● Ensuring all administrative records are accurate and organised to keep the work space efficient and information/documents easy to recall. ● Keeping detailed and up to date logs of all complaints and incidents so feedback, trends and issues can be communicated to Heads of Departments for them to review● Ensuring all team members offer 5* service at all times and communicate any relevant training to be put in place where necessary● Create processes to ensure complaints are kept isolated, feedback to teams where improvement is needed and monitor for progression● Being the main contact for all departments within the hotel when assistance is required ● Carrying out daily “line-ups” to ensure all team members are reminded of company mission and vision and to align everyone with any updates within the hotel and any key areas that need addressing● In the absence of the General Manager and Operations Manager, being the senior manager within the hotel ● Communicating effectively and keeping good relationships with all departments in-house ● Ensuring risk assessments are completed and updated and departmental training is carried out● Assist with minuting meetings and/or disciplinary hearings where necessary● Completing return to work interviews with team members in the absence of the head of department