www.headspacegroup.co.uk

www.headspacegroup.co.uk

Currently running two serviced office and Conference Business Centres in the City of London at The Broadgate Tower and The Broadgate Circle.Key Responsibilities:Responsible for running the centre on a day-to-day basis,main focus to increase client retention through the delivery of exceptional standards of customer service.Conducts new client tours via walk-ins or pre-booked appointments as allocated by the Area Operations Director.Conducts renewal negotiations with existing clients within the centre .Conducts new client orientations with the aim to build relationships and increase the potential customer service revenue.Provides a resource in assisting clients within the centreHighly visible and ready to assist clients as and when needs arise with a flexible and helpful approach.Provides a resource for clients seeking information, assistance or recommendations; athorough understanding of all key services, products and amenities are critical in the ability todeliver service in an exceptional and timely manner.Demonstrates a true passion for customer service by proactively seeking ways to surpriseand delight our clients, always going above and beyond.Serves as the first line of escalation for client concerns.Ensuring front of house, housekeeping, health & safety, visual and brand company standardsare delivered and maintained representative of a 5-star business.Conducts meetings to brief the team on daily workflow, prioritising and delegating to ensurethe team meets deadlines and customer needs.Manages, motivates and develops the centre team.

Responsible for the day-to-day running of over 75 properties, on the Roda Golf and beach resort Duties included:Running of on-site daily operations.Arranging arrivals and departures for guestsMonthly audit check of PropertiesBi-weekly maintenance reports and update for owners living in the UKResponsible for the on-site transition between Universal Hospitality and new clients, acquired through a merger with another company. This was achieved through constant communication, updates, audits and guest feedback.Introduced an audit between Universal Hospitality and the Spanish cleaning company to ensure high standards of cleanliness were maintained.

Responsible for on shift day-to-day running of the business in all departmentsDuties included:Observe and monitor workers' performance to make sure that company rules and procedures are being followedCoordinate front-office duties and resolve problemsEnd of day bankingRota scheduling Responsible for Audits of F&B and Hotel Health and safety trainingReceived the Premier Inn Team Member of the Year award for the North East Region 2006/2007 and implemented training schemes and audits that increase the company brand audit score 35% to a steady 97% over the course of employment.

Reception/Reception Team LeaderResponsible for Front desk team ensuring brand standards were adhered to.Duties included:Training of new members of staffReception auditsDealing with customer queries and complaints

Responsible for the organization and set up of independent events, workforce management and performance in order to maintain high service level and assisting in the identification and resolution of issues impacting operational performance. Duties included:Overseeing jobs at multiply locations ensuring all parties ran at a high standardCommunicating with clients, rental agents and contractors to organize events in an industry where flexibility and on the spot decision-making is a key component.Set-up and take down of eventsFood preparation