Management of M&E at 5 Star Grosvenor Hotel in Chester. My primary focus is to achieve and exceed revenue budgets by managing a first class guest experience.I am fully adept at Opera, SOP, and have written bespoke procedures to reflect the status of the hotel.

I am responsible for the Guest Journey and Voice of the Customer. My team include the concierge and hall porter team which also involves preparation of departmental SOP's in accordance with requirements. Training /leadership for customer service skills/Health & Safety modules for the resort. Analysis of all feedback, liaising with HOD's to formulate action plans to rectify problems. Manage and respond to all feedback channels. Constantly interact and engage with guests, collect and act on… Show more I am responsible for the Guest Journey and Voice of the Customer. My team include the concierge and hall porter team which also involves preparation of departmental SOP's in accordance with requirements. Training /leadership for customer service skills/Health & Safety modules for the resort. Analysis of all feedback, liaising with HOD's to formulate action plans to rectify problems. Manage and respond to all feedback channels. Constantly interact and engage with guests, collect and act on feedback. Manage guest trackers. Identify & develop opportunities for improvements in guest satisfaction and revenue. Meeting and greeting VIP's, conducting resort show rounds. Support reception, concierge, operations manager. Ensure guest expectation is exceeded at every opportunity. Resort Duty Manager role and responsibility. Show less

In my role I am reactive to all sales opportunities including meetings, events, weddings, groups and golf. I am responsible for preparation of function sheets, details, billing, menus etc, conducting function sheet meetings weekly. I am proactive in all sales leads. Training & development of event coordinators together with leading the team in the absence of the Events Manager. Guiding prospective clients around the resort and facilities is a big part of my day.Another… Show more In my role I am reactive to all sales opportunities including meetings, events, weddings, groups and golf. I am responsible for preparation of function sheets, details, billing, menus etc, conducting function sheet meetings weekly. I am proactive in all sales leads. Training & development of event coordinators together with leading the team in the absence of the Events Manager. Guiding prospective clients around the resort and facilities is a big part of my day.Another essential part of my role is event after care, together with checks that clients have been billed correctly including set up of customer accounts to ensure timely payments. Show less

My role as reservationist includes guiding the guest through the resort choices available and making their reservation. Ensuring the receipt of timely payments for advance purchase etc, upsell of upgrades, food & beverage options,assisting the events and golf team with rooming lists and routing instructions. Role modelling best practice of SOP’s. Preparing arrival checks for reception and operation team. Liaising with 3rd party booking agents. Leading the reservations team in the absence of… Show more My role as reservationist includes guiding the guest through the resort choices available and making their reservation. Ensuring the receipt of timely payments for advance purchase etc, upsell of upgrades, food & beverage options,assisting the events and golf team with rooming lists and routing instructions. Role modelling best practice of SOP’s. Preparing arrival checks for reception and operation team. Liaising with 3rd party booking agents. Leading the reservations team in the absence of the Revenue Manager. Assisting Revenue Manager with research and analysis. Building relationships with corporate clients. Promoting the business via enthusiasm for The Mere Vision. Identifying sales leads and passing on to the sales team. Show less

As Conference & Events Sales Manager at The Macdonald Portal Hotel, Golf & Spa I was responible for reactive sales within the hotels sales office. Conversion of enquiries, through quotation and show round of venue and grounds. Preparation of contracts, organising timely payments, functions sheets and liaising with operations team. Completion of trackers. Training and development of the team. Decision maker for delegate rates. Demanding attention to detail to ensure successful events to… Show more As Conference & Events Sales Manager at The Macdonald Portal Hotel, Golf & Spa I was responible for reactive sales within the hotels sales office. Conversion of enquiries, through quotation and show round of venue and grounds. Preparation of contracts, organising timely payments, functions sheets and liaising with operations team. Completion of trackers. Training and development of the team. Decision maker for delegate rates. Demanding attention to detail to ensure successful events to guarantee customer repetition. Responsible for sales literature ie Christmas & Wedding Brochure. Attending local events to promote and market the business. Building and developing relationships with corporate client to ensure customer repetition.Maintaining Macdonald Hotels brands standards. Show less

During my short period of temping I was responsible for day to day running of the reception. Dealing with filing of purchase orders and service documents. Maintaining customer records. Directing customer enquiries to correct department with excellent detail. Hospitality of VIP’s.Assisting service staff/parts/customer care in bespoke requests. Using IT applications to ensure smooth running of operation. I was offered a permantent position however I did not accept.

During my employment at Oulton Park I was responsible for organising events such as: conferences, seminars, exhibitions, banquets, hospitality, parties, corporate driving and wedding receptions. Event preparation including menus, linen preferences, seating plans, client special requests etc. Responsible for hospitality at other circuits within the UK. Selection, training and development of hospitality team. Maintaining customer accounts to ensure timely payments. B2B sales. Using IT… Show more During my employment at Oulton Park I was responsible for organising events such as: conferences, seminars, exhibitions, banquets, hospitality, parties, corporate driving and wedding receptions. Event preparation including menus, linen preferences, seating plans, client special requests etc. Responsible for hospitality at other circuits within the UK. Selection, training and development of hospitality team. Maintaining customer accounts to ensure timely payments. B2B sales. Using IT applications to assist with event management: Word, Excel, Powerpoint, Office Outlook, Navission, Event Manager and GoldMine. Working to ensure the smooth running of the event on behalf of the client. Post event care to ensure customer retention. Event management on event day supervising catering/operational teams etc. General circuit operational duties. Attending local events to promote and market Oulton Park Circuit. Show less

Leadership in hospitality for graduation days. Organisation & administration of promotional events. Market research. Promotion of the corporate brand. Coaching and development of individuals and teams. Design and delivery of training courses inc PowerPoint. Design, delivery and implementation of recruitment campaigns. Ensuring policies and procedures are adhered to. IT support to training and recruitment team. Upkeep of personnel records and contracts.

Maintaining service standards. Working within a team to delivery consistant and high class service to passengers, Working efficiently to ensure excellent customer service. Design & delivery of on-board computer training. Co-ordinating airlines charity events inc marketing & organisation.