Client-focused and service-driven professional with 14+ years’ experience managing short-stay and AST apartments within residential blocks in a prestigious London location. Optimised Key Performance Indicators (KPIs) while embedding exceptional customer service standards. Ambitious, relishes challenges and is quick to learn and apply new processes and procedures. Defined customer service principles while implementing tools and providing support to ensure consistency; recognised as a ‘driving force’ behind improvements in business processes. Improved journeys through a passion for people while fostering customer relationships and embedding best practices.☛ Utilised impressive communication skills to engage with a global client base. ☛ Scrutinised customer feedback and insights to ensure client needs are acted upon. ☛ Empathetically and tactfully resolved concerns and complaints throughout career. ☛ Adopted a motivational leadership style to enthuse high-performing teams. ☛ Demonstrated a positive response to pressure in dynamic and agile hospitality focused environments.