Front Office Manager / Acting F&B Manager tại Holiday Inn London-West

7/2018 → 8/2019 (1 năm 1 tháng)

London

Managed the Front Office department in the 4-star 225-room property with £8.1 million in annual revenue and comprising 7 C&B rooms. Key Responsibilities - Actively communicated with and supported the General Manager, Operational Departments, Human Resources and Sales & Marketing Teams to ensure flawless execution of service standards and implementation of initiatives. Managed the Front Office Department in the hotel including reception, guest relations, concierge & switchboard. - Strategically managed and led the Front Office Department to exceed hotel goals and achieve best-in-class results. - Implement systems, programs, initiatives and procedures to drive efficiency, and productivity and enhance the guest experience. - Ensured complete guest satisfaction by contacting "at-risk" guests to resolve any disputes or complaints in a timely manner. - Identified specific Priority Club Rewards guests and provided incentives for guest loyalty. - Hired, trained, coached, and conducted performance appraisals for a staff of 4 managers and 2 Supervisors. - Summarized daily sales, trends, marketing and yield reports. - Coordinated interdepartmental training and activities. Key Achievements - Exceeded all 6 '' IHG Hotel Metrics'': Guest love (+5.76%), Loyalty Recognition (+3.12%), Loyalty Enrollments (+99.76%), REVPAR (+9.80%), RGI (+6.39) and a pass in Quality. - Developed the management team to promote healthy turnover within the company. - Achieved within 3 months the best review scores on Guest Love (77% to 87%) since the re-branding of the Hotel (4 years). - Improved TripAdvisor positioning by over 90 positions (298th to 195th) during Q1 2019.