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Professional profile
Hard working individual, currently studying in the field of Science, with immense experience in the world of
technology and customer service, now working in a fast-paced environment of Hospitality as a Conference,
Banquet, Bars and Night Manager. I thrive on education and continuously find the time to do courses and
learn whilst working. Inspiring and motivating others, working as a member of a team or managing my own
teams is where I feel most comfortable, ensuring an excellent delivery of service and generating repeat
custom as well as networking to new clientele.
Having successfully started, built up and run my own business from a young age (teens), and worked in
both Technology Solutions, Healthcare, Marketing and Sales and Hospitality, as well as trained in public
services in the Police. I find a real drive from getting stuck in to every role I am afforded, now looking for
higher development and potential relocation. I am also (as a hobby) a registered breeder and seller of
specialist Reptile and Invert species.
Career summary
03/02/18 – Present The Swan Hotel – Bedford
Conference, Banquet, Bars & Night Manager
Outline
Management of all Conference, Wedding, Meeting and Function rooms plus the team associated.
Effectively managing the delivery of service on all functions, the bars and the night shift. Leading the
Function team, bar team and night team, with up to 71 staff reporting to myself, and being largely
responsible for overseeing operations of the Hotel during a new owner transition and full refurbishment.
Key Responsibilities
Management – Meeting with owners, the group managers, HR, Sales and the FnB manager to
ensure effective operational standards were met. Managing the Rota for nearly 60 staff members
across 3 separate departments. Dealing with escalated guest concerns, and employee concerns in
a timely and effective manner. Ensuring the training of all staff was completed, and that regular
performance reviews were conducted.
Recruitment – Being heavily involved in new recruitment process especially during a large
refurbishment and new ownership transition. Interviewing, recruiting and training large numbers
of staff to operate at the highest standard of the business needs.
Quality Control – Ensuring that all rooms, table layouts, food service and standards were kept to
the standards set by the FnB Manager. Mimicking the Hotel Group standard from the full portfolio
to allow consistent service between multiple properties.
Project Management – Working with the Sales team, back of house and architects to help plan the
refurbishment of venue rooms and dealing with contingency planning for the moving of events
from Function rooms that are being refurbished to others, and how to operate in the same manner.
Other Roles – Working closely on Guest Experience Management, performing the role of Duty
Manager on site, and liaising with FoH and FnB due to management of the Night team to ensure all
guest experience standards were met. Tevalis, Micros, Guestline, Reslynx and Opera trained.
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04/08/17 – 03/02/18 The Swan Hotel - Bedford
Assistant Front of House Manager & Duty Manager
Outline
Assisting in Management of the Front Desk, Managing the Night Operations, Front of House and General
Guest Services. Dealing with complaints, handling employee and guest concerns and promoting a healthy
working environment.
Key Responsibilities
Management: Conducting interviews, performing trial shifts, managing rotas for the team and
addressing employee concerns. Organising reviews on performance and promoting a progressive
and motivational attitude for all staff. Attending HOD meetings, discussing improvements and
inspiring innovation.
Opera Admin: Taking reservations, check-ins, check-outs, billing, refunds, and running the night
audit reports for each day’s take. Cash handling and banking procedures.
Guest interfacing: Welcoming to the Hotel (Hosting coaches and VIP Parties). Applying a warm and
approachable presence. Dealing with guest issues, and handling confrontation / unwelcome guests
in a professional manner.
Hotel Appearance: Tidying away any mess and obstructions that may be present, ensuring the
Front of House remains clean and tidy. Ensuring rooms are cleared down and reset for conferences
and events. Reporting maintenance issues promptly and effectively.
Security: Ensuring all fire exits and doors remain closed and not obstructed. Dealing with security
risks through the night. Liaising with authorities (most recently joining ‘Operation: Make Safe’) in
escalated events. Report writing and structure for incidents. Enforcing hotel policy and protocol to
ensure a safe working and leisure environment. Full fire training and working as an on-duty Fire
Marshall when on-site.
Other Departments: Covering Front Desk day/evening, hosting breakfast, covering bar operations,
Duty Manager shifts, assisting duty managers and assisting in events. Many other activities are
involved in this role that I have not mentioned.
Key Achievements/Projects
Took over the Night Team with 0 Members and re-built the team from scratch.
Joined Bedfordshire Police in their “Operation: Make-Safe” Initiative.
Key Responsibilities
Opera Admin: Taking reservations, check-ins, check-outs, billing, refunds, and running the night
audit reports for each day’s take. Cash handling and banking procedures.
Guest interfacing: Welcoming to the Hotel (Hosting coaches and VIP Parties). Applying a warm and
approachable presence. Dealing with guest issues, and handling confrontation / unwelcome guests
in a professional manner.
Sales: Under the “I-Sell” scheme, upselling rooms from standard to suites, extension of guest stays
and additional packages to be added onto bookings. Setting up repeat business with local business
clientele and generating leads for the sales team.
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Other Departments: Covering Front Desk day/evening, hosting breakfast, covering bar operations,
Duty Manager shifts, assisting duty managers and assisting in events. Many other activities are
involved in this role that I have not mentioned.
Key Achievements/Projects
Employee of the Month May 2017.
Promotion to Assistant FoH Manager 6 months into my contract.
Key Responsibilities
Patient Welfare: Ensuring that all residents (37) were monitored, checked up on regularly and that
their needs were seen to. Including washing, dressing and assisting with other tasks.
Building Security: Monitoring patients with specialist mental health issues and ensuring they
remain secure. Keeping all exterior doors closed, and making sure no obstructions or hazards were
present for the residents to interact with. Also; fully fire-trained on site.
Guest Interfacing: Greeting and signing in/out of guests for the residents. Ensuring all contractors
and visitors are signed in and out of the premises for fire and security purposes. Promoting a
friendly and warm atmosphere for both patients and guests.
Key Achievements/Projects
Offered full-time contract.
Completion of HCA course.
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Education & qualifications
1 BASc Degree:
Bachelor of Applied Science - Environmental Science & Wildlife Conservation – Open University –
Present.
1 BSc Degree:
Bachelor of Science – Medical Health Science & Psychology, Certificate for Higher Education 2.1 –
Open University – 2015-2017
8 A-Levels:
BTEC (A-level x 3) Forensic Science, Distinction Star, Distinction Star, Distinction Star – Bedford
College – 2014
BTEC (A-level x 2) Information Technology, Distinction, Merit – Zenos IT Academy – 2011
BTEC (A-level x 3) Wildlife Science and Conservation, Passed – Shuttleworth Agricultural College –
2010
Additional Qualifications:
MCDST – Microsoft Certified Desktop Support Technician – Certified
MCTS – Microsoft Certified Technology Specialist – Certified
MCP – Microsoft Certified Professional – Certified
CompTIA A+ - Certified
Key Skills Management – Mathematics, English, IT (Highest grades)
First Aid Trained October 2017 – 2020
Fire Warden Trained Annually (Most recently 20/02/18)
Voluntary Experience
Cats Protection Charity – Assisted my mother in rehoming and rescue of cats.
Bedfordshire Police Service – Accepted onto program and trained as Special Constable.
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