Open To Work
Kyla Shirlaw
Edinburgh
Summary
Dynamic hospitality leader with experience in luxury hotel operations, guest experience, and complex operational transitions. Proven track record supporting large-scale change, including the successful transition to Marriott Luxury Collection, embedding new standards and aligning multi-department teams.
Experienced in leading teams in fast-paced, high-pressure environments, delivering consistent guest journeys while maintaining strong commercial awareness. Known for a hands-on leadership style and building engaged, high-performing teams.
Overview
14
14
years of professional experience
Work History
Front Office Manager
The Edinburgh Grand
Edinburgh, UK
01.2024 - 01.2025
- Played a key role in the operational transition and repositioning to Marriott Luxury Collection, supporting the alignment of departments and embedding new brand standards
- Led Front Office operations with a visible, hands-on leadership style, supporting and developing team members to deliver consistent high standards
- Acted as a central liaison across Front Office, Housekeeping, Sales & Events, and IT to ensure joined-up operational delivery during a period of change
- Designed and implemented SOPs, checklists, and training frameworks, improving consistency, onboarding, and team confidence
- Supported recruitment and onboarding of new roles, playing a key role in building and structuring a refreshed Front Office team
- Embedded Marriott systems (Opera, GXP, MARSHA, FreedomPay), ensuring smooth operational integration while maintaining guest service standards
- Drove improvements in service consistency, guest satisfaction, and operational performance, supporting delivery against key business KPIs and commercial targets
- Fostered a culture of accountability, collaboration, and pride in service delivery, supporting team engagement during a period of significant change
- Ensured adherence to brand standards, operational procedures, and compliance requirements within a luxury hospitality environment
- Cheval Collection → Marriott Luxury Collection
Integrated Planning Manager (Project Manager)
Seabourn Cruise Line
08.2023 - 05.2024
- Led cross-functional operational planning for global luxury voyages, ensuring seamless delivery of guest experiences across multiple departments
- Coordinated complex logistics, events, and guest requirements in a fast-paced, evolving environment
- Reduced guest reimbursement costs by £24K through proactive issue resolution and improved operational planning
- Acted as a central point of alignment between teams, ensuring consistent delivery of high-end guest experiences
- Supported delivery against operational targets and guest satisfaction metrics, ensuring alignment between planning and execution
Guest Relations & Operations Manager
Seabourn Cruise Line
03.2020 - 08.2023
- Managed guest services for 600+ luxury guests in a 24/7 high-pressure environment
- Led and developed a team of 15, ensuring consistent delivery of luxury service standards
- Acted as senior escalation point for complex guest situations, balancing guest satisfaction with operational and commercial priorities
- Delivered service improvements and upselling strategies contributing to multi-million-pound onboard revenue, balancing guest experience with commercial performance
F&B Supervisor
Hebridean Island Cruises
05.2021 - 09.2021
- Delivered high-end beverage service aboard a luxury cruise line, supporting overall guest dining experience and premium service standards
Sky UK
01.2011 - 01.2017
- Led partner performance and training strategy across multiple UK and international sites
- Delivered service improvement initiatives, improving onboarding efficiency and customer experience outcomes
- Managed stakeholder relationships and aligned operational delivery across cross-functional teams
- Designed and implemented training programmes to improve performance and consistency
- Outsource Partner Delivery Lead / L&D Consultant
Education
Master of Arts - European Management
University of Aberdeen
Aberdeen, United Kingdom06-2003
Skills
- Luxury Hotel Operations
- Guest Experience
- Operational Transition
- Reopening Support
- Rooms Division Oversight
- F&B Oversight
- Team Leadership
- Coaching
- Development
- SOP Implementation
- Service Standards
- Guest Feedback
- Reputation Management
- Cross-Department Collaboration
- Commercial Awareness
- Performance Focus
Systems Tools
- Opera PMS
- MARSHA
- Medallia
- ReviewPro
- Fourth
- ProcureWizard
- FreedomPay
- OTA Extranets
Earlier Career
- Learning and Development Consultant, Seabourn, 01/01/17, 12/31/20
- Trainer, Sky, 01/01/10, 12/31/11
- English Teacher, King’s College Thailand, 01/01/09, 12/31/10
- Training and Development Manager, Carnival Cruise Line, 01/01/05, 12/31/08
Reopening Transition Experience
- Played a key role in the live transition of a luxury hotel to Marriott Luxury Collection standards
- Experienced in embedding new SOPs, service standards, and operational structures
- Strong focus on maintaining guest experience during periods of change
- Confident leading teams through fast-paced, evolving environments
Work Preference
Job Search Status
Open to workWork Type
Full TimeSalary Range
£45000/yr - £200000/yrTimeline
Front Office Manager
The Edinburgh Grand
01.2024 - 01.2025
Integrated Planning Manager (Project Manager)
Seabourn Cruise Line
08.2023 - 05.2024
F&B Supervisor
Hebridean Island Cruises
05.2021 - 09.2021
Guest Relations & Operations Manager
Seabourn Cruise Line
03.2020 - 08.2023
Sky UK
01.2011 - 01.2017
Master of Arts - European Management
University of Aberdeen