Aneta Booth
London,United Kingdom
Summary
A driven hospitality specialist with a strong background in guest experience strategy, service quality and management in luxury hospitality operations. Seek solutions to problems and applies analytical knowledge to findings. Ensuring seamless adoption and training to the new systems implementations. Skilled in data and trend analysis, KPI monitoring, and strategic planning to drive operational excellence.
Overview
7
7
years of professional experience
Work history
Area Guest Intelligence Manager
The Dorchester
London, United Kingdom
01.2025 - 06.2026
- Analyzing guest feedback, satisfaction scores, and service trends to identify opportunities for improvement
- Managing guest recovery processes and tracking resolution of service issues, monitoring and managing that yearly KPIs targets are achieved
- Developing action plans to address guest concerns
- Supporting hotel leadership teams in achieving guest satisfaction and quality targets
- Contributing to strategic decision-making through data driven analysis and reporting, presenting data, performance metrics and strategic insights to executive leadership teams, supporting decision-making and business planning
- Successfully led the implementation and rollout of key technology projects - Unifocus and Opera Cloud
- Acting as a key trainer and change champion during system implementations, supporting users throughout adaption and transition phase
- Creating training materials, user guides, and SOPs to ensure consistency across properties
- Influencing strategic technology decision through the assessment and recommendation of systems that enhancing the guest experience
Guest Experience Supervisor (Pre-Opening)
1Hotel Mayfair
London, United Kingdom
06.2023 - 01.2025
- Contributed to pre-opening and day-to-day hotel procedures and operations readiness.
- Directed guest experience during absence, monitoring service standards and team performance.
- Supported recruitment onboarding through practical training sessions and department familiarisation.
- Supervised guest experience team to deliver personalised service throughout stays.
- Coordinated VIP arrivals, departures, and requests for brand-aligned sustainable amenities.
- Acted as first point of contact for guest enquiries, feedback, and room allocation.
- Analysed customer feedback and advised strategic actions to improve overall ratings.
Guest Relations Executive
The Lanesborough
London
08.2022 - 05.2023
- Coordinate any special request from the guests prior to arrival to the property
- Checking rooms prior to arrival
- Research guest prior to arrival and accurately profile them during their stay and capture any relevant information and preferences
- Supporting and Assisting Guest Relations Manager with daily tasks
- Creating and maintaining guest relations with high profile and regular guests
- Monitoring and follow up daily arrivals, room status, departures to ensure smooth guest experience
- Supervising and coordinating butlers
Front Office Receptionist
The Lanesborough
London
08.2021 - 08.2022
- Delivered exceptional guest service in accordance with Forbes Travel Guide standards
- Performed check-in and check-out, demonstrated thorough knowledge of LQA, Forbes and AMEX
- Managed guest inquiries, requests, reservations, transportation arrangements
- Handled guest complaints and resolved issues promptly and professionally
- Ensured that reception area was organized, presentable and welcoming all the times
- Managed guest arrivals and departures efficiently
Club Lounge Attendant/ Butler/ In Room Dining
Intercontinental London Park Lane
London
08.2019 - 07.2021
- Delivered personalized service to VIP and loyalty program guests
- Worked collaboratively with kitchen and front of house teams to ensure smooth service
- Followed food safety, hygiene
- Took food and drinks orders accurately and served meals
Education
Master's Degree - Security Studies
CEVRO INSTITUT
PragueBachelor Degree - Political Science and International Relations
CEVRO INSTITUT
PragueLaw - German and Political courses
University of Mannheim
GermanySkills
- Guest satisfaction & Experience Strategy
- Service Quality Management
- Luxury Hospitality Operations
- Project Management & Change Management
- Systems Implementation
- Systems Training
- Adoption
- Data & Trend Analysis
- KPI Monitoring
- Strategic Planning
- Problem Solving
- Decision Making
Languages
Czech
English
German
Personal Information
Title: Area Guest Intelligence Manager
Interests
Interest
Timeline
Area Guest Intelligence Manager
The Dorchester
01.2025 - 06.2026
Guest Experience Supervisor (Pre-Opening)
1Hotel Mayfair
06.2023 - 01.2025
Guest Relations Executive
The Lanesborough
08.2022 - 05.2023
Front Office Receptionist
The Lanesborough
08.2021 - 08.2022
Club Lounge Attendant/ Butler/ In Room Dining
Intercontinental London Park Lane
08.2019 - 07.2021
Bachelor Degree - Political Science and International Relations
CEVRO INSTITUT
Master's Degree - Security Studies
CEVRO INSTITUT
Law - German and Political courses
University of Mannheim