Summary
Overview
Work history
Education
Skills
Certification
Timeline
Generic

Beverley Howell

Hotel Manager/receptionist
Peterborough,Cambs

Summary

Accomplished hotel management professional with extensive expertise in operational management, staff recruitment, and guest relations. Demonstrates strong leadership and proactive leadership skills, ensuring efficient time management and team engagement. Proficient in room booking software and the Opera hotel management system, with a solid understanding of property maintenance and health and safety compliance. Adept at financial budgeting and reporting, supplier relationship maintenance, and enhancing customer satisfaction. Committed to maintaining high standards of regulatory compliance while fostering employee development through effective team training.

Overview

30
30
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work history

Hotel manager

Whitbread PLC
Peterborough, Cambs
05.1995 - Current
  • Managed hotel restaurant operations, elevated dining experience.
  • Led team to deliver exceptional customer service for enhanced reputation.
  • Initiated loyalty rewards scheme, boosted repeat bookings.
  • Established effective communication channels between departments for seamless operation.
  • Coordinated front desk operations, ensured smooth guest experiences.
  • Investigated negative reviews and took corrective action enhancing future guest experiences.
  • Improved guest satisfaction by implementing new concierge services.
  • Ensured pristine room conditions to enhance guest comfort.
  • Developed comprehensive staff training programmes for improved efficiency.
  • Tailored guest experiences according to individual preferences creating unique stays.
  • Maintained compliance with health and safety regulations within the premises.
  • Prioritised guests' needs, elevated overall satisfaction levels.
  • Conducted regular property inspections to maintain high standards of cleanliness and repair.
  • Responded promptly to customer complaints ensuring swift resolution and customer retention.
  • Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
  • Directed staff schedules and rosters, optimising workforce efficiency.
  • Handled guest complaints to protect brand reputation.
  • Managed customer service interactions, addressing concerns and preserving positive experiences.
  • Recruited and onboarded new staff to meet performance standards.
  • Enforced health and safety procedures to prioritise staff and customer wellbeing.
  • Stored cash floats and delivered secure banking procedures.
  • Oversaw inventory and stock management, optimising levels for operational continuity.
  • Led by example, embodying positive work ethic and motivating staff for peak performance.
  • Met health and safety guidelines to maintain compliant working environments.
  • Adhered to company policies and brand standards to support outstanding guest experiences.
  • Monitored and enforced compliance with company policies and procedures.
  • Oversaw emergency procedures and administered first aid.
  • Executed emergency response protocols for safe, secure and compliant environment.
  • Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
  • Handled customer complaints calmly and professionally to maintain hotel reputation.
  • Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.
  • Managed hotel budgets through careful planning and business strategy.
  • Coached front of house teams in delivering smooth, professional reception services.
  • Directed maintenance staff to keep facility and grounds at optimum standards.
  • Supported housekeeping management in maintaining first-class hotel conditions.
  • Assessed labour needs, driving strategic recruitment for adequate staffing levels during busy periods.
  • Kept back of house accounts and records updated, enabling clear performance monitoring.
  • Controlled expenditure, oversaw purchasing and maintained accurate counts.

Education

A-Levels -

Stanground College
Peterborough
09.1977 - 06.1982

Skills

  • Room booking software proficiency
  • Supplier relationship maintenance
  • Customer satisfaction enhancement
  • Property maintenance understanding
  • Recruitment and hiring procedures
  • Efficient time management
  • Proactive leadership
  • Financial budgeting
  • Financial reporting
  • Staff management
  • Complaint handling
  • Team training
  • Hotel inventory management
  • Strong leadership
  • Staff recruitment
  • Guest relations
  • Microsoft Office Suite
  • Hotel operational management
  • Room and floor inspections
  • Housekeeping management
  • Front desk operations
  • Fire safety system inspections
  • Fire safety training
  • Inventory oversight
  • Health and Safety regulations
  • Staff rota management
  • Employee development
  • Team engagement
  • Opera hotel management system
  • Health and Safety Compliance
  • Customer Service
  • Regulatory compliance

Certification

I hold a Personal Licence allowing the selling of alcohol.

Timeline

Hotel manager

Whitbread PLC
05.1995 - Current

A-Levels -

Stanground College
09.1977 - 06.1982

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Beverley HowellHotel Manager/receptionist