Carlos Lopes
Southall,Ealing
Summary
Leader prioritising exceptional customer service and staff management. Strategic coordinator committed to enhancing guest experiences. Flexible professional confident navigating challenges in busy environments.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Operations Manager
RBH The Olde Bell
Hurley, Windsor and Maidenhead
10.2024 - Current
- Analysed performance metrics, identified areas for improvement in operations management.
- Optimised workflow procedures with strategic planning and team coordination.
- Improved operational efficiency by streamlining processes and implementing strategic plans.
- Reduced overhead costs through efficient resource allocation and budget management.
- Managed Food Safety, Health & Safety External and Brand Audits
- Led teams to achieve business objectives on time and within budget constraints.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Led and managed administrative staff to maintain smooth daily operations.
- Streamlined processes to improve and optimise office operations.
- Coordinated hiring, recruitment and training strategies to build successful administrative team.
- Investigated issues affecting group operations, prepared reports and helped correct problems.
- Designed and implemented training to further develop staff based on business goals.
- Ensure the Best Western loyalty programs are promoted, building strong and long-term relationships with the guests
- Conducting trainings and regular 'refresher' courses for the entire team
- Conduct a daily line up briefing with all Hotel departments to recapitulate tasks and activity
- Organise weekly rotas for all hotel departments
Operations Manager
Ibis Styles London Heathrow Hotel
Hayes
07.2019 - 06.2024
- Managed Food Safety, Health & Safety External and Brand Audits twice a year in the hotel
- Overlook & Manage the entire Food & Beverage department
- Be an ambassador of the hotel, in and outside the work place
- Ensure the Accor loyalty programs are promoted, building strong and long-term relationships with the guests
- Ensure uncompromising levels of cleanliness and maintenance
- Conducting trainings and regular 'refresher' courses for the entire team
- Liaise closely with the Sales, Revenue and Reservations on rate management
- Conduct a daily line up briefing with all Hotel departments to recapitulate tasks and activity
- Manage staff levels, wages, hours
- Organise weekly rotas for all hotel departments
- Deputise for the general manager and deputy general manager in their absence
- Provide operational guidance and support to all operational teams within the business including: Food & Beverage, Front of house, Maintenance & Housekeeping
- Lead and develop staff who directly report to me
- Ensuring all Food Safety and health & safety policies and procedures are kept up to date and all tasks are completed in line with the health & safety calendar
- In charge of recruitment for both front of house and food & beverage departments
- Organise meetings with all department heads to outline improvements on guest satisfaction
- Created a collaborative work environment for positive team dynamics.
- Maintained smooth-running business operations by delegating priorities to staff abilities.
- Led and managed administrative staff to maintain smooth daily operations.
Front Of House Team Leader
Ibis Styles London Heathrow Hotel
Hayes
09.2017 - 07.2019
- Greet and welcome guests upon arrival
- Answer inquiries and provide information about hotel services, local attractions, and other amenities
- Register guests and assign rooms
- Process payments and handle cash transactions
- Respond to guest requests and complaints in a timely and professional manner
- Maintain a clean and organized front desk area
- Ensure all guests are checked out properly and all charges are accurate
- Monitor and update guest accounts
- Assist with other departments as needed
- Ensure compliance with all safety and security regulations
- Update and maintain guest information in the hotel system.
- Conducted regular training sessions for new staff members.
- Implemented hygiene regulations with strict adherence to guidelines.
- Handled customer complaints, resolving issues promptly.
- Updated knowledge on food and beverage offerings regularly.
- Maintained high standards of cleanliness with diligent cleaning routines.
Education
GCSE'S -
Phoenix High School
09.2010 - 05.2012
BTEC LEVEL 3 SPORTS SCIENCE - undefined
Hammersmith & West London College
09.2012 - 05.2015
Skills
- Operational strategy
- Budget administration
- Inventory control
- Continuous improvement implementation
- Customer service excellence
- Revenue management
- Guest relations
- Staff recruitment
- Complaint resolution
- Food and beverage knowledge
- Strong leadership
- Performance evaluation
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Languages
English
Native
Portuguese
Native
References
References available upon request.
Timeline
Operations Manager
RBH The Olde Bell
10.2024 - Current
Operations Manager
Ibis Styles London Heathrow Hotel
07.2019 - 06.2024
Front Of House Team Leader
Ibis Styles London Heathrow Hotel
09.2017 - 07.2019
BTEC LEVEL 3 SPORTS SCIENCE - undefined
Hammersmith & West London College
09.2012 - 05.2015
GCSE'S -
Phoenix High School
09.2010 - 05.2012
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