Charlotte Bowden
Milton Keynes,Milton Keynes
Summary
Strategic Front of House Manager with a focus on optimising guest experiences and operational efficiency. Spearheaded initiatives for upselling and revenue tracking, contributing to overall business success. Fostered a collaborative team environment through performance management and training, aligning staff goals with organisational objectives.
Overview
12
12
years of professional experience
Work History
FRONT OF HOUSE MANAGER
VILLIERS HOTEL
BUCKINGHAM
09.2023 - Current
- Delivering exceptional guest experiences as front of house manager.
- Managed team through monthly reviews and KPIs, promoting upselling and implementing effective revenue strategies.
- Facilitated upselling and relationship building, resulting in enhanced repeat business.
- Oversaw front desk operations and room inventory management.
- Collaborated with corporate and travel agent clients to develop attractive packages that increased client engagement.
- Negotiated commission rates to enhance profitability.
- Managed product availability across multiple systems to boost sales across various platforms.
- Handled financial processes including credit control and payment and bank reconciliation.
- Tracking revenue to ensure BOB correlates with payments coming in.
- Maintained health and safety records and HR processes, ensuring compliance.
FRONT OF HOUSE TEAM MEMBER
VILLIERS HOTEL
BUCKINGHAM
09.2014 - 09.2023
- Facilitated exceptional customer service delivery in a high-pressure environment, enhancing guest satisfaction.
- Greeted guests upon arrival, offering immediate assistance and providing a welcoming atmosphere.
- Resolved customer complaints with empathy and professionalism, achieving positive outcomes for all parties involved.
- Contributed as waitress, shift leader, and reception team member, ensuring smooth operations across different roles.
- Processed payments accurately, handling cash, card transactions, and splitting bills as requested by customers.
- Maintained cleanliness and organisation in dining and service areas, adhering to health and safety regulations.
- Studied hospitality operations and upselling techniques to improve customer interactions.
COFOUNDER & OPERATOR
DARN FINE
01.2019 - 01.2022
- Contributed to brand development, menu design, and formulation of business strategy to enhance market positioning.
- Identified revenue growth opportunities and implemented strategies to capitalise on emerging market needs.
- Managed financial operations, including budgeting, forecasting, and investment strategies, to optimize resources and profitability.
- Adapted offerings to address market challenges during COVID-19 by analysing sales data and adjusting product lines accordingly.
- Co-founded festival catering business, specialising in American-themed cuisine and event services.
- Recruited, trained and coached staff to meet capacity requirements and expansion goals.
- Built successful business culture focused on performance optimisation and goal attainment.
- Managed all aspects of product development, from design to overseeing development, quality assurance and deployment.
FESTIVAL CATERING ASSISTANT
MONKSHOOD
01.2017 - 01.2022
- Managed stock levels and controlled costs at food fairs and festivals to optimise resource allocation.
- Set up equipment for events to ensure seamless operations.
- Developed relationships with event organisers to enhance operational reliability.
- Preparing coffee products in a high volume setting, maintaining speed without sacrificing quality.
- Maintained clean and tidy appearance, wearing protective equipment as required.
Education
Degree - Business Management (Leadership Practice & Finance)
THE OPEN UNIVERSITY
Milton Keynes10-2023
GCSEs - English, Science, Maths and Statistics
THE BUCKINGHAM SCHOOL
BuckinghamBTEC Level 3 Distinction - Business Studies
THE BUCKINGHAM SCHOOL
BuckinghamSkills
- Knowledge of Opera, Micros, and reservation management systems
- Front desk operations
- Customer service
- Reservation systems knowledge
- Revenue tracking
- Upselling techniques
- Health and safety compliance
- Financial reconciliation
- Reporting and administration
- Data analysis
- Performance optimisation
- Team leadership
- Staff training
- Ability to work under pressure
- Adaptability
- Conflict resolution
- Communication skills
- Critical thinking and analysis
- Creative thinking
- Decision making
References
Available Upon Request
Timeline
FRONT OF HOUSE MANAGER
VILLIERS HOTEL
09.2023 - Current
COFOUNDER & OPERATOR
DARN FINE
01.2019 - 01.2022
FESTIVAL CATERING ASSISTANT
MONKSHOOD
01.2017 - 01.2022
FRONT OF HOUSE TEAM MEMBER
VILLIERS HOTEL
09.2014 - 09.2023
Degree - Business Management (Leadership Practice & Finance)
THE OPEN UNIVERSITY
GCSEs - English, Science, Maths and Statistics
THE BUCKINGHAM SCHOOL
BTEC Level 3 Distinction - Business Studies
THE BUCKINGHAM SCHOOL