Chavi Don
New bridge,Edinburgh
Summary
Dedicated professional with strong communication skills and a compassionate approach, adept at handling customer service and administration tasks. Demonstrates exceptional attention to detail and the ability to work under pressure, ensuring health and safety compliance and effective incident management. Skilled in performance monitoring, reporting, and business intelligence, with a focus on adaptability and schedule management. Career goal: to leverage expertise in a dynamic environment to drive operational excellence and customer satisfaction.
Driven professional with leadership and strategic planning skills, coupled with strong background in team management and operational efficiency. Skilled at fostering team collaboration and implementing process improvements. Focused on driving growth and achieving organisational success.
Overview
20
20
years of professional experience
2005
2005
years of post-secondary education
Work History
GENERAL MANAGER
Regency Park Hotel Health Club & Spa
Thatcham
06.2024 - 05.2025
- Managed the daily operations of multiple departments to maximize efficiency.
- Strategized with leadership to stay ahead of changing customer needs and labor planning concerns.
- Implemented cost-saving initiatives to reduce overhead costs.
- Conducted regular walkthroughs and inspections of company facilities to verify adherence to safety standards.
- Resolved conflicts between employees and departments.
- Evaluated operational costs and identified areas of improvement.
- Maintained professional working relationships and promoted open lines of communication with staff.
- Reviewed customer and staff feedback to improve operational strategies and eliminate obstacles.
- Oversaw maintenance of facilities, equipment, vehicles and machinery used in operations.
- Measured staff and process productivity and utilized results to make helpful equipment and staffing adjustments.
- Led cross-functional projects that improved operational efficiency.
- Analyzed data from financial reports to identify areas of improvement in business operations.
OPERATIONS MANAGER
Mercure Oxford Eastgate Hotel
Oxford
09.2023 - 06.2024
- Maintain constant communication with Managers, staff, and vendors to ensure proper operations of the Hotel.
- Develop, implement, and maintain quality assurance protocols.
- Track staffing requirements, hiring new employees as needed.
- Increase the efficiency of existing processes and procedures to enhance the company's internal capacity.
- Ensure that operational activities remain on time and within budget.
- Oversee accounts payable and accounts receivable departments and payroll.
- Conducting appraisals for team members.
- Monitoring cleanliness standards of rooms and public areas.
- Ensuring maximum guest satisfaction by foreseeing and preventing reoccurring issues.
- Producing strategic staff scheduling focused on improved productivity and cost-effectiveness.
- Analyzed data from financial reports to identify areas of improvement in business operations.
FRONT OF HOUSE MANAGER
Accor Invest Leisure Hotels, Novotel London Excel
London
09.2021 - 09.2022
- Handling guest complaints and queries professionally and effectively for mutually beneficial, positive outcomes.
- Managing general operation of Front Office duties such as Welcoming, Check-in guests, and Check-out.
- Motivating staff members to perform effectively and efficiently.
- Hiring new staff members to the front office team and training them.
- Prepared reception team rota to ensure stable coverage.
FRONT OF HOUSE MANAGER
Mercure Oxford Hawkwell House Hotel
Oxford
07.2019 - 09.2021
GUEST RELATIONS MANAGER
Hyatt Place London Heathrow Airport
West Drayton
01.2019 - 06.2020
- Directed training of new team members and mentored each to promote productivity, accuracy, and friendly service.
- Responded to customer requests with friendly, knowledgeable service and support.
- Enhanced customer satisfaction ratings by managing all guest inquiries through resolution.
- Trained staff on operating procedures and company policies.
- Met all guest request guidelines including service levels and efficiency.
- Solved unresolved customer issues.
NIGHT MANAGER
Novotel London Heathrow Airport - M4 Jct 4
West Drayton
07.2017 - 06.2019
- Recruited and hired qualified candidates for vacant and new positions.
- Maintained a safe and secure environment for guests during the night.
- Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
- Developed standard operating procedures for all administrative employees.
- Led pilot project to introduce new PMS.
- Oversaw night auditing duties, including verification of daily room occupancy and hotel revenue.
- Trained and mentored staff on procedures, service standards, and productivity.
NIGHT MANAGER
Mercure Bush Hotel Farnham
Farnham
01.2016 - 06.2017
NIGHT MANAGER
Hotel ibis London Gatwick Airport
Gatwick
07.2015 - 12.2015
DUTY MANAGER
Mercure Oxford Eastgate Hotel
Oxford
09.2011 - 05.2015
ASSISTANT FRONT OF HOUSE MANAGER
Mercure Oxford Eastgate Hotel
Oxford
08.2008 - 07.2011
TEAM LEADER - RECEPTION & FOOD AND BEVERAGE DEPT
ibis Northampton Centre
Northampton
02.2005 - 07.2008
Education
MASTERS IN HOSPITALITY, LEISURE AND HOTEL MANAGEMENT -
University of Angers
DIPLOMA IN HOTEL MANAGEMENT - undefined
Sri Lanka Institute of Tourism and Hotel Management
Skills
- Ability to Work Under Pressure
- Adaptability
- Administration
- Approachable
- Attention To Detail
- Communication Skills
- Compassionate
- Customer Service
- Dedicated
- Performance monitoring
- Health and safety compliance
- Performance reporting
- Incidents management
- Business intelligence
- Schedule management
Languages
English
Native
French
Advanced
Timeline
GENERAL MANAGER
Regency Park Hotel Health Club & Spa
06.2024 - 05.2025
OPERATIONS MANAGER
Mercure Oxford Eastgate Hotel
09.2023 - 06.2024
FRONT OF HOUSE MANAGER
Accor Invest Leisure Hotels, Novotel London Excel
09.2021 - 09.2022
FRONT OF HOUSE MANAGER
Mercure Oxford Hawkwell House Hotel
07.2019 - 09.2021
GUEST RELATIONS MANAGER
Hyatt Place London Heathrow Airport
01.2019 - 06.2020
NIGHT MANAGER
Novotel London Heathrow Airport - M4 Jct 4
07.2017 - 06.2019
NIGHT MANAGER
Mercure Bush Hotel Farnham
01.2016 - 06.2017
NIGHT MANAGER
Hotel ibis London Gatwick Airport
07.2015 - 12.2015
DUTY MANAGER
Mercure Oxford Eastgate Hotel
09.2011 - 05.2015
ASSISTANT FRONT OF HOUSE MANAGER
Mercure Oxford Eastgate Hotel
08.2008 - 07.2011
TEAM LEADER - RECEPTION & FOOD AND BEVERAGE DEPT
ibis Northampton Centre
02.2005 - 07.2008
DIPLOMA IN HOTEL MANAGEMENT - undefined
Sri Lanka Institute of Tourism and Hotel Management
MASTERS IN HOSPITALITY, LEISURE AND HOTEL MANAGEMENT -
University of Angers
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