Summary
Overview
Work history
Education
Skills
Languages
Timeline
Elettra Marziani

Elettra Marziani

London,London

Summary

Dedicated hotel management professional with background running successful hospitality establishments. Leads by example to deliver faultless customer service across hotel departments. Demonstrates exceptional planning, organisation and leadership abilities to maintain smooth-running, cost-effective hotel services.

Overview

21
21
years of professional experience
10
10
years of post-secondary education

Work history

Reception Team Leader

The Berkeley
London, London
  • Delivered front of house duties with warm and professional manner.
  • Reduced waiting times through effective time and resource management.
  • Kept reception area clean and neat to give visitors positive impression of the company.

Night Manager

Clayton Hotels
London, London
04.2023 - Current
  • Conducted night audits to balance reports and reconcile cash drawers.
  • Recruited and trained staff regarding logistics, protocols and procedures.
  • Escorted VIPs to rooms whilst upholding company standards and star service.
  • Oversaw front desk employees to determine performance and delivery of quality services.
  • Assisted with check-ins, check-outs and reservations to support front office operations.
  • Collaborated with housekeeping department to address needs of clients.
  • Maintained safe and secure environment by monitoring signs of disruptive behaviour.
  • Formulated and submitted summary reports to management.
  • Performed concise and accurate handovers to day manager at end of shift.
  • Patrolled areas to determine site security and compliance to all health and safety regulations.

Early Years Educator

Self Employed
, London
09.2009 - 11.2022
  • Established strong relationships with children and their parents, boosting nursery satisfaction scores.
  • Ensured high-quality education and care for children, receiving Grade 2 in all Ofsted inspection categories.
  • Used positive reinforcement techniques to maintain safety and discipline.
  • Created a safe environment for staff and children, constantly adhering to health and hygiene requirements.
  • Enabled smooth nursery operations by preparing and maintaining learning and play resources.
  • Incorporated technology into daily activities.
  • Established rapport with families and delivered comprehensive progress reports.
  • Applied Early Years Foundation Stage (EYFS) framework knowledge to drive curriculum attainment.
  • Conducted risk assessments for activities to uphold Health and Safety.
  • Implemented Safeguarding Procedures to monitor and protect children.

Front Office Manager

Mayfair Hotel
London, London
07.2007 - 08.2009
  • Collaborated with travel agents to respond to special requests for rooms and rates.
  • Kept focused on critical components of operations to drive guest satisfaction.
  • Managed, trained and developed front office staff to consistently exceed individual performance KPIs.
  • Maintained brand image by monitoring appearance, standards and performance of front office staff.
  • Completed weekly front office rota to guarantee optimal cover for operations.
  • Prepared revenue and occupancy forecasting to efficiently manage cash flow.
  • Performed inspection of public areas and recommended improvements to appropriate departments.
  • Facilitated accurate performance assessment, hosting strategy meetings to review key metrics.
  • Enhanced guest experience by anticipating needs and preferences,resulting in fewer complaints.
  • Maximised front desk efficiencies by producing well-structured, comprehensive training manuals.
  • Generated reports and feedback for presentation to general manager.

Operations Support Manager

Mayfair Hotel
London, London
06.2005 - 06.2006
  • Established clear budgets and cost controls strategies to meet objectives.
  • Designed and implemented training to further develop staff based on business goals.
  • Streamlined processes to improve and optimise office operations.
  • Monitored health and safety measures for guaranteed compliance.
  • Planned revenue generation strategies designed for growth.
  • Drafted procedural statements and guidelines for company-wide use.
  • Analysed and resolved complex resource management issues for optimised scheduling.

Reception Manager (night and days)

Mayfair Hotel
London, London
08.2003 - 04.2004
  • Trained and supervise 25 staff to deliver world-class customer service.
  • Maximised revenue potential by optimising bookings to best leverage venue capacity.
  • Resolved IT and technical issues during conferences and special events.
  • Reviewed staff performance by analysing KPI data and conducting appraisals.
  • Briefed team on product changes and strategies to boost sales.
  • Directed high-volume inbound and outbound calls by using switchboard with precision.
  • Represented front of house services, maintaining polished, professional appearance to uphold company image.
  • Built genuine rapport with clients to support sales and retention rates.

Reservation Manager

Dolphin Square
London, London
02.2003 - 04.2004
  • Managed hotel budgets through careful planning and business strategy.
  • Monitored local accommodation market to guide pricing decision-making.
  • Devised employee management strategy to improve staff satisfaction and reduce turnover rate.
  • Used customer satisfaction survey findings to address improvement areas.
  • Developed and implemented hotel-wide policies and procedures to increase revenue.
  • Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.
  • Maximised occupancy rates by optimising reservation and housekeeping processes.

Senior Team Leader

The Berkeley Hotel
London, London
09.2002 - 06.2004
  • Conducted team member meetings and updated members on best practices and continuing expectations.
  • Discovered training needs and provided coaching.
  • Set clear team goals and delegated tasks and set deadlines.
  • Produced weekly, daily and monthly activity reports and forecasts.
  • Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
  • Professionally handled difficult customer complaints and objections to maintain first-class customer service standards.
  • Followed opening, closing and shift changeover procedures for seamless operations.
  • Assessed feedback to maximise customer satisfaction and loyalty.
  • Led shifts and motivated team to drive sales.

Education

Bachelor of Arts - Early Years Studies

Open University, Milton Keynes
02.2003 - 05.2009

Bachelor of Science - Econometrics

London School of Economics and Political Science, London
09.1995 - 07.1999
  • Food and Hygiene Level 2
  • First Aider
  • Designated safeguarding Lead
  • Special educational needs Training

Skills

  • POS systems
  • Quality Control
  • Customer relations
  • HSE regulatory compliance
  • Safety and compliance inspections
  • Risk management
  • Performance improvement
  • Retention strategies
  • Sales expertise
  • Customer Relations
  • Records management

Languages

English
Fluent

Timeline

Night Manager - Clayton Hotels
04.2023 - Current
Early Years Educator - Self Employed
09.2009 - 11.2022
Front Office Manager - Mayfair Hotel
07.2007 - 08.2009
Operations Support Manager - Mayfair Hotel
06.2005 - 06.2006
Reception Manager (night and days) - Mayfair Hotel
08.2003 - 04.2004
Reservation Manager - Dolphin Square
02.2003 - 04.2004
Open University - Bachelor of Arts, Early Years Studies
02.2003 - 05.2009
Senior Team Leader - The Berkeley Hotel
09.2002 - 06.2004
London School of Economics and Political Science - Bachelor of Science, Econometrics
09.1995 - 07.1999
Reception Team Leader - The Berkeley

Similar Profiles

Create profile
Elettra Marziani