Emanuele Rezza

- Building strong relationships with members and guests, understanding their preferences, their expectations and anticipating their needs.
- Ensuring a personalised experience from greetings to bespoke room setups. Overseeing VIP and long-term member.
- Ensuring the privacy and security of high-profile members and guests by following GDPR protocols.
- Handling complaints and special requests with confidentiality and professionalism.
- Ensuring the uphold of the club values, etiquette, and service standards.
- Managing a front-of-house staff of 7 people including the night team.
- Implement of new procedures and ensuring that SOPs are followed consistently and making sure that all team members are provided with full effective training to maintain a high level of customer service to members and guests.

-Designated Opera Champion for the club, first point of contact internally and with external stakeholders.
- Ensuring seamless integration and management of the PMS (Opera Cloud) by issuing effective SOPs for Home House Collection Clubs.
- Management of recruitment and people systems (Fourth, Harri) including team rota and development of the team with appraisals on Open Blend at least every quarter.
- Liaise with the HR for any employee issues in compliance with Company policies and employment legislation.
- Ensuring seamless check-ins/check-outs and efficient room allocation for members and guests.
- Working closely with housekeeping to maintain impeccable room and facility standards.
- Working closely with other departments such as F&B, Events, Memberships, Marketing to boost room sales and to enhance member engagement and retention.
-Reporting directly to the General Manager and Operations Director.
- Have complete knowledge of facilities, room rates, Promotions, and hours of operation across both Home House Collection Clubs.
- Responsible for room management tasks including rate configurations, creating bedroom special promotions and increase sales.
- Managing corporate members’ contracts, group bookings and making sure that is up to date.
- Keep tracking of packages and rates performance analysing financial reports and data to optimise operations and ensure continuous success.
- Identifying upselling opportunities and optimising sales opportunities via external OTAs (Booking.com; Tablet Hotels; Hotel Rez) with strategies to maximise occupancy and room revenue while maintaining exclusivity.
- Overseeing the department budget, controlling costs, raising POs while maintaining premium standards.
- Ensuring billing accuracy, particularly for extended stays, group bookings and corporate stays.

-Manage daily accounting, AR, PM rooms, cash float, refunds, following up on No-shows and cancellation charges, online payments, deposits for individual or groups.

• Deputise in the absence of the Front of House Manager and reporting directly to Directors

• Act as Duty Manager and ensure a professional and friendly service throughout the House

• Ensure a high level of communication within the team and other departments

• Have complete knowledge of facilities, room rates, Promotions, and hours of operation across both Home

• House Collection Clubs

• Ensure Standard Operation Procedures are followed consistently, making sure that all team members are provided with full effective training to maintain a high level of customer service provided to members and guests

• Responsible for room management tasks including rate configurations, creating bedroom special promotions increase sales

• Drafting and renewing corporate contracts and group bookings and making sure they're up to date

• Assist the Front of House Manager with the management of people systems (Fourth, Harri) and ensure Rota are kept up to date according

to business levels

• Assist the Front of House Manager with financial reporting, including bedroom revenue management, month-end reports, rate yielding, forecasting and commission reports

• Optimizing sales opportunities via external booking platform (Booking.com; Tablet Hotels; Hotel Rez)

• Manage daily accounting, AR, Posting Master rooms, cash float, issuing refunds, following up on no shows and cancellation charges

• Liaising with suppliers and raising Purchase Orders

• Assist with the recruitment and selection of excellent team members

• Assist the Front of House Manager with the development of the team and hold appraisals on Open Blend at least once per quarter

• Liaise with the Human Resources team regarding any employee relations issues, to ensure compliance with

Company policies and employment legislation

Additional Contribution:

• Co-project managing a software upgrade from Opera 5 to Opera Cloud

• Designated Opera Champion for the club, being the first point of contact and dealing with external stakeholders

• Creating full detailed Opera SOPs manual for Home House Collection Clubs

• Covering Reservations Manager duties during their absence

• Organise and manage all the restaurants/lounges reservations for the big events of the Club (Halloween, New

• Year's Eve, Summer parties, Christmas)

• Welcoming & Greeting members/guests

• Check-In & Check-Out

• Taking reservations by phone & walk-in

• Exceeding guest expectations

• Switchboard duties

• Assisting Senior Managers with trainings and running the FOH department

• Practical use of Opera PMS/S&C Version 5.0

• Practical use of Res Diary

• Guest Relations

• Taking care of the Club's members and VIPs

• Complaint handling Administrative & Financial tasks (Rate adjustment, refund, issuing invoices etc.)

• Taking reservations by phone & walk-in

• Switchboard duties

• Practical use of Opera PMS/S&C Version 5.0

• Practical use of Res Diary

• Organize and manage all the restaurants/lounges reservations for the big events of the Club (Halloween, NYE, Christmas)

• Managing the corporate contract and group booking

• Creating Function sheets for group bookings and events

• Guest Relations

• Taking care of the Club's members and VIPs

• Complaint handling Administrative & Financial tasks (Rate adjustment, refund, issuing invoices etc.)

• Welcoming & Greeting guests

• Check-In & Check-Out

• Taking reservations by phone &walk-in

• Exceeding guestexpectations

• Switchboard duties

• Practical use of Opera PMS Version 5.0

• Guest Relations

• Taking care of the Club's members and VIPs

• Complaint handling Administrative & Financial tasks (Rate adjustment, refund, issuing invoices etc.)

• Sales by phone &walk-in

• Site visit: show the hotel to clients

• Input enquiries in the system

• Rooming lists

• Planning meeting & conferences

• Taking payment

• Practical use of Opera Sales & Catering Version 5.0

• Billing duties

• Increasing the Revenue and meeting the budget

• Check-In & Check-Out

• Taking reservations by phone &walk-in

• Exceeding guestexpectations

• Complaint handling

• Foreign Currency Exchange

• Switchboard duties

• Practical use of Opera PMS Version 5.0

• Guest Relations

• Taking care of the Club Lounge VIPs