Eva Shahini

• Successfully managed day-to-day operations of a multifunctional department of 40 team members, including the Door Team, Bell Team, Concierge, Guest Ambassador Team, and Spa Therapists.
• Oversaw departmental with high revenue generation ensuring service excellence and operational efficiency.
• Led the development and implementation of staff rotas, departmental procedures, and improved working conditions to enhance team performance and morale.
• Spearheaded structural enhancements across multiple levels of the building, including logistics planning and execution.
• Enhanced guest satisfaction by improving arrival and departure experience scores by +2%, through the introduction of service-focused initiatives and training.
• Coordinated the full re-opening of the spa facilities in collaboration with the Director of Front of House, Resident Manager, and Marketing team.
• Directed all stages of spa operations including:
  Selection, implementation, and onboarding of a new platform for spa treatment bookings and management.
  Supervision of the renovation of treatment rooms to elevate guest experience.
  Curation and launch of a new wellness menu aligned with brand standards and guest expectations.
  Stock management, including ordering processes and vendor relations.
  Implementation of a structured product tracking and recording system in partnership with the Finance department.
  Management of spa retail and product display to optimise commercial visibility and guest engagement.
  Managed the overall spa offering to optimise revenue and treatment room occupancy, ensuring a profitable and guest-centric experience.

• Collaborate with all the other departments of the hotel to ensure smooth and up to standards site visits
• Optimization of walk ins for hotel F&B outlets
• Coordinated the operations between Ground floor and level 35 to ensure seamless arrival and departure experience

• Handling guest complaints
• Conducting daily operations meeting
• Overseeing daily operations ensuring Forbes standards compliance
• Monitoring and enforcing compliance with company policies and procedures.
• Oversight of emergency procedures and administered first aid.
• Coordinated staff training sessions, enhancing team competencies and service standards.
• Handling emergency/critical situation
• Assisting other departments with enquiries
• Leading team to achieve business goals through extremely busy operations

Achievements

• Leader of the month in April 2024
• Served in the role of mentor for employee of other department within the company

Projects

• Manager in charge of departmental trainers and Front desk training program
• Front of House onboarding project

Front Office Supervisor | 06/2022 - 04/2023

Shangri-La The Shard, London

• Supervising front desk daily operations
• Training team getting well versed with Forbes standards
• Supporting Duty Manager in handling larger volume of guest complaints
• Departmental trainer from October 2022

• Training new starters to the front desk daily operations
• Supervising and introducing new starters to the brand standards
• Assisting concierge, reservation and event department with daily enquiries
• Handling guest complaints
• Top Upseller in the months of June and September 2021

• Resolved minor customer issues and requests for information, escalating complex problems to line manager.
• Assisted guests with arrival and departure process
• Ensuring the cleanliness standards of reception and lobby area are rapresentative of the brand reputation
• Performed administrative support tasks such as data entry, appointment scheduling and phone call screening
• Top upseller months of February and March

Contact: Ivan Drinkwater, General Manager

• Leading and training the front office team and handling guest complaint
• Assisting GM in sales plan definition, hotel services innovation and corporate agreement management
• Contact: Riccardo Nicolini, General Manager +393493155816