GERGO SZVOREN
London,United Kingdom
Summary
Accomplished professional with extensive expertise in customer service, hospitality, and special event coordination. Demonstrates proficiency in VIP services, training and mentoring, and possesses comprehensive knowledge of Opera and Micros systems. Adept at inventory management, team management, crisis resolution, and ensuring compliance with health and safety regulations as well as HR policies and procedures. Strong leadership skills with a focus on training and development to drive team success.
Overview
10
10
years of professional experience
2009
2009
years of post-secondary education
Work History
Operations Manger
Leonardo Royal St Paul’s
London
09.2023 - 01.2025
- Supporting the Hotel Manager of a day to day running of a 432-bedroom flag ship hotel in the heart of London with a Rooftop bar, restaurant, 20 meeting rooms, a lobby bar, gym and spa facilities.
- Effectively managing and directing all hotel operations while actively seeking ways to improve and implement best practices.
- Inspire, motivate and lead a team of 9 head of departments, to exceed all visitors expectations and deliver brand specific standards, while also comply with Health and Safety, Food Safety and licensing with the premises.
- Understanding the construction of a budget and how to influence profit and loss results.
- To monitor the level of staff and management necessary to operate in a professional manner, the hotel in line with forecasted business.
- Ensure the development of all employees within the hotel to continue to deliver and improve upon the service we offer.
- Promptly handle any guest correspondence and communicate comments to all relevant departments.
- Evaluate performance and product on a regular basis in order to recognise challenges for the future.
- Fostered a culture of continuous learning, improved workforce competency levels.
- Designed and implemented training to further develop staff based on business goals.
- Led teams to achieve business objectives on time and within budget constraints.
Deputy General Manager
Hotel Du Vin Wimbledon
London
05.2021 - 09.2023
- Manage a team of department heads, including front office, housekeeping, food and beverage, and maintenance, to ensure seamless operations and exceptional guest service.
- Develop and implement operational policies and procedures to enhance efficiency and guest satisfaction.
- Monitor and analyse key performance indicators to identify areas for improvement and implement strategies to drive revenue and profitability.
- Collaborate with sales and marketing teams to develop and execute promotional campaigns and packages to attract guests and increase occupancy.
- Conduct regular inspections of the hotel facilities to ensure compliance with safety and cleanliness standards.
- Handle guest feedback and resolve any issues or complaints in a timely and professional manner.
- Prepare and manage the hotel's annual budget, forecasting revenue and expenses to achieve financial targets.
Operations Manager - Rooms
GLH Hotels - Thistle Bloomsbury Park
London
11.2017 - 05.2021
- Deliver a high level of quality service to every guest, resulting in consistent, positive feedback Identified service areas requiring immediate improvement and rolled out a step by step training programme, boosting productivity
- Spearheaded training initiatives to ensure all team members are multi skilled in all departments to improve performance, increase customer service and improve bottom-line business results
- Established ambitious goals for employees to promote achievement and surpass business targets
- Addressed internal and customer-related issues each day and affected strategic resolutions
- Forecasted trends in expected business levels and adjusted labour and inventory to match expectations
- Trained in existing procedures and policies to offer optimal leadership to employees and overall hotel operation when deputizing for General Manager
- Appraise employee performance every six months and deliver constructive feedback to improve weaknesses
- Lead a team of 20 on a daily basis to ensure a seamless hotel operation, providing excellent customer service whilst maintaining efficiencies
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Executed an upsell strategy for the team to ensure maximum revenue is captured
- Created weekly schedules for Front of house team including F&B to keep every shift well-staffed during holidays and busy periods
Operations Manager - F&B
GLH Thistle Kensington Gardens
London
12.2014 - 11.2017
Education
Certificate of Higher Education - Tourism
College of Hospitality Management
Skills
- Customer service
- Hospitality
- Special event coordination
- VIP
- Training and mentoring
- Extensive Opera knowledge
- Extensive Micros knowledge
- Inventory management
- Team management
- Crisis resolution
- Health and Safety regulations
- HR policies and procedures
- Training and Development
- Leadership skills
Timeline
Operations Manger
Leonardo Royal St Paul’s
09.2023 - 01.2025
Deputy General Manager
Hotel Du Vin Wimbledon
05.2021 - 09.2023
Operations Manager - Rooms
GLH Hotels - Thistle Bloomsbury Park
11.2017 - 05.2021
Operations Manager - F&B
GLH Thistle Kensington Gardens
12.2014 - 11.2017
Certificate of Higher Education - Tourism
College of Hospitality Management
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