Igor Coelho
Feltham,Middlesex
Summary
Hospitality professional with five years of experience in operational management and team leadership at Premier Inn, a leading UK hotel chain. Expertise in overseeing hotel operations while ensuring compliance with company standards and health and safety regulations. Proven ability to motivate teams to meet performance targets and enhance guest satisfaction. Aiming for a senior supervisory or management role in a growth-oriented organization.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Duty Manager
Premier Inn
Staines-upon-Thames
05.2024 - Current
- Lead the day-to-day operations of the hotel, ensuring seamless service delivery across all departments
- Act as the primary escalation point for complex guest issues, resolving complaints efficiently and professionally
- Managed shift planning, staff allocation, and workload distribution to enhance operational efficiency
- Monitor operational performance and ensure adherence to brand standards, policies, and procedures
- Supervised, coached, and supported team members, fostering high performance and strong morale
- Support recruitment, onboarding, and ongoing training of staff to enhance team capability
- Maintain full compliance with health & safety regulations and company protocols
- Contributed to continuous improvement initiatives, boosting guest satisfaction and operational effectiveness
Nights Team Leader
Premier Inn
Heathrow Terminal 4
12.2023 - 05.2024
- Led night team, providing guidance and real-time decision-making support to enhance operational effectiveness
- Oversaw overnight hotel operations, ensuring security, safety, and service quality for guests and staff
- Delivered excellent guest service during night operations, always maintaining brand standards
- Responded to incidents and emergencies, ensuring compliance with procedures and minimising disruptions to guest experience
- Managed financial procedures including cash handling, reconciliation, and reporting with high accuracy
- Ensured smooth handover to daytime management teams with clear communication and reporting
Front of House (FOH)
Premier Inn
Staines-upon-Thames
02.2023 - 12.2023
- Delivered high standard of customer service, resulting in positive guest feedback and satisfaction
- Maintained professional, welcoming front desk environment to create positive first impressions
- Managed reservations, check-ins, check-outs, and guest enquiries to enhance operational efficiency
- Assisted in resolving customer concerns quickly to maintain service quality
- Supported team operations during peak periods, demonstrating flexibility and teamwork
Night Receptionist
Premier Inn
Staines-upon-Thames
04.2021 - 02.2023
- Managed front desk operations during night shifts, ensuring smooth and secure hotel functioning
- Served guest requests and facilitated late check-ins while managing administrative duties to enhance guest satisfaction
- Enforced safety protocols to secure premises
- Made informed decisions independently during overnight operations to maintain service quality and safety
- Executed cash handling and conducted end-of-day financial reconciliation to ensure financial accuracy
Education
Diploma of Higher Education -
Brooklands College
Weybridge, SRY09-2020
Diploma of Higher Education -
The Matthew Arnold School
Staines-upon-Thames, SRY07-2017
Skills
- Duty management
- Workforce management
- Work scheduling
- Performance tracking
- Customer service
- Guest Satisfaction
- Conflict management
- Complaint resolution
- Time Management
- Multi-Tasking
- High-Pressure Environments
- Leadership
- Coaching
- Team Development
Certification
- First Aid Certified
- Health & Safety Awareness
- Customer Service & Hospitality Training
Custom Section
Eligible to work in the UK
References
Available upon request
Hobbies and Interests
Enjoy maintaining an active social lifestyle, spending quality time with family and friends, and developing strong interpersonal relationships.
Languages
English
Proficient
C2
Portuguese
Proficient
C2
Timeline
Duty Manager
Premier Inn
05.2024 - Current
Nights Team Leader
Premier Inn
12.2023 - 05.2024
Front of House (FOH)
Premier Inn
02.2023 - 12.2023
Night Receptionist
Premier Inn
04.2021 - 02.2023
Diploma of Higher Education -
Brooklands College
Diploma of Higher Education -
The Matthew Arnold School