Jay Massiah
Portsmouth,Hampshire
Summary
Accomplished hospitality professional with expertise in hotel operational management and staff motivation. Demonstrates strong leadership and proactive leadership skills, ensuring efficient time management and adherence to health and safety compliance. Proficient in room booking software and the Opera hotel management system, with a deep understanding of hospitality law. Committed to ethical conduct and delivering exceptional customer service through intercultural sensitivity and cultural awareness. Career goal: to leverage extensive experience in corporate hospitality to enhance guest satisfaction and operational efficiency.
Overview
11
11
years of professional experience
1
1
Certification
Work history
Hotel Manager
Whitbread
Petersfield, Hampshire
12.2024 - 01.2026
- Investigated negative reviews and took corrective action enhancing future guest experiences.
- Organised successful corporate events with meticulous attention to detail.
- Initiated loyalty rewards scheme, boosted repeat bookings.
- Prioritised guests' needs, elevated overall satisfaction levels.
- Established effective communication channels between departments for seamless operation.
- Ensured pristine room conditions to enhance guest comfort.
- Responded promptly to customer complaints ensuring swift resolution and customer retention.
- Implemented energy-saving measures for environmental sustainability.
- Maintained compliance with health and safety regulations within the premises.
- Coordinated front desk operations, ensured smooth guest experiences.
- Conducted regular property inspections to maintain high standards of cleanliness and repair.
- Led team to deliver exceptional customer service for enhanced reputation.
- Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
- Directed staff schedules and rosters, optimising workforce efficiency.
- Handled guest complaints to protect brand reputation.
- Managed customer service interactions, addressing concerns and preserving positive experiences.
- Recruited and onboarded new staff to meet performance standards.
- Enforced health and safety procedures to prioritise staff and customer wellbeing.
- Adhered to company policies and brand standards to support outstanding guest experiences.
- Conducted staff appraisals and evaluations, fostering continuous improvement and development.
- Facilitated team meetings, promoting open communication and collaboration.
- Monitored and enforced compliance with company policies and procedures.
- Managed hotel budgets through careful planning and business strategy.
- Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.
- Assessed labour needs, driving strategic recruitment for adequate staffing levels during busy periods.
- Used customer satisfaction survey findings to address improvement areas.
Deputy Hotel Manager
Whitbread
Petersfield, Hampshire
06.2021 - 12.2024
Bar team leader
Green King
Portsmouth, Hampshire
04.2020 - 05.2021
- Assisted in recruitment processes for efficient team-building efforts.
- Collaborated with management on menu development and pricing strategies.
- Coordinated team schedules to ensure full coverage during peak hours.
- Maintained high standards of cleanliness within the bar area.
Hotel Manager
Travelodge
Portsmouth, Hampshire
04.2017 - 02.2020
Assistant hotel manager
Travelodge
Southampton, Hampshire
06.2015 - 04.2017
Education
NVQ Level 2 - Hospitality
Babcock Apprenticeship
N/A 04/2014 - 07/2015
BTEC National Diploma - Performing Arts
Southdowns College
Waterlooville, Hampshire 09/1995 - 06/1998
BTEC First Diploma - Performing Arts
Southdowns College
Waterlooville, Hampshire 09/1994 - 07/1995
Skills
- Intercultural sensitivity
- Proactive leadership
- Efficient time management
- Corporate hospitality
- Room booking software proficiency
- Hospitality law knowledge
- Strong leadership
- Staff management
- Hotel operational management
- Staff motivation
- Opera hotel management system
- Ethical conduct
- Health and Safety Compliance
- Customer Service
- Cultural awareness
- Interpersonal communication
Certification
Portsmouth City Council Licence holder
Affiliations
- Writing Songs, Playing Piano and recording own music, spending time with family. PS5 enthusiast.
Timeline
Hotel Manager
Whitbread
12.2024 - 01.2026
Deputy Hotel Manager
Whitbread
06.2021 - 12.2024
Bar team leader
Green King
04.2020 - 05.2021
Hotel Manager
Travelodge
04.2017 - 02.2020
Assistant hotel manager
Travelodge
06.2015 - 04.2017
NVQ Level 2 - Hospitality
Babcock Apprenticeship
04/2014 - 07/2015
BTEC National Diploma - Performing Arts
Southdowns College
09/1995 - 06/1998
BTEC First Diploma - Performing Arts
Southdowns College
09/1994 - 07/1995