Laura Hardie
Bromsgrove,Worcestershire
Summary
Accomplished hospitality professional with extensive expertise in check-in procedures, property upkeep supervision, and hotel software proficiency. Demonstrates strong skills in MS Office suite, CRM systems, and brand marketing. Proven ability to handle pressure, ensure hygiene standards compliance, and maintain beer draught systems. Adept at scheduling staff rotas, handling complaints, and delivering staff training. Experienced in bartending techniques, drink pairing acumen, and menu development capabilities. Committed to maintaining food safety regulations and alcohol laws compliance while driving profit margins through effective sales forecasting and cash handling. Career goal: To leverage comprehensive hospitality skills to enhance operational efficiency and guest satisfaction in a dynamic hotel environment.
Experienced professional with focus on management and team leadership. Capable of driving projects to successful completion through strategic planning and strong interpersonal skills. Known for fostering collaborative environments and delivering consistent results.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
Work history
Guest service Manager and Wedding and Conference
Kewgreen Hotels
Bromsgrove, Worcestershire
2013.06 - Current
- Overhauled front desk processes, increased operational efficiency significantly.
- Facilitated high-quality food and beverage services for enhanced guest satisfaction.
- Streamlined check-in and check-out procedures to enhance efficiency.
- Supervised the concierge team for improved client assistance.
- Trained staff on customer service protocols, led to improved team performance.
- Ensured high levels of cleanliness and hygiene within premises at all times.
- Fostered a welcoming atmosphere by providing exceptional customer service.
- Maintained updated knowledge of local events, provided accurate information to guests.
- Established effective communication for better team coordination.
- Liaised with housekeeping staff, guaranteed immaculate rooms for guests.
- Introduced innovative ideas into VIP services to provide exclusive experiences.
- Collaborated with the team to ensure smooth daily operations.
- Enhanced guest satisfaction by implementing new customer service strategies.
- Coordinated room bookings, ensured optimal occupancy rates.
- Implemented efficient payment systems, streamlined billing process.
- Handled guest complaints, resulted in improved relationships with clientele.
- Resolved conflicts amongst staff members, promoted healthy work environment.
- Monitored and analysed daily front desk activity to guarantee ongoing compliance with performance and brand standards.
- Maximised hotel revenue, utilising Opera PMS to control daily room inventory.
- Handled customer complaints calmly and professionally to maintain hotel reputation.
- Directed maintenance staff to keep facility and grounds at optimum standards.
- Kept back of house accounts and records updated, enabling clear performance monitoring.
- Recruited high-performing hospitality staff, onboarding with appropriate training.
- Managed hotel budgets through careful planning and business strategy.
- Facilitated smooth operations for successful events execution.
- Kept abreast of latest wedding trends, providing innovative ideas to clients.
- Oversaw comprehensive event planning from inception to completion, guaranteeing client satisfaction.
- Provided exceptional customer service, resulting in repeat business and referrals.
- Managed large-scale weddings, delivering memorable experiences.
- Coordinated logistics timely for smooth running of all events.
- Managed large-scale events from initial planning to successful completion.
- Explained event packages, options and prices clearly to customers.
Office manager
EUM Consultants
Birmingham
2007.02 - 2013.05
- Coordinated facility maintenance, providing a safe and comfortable work environment.
- Liaised with IT department to rectify technical issues promptly.
- Ensured smooth day-to-day operations with diligent oversight of office tasks.
- Prepared detailed reports for senior management's strategic planning.
- Tracked inventory levels of office supplies, preventing stock shortages.
- Streamlined invoice processing procedures for smoother financial operations.
- Facilitated staff training sessions to enhance productivity and job satisfaction.
- Implemented new filing systems, improving data retrieval efficiency.
- Updated office policies to reflect changing business needs and regulations.
- Handled incoming correspondence, resulting in timely responses and decision-making.
- Performed regular audits on company expenditures, identifying potential cost-saving opportunities.
Education
NVQ Level 3 - Business Management
Bromsgrove College
Birmingham, England 2003.09 - 2005.07
Skills
- Check-In procedures expertise
- MS office suite proficiency
- Property upkeep supervision
- Hotel software proficiency
- Experience with crm systems
- Bar layout design understanding
- Alcohol laws compliance
- Beer draught system maintenance
- Scheduling staff rotas
- Hygiene standards compliance
- Brand marketing familiarity
- Till operations proficiency
- Complaint handling expertise
- Bartending techniques
- Drink pairing acumen
- Food safety regulations
- Menu development capabilities
- Pressure handling
- Profit margin calculation
- Sales persuasion
- Cash handling
- Sales forecasting aptitude
- Staff training delivery
- Legislation compliance awareness
- Employee performance evaluation
Timeline
Guest service Manager and Wedding and Conference
Kewgreen Hotels
2013.06 - Current
Office manager
EUM Consultants
2007.02 - 2013.05
NVQ Level 3 - Business Management
Bromsgrove College
2003.09 - 2005.07