Laura Williamson
Glasgow
Summary
Hospitality leader with over 10 years' experience across Front Office, Food & Beverage, Guest Relations, and Duty Management within busy hotel and leisure environments. Proven track record of leading high-performing teams, delivering exceptional guest experiences, and driving operational excellence. Experienced in team development, recruitment, commercial performance, and cross-department collaboration, with a hands-on leadership style and passion for hospitality.
Overview
14
14
years of professional experience
1
1
Certification
Work history
Front Office Manager
Maldron Hotel
Glasgow
2023.08 - 2026.05
• Lead the Front Office team in a busy city-centre hotel, driving guest satisfaction, operational standards, and team performance.
• Develop and mentor colleagues, successfully supporting team members into Reservations and Duty Manager positions.
• Work closely with Revenue, Reservations, Sales, Housekeeping, and F&B teams to maximise commercial performance and guest experience.
• Attend commercial and budget meetings, contributing to forecasting, labour planning, and operational decision-making.
• Awarded Manager of the Quarter 2024.
Guest Relations & Duty Manager
Maldron Hotel
Glasgow
2022.06 - 2023.08
• Acted as Duty Manager overseeing daily hotel operations and supporting all departments.
• Managed VIP arrivals, guest recovery, and service excellence initiatives.
• Used TrustYou feedback insights to identify training opportunities and improve guest satisfaction.
• Awarded Manager of the Quarter 2022.
Graduate Duty Manager, Food & Beverage Manager
Jurys Inn & Leonardo Hotels
Edinburgh
2019.09 - 2022.06
• Completed a hotel management graduate programme with placements across Front Office, Food & Beverage, Duty Management, and Night Management.
• Managed restaurant, bar, breakfast, and events operations within a 282-bedroom city-centre hotel.
• Led recruitment, training, labour management, stock control, and departmental KPI delivery.
• Supported hotel-wide operations as Duty Manager.
Swim Program Manager
David Lloyd
Glasgow West End
2012.05 - 2019.08
• Managed a successful swim programme, leading instructors and ensuring high standards of service, safety, and member satisfaction.
• Developed leadership, coaching, scheduling, and operational management skills within a large leisure environment.
Skills
Hotel Operations Front Office Management Duty Management Food & Beverage Operations Team Leadership & Development Guest Experience Recruitment & Retention Budget & Labour Control KPI Management Service Recovery Revenue Collaboration Health & Safety Compliance
Accomplishments
• Awarded Manager of the Quarter (2022 & 2024)
• Developed team members into Reservations and Duty Manager positions
• Regular participant in commercial and budget meetings with senior leadership
• Progressed from Graduate Manager to Front Office Manager
• ILM Level 4 Diploma in Leadership & Management
• Raised over £1000 climbing Ben Nevis for Leukeamia Care
EDUCATION
- BSc Sports Coaching: Sports University of the West of Scotland
Sept 2015 - May 2017
PROFESSIONAL DEVELOPMENT
- Revenue Management Programme
Dalata Academy | Current - Level 4 Diploma in Leadership & Management (Hotel Management)
ILM & Dalata Academy | 2023 – 2024 - GROW Graduate Management Programme
Leonardo Hotels | 2019 – 2021
Certification
- First Aider
- Fire Marshall
- Personal License Holder
References
References available upon request.
Timeline
Front Office Manager
Maldron Hotel
2023.08 - 2026.05
Guest Relations & Duty Manager
Maldron Hotel
2022.06 - 2023.08
Graduate Duty Manager, Food & Beverage Manager
Jurys Inn & Leonardo Hotels
2019.09 - 2022.06
Swim Program Manager
David Lloyd
2012.05 - 2019.08