LHOIS ROCHESTER

Leading multiple hotels, building high-performing and motivated teams that consistently deliver exceptional guest experiences and achieve brand standards.

• Fostered guest-first culture, ensuring teams delivered outstanding service and created memorable customer experiences.
• Drove positive culture emphasising accountability, teamwork, continuous improvement and operational excellence across hotels.
• Managing financial performance by achieving profit targets, improving conversion, controlling costs and identifying operational efficiencies.
• Delivering site business plans and key performance indicators (KPIs), supporting regional objectives and contributing to overall business success.
• Work collaboratively with Regional Operations Managers and cross-functional teams, including Maintenance, Compliance, Safety & Security and HR, to achieve business objectives.
• Ensuring full compliance with company policies, legal requirements, health and safety standards, and successfully passing internal and external audits.
• Recruited and developed team members by providing targeted coaching and implementing succession planning.
• Act as a role model by demonstrating strong leadership, professionalism and a commitment to operational excellence across all sites.
• Communicated business priorities clearly, inspiring teams to achieve consistent performance and exceed expectations.
• Communicated business priorities clearly, inspiring teams to achieve consistent performance and exceed expectations.

• Delivered domestic cleaning services for elderly couple, ensuring clean, safe, and comfortable home environment.
• Assisted with everyday household tasks, providing reliable and compassionate support to uphold clients' independence and dignity.
• Supported clients with additional care needs, including gentleman with dementia and his partially sighted wife, enhancing their quality of life.
• Established strong relationships with clients through effective communication and reliability. through professionalism, discretion and dependable service.

Experienced hospitality professional with over seven years of hotel operations experience, having previously worked as a Deputy Hotel Manager before progressing to Hotel Manager. Extensive experience in leading teams, managing daily hotel operations, overseeing budgets, staff recruitment and training, guest satisfaction, and health and safety compliance. Managed front desk, housekeeping and maintenance departments to ensure seamless operations and achieve high guest satisfaction. Controlled inventory for hotel supplies, ensuring availability while minimising waste and optimising costs. Exercised strong leadership and operational expertise to enhance guest experiences and contribute to hotel performance.

• Planned and oversaw special events at hotel.
• Managed hotel operations, overseeing front desk, housekeeping, and maintenance departments to maintain high guest satisfaction.
• Managed inventory control for all hotel supplies, ensuring availability while minimising waste and excess expenditure.

Provided exceptional service to guests in a busy café environment. The George, Dorchester | April 2014 – July 2016

• Delivered excellent customer service during weekly shifts in a fast-paced café, enhancing guest experience.
• Communicated effectively with guests to identify dietary requirements, food allergies and special requests.
• Facilitated customer feedback collection to uphold high standards of food quality and service.
• Prepared and served hot and cold food and beverages.
• Processed cash and card payments accurately and issued customer receipts.
• Maintained a clean, organised dining area by clearing, cleaning and resetting tables.
• Supported opening and closing procedures to ensure café readiness for daily operations.