Luke Messer

Key Responsibilities:

• Led the end-to-end rollout of new CRM systems and bespoke digital tools across an international portfolio of hospitality venues, enhancing guest engagement and operational coordination.
• Acted as the primary liaison between venue operations and product teams, ensuring frontline feedback directly informed system enhancements.
• Delivered on-site and remote training programs to venue managers and our Venue teams, driving high adoption rates and operational confidence.
• Currently overseeing the digitization of venue workflows, and building the training and project plans. Upcoming projects including self-check-in processes and food & beverage voucher automation.
• Monitored performance metrics post-rollout, leveraging data insights to refine implementation and maximize ROI.
• Collaborated cross-functionally with sales, product, corporate, and operations teams to align technology initiatives with overarching business objectives.

Key Achievements:

• Successfully deployed multiple digital systems and process improvements across our portfolio, achieving a 75% reduction in paper usage across all our venues and contributing to a 10% year-on-year decrease in global operating costs.
• Spearheaded the launch of 5+ major system rollouts within a 6-month period, maintaining a 100% on-time delivery rate and achieving 90%+ user adoption and satisfaction rate within the first 30 days.
• Recognized for simplifying complex workflows through automation, resulting in a 30% reduction in manual administrative tasks and a 15% improvement in guest satisfaction scores at pilot locations.

• As the assistant experience manager (AEM) In one of the top 35 Hospitality venues in London
• I was in Charge of the day to day running of shifts and leading a team ranging from 20 to 50 staff members and being one of the points of contact for all non salaried staff.
• Reporting directly to the General Manager I was expected to be able to jump in and cover our Course, floor, and Reception managers departments seamlessly for holidays
• helped to develop strong teams by skillfully recruiting, orienting and training loyal, hard-working employees.
• Managed staffing schedules for high numbers of employees, delivering operational efficiency whilst remaining under budget.
• In charge of the venues stock and collateral reordering for all non food and beverage items
• Currently working on a unique project to beta test a brand new Bespoke System for The company using my knowledge and expertise of ops management to help deliver a system to our venues that will completely overhaul our current working systems

• As the Reception supervisor My team is the first and last point of contact customers have in the venue.
• I must ensure the highest of standards are achieved and exceeded to make sure the Guest Experience is not only meeting our high standards but being elevated above that.
• I must make sure that me and my team are pinpoint. Accurate in our administrative duties, We are the focal department of the venue that everyone must liaise with. Any mistakes in this will have serious repercussions on the business, and its ability to deliver the best guest experience to clients and customers.
• Monitored company inbox, resolving 30+ email enquiries per day to maintain customer satisfaction.
• Managed external queries, engaging with clients face-to-face, by phone and through email.
• Supervised 12 reception staff, providing support and management.

• Working as a Ranger and Receptionist on the busiest golf range in Europe
• I was responsible for the day to day running of the range, keeping all of the equipment maintained, ensuring the health and safety, and overall Wellbeing of the guests, and overseeing large group and corporate bookings.
• I was put in charge of corporate bookings liasoning with clients about large group bookings from a multitude of prominent international companies and clients.
• Trained new rangers how to Use our equipment safely and how to properly Maintain it.
• Put in charge temporarily of all ranger manager duties including rota management while our main manager was away on leave.

• Worked as a member of one of the Top 3 JD stores In London taking in the Delivery of New stock and getting it turned around to be on the Shelves ready for the next day
• I then went on to Specialize within footwear Which would expect me to singlehandedly put away 150 - 600 pairs of trainers within a night.
• Went On to get Promoted to The Delivery Manager after 7 months with the company.
• Trained My team with a new footwear system subsequently improving the efficiency of the team as a whole.

• Work experience in the IT department
• Working with clients on a 1 to 1 basis to fix IT related issues, making sure clientshad working computers or a replacement
• In addition to this, I also spent time in the HR department managing spreadsheets and work rotas
• I managed who wastaking time off when and making sure we had the right staff in on the right dates for the office to run effectively andefficiently.