Summary
Overview
Work history
Education
Skills
Websites
Personal Information
Custom
Timeline
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MARTINA DIMOVA

MARTINA DIMOVA

London,ENG

Summary

Experienced leader with over 4 years in luxury hospitality, specializing in delivering five-star guest experiences aligned with Forbes Travel Guide standards. Proven track record in leading high-performing teams, optimizing front office operations, and consistently improving guest satisfaction metrics. Adept at managing VIP services, staff training, and quality assurance to uphold brand excellence and service consistency.

Overview

7
7
years of professional experience

Work history

Asst. Front Office Manager

JW Marriott Grosvenor House London
London, Mayfair
03.2025 - Current
  • Lead front office operations with direct reports from over 60 associates at a 496-bedroom 5-star luxury property, ensuring seamless guest experiences;
  • Conduct regular performance reviews
  • Primary contact for VIP guests, delegations
  • Increased guest satisfaction scores by 18% YTD vs LY through staff development and improved daily service procedures
  • P&L critique meetings, leading weekly operations meetings with updates on performance metrics and hotel overview
  • Facilitate revenue forecasting by accurately anticipating guest movement, occupancy levels and inventory availability

Front Desk Manager/ Guest Services & Rooms Ops

JW Marriott Grosvenor House London
London, Mayfair
11.2023 - 03.2025
  • Training new starters and staff members on correct procedures, compliance requirements and performance strategies
  • Onboarding, reviews and mentorship
  • Employee work schedules
  • Investigation of auditing discrepancies by reconciling cash transactions
  • Drafted procedure manuals, work definitions and standard operating procedures by job title or work area.
  • Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.

Credit Controller

JW Marriott Grosvenor House London
London, Mayfair
01.2023 - 11.2023
  • Investigation of daily variances uncovered in reports and its correction to resolve discrepancies.
  • Daily credit control/ Bad debt accrual, chargebacks, write offs, CTAC commission, Marriott Bonvoy reconciliation, Journals
  • Conducted credit checks and monitored credit alerts.
  • Oversaw correct daily account balancing process.
  • Minimised risk by proactively advising management of active payment issues.
  • Audit
  • Banking
  • Established effective payment plans to facilitate timely debt recovery.
  • Negotiated repayment arrangements, improving cash flow in the process.

Duty Manager

Marriott Hotel County Hall
London, City of Westminster
11.2021 - 12.2022
  • Strong GSS focus, KPIs reviewing.
  • Venue sales
  • Initiated plans to improve customer relations, quality standards and service efficiency.
  • Rota planning, 30, 60 & 90 days feedback, recruitment.
  • Acting HOD of the concierge team.
  • Grew revenue through effective venue and room upselling.
  • Handled guest complaints to protect brand reputation.
  • Front Office Goal setting/ Prepared individual WDPs

Finance Assistant/ Cross - Training

Marriott Hotel County Hall
London, City of Westminster
04.2022 - 07.2022
  • Compiled various reports relating to expenses
  • Interacted and built collaborative relationships with marketing, sales and food&beverage staff.
  • Reviewed general ledger entries and assessed accuracy.
  • Reconciled all company accounts, including credit cards, employee expenses and commissions.
  • Communicated with vendors and clients to facilitate timely payments and reduce outstanding accounts receivable.

Duty Manager

Leonardo Royal London City
City Of London
08.2018 - 11.2021
  • Managed customer service interactions, addressing concerns and preserving positive experiences.
  • Responded to customer concerns with speed and knowledge to maintain composure and professional demeanour .
  • Delegated tasks to meet changing event demands, achieving agreed timings and maintaining professional standards.
  • Designed event set-up and displays to match client requests.
  • Obtained client feedback to determine improvements for future events.
  • Negotiated costs with suppliers to meet client event budgets.
  • Wrote end of shift reports to facilitate service continuity.

Education

Master of Business Administration - International Management

Regent's University London
01.2024 -

BA (Hons) - Business Management and Entrepreneurship

University of Sunderland

Bachelor - Finance

New Bulgarian University

Higher National Diploma - Business Management

St.Patricks International College

Skills

  • Guest complaint handling
  • MS Office Proficiency
  • Strategic Scheduling
  • Workflow management
  • Inventory oversight
  • Guest experience improvement
  • People management
  • SOP adherence
  • Proactive leadership
  • Feedback analysis

Personal Information

Custom

MARTINA, DIMOVA, 601 Jupiter House, 2 Turner Street, Canning Town, London, E16 1FH, martinamclaren11@gmail.com, ENG, +44 7467832784

Timeline

Asst. Front Office Manager

JW Marriott Grosvenor House London
03.2025 - Current

Master of Business Administration - International Management

Regent's University London
01.2024 -

Front Desk Manager/ Guest Services & Rooms Ops

JW Marriott Grosvenor House London
11.2023 - 03.2025

Credit Controller

JW Marriott Grosvenor House London
01.2023 - 11.2023

Finance Assistant/ Cross - Training

Marriott Hotel County Hall
04.2022 - 07.2022

Duty Manager

Marriott Hotel County Hall
11.2021 - 12.2022

Duty Manager

Leonardo Royal London City
08.2018 - 11.2021

BA (Hons) - Business Management and Entrepreneurship

University of Sunderland

Bachelor - Finance

New Bulgarian University

Higher National Diploma - Business Management

St.Patricks International College

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MARTINA DIMOVA