MICHELLE DUKES
Northampton,Northamptonshire
Summary
Operations and Administration Manager with extensive experience leading teams, managing business operations, and ensuring compliance within high-volume hospitality environments. Proven ability to oversee daily operations, support senior leadership, and maintain efficient, customer-focused services. Strong background in staff management, scheduling, reporting, and process improvement, with experience operating at senior management level including full General Manager responsibility.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Reception Manager
Whittlebury Park Hotel
08.2024 - Current
- Lead the main reception function, managing a team of 14 including night staff
- Oversee rota planning, staffing levels, and daily operations
- Recruit, train, and develop team members
- Handle escalated complaints and support guest relations
- Work closely with senior leadership across departments
- Maintain compliance, training logs, and operational documentation
Operations Manager / Front Office Manager
Holiday Inn Flore
08.2019 - 07.2024
- Managed full day-to-day business operations and performance
- Held full General Manager responsibilities for extended periods
- Oversaw staffing, rotas, absence management, and departmental output
- Ensured compliance with company standards and health & safety
- Acted as key decision-maker for operational issues and escalation
- Maintained reports, records, invoices, and purchase orders
- Managed administration for front office and night teams
- Led recruitment, onboarding, and staff supervision
- Produced rotas, monitored payroll accuracy, and tracked hours
- Delivered reporting, targets, and internal performance data
- Chaired meetings and coordinated action plans
Front Office Manager
Hilton Milton Keynes
06.2018 - 07.2019
- Led front office operations within a large branded environment
- Managed staffing budgets, rotas, and departmental admin
- Produced reports and maintained operational documentation
- Handled escalated guest issues and service recovery
- Ensured compliance with company standards and procedures
Assistant Front Office Manager
Hilton Milton Keynes
02.2018 - 06.2018
- Supported operational and administrative functions
- Conducted Duty Manager shifts and compliance checks
- Maintained training records and internal documentation
- Managed enquiries and resolved operational issues
Assistant Night Manager
Hilton Milton Keynes
05.2016 - 02.2018
- Completed audits, reconciliations, and end-of-day reporting
- Managed cash handling and financial accuracy
- Maintained overnight logs and incident records
- Supervised staff and ensured compliance overnight
Front Office Supervisor / Receptionist
Hilton Northampton Hotel
04.2008 - 04.2014
- Managed daily front desk operations and administration
- Trained staff and supported performance management
- Produced reports and presentations
- Deputised for Front Office Manager
- Managed bookings, enquiries, and guest services
- Processed payments and resolved account queries
- Maintained accurate guest and financial records
Bar Supervisor
The Butchers Arms, Greens Norton
07.1997 - 12.2007
- Supervised staff, rotas, and daily operations
- Managed stock control and supplier relationships
- Handled cash control and opening/closing procedures
- Delivered consistent customer service
Education
Advanced Customer Service Apprenticeship - Customer Service Levels 2 & 3, NVQ Diploma Level 3 Customer Services, OCR Key Skills (Level 2): Communication & Application of Number, Digital Photography Level 3 Diploma
Skills
- Operations & Business Management
- End-to-end operational oversight
- Business continuity
- Performance monitoring
- Service delivery
- Senior leadership
- Team Leadership & Development
- Managing teams
- Coaching
- Developing teams
- Recruitment
- Onboarding
- Performance management
- Handling escalations
- Conflict resolution
- Team engagement
- Administration & Office Management
- Full administrative control
- Accurate documentation
- Reporting
- Record management
- Payroll support
- Absence tracking
- HR coordination
- Planning & Coordination
- Advanced rota planning
- Workforce scheduling
- Resource allocation
- Cross-functional coordination
- Maintaining compliance
- Policies
- Procedures
- Brand standards
- Health & safety adherence
- Audit readiness
- Managing training records
- Regulatory documentation
- Finance & Reporting
- Invoice processing
- Purchase orders
- Budget monitoring
- Performance reporting
- Operational data analysis
- Cost control
- Revenue awareness
- Customer & Stakeholder Management
- Managing complaints
- Service recovery
- Delivering customer experience
- Liaising with senior management
- Liaising with external partners
Certification
Personal Alcohol Licence
Custom Section
- Advanced Customer Service Apprenticeship
- Customer Service Levels 2 & 3 – City & Guilds
- NVQ Diploma Level 3 Customer Services
- OCR Key Skills (Level 2): Communication & Application of Number
- Digital Photography Level 3 Diploma
Hobbies and Interests
- Walking and mountain hiking
- Reading
- Creating handmade lamps and cake stands
Timeline
Reception Manager
Whittlebury Park Hotel
08.2024 - Current
Operations Manager / Front Office Manager
Holiday Inn Flore
08.2019 - 07.2024
Front Office Manager
Hilton Milton Keynes
06.2018 - 07.2019
Assistant Front Office Manager
Hilton Milton Keynes
02.2018 - 06.2018
Assistant Night Manager
Hilton Milton Keynes
05.2016 - 02.2018
Front Office Supervisor / Receptionist
Hilton Northampton Hotel
04.2008 - 04.2014
Bar Supervisor
The Butchers Arms, Greens Norton
07.1997 - 12.2007