MYRELLA GARCIA SANCHEZ
Nottinghamshire,Nottingham
Summary
Results-oriented Front Office Manager with a solid background in hospitality and extensive experience in hotel and airline sectors. Graduate of a 5-year University programme in Hospitality Management. Expertise in enhancing guest experiences, maximising revenue, and driving operational efficiency. Skilled in team leadership, crisis management, and customer service, fostering a welcoming environment while ensuring compliance with service standards.
Overview
16
16
years of professional experience
Work History
Front Office Manager and Duty Manager
Hilton Nottingham
12.2024 - 07.2026
- Managed front office operations to maintain exceptional guest service standards in a high-volume environment.
- Implemented strategies to maximise room occupancy and revenue, closely monitoring booking trends and adjusting rates accordingly.
- Supervised a team of reception staff, providing training and development to improve performance and service quality.
- Handled guest complaints with empathy and professionalism, resolving issues promptly to maintain positive relationships.
- Organised staff rosters to ensure adequate coverage during peak times while optimising labour costs.
- Analysed customer feedback to identify areas for improvement and implemented changes to enhance guest experience.
- Prepared detailed reports on front office performance, highlighting achievements and identifying challenges for management review.
- Interviewed and hired staff based on job and team fit.
- Ordered cost-efficient office supplies and stationery to meet operational requirements.
Front Office Assistant Manager and Duty Manager
Hilton Nottingham
10.2023 - 12.2024
- Handled day-to-day administrative tasks effectively and efficiently, aiding smooth front-of-house operations.
- Managed receptionist area, greeting visitors and responding to telephone and in-person enquiries.
- Processed customer bookings courteously and efficiently, verifying personal information and billing details to secure reservations.
- Facilitated smooth check-in and check-out process for guests, ensuring a positive first and last impression.
- Trained new administrative staff, sharing knowledge and best practices to maintain high standards.
- Maintained excellent knowledge of current offers and incentives, promoting successfully to improve daily sales figures.
- Used excellent time management and organisation skills to effectively prioritise administrative duties.
Front Office Supervisor and Duty Manager
Hilton Nottingham
04.2022 - 01.2023
- Handled customer complaints, resolving issues promptly to maintain high levels of guest satisfaction.
- Coordinated room allocations, taking into account guest preferences and special requests.
- Organised and allocated rooms to guests, preventing double bookings.
- Analysed customer feedback, identifying areas for improvement in service delivery.
- Managed staff and scheduling requirements, consistently maintaining a smooth, harmonious and appropriate workflow.
- Reviewed work results against objectives and identified staff knowledge or skill gaps.
Shift Leader and Duty Manager
Hilton Nottingham
10.2021 - 04.2022
Receptionist
Hilton Nottingham
06.2021 - 10.2021
Senior Flight Attendant
LATAM AIRLINES
12.2013 - 05.2020
- Ensured the safety and comfort of passengers.
- Prior to take-off making sure all passengers have their seat belts on.
- Doing routine safety checks before take-off.
- Demonstrating the safety procedures to follow in an emergency.
- Attending pre-flight briefings.
- Welcoming passengers as they board the plane and helping them find their seats.
- Assisted passengers with loading and unloading luggage from overhead compartments.
- Kept the aeroplane clean and tidy before passenger boarding.
- Enhanced customer in-flight experience through attentive service and support.
- Serving meals and drinks to the passengers throughout the flight.
- Promoting the sale of duty-free products.
- Dealing with high-net-worth individuals in a professional and mature manner.
- Handled difficult passengers and situations with professionalism and composure.
- Circulating and collecting customs and immigration documents from at the end of a journey completing a flight report recording any incidents.
- Maintained the airline website, ensuring information was up to date.
Front Office Manager
HOTEL LUNAHUANA RIVER RESORT
08.2012 - 11.2013
- Developed work schedules to ensure adequate staffing for optimal guest service.
- Catering to the guest’s needs, maintaining the highest standards of quality and service, constantly enhancing the customer’s experience.
- Attending to complaints to find a solution and provide a better service.
- Greeting and receiving feedback from customers to ensure satisfaction.
- Supervising and monitoring the activities of all departments.
- Resolved guest complaints promptly to enhance overall satisfaction and service quality.
- Hiring and training new employees.
- Promoting teamwork to ensure optimum service.
- Ensuring that all employees and heads of department adhere to hotel policies and safety regulations.
- Inspecting all the rooms on a regular basis to check they are keeping up with the hotel’s standards.
- Tailored guest experiences by maintaining high service standards and actively seeking feedback for continuous improvement.
- Preparing work schedule.
Receptionist
JORGE CHAVEZ INTERNATIONAL AIRPORT VIP LOUNGE SUMAQ CLUB
08.2011 - 08.2012
- Greeted V.I.P. guests upon arrival to ensure a warm welcome.
- Engaged with guests to provide information and assistance.
- Managed additional requests from VIP passengers to ensure their comfort.
- Coordinated with hostess to maintain lounge operations and ensure guest comfort.
- Coordinate and announce international flight departures.
- Verified flight cancellations with airlines and assisted passengers with rebooking options.
Flight Ticketing Sales Office
STAR PERU AIRLINES
12.2010 - 12.2011
- Issued, exchanged, and processed airline tickets, ensuring compliance with airline policies.
- Sold flight tickets and services, enhancing customer travel options.
- Dealing directly with the consumer.
- Processed payments via cash, cards, or transfers, facilitating smooth transactions.
- Managed opening and closing procedures for the office, ensuring all tasks were completed efficiently.
- Conducted cash register reconciliation at the end of each day to ensure accurate financial records.
- Performed inventory checks and maintained office supplies to ensure operational efficiency.
Education
Bachelor of Hospitality Management - Hospitality Management and Tourism
University San Martin de Porres
LimaSkills
- Front office operations
- Hotel software skills
- Revenue maximisation
- Compliance oversight
- Payroll and budgeting
- Satisfaction tracking
- Communication proficiency
- Guest relations
- Customer engagement
- Service recovery strategies
- Problem-solving ability
- Problem Resolution skills
- Complaint handling
- Time management
- Multitask
- Training delivery
- Team building
- Service-Oriented attitude
- Microsoft Office skills
- HR policy knowledge
- Calendar management
- Works well under pressure
Profile Information
Available to work from September 2026
Citizenship: British Citizen
Nationality: Peruvian
Languages: Spanish (Native), English (Fluent)
References
- Tracy Tatler, Team Leader, 01159775742, tracy.tatler@nottscc.gov.uk, Registration Office – Nottinghamshire County Council, https://weddings.nottinghamshire.gov.uk/
- Emily Rattray, Deputy Manager, 07814060644, Emily.rattray@hilton.com, Hilton Hotel Nottingham, https://www.hilton.com/en/hotels/emanohn-hilton-nottingham/
- Claudia Seminario, Chief of Cabin Crew Members, +51966243914, claudia.seminario@latam.com, LATAM Airlines Peru S.A., http://www.lan.com, Miraflores, Lima, Perú
- Adriana Gianella, Chief of Cabin Crew Members, +51987712018, adriana.gianella@latam.com, LATAM Airlines Peru S.A., http://www.lan.com
Accomplishments
Newcomer of the Year (2021)
Recognised for outstanding performance, rapid learning, and exceptional guest service as a Receptionist shortly after joining the organisation.
- Junior Leader of the Year (2022)
Awarded for demonstrating strong leadership potential, team support, and operational excellence as a Shift Leader. - Front Office Department of the Year (2024)
Achieved as Assistant Front Office Manager, contributing to improved team performance, guest satisfaction, targets reached and operational success. - Head of Department of the Year (2025)
Recognised as Front Office Manager for exceptional leadership, team development, and consistent delivery of high service standards and business results.
Timeline
Front Office Manager and Duty Manager
Hilton Nottingham
12.2024 - 07.2026
Front Office Assistant Manager and Duty Manager
Hilton Nottingham
10.2023 - 12.2024
Front Office Supervisor and Duty Manager
Hilton Nottingham
04.2022 - 01.2023
Shift Leader and Duty Manager
Hilton Nottingham
10.2021 - 04.2022
Receptionist
Hilton Nottingham
06.2021 - 10.2021
Senior Flight Attendant
LATAM AIRLINES
12.2013 - 05.2020
Front Office Manager
HOTEL LUNAHUANA RIVER RESORT
08.2012 - 11.2013
Receptionist
JORGE CHAVEZ INTERNATIONAL AIRPORT VIP LOUNGE SUMAQ CLUB
08.2011 - 08.2012
Flight Ticketing Sales Office
STAR PERU AIRLINES
12.2010 - 12.2011
Bachelor of Hospitality Management - Hospitality Management and Tourism
University San Martin de Porres