Nadine Stewart
ABERDEEN
Summary
Dynamic and results-driven professional with extensive expertise in operations management, strategic planning, and financial oversight. Demonstrates advanced proficiency in multiple hotel, restaurant, and retail operating systems, coupled with a strong entrepreneurial mindset and a commitment to profit maximisation. Adept at quality assurance, brand development, and competitor analysis to drive business growth and maintain competitive advantage. Skilled in customer relationship management, technology integration, and crisis mitigation to ensure seamless operations under pressure. Proven track record in staff performance evaluation, recruitment strategies, and mentoring diverse teams to foster high-performing work environments. Excels in policy formulation, efficiency optimisation, and effective delegation to streamline operations while upholding ethical decision-making standards. Career focus includes leveraging adaptive leadership to deliver sustainable business success through innovative solutions and strategic thinking.
Overview
12
12
years of professional experience
Work history
Managing Director
Yatai Izakaya
07.2016 - 01.2019
- Attracting customers by developing and implementing marketing, advertising, public and community relations programs; evaluating program results; identifying and tracking changing demands
- Controlling purchases and inventory by meeting with account manager; negotiating prices and contracts; developing preferred supplier lists; reviewing and evaluating usage reports; analyzing variances; taking corrective actions
- Maintaining operations by preparing policies and standard operating procedures; implementing production, productivity, quality, and customer-service standards; determining and implementing system improvements
- Maintaining customer satisfaction by monitoring, evaluating, and auditing food, beverage, and service offerings; initiating improvements; building relationships with regular customers
- Accomplishing restaurant human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining management staff; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Maintaining safe, secure, and healthy facility environment by establishing, following, and enforcing sanitation standards and procedures; complying with health and legal regulations; maintaining security systems
- Maintaining professional and technical knowledge by tracking emerging trends in the restaurant industry; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
- Accomplishing company goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Guest Relations Manager
Mercure Aberdeen Caledonian
04.2016 - 07.2016
- Ensure and provide flawless, 4 star, professional and high class guest service experiences
- Analyse customer feedback and provide strategic direction to continuously improve overall rating
- Monitor the Accor ‘TrustYou’ system for guest satisfaction and send feedback to all team members
- Respond to guests needs and anticipate their unstated ones
- Expect and react promptly to guests’ requirements and inquiries
- Actively listen and resolve guest complaints
- Oversee and coordinate all arrivals and departures of special guests
- Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery
- Promote all amenities, conveniences and programs offered
- Appraise team’s performance and produce reports
- Management of ‘cross-training’ amongst all team members to create a ‘multi-skilled’ team
- Work with the team to ensure constant delivery of brand standards
- Day to day responsibility of running the shifts and ‘game plan’ in place
- Combined management of the Food and Beverage Department
Meetings, Groups and Events Sales and Operations
Mercure Aberdeen Caledonian
07.2015 - 04.2016
- Management of 3rd party websites through the appropriate systems
- Management of group rates and bookings
- Running of events and management of events team
- Forecasting and budget to ensure the property is functioning at maximum revenue potential
- Management of reports detailed and created by head office
- Assistance in the transition from Thistle to Hotel Collection and then to Mercure Hotels
- Creation of the Opera Sales and Catering system to reflect business requirements
- Creation of rate codes, group blocks and meetings and events blocks
- Management of leisure allocations
- Input any reservations taken by phone/web as appropriate
- Review, suggest and implement check out procedures in line with the no reception concept
Multi-Property Reservations Co-Ordinator
The Aberdeen Altens Hotel
04.2015 - 07.2015
- Input any reservations taken by phone/web as appropriate
- Management of reservations across three cluster hotel properties
- Block creation and management of allocations for corporate clients
- Ensure the properties overbooking limits are monitored
- Analyse competitor availability and rates to ensure best strategies in place
- Ensure all enquiries are logged and dealt with appropriately and accurately
- Cover of meetings and events across all three properties in the absence of the co-ordinators
Reservations, Events and Revenue Executive
The Carmelite, Aberdeen
12.2014 - 04.2015
- Input any reservations taken by phone/web as appropriate
- Management of 3rd party websites through the appropriate systems
- Set up and implement an out of hours procedure for opening and closing 3rd party websites
- Set and review rates in place – ensure all rate codes are revised and kept up to date
- Analyse competitor availability and rates to ensure best strategies in place
- Implement, monitor and develop the guest profiling history
- Ensure room revenue and occupancy forecasting procedures are in place and produce forecasts which provide effective management information meeting designated time lines
- Analysing business trends ensuring business strategy replicates the city demand
- Implement and carry out rooms revenue procedures in order to achieve and exceed budgeted yield premium
- Responsible for accurate tracing of all source of business segments and collection of relevant data
- Review front of house procedures and suggest adaptions for going 'reception less'
- Take the guest journey and suggest stage by stage the changes required to implement mobile check in
- Review, suggest and implement check out procedures in line with the no reception concept
Conference and Events Coordinator
The DoubleTree by Hilton, Aberdeen
10.2014 - 12.2014
- Ensure all enquiries are logged and dealt with appropriately and accurately
- Creation and management of conference and event packages
- Management of events such as weddings, retirement parties, engagement parties, etc..
- Ensuring they are delivered the best customer service from the point of sale to the event itself
- Contract and maintain all conference business from Corporate clients
- Ensure a high level of guest satisfaction is maintained
- General office administration
Reservations Administrator
The DoubleTree by Hilton, Aberdeen
01.2014 - 09.2014
- Input individual and group reservations
- Creation and management of rate codes and accommodation packages
- Management of peak business bookings (i.e., Offshore Europe, All Energy)
- Ensure overbooking levels are not breached
- Contract and maintain all group business from Corporate to Leisure guests
- Ensure a high level of guest satisfaction is maintained
- General office administration
Reservations, Groups & Conference Administrator
The Caledonian by Thistle, Aberdeen
02.2012 - 12.2013
- Input individual and groups reservations to the Opera booking system
- Ensure overbooking levels of the hotel are not breached
- Maintain third party sites and agents ensuring overbooking is not breached, whilst maintaining a high occupancy level
- Ensure the reception team are passed detailed and correct booker information in terms of special requests, VIPs and room allocations
- Implementation of strategies during busy city periods (ie, Offshore Europe, All Energy)
- Contract and maintain all group business from Corporate to Leisure guests
- Support of the Meetings and Events department in the absence of a Sales Manager
- Ensure a high level of guest satisfaction is maintained
- General office administration
Receptionist
The Caledonian by Thistle, Aberdeen
09.2011 - 01.2012
- Meet and greet of corporate and leisure guests to the hotel
- Ensure company brand standards are adhered to during checking in and out procedures
- Preparing invoices, processing payments and end of shift banking
- Liaise with the Food and Beverage department regarding restaurant bookings and room service arrangements
- Ensure a high level of guest satisfaction is maintained
- General office administration
Receptionist
Hotel Balcon de Competa, Malaga
03.2011 - 08.2011
- Input reservations and manage guests details
- Producing daily reports detailing in house guests for other departments
- Preparing invoices and processing payments
- Timesheet management and assisted with payroll alongside line manager
- General office administration
Private Tutor & Translator
Competa, Malaga
10.2010 - 02.2011
- Tutoring a variety of English and Spanish children to improve their school grades
- Translation for business meetings, for tourists visiting the doctor and police stations
Waitress
La Bella Italia, Malaga
06.2010 - 09.2010
Sales Assistant
La Bella Rose, Muscat, Oman
10.2009 - 05.2010
Shop Assistant
La Esquina de Concha, Malaga
09.2006 - 05.2007
Education
Distance Learning - Level 3 Psychology
12.2010 - 2 2010
Front of House Reception (SCVQ5) - undefined
Modern Apprenticeship
11.2009 - 12 2009
IGCSEs - undefined
ABA an IB World School
08.2006 - 6 2007
Standard Grade Spanish - undefined
Portlethen Academy
08.2005 - 8 2006
Secondary Education - undefined
IES El Almijar
Competa, Malaga 08.2003 - 6 2005
Skills
- Working knowledge of Outlook
- Working knowledge of Excel
- Working knowledge of PowerPoint
- Working knowledge of Word
- High level of people skills
- Advanced knowledge of multiple hotel/restaurant/retail operating systems
- Quality assurance
- Brand development
- Competitor analysis
- Customer relationship management
- Technology integration
- Crisis mitigation
- Sales forecasting
- Efficiency optimisation
- Policy formulation
- Operation streamlining
- Staff performance evaluation
- Recruitment and retention strategy
- Effective delegation
- Internal communication
- Diverse team leadership
- Resilience under pressure
- Profit maximisation
- Ethical decision making
- Decision-Making authority
- Financial management
- Strategic planning
- Budget control
- Customer Service
- Business administration
- Employee management
- Contract management
- Operations management
- Entrepreneurial mindset
- Mentoring and training
- Recruiting and interviewing
- Adaptive leadership
- Strategic thinking
Additional Information
During my time in the Middle East, I took part in a charity organisation where I met children from a local orphanage once a week for 2 hours to teach English and various sporting activities., In my spare time during High School, I volunteered in the Kindergarten and used my days off to take part in work experience as an assistant teacher.
Languages
English
Native
Spanish
Fluent
References
References available upon request.
Timeline
Managing Director
Yatai Izakaya
07.2016 - 01.2019
Guest Relations Manager
Mercure Aberdeen Caledonian
04.2016 - 07.2016
Meetings, Groups and Events Sales and Operations
Mercure Aberdeen Caledonian
07.2015 - 04.2016
Multi-Property Reservations Co-Ordinator
The Aberdeen Altens Hotel
04.2015 - 07.2015
Reservations, Events and Revenue Executive
The Carmelite, Aberdeen
12.2014 - 04.2015
Conference and Events Coordinator
The DoubleTree by Hilton, Aberdeen
10.2014 - 12.2014
Reservations Administrator
The DoubleTree by Hilton, Aberdeen
01.2014 - 09.2014
Reservations, Groups & Conference Administrator
The Caledonian by Thistle, Aberdeen
02.2012 - 12.2013
Receptionist
The Caledonian by Thistle, Aberdeen
09.2011 - 01.2012
Receptionist
Hotel Balcon de Competa, Malaga
03.2011 - 08.2011
Distance Learning - Level 3 Psychology
12.2010 - 2 2010
Private Tutor & Translator
Competa, Malaga
10.2010 - 02.2011
Waitress
La Bella Italia, Malaga
06.2010 - 09.2010
Front of House Reception (SCVQ5) - undefined
Modern Apprenticeship
11.2009 - 12 2009
Sales Assistant
La Bella Rose, Muscat, Oman
10.2009 - 05.2010
Shop Assistant
La Esquina de Concha, Malaga
09.2006 - 05.2007
IGCSEs - undefined
ABA an IB World School
08.2006 - 6 2007
Standard Grade Spanish - undefined
Portlethen Academy
08.2005 - 8 2006
Secondary Education - undefined
IES El Almijar
08.2003 - 6 2005
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