Olivia Stephenson

Following my promotion onto Leonardo Hotels' Insights Management Development Programme, I undertook comprehensive management training before independently managing Duty Manager shifts from January 2026.

• Managed the day-to-day operation of a busy four-star hotel, overseeing all departments.
• Independently led hotel operations, making operational decisions and ensuring exceptional guest service.
• Resolved guest complaints using effective service recovery techniques.
• Supported and supervised Reception, Housekeeping, Food & Beverage, Kitchen and Maintenance teams.
• Completed full training in the hotel's Night Audit process and regularly carried out overnight financial and operational procedures.
• Assisted with staff coaching, shift planning and operational support.
• Worked closely with senior management to maintain high service standards and operational efficiency.

• Delivered exceptional food and beverage service across restaurant, bar, room service and conference operations.
• Developed extensive cross-departmental experience by supporting Reception, Housekeeping, Kitchen and Night Porter operations when required.
• Became fully trained across multiple hotel departments, enabling flexible operational support during busy periods.
• Built strong relationships with guests, consistently delivering high levels of customer satisfaction.
• Assisted with conferences and events.
• Supported the training and development of new team members.

• Delivered professional customer service during conferences, weddings and private events.
• Prepared function rooms to a consistently high standard.
• Worked efficiently as part of a team within a fast-paced events environment.
• Maintained exceptional guest service throughout all events.