Ottavia Calamusa

• Recruit, train, and develop a high-performing team within the department, ensuring they have the necessary skills and knowledge to deliver exceptional service.

• Building and maintaining excellent relationships with both internal and external customers, liaising with other departments to ensure a seamless resident/ member experience is achieved

• Supporting the team to maximise their potential through training and development initiatives, coaching and mentoring – including training for hotel computer systems, operational service standards and processes

• Building, updating, and creating new standard operating procedures when required.

• Ensure the delivery of high-quality service that exceeds guest expectations and aligns with The Other House brand standards.

• Continuously innovate and enhance departmental offerings to stay competitive in the market and meet evolving guest and resident preferences

• Handling any resident’s issues and complaints, resolving them in a timely manner, and ensuring that the resident/member leaves The Other House happy - managing compensation according to the severity of the situation and the complaint where applicable

• Implement strategies to maximize revenue within the department, including upselling running cost-effective promotions.

• Prepare and manage departmental budgets, monitoring expenses and revenue streams to ensure profitability targets are met.

• Identify opportunities for cost savings and efficiency improvements while maintaining service quality standards.

• Analyse financial performance metrics and trends to identify areas for revenue growth and cost reduction.

• Assisting in preparing yearly operating budgets, capital expenditure and workforce planning budgets

• Full accountability for full P&L account, from Revenue down to Profit for the Front of House department

• Achieve financial targets through detailed and regular progress checks through monthly structured reviews

• Managing and Controlling (with support from Finance) departmental expenditure with regards to costs within agreed budgets

• Recognising opportunities to maximise revenue by up selling and encouraging the team to offer suitable additional items

• Ensuring that their own and their team’s operational deliverables (KPIs) are achieved and exceed where possible The Other House standard

• Monitor and analyze daily, weekly, and monthly KPIs (e.g., customer satisfaction scores, average transaction value, upsell success rate)
• Ensure scorecard targets are met or exceeded across all team metrics.
• Use data from scorecards and KPIs to drive decision-making and staff alignment.
• Support recruitment, training, and ongoing development of FOH staff.
• Schedule and coordinate team shifts, ensuring adequate coverage and productivity.
• Provide coaching and feedback to improve service and efficiency.
• Handle escalated customer concerns promptly and professionally.
• Oversee daily front of house operations, ensuring smooth and efficient service.
• Support initiatives to increase sales, such as upselling promotions, events, or loyalty programs.
• Prepare and present regular performance updates to senior management.

• Managed and motivated a team of 20+, fostering a collaborative and high-performance culture.
• Facilitated training sessions on product knowledge and customer service excellence for new staff.
• Streamlined operational processes through the introduction of new technologies, enhancing productivity.
• Analysed financial reports to identify trends, mitigate risks, and maximise profitability.
• Addressed and resolved customer complaints, turning dissatisfied customers into brand advocates.
• Conducted performance reviews, providing constructive feedback and setting achievable targets.
• Oversaw daily operations across multiple departments, enhancing overall efficiency and productivity.
• Employed outstanding communication and relationship-building abilities to lead by example in providing first-class customer care.
• Maintained positive, professional working environment to optimise staff and customer satisfaction.

• Schedule shifts, assist in training new employees, supervise Front Desk agents' tasks and operations, interact with guests and understand needs and necessities at all times, perform and complete all additional duties requested by Senior Management, ensure proper mail distribution, ensure appropriate customer service and relations between team members and guests, compose, prepare, review and distribute various documents useful for the agents and team, supervising employees, maintaining a positive work environment and ensuring that all customer needs are met, ensuring all functions are carried out in accordance with agreed procedures, protocols and time-scales, and reporting to the practice manager as necessary, processed customer bookings through Oracle Hospitality and prepared registration cards to ensure smooth check-in processes, managed and dealt with customer complaints by promptly resolving issues and offering helpful solutions, promoted additional hotel facilities and services to enhance customer experiences, maintained neat, presentable reception area through frequent cleaning and tidying, completed cash, credit card and foreign exchange transactions, reconciling at end of shift to balance register, offered guests local knowledge and information on dining, entertainment and sightseeing experiences

• Receiving visitors at the front desk by greeting, welcoming, directing and announcing them appropriately, answering screening and forwarding incoming phone calls, receiving and sorting daily mail, maintain a positive attitude and friendly demeanor, respond to all guest questions and requests, manage guest bookings and reservations, collecting transactions, completing data entry and keeping financial records, filing documents and maintaining records in a neat and orderly manner, issued room keys to guests when they checked in and answered questions regarding how to use them properly, contacted housekeeping services and maintenance personnel regarding problems with guest rooms, developed a vast knowledge of the local area to provide guests with information about dining options, arts and culture, sporting events, concerts and shows, informed travellers of hotel security features and offered details regarding safety processes and procedures

• Supporting the staff members at hand and make sure everything runs smoothly behind the scenes, assisting colleagues during the hiring process of new volunteers, writing daily reports, creating new content for social media platforms and sponsorship, supporting the operation team with daily tasks and researches of potential partner schools, taking part in meeting and activities with external organisation in order to make sure that the charity is financially stable, writing analysis for the operations in order to improve few aspects of the charity on a daily basis, looking for new figures who can sponsor the charity and its programmes, determined potential donors through research, raised awareness and attracted donors through marketing campaigns, developed projections for annual revenues, including donations, sales and grants to support cash flow management, raised funds by coordinating events, worked closely with senior leadership to establish funding objectives and devise workable development plans