Renata Milekovic
London, United Kingdom
Summary
Experienced Front of House Manager with proven expertise in healthcare operations, people leadership, budget management and service delivery. Currently leading a diverse Front of House team at Cleveland Clinic London. Positive and adaptable leader focused on team development, service excellence, operational efficiency and continuous improvement.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
1
1
Certification
4
4
Languages
Work history
Front of House Manager
Cleveland Clinic London
London, United Kingdom
06.2026 - Current
- Managing £950K annual Front of House budget, overseeing financial reporting and resource allocation to maintain cost control and service efficiency.
- Leading workforce planning and rosters for a 30-member team, balancing patient demand, staffing levels and operational efficiency.
- Overseeing 10+ supplier contracts, monitoring SLAs and driving improvements across patient-facing services.
- Delivering £300K cost savings and 32% efficiency improvement through process optimization, resource planning and budget control.
- Performing as Head of Patient Support Services during management absence, leading 100+ staff across 3 departments and ensuring uninterrupted service delivery.
Front of House Supervisor
Cleveland Clinic London
London, United Kingdom
01.2021 - 06.2026
- Post-opening phase March 2022 – present
- Optimized patient welcome process and personalized greetings, reducing wait times by 20% and improving feedback
- Implemented handover protocols, improving communication by 30%
- Coordinated with medical and administrative teams ensuring smooth operations during peak times
- Stepped in as acting Front of House Manager during periods of absence, ensuring continuity of leadership and smooth daily operations
- Pre-opening phase April 2021 – March 2022
- Ensured compliance with JCI standards during hospital launch by aligning Front of House protocols with international quality and safety requirements
- Developed SOPs for reception, visitor management, and customer service
- Recruited, trained and led a diverse team of 30 Front of House members ahead of opening
- Collaborated with IT and administration teams to implement patient management systems
- Oversaw setup of reception areas, signage, and patient flow logistics
- Coordinated with clinical, security, and housekeeping for operational readiness
- Launched service excellence initiatives, including greeting protocols and concierge support
- Maintained audit-ready front desk practices from day one
Events Manager
St Pancras Renaissance London
London, United Kingdom
01.2019 - 01.2021
- Managed and coordinated over 50 high-profile conferences, weddings, and corporate events, driving a significant increase in customer satisfaction, achieving event objectives within budget and timeline constraints
- Developed strong relationships with clients, resulting in repeat business and a 25% increase in referrals and event bookings year-over-year
- Successfully managed last-minute event changes, ensuring seamless transitions during unexpected crises (e.g., weather-related issues or AV malfunctions), leading to continued client trust and satisfaction
Conference & Events Manager
Yas Viceroy Abu Dhabi
Abu Dhabi, United Arab Emirates
01.2015 - 01.2019
- Led a team in preparation of Formula 1 Grand Prix Abu Dhabi VIP corporate lounges, increasing event attendance by 10% year over year
- Managed and executed high-profile events with over 500 attendees, ensuring smooth logistics and flawless guest experiences
- Increased event-related revenue by 20% through strategic upselling of additional services (catering, audio visual equipment and event packages)
Education
MBA in Hospitality Management -
University of Rijeka
Rijeka, Croatia 01.2002 - 01.2006
Skills
- Leadership & Team Management
- Workforce Planning & Time Management
- Budget Management & Cost Control
- Effective Communication & Emotional Intelligence
- Contract & Supplier Management
- Problem Solving & Critical Thinking
- Process Improvement & Operational Efficiency
Key achievements
- Successfully led Front of House operations during hospital opening
- Managed high-pressure opening operations with zero critical incidents
- Led a 3-day Customer Service training programme across departments
- Delivered operational efficiencies through workforce planning
- Acted as Head of Patient Support Services
Certification
- 2024 Principles of Customer Service
- 2023 Leader Skills Passport
- 2021 Fundamentals of Digital Marketing
- 2019 Ownership Award in recognition to extraordinary leadership performance
Language
Croatian
Native
English
Proficient (C2)
Italian
Fluent
Arabic
Elementary
Timeline
Front of House Manager
Cleveland Clinic London
06.2026 - Current
Front of House Supervisor
Cleveland Clinic London
01.2021 - 06.2026
Events Manager
St Pancras Renaissance London
01.2019 - 01.2021
Conference & Events Manager
Yas Viceroy Abu Dhabi
01.2015 - 01.2019
MBA in Hospitality Management -
University of Rijeka
01.2002 - 01.2006