Roxana Andrada BUBOI
Wembley,London
Summary
Decisive Service Delivery Manager competent in monitoring progress, tracking KPIs and managing budgets. Demonstrated history in building strong relationships with teams and stakeholders to enable dialogue between departments. Consistently leads both physical and virtual teams in achieving company goals.
Overview
9
9
years of professional experience
Work history
Service Delivery Manager
London Metropolitan University
10.2022 - Current
- Department: Estates | Industry: Educational Services
- Lead the day-to-day management of the Venue & Front of House team, supporting the Venue Manager in ensuring that all our activities are delivered to a high standard
- To work closely with the Events Manager to ensure all Internal & Commercial Events are delivered to a high standard and in line with standard operating procedures
- To develop standard operating procedures where these are absent
- To take an active role in ensuring the Health & Safety management of our activities and spaces is suitable and in line with university policies
- To manage internal Hospitality operations via the Venue Manager, including permanent and casual staff, the hospitality system, and external/contractor suppliers
- Work closely with the main catering services contractor and be the lead on the management of this contract
- Support and assist in the planning and organisation of events
- Work closely with the Estates Business Partner to provide a main point of co-ordination for schools/departments to report any specific reception and Hospitality needs such as ad-hoc events/activities or special visitors
- Support the Venue Manager and Bar & Hospitality Manager in the administration of the bar including stock ordering, delivery process, stock control etc
- Ensure standard operating procedures are in place and adhered to
- Ensure the EPOS system is suitable and being used inline with university financial protocols
- Ensure all relevant Health & Safety requirements are met and maintained including food hygiene standards
- Undertake Duty Management of events as part of a rota
- Oversee Rota management of Front of House Assistants by the Front of House Team Leaders via the
- Venue Manager
- Oversee the Venue Manager to maintain a pool of casual staff across all areas, and work with temporary staff agencies as required
- Line management responsibility for the Venue Manager, and support the Venue Manager in the line management of their large permanent and casual teams: including appraisal, development and objective setting, performance, instruction, guidance and support, grievance and disciplinary procedures, recruitment and induction;
- Ensure rotas are being managed by the team in order to ensure optimum staffing of reception, venue and events in the most efficient manner
- Work flexibly to manage services and events over seven days per week
- Work collaboratively with the catering service contractor ensuring that they have access to the services they require, and that our requirements for hospitality are communicated in a timely manner
- Audit catering services periodically with the Events and Hospitality Services Manager, and check that hospitality services are being provided to the standard required
- Liaise and work collaboratively with other Estates teams including security, cleaning, porters and maintenance
- Monitor financial performance with the Venue Manager and report to the Events & Hospitality Services
- Manager weekly on Venue budgets
- Work closely with the Business Services Team to ensure feedback is collected, analysed and acted upon
- To use feedback data to actively improve services and provide updates to the Estates Business
- Partner in order to close the feedback loop with staff and students.
Front of House Manager
London Metropolitan University
10.2021 - 09.2022
- Estates | Industry: Educational Services
- Line management responsibility for the team of Front of House Assistants including appraisal, development and objective setting, performance, instruction, guidance and support, grievance and disciplinary procedures, recruitment and induction;
- Supervise and direct casual staff involved in events and hospitality services, including their training and induction; manage staff rotas to cover operating hours
- Work collaboratively with the Events Manager and their team to ensure smooth delivery of bar and reception services at events
- Manage staff rotas to ensure optimum staffing of reception and events
- Work flexibly to manage services and events over seven days per week
- Liaise and work collaboratively with other Estates teams including security, cleaning, porters and maintenance.
Rooms Division Manager
Accor Invest, Mercure, Bridge
London
07.2021 - 09.2021
- Department: Tourism / Hotel staff | Industry: Tourism
- Supervised everyday functions of Rooms, Front Office, Guest Services and Night Audit
- Increased service scores at check-in from 77% to 91% and at check-out from 78% to 87% within a three-month time period
- Ensured complete guest satisfaction by contacting "at risk" guests to resolve any disputes or complaints in a timely manner
- Identified specific Priority Club Rewards guests and provided incentives for guest loyalty
- Reviewed financial activity on a daily, weekly and monthly basis
- Championed the introduction of Departmental Payroll practices, and Heath & Co
- Labor Management Systems
- Mended existing and created new partnerships with key operational vendors resulting in an enhanced room product
- Completed all-encompassing training of a Front Office Manager and two Housekeeping Management transfers
- Monitored the cleanliness standards of areas serviced by the housekeeping department to include guest rooms and public spaces
- Served as hotel administrator for all property management system (Opera) needs
- Implemented safety program and served as property safety leader
- Ensured a consistent practice of reservation operations allowing for maximization of all house space.
Front Office Manager
HEB Commercial Ltd
Wembley
06.2019 - 07.2021
- Tourism / Hotel staff | Industry: Tourism
- Financial Performance (Up selling, Room Revenue, Operation Auditing)
- Showing Initiative, Problem Solving, Staff Training, Team Leading and Development of each individual
- Managing and motivate the Front Office team in order to provide a high standard of service for customers
- Welcoming guests and fosters customer loyalty with ALL Membership
- Developing high quality relationships with guests throughout their stay
- Handling any guest complaints or contentious issues that cannot be settled directly by team members and providing a fast solution
- Overseeing and supervising guest arrivals and departures with the front office executive and duty managers
- Providing high level of customer service and maintain a high profile in the day-to-day front office operations
- Ensure that personalized service is offered to each and every guest
- Monitor all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
- Review arrival list for all arrivals and VIPs to check room allocations, amenities and special requests
- Integrating and training employees, providing support for skills development
- Ensures that the workplace remains clean and tidy
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
- Managing the departmental budget and P&L
- Processing all the Front Office orders and invoices through DFM
- Identifying and analysing Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence
- Dealing with all IT issues
Front Office Manager
FAB INDUSTRY SRL, Arad
01.2018 - 06.2019
- Ibis Styles hotel
- Department: Tourism / Hotel staff | Industry: Tourism
- Coordination of specific reception activities
- Lead the team to ensure a proper reception of customers in the hotel
- Assigned duties and shifts to workers
- Coaching and counselling employees to ensure adherences to hotel policies, standards and procedures
- Recruiting, managed, trained and developed the front office team
- Analysed, investigated and resolved guest complaints
- Selling the accommodation product according to customer requirements and following making work more efficient
- Checking payments
- Coordination of customer satisfaction activities: provision of services, solving complaints and private situations
- Selection of staff required for the proper conduct of reception activities
- Determining the tasks of each member of the team;
- Establishing the objectives of the receiving compartment and the role of each member
- All other duties as assigned by the General Manager
Reservation agent
FAB INDUSTRY SRL, Arad
10.2017 - 01.2018
- Ibis Styles hotel
- Department: Tourism / Hotel staff | Industry: Tourism
- Responsible for the organisation and quality of the room sales service by maximising the occupancy rate and the average rate per room
- Responsible for ensuring that all duties are carried out in accordance with ibis standards and legal requirements
- Establishing excellent relations with all customers, playing an active role in ensuring customers' loyalty
- Maximising turnover of the department based on the occupancy rate and the average price of the rooms
- Checking invoicing of "no-shows" and cancellations
- Dealing with individual bookings, by phone, email or face to face
- Informing the rest of departments about special requests
- Taking reservations and enquiries for leisure and business groups.
Events Manager
MILENIUM D&D 1984 SRL
09.2015 - 03.2017
- Alimentation | Industry: Services
- Booked events for different venues
- Coordinate with various vendors to ensure minimum costs for maximum profitability
- Implements job assignments and communicates event timeline with kitchen staff
- Stages venues according to scheduled events including, but not limited to weddings and business conferences
- Manages problems if they should arise and anticipates client's desires from knowing their wishes
SRL
07.2014 - 08.2015
- Year and 1 month
- Maitre' D
- MILENIUM D&D 1984, Department: Alimentation | Industry: Services
- Demonstrated genuine hospitality and service by welcoming and seating guests in a timely manner
- Directed and delegated tasks to team members in order to ensure that the guests have a high quality dining experience
- Routinely supported other areas of the restaurant such as taking food and beverage orders, answering telephones, and completing financial transactions.
Education
Master's degree - Strategies and Management Policies
Aurel Vlaicu University of Arad
2017
Bachelor's degree - Accounting and Management Information Systems
Aurel Vlaicu University of Arad
2015
Bachelor's degree - Accounting systems
Instituto Miguel Torga
2014
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Santana Technology High School
2012
Languages
English
Fluent
Romanian
Native
Spanish
Upper intermediate
Timeline
Service Delivery Manager
London Metropolitan University
10.2022 - Current
Front of House Manager
London Metropolitan University
10.2021 - 09.2022
Rooms Division Manager
Accor Invest, Mercure, Bridge
07.2021 - 09.2021
Front Office Manager
HEB Commercial Ltd
06.2019 - 07.2021
Front Office Manager
FAB INDUSTRY SRL, Arad
01.2018 - 06.2019
Reservation agent
FAB INDUSTRY SRL, Arad
10.2017 - 01.2018
Events Manager
MILENIUM D&D 1984 SRL
09.2015 - 03.2017
SRL
07.2014 - 08.2015
Master's degree - Strategies and Management Policies
Aurel Vlaicu University of Arad
Bachelor's degree - Accounting and Management Information Systems
Aurel Vlaicu University of Arad
Bachelor's degree - Accounting systems
Instituto Miguel Torga
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Santana Technology High School
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