Summary
Overview
Work history
Education
Skills
Websites
Timeline
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Ruben Santos

London,United Kingdom

Summary

Seasoned professional in hospitality management with almost a decade of expertise, passionate in front-of-house operations. Known for providing exceptional customer service and fostering positive guest experiences. Bringing the best of teams through training, scheduling, and workflow coordination to maximise operational efficiency and ensure seamless service delivery.

Overview

10
10
years of professional experience

Work history

Assistant Front of House Manager

Radisson Blu Hotel, London Bloomsbury - Axiom
London
11.2024 - 07.2025
  • Internal transfer at the request of the Senior Leadership Team to support Hotel during shortage of staff
  • Streamlined front desk operations to improve efficiency.
  • Recruited and trained high-performing team members to deliver faultless customer care.
  • Conducted training sessions for new staff members, enhancing their skill set.
  • Planned staff rotas to meet customer demand whilst remaining under budget.
  • Coordinated optimal guest relations from initial contact through final check-out to boost satisfaction and brand loyalty.

Reception Manager

Radisson Blu Hotel, London Bond Street - Axiom
London, United Kingdom
11.2022 - 11.2024
  • Previous EDWARDIAN Hotels portfolio sold to AXIOM in April 2022
  • Provided excellent customer service for repeat business from guests.
  • Established efficient communication channels with other hotel departments, improving operational flow.
  • Trained new reception staff members, ensuring high standards of customer service.
  • Improved client satisfaction by resolving complaints promptly and efficiently.
  • Handled emergencies adeptly whilst maintaining calm composure.
  • Reviewed staff performance by analysing KPI data and conducting appraisals.

Promotion - Front of House Operations Support

The May Fair Hotel
London, United Kingdom
02.2022 - 12.2023
  • 5-star hotel in the prestigious Mayfair area, part of Edwardian Hotels London
  • Acted as the key liaison between the Front of House team, Team Leaders, and senior Management, ensuring smooth daily operations.
  • Delivered a professional and personalised guest arrival experience, with a strong focus on identifying VIPs, loyal guests, and potential commercial opportunities.
  • Oversaw group room bookings in close coordination with the Revenue Team, managing high-value accounts — including one generating over £1.5 million in revenue.
  • Took ownership of departmental financial compliance, working closely with the Front Office Manager to monitor paymasters and open folios, guaranteeing revenue protection and accurate billing.
  • Identified operational gaps and led targeted training sessions, using real-case scenarios to coach the team on best practices and prevent recurring errors.
  • Supported a culture of accountability and service excellence through ongoing development and mentoring of team members.

Team Leader - Front of House

The May Fair Hotel
London, United Kingdom
12.2021 - 12.2023
  • Acted as the first point of contact for team support during shifts, providing on-the-spot guidance and operational leadership.
  • Led and motivated a team of up to 18 Front of House staff across varied shift patterns, ensuring consistent service delivery.
  • Assigned daily tasks and monitored completion to maintain smooth operations and alignment with service priorities.
  • Oversaw guest check-ins and check-outs, ensuring adherence to brand standards and operational procedures (GAP standards).
  • Handled guest complaints with professionalism, proactively resolving issues to ensure satisfaction and build guest loyalty.
  • Distributed daily performance targets across the team, including Radisson Rewards enrolments, breakfast upselling, and room upgrade conversion.
  • Monitored progress against targets, offering coaching and support to improve individual and team performance.

Receptionist

Point A Hotels
London, United Kingdom
03.2021 - 12.2021
  • Managed guest check-ins and check-outs efficiently at the hotel focused on short stays.
  • Provided support during night shifts as a Night Auditor, balancing guest services with financial auditing tasks.
  • Assisted with morning operations, including the preparation and distribution of takeaway breakfast for guests.
  • Ensured smooth communication between departments to maintain high guest satisfaction during a post-pandemic reopening period.

Front Desk Receptionist

Holiday Inn London Whitechapel
London, United Kingdom
09.2017 - 11.2020
  • Exceptional 4-star hotel managed by IHG, very well located in the heart of London just minutes away from Liverpool street the City and Brick lane, recently with a refurbished open lobby designed.
  • Performed normal reception duties on top of Duty Manager and Night Manager shifts.
  • Handled customer complaints professionally, ensuring satisfactory resolution.
  • Assist in managing the Hotel during the pandemic for Homeless guests and NHS Staff.

Front Office Receptionist

America Diamond´s Hotel
Lisbon, Portugal
10.2015 - 09.2017

Food And Beverage Assistant

Jupiter Hotel Group - Lisbon & Algarve
Lisbon, Portugal
07.2015 - 10.2015
  • Collaborated effectively with kitchen staff for expedited order delivery.
  • Demonstrated exceptional customer service by promptly attending to diner's needs.
  • Prioritised tasks during peak hours to ensure smooth operations.

Education

London Metropolitan University

NVQ Level 5 - Tourism

Secondary school - Santo Andre
Barreiro, Portugal

Skills

  • Bilingual
  • Luxury brand familiarity
  • Customer relationship management
  • Team Leadership
  • Critical-thinking

Timeline

Assistant Front of House Manager

Radisson Blu Hotel, London Bloomsbury - Axiom
11.2024 - 07.2025

Reception Manager

Radisson Blu Hotel, London Bond Street - Axiom
11.2022 - 11.2024

Promotion - Front of House Operations Support

The May Fair Hotel
02.2022 - 12.2023

Team Leader - Front of House

The May Fair Hotel
12.2021 - 12.2023

Receptionist

Point A Hotels
03.2021 - 12.2021

Front Desk Receptionist

Holiday Inn London Whitechapel
09.2017 - 11.2020

Front Office Receptionist

America Diamond´s Hotel
10.2015 - 09.2017

Food And Beverage Assistant

Jupiter Hotel Group - Lisbon & Algarve
07.2015 - 10.2015

London Metropolitan University

NVQ Level 5 - Tourism

Secondary school - Santo Andre

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