Sandra Lehner

• Oversee all aspects of Front of House operations of the Original Marriott, including Front Desk,
  Guest Relations, At Your Service and Concierge

• Led the Front of House Team through an extensive 4 month Lobby Refurbishment and continue to drive the hotel's new vision and deliver on the set out promises, trainings and elevated service expectations

• Oversee all aspects of Front Office operations of this dual Branded Marriott Property, including Front Desk, Guest Relations, At Your Service, Concierge and Executive Lounge
• Develop and implement strategies to drive revenue growth and improve guest satisfaction scores
• Lead and mentor a team of managers and supervisors, fostering a culture of excellence and continuous improvement
• Oversee the P&L and compare budgeted versus actual results, coaching direct reports to address problem areas
• Ensure compliance with Marriott International brand standards and local regulations
• Promote Brand Loyalty Scheme to boost repeat bookings and successfully established a driven Marriott Bonvoy Committee with a Total Hotel Approach mind set
• Maximize Front Office efficiencies by producing well-structured, comprehensive training manuals – Front Office Learning Academy
• Manage train and develop Front Office associate to consistently exceeding individual performance KPIs.

Promoted to Assistant Front of House Manager (Dual Property Role) for Park Plaza Riverbank and Plaza on the River (5 * Property) in Feb 2019

• Oversee daily FO Operations and implement new service standards to improve guest satisfaction, including the retraining of the team at Plaza on the River to deliver 5 star service
• Responsible for supervising the work of my direct reports, maintaining their motivation levels, and providing coaching to encourage higher levels of performance
• Assist FOHM with projects necessary to run the department
• Cover Duty Manager and Executive Weekend Cover shifts when scheduled or required

• Supervise Meet & Greet, Switchboard, Meeting Room, internal Post Office, Couriers and Taxi-organising service
• Coach individuals in the team to build a high performing team to meet client needs, supporting colleagues and New Starters through their probation periods
• Produce monthly statistics and ad-hoc reports on service usage and service issues to ensure that the client receives appropriate information in an accurate and timely manner

• Lead Operations Management of a minimum of 400 check-in and check-outs daily; peak days this increases to 750+ and at least twice monthly, this surges to 1000+
• Manager on Duty for the property which includes 14 F&B Outlets while simultaneously in charge of Operations Management for Front Office - dealing with various guest complaints as well as unexpected issues
• Ensure Departmental Goals are met by monitoring scores on a regular basis and implementing changes
• Oversee and manage the training of the current and new associates which directly and positively impacted the Guest Voice Scores
• In charge of the Front office Rotas/schedules and implementing an efficient tracking system of improving the rosters which resulted in improving AES scores year on year

• Deal with various guest challenges as well as unexpected issues such as System Outages, Medical Emergencies etc.
• Assist AFOM and FOM with their daily tasks and covering their duties in their absence; provide support and assistance in reaching our Departmental Goals
• Departmental Trainer for various Marriott systems such as Marsha, Opera as well as conduct Induction Training for new starters
• Balance Daily Inventory, manage overbooking situations and successfully conduct ISRA and Brand Standard Audits