Shane O'Hanlon
London,UK
Summary
Hospitality professional with nearly 20 years of experience in the hotel industry and corporate services, focusing on guest experience, events, and concierge services. Proven ability to manage guest inquiries and complaints effectively, ensuring high satisfaction levels. Experienced in administrative and program management tasks, with a strong track record in KPI management and achieving financial targets. Committed to delivering exceptional service through effective communication and organizational skills.
Overview
13
13
years of professional experience
14
14
years of post-secondary education
Work history
Head of Guest Experience and Events NBCU
Circles UK and Ireland
London
2024.12 - Current
- Managed daily operations across three sites, ensuring seamless front-of-house and events execution.
- Rewrote departmental SOPs and KPIs to accurately reflect multi-site operations across 3 sites.
- Generated weekly, monthly, and quarterly reports for senior stakeholders at NBCU.
- Drove initiatives in one-click services and service excellence to enhance client performance visibility.
- Implemented new technologies to optimise operations and enrich guest experiences, showing new data with over 10,000 one clicks per month.
- Oversaw budgeting and resource allocation for events, maximising efficiency for £1,000,000 contract.
- Cultivated relationships with external vendors, securing high-quality event services.
- Analysed guest feedback to uncover improvement opportunities and elevate service delivery.
Deputy Head of Guest Experience and GLT Concierge
Circles UK and Ireland
London
2024.04 - 2024.12
- Managed employee journey from initiation to completion.
- Monitored daily operations, addressing client issues proactively to preserve guest experience.
- Implemented innovative service standards, significantly enhancing satisfaction for all GSK HQ employees.
- Delivered exceptional guest service and concierge support for Global Leadership, handling over 350 requests monthly.
- Established Concierge SOPs to ensure department maintained world-class service standards, which led to achieving a multi-million pound global expansion.
- Drove NPS score to achieve highest results company-wide at 96%.
- Led initiatives for tailored experiences and personalised service to enhance guest satisfaction.
- Collaborated with cross-functional teams to devise strategies for improving guest experience.
Head of Onsite Concierge and Head of Quality assurance
Circles UK and Ireland
London
2022.01 - 2024.04
- Managed onsite Concierge services across UK, including sites like Dyson and Quilter and drove request numbers from hundreds to thoudands.
- Ensured adherence to service levels while identifying expansion opportunities and upselling.
- Handled stakeholder management for seamless operations across all locations.
- Conducted quality assurance for 18 onsite and digital teams, providing development plans as necessary.
- Facilitated new account setups and implementation plans from KPI's to SLA's.
- Guided team leaders in their professional growth and strategic goal alignment.
International Concierge Team Leader at Kirkland & Ellis LLP
Circles UK and Ireland
London
2019.10 - 2022.01
- Oversaw onsite operations across London, Paris, and Munich.
- Ensured quality assurance for all international requests, including Europe, Asia and South America.
- Facilitated training for new team leaders company-wide, most recently in India.
- Mentored team members on best practices in client engagement and conflict resolution strategies.
- Coordinated travel arrangements and accommodations for over 20 high-profile clients to ensure seamless experiences.
- Managed relationships with over 30 external vendors to ensure seamless service provision.
- Led international concierge team to deliver exceptional client service across multiple locations.
- Developed and implemented standard operating procedures to enhance efficiency and service quality.
Workplace Experience Manager
Kirkland & Ellis LLP
London
2019.01 - 2019.10
- Responsible for helping develop and grow the International Concierge programme with Kirkland and Ellis, growing by over 500%.
- Managing all requests for international market, including London, Hong Kong, Paris and Munich
- Building relationships with high end restaurants, retail and other areas, to enhance member experience
- Led strategic initiatives aimed at optimising workplace operations and improving overall efficiency.
- Managed vendor relationships to ensure quality services and products were consistently delivered to support workplace needs.
- Facilitated training sessions for staff on workplace policies and best practices to promote positive organisational culture.
- Researched and introduced new technologies to streamline workplace processes and enhance employee productivity.
Head Concierge
The Chelsea Harbour Hotel
London
2018.09 - 2019.02
- Company Overview: (London, UK)
- Responsible for all requirements of Chelsea FC team, who stayed there for every home match
- Assisting HNWI's with private tours, sourcing VIP hospitality and tickets at short notice
- Securing highly sought after restaurant bookings at any time requested, reaching over 100 per month
- Attending management meetings
- (London, UK)
- Led daily operations of concierge team ensuring exceptional guest experiences.
- Coordinated transportation arrangements and special requests for high-profile guests.
- Managed relationships with local businesses to provide exclusive services for guests.
- Oversaw training and development of new concierge staff enhancing overall service quality.
Concierge / Guest Experience
The Mondrian Hotel
London
2018.03 - 2018.09
- Company Overview: (London, UK)
- Responsible for running of both guest relations and concierge experience for all 359 rooms
- Providing recommendations, solutions and desirable bookings for HNWI's during high profile events - BAFTA's and Gumbo 3000
- Ensuring all teams were fully briefed of any incoming VIP's and any special requests they may have
- (London, UK)
- Delivered exceptional guest experiences by anticipating needs and addressing inquiries promptly.
- Coordinated with various departments to ensure seamless service and satisfaction for all guests.
- Managed check-in and check-out processes efficiently, ensuring smooth transitions for all guests.
- Assisted guests with special requests, ensuring personalised attention and memorable experiences.
Concierge
Jumeirah Carlton Tower
London
2016.06 - 2017.07
- Company Overview: (London, UK)
- Providing assistance to HNWIs including personal shopping, medical appointments; organising special events and occasions on request
- Instigated and prepared 'Weekend Events', an updatable information sheet to keep hotel FOH staff aware of latest events in the city
- Supervising doormen and luggage porters
- (London, UK)
- Coordinated reservations and special requests for dining, spa, and recreational activities.
- Assisted guests with transportation arrangements, including taxis and private transfers.
- Resolved guest complaints and concerns promptly to maintain high satisfaction levels.
- Collaborated with team members to implement new procedures for improved guest interactions.
W Insider
W Barcelona
Barcelona
2013.06 - 2014.07
- Company Overview: (Barcelona, Spain)
- Providing a 5 star concierge service for all VIP's along with arranging all VIP amenities for guests during their stay
- Inspecting all VIP rooms and liaising with all senior management when dealing with high profile guests
- (Barcelona, Spain)
- Developed innovative guest engagement strategies that enhanced overall visitor experience.
- Established strong relationships with guests to understand their preferences and needs.
- Implemented feedback mechanisms to continuously improve guest satisfaction levels.
Education
Honor's Degree of Business Studies - International Hotel Management
Shannon College of Hotel Management
Shannon, Ireland 2003.09 - 2017.03
Skills
- Salesforce
- Communication skills
- Problem-solving
- Calm under pressure
- Team building
- Leadership
- Public speaking
- Resourcefulness
- Strategic planning
- Upselling
- Quality Assurance
Languages
English
Native
Spanish
Advanced
Hobbies
Football,
Swimming,
Tennis,
Reading,
Music,
Volunteering
Timeline
Head of Guest Experience and Events NBCU
Circles UK and Ireland
2024.12 - Current
Deputy Head of Guest Experience and GLT Concierge
Circles UK and Ireland
2024.04 - 2024.12
Head of Onsite Concierge and Head of Quality assurance
Circles UK and Ireland
2022.01 - 2024.04
International Concierge Team Leader at Kirkland & Ellis LLP
Circles UK and Ireland
2019.10 - 2022.01
Workplace Experience Manager
Kirkland & Ellis LLP
2019.01 - 2019.10
Head Concierge
The Chelsea Harbour Hotel
2018.09 - 2019.02
Concierge / Guest Experience
The Mondrian Hotel
2018.03 - 2018.09
Concierge
Jumeirah Carlton Tower
2016.06 - 2017.07
W Insider
W Barcelona
2013.06 - 2014.07
Honor's Degree of Business Studies - International Hotel Management
Shannon College of Hotel Management
2003.09 - 2017.03