Simon Hughes
Wallasey,Merseyside
Summary
Leader prioritising exceptional customer service and staff management. Strategic coordinator committed to enhancing guest experiences. Flexible professional confident navigating challenges in busy environments.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Night Manager
Leonardo Hotels
Liverpool, Merseyside
2022.12 - Current
- Managed booking reservations accurately avoiding overbooking complications or discrepancies upon guest arrival.
- Implemented fire safety guidelines effectively reducing risk potential during nightly operations.
- Conducted regular walk-through inspections to maintain proper upkeep of facilities throughout the night.
- Ensured smooth operation of hotel overnight by managing front desk, assisting guests and addressing concerns.
- Facilitated check-ins and outs smoothly even during peak hours, guaranteeing guest satisfaction and repeat business.
- Upheld company policies whilst dealing with any disturbances or issues that arose during the night shift.
- Maintained health and safety standards for secure environment by overseeing nightly cleaning and maintenance tasks.
- Balanced cash drawers at end of shift ensuring financial accuracy upon handover to morning shift team.
- Assisted guests with luggage or transportation requirements promoting a welcoming atmosphere within the hotel premises.
- Supervised night staff, fostering team spirit and high morale amongst employees.
- Handled financial transactions for accuracy in end-of-day reporting to ensure a seamless transition to day shift.
- Executed administrative duties including report preparation, invoice processing and inventory management for operational efficiency.
- Ensured timely room services deliveries maintaining high standards of hospitality even during late-night hours.
- Improved guest satisfaction with timely problem resolution, effective communication skills and professional demeanour.
- Responded promptly to emergency situations maintaining calm under pressure whilst following established protocols.
- Handled complaints professionally turning dissatisfied customers into loyal patrons through excellent problem-solving skills.
- Led employees during night shifts to deliver outstanding customer service and comply with quality standards.
- Scheduled night staff and coordinated workflow to foster adequate shift coverage and seamless operations.
- Maintained safe and secure environment by monitoring signs of disruptive behaviour.
Night Guest Services Manager
Holiday Inn Express
Hoylake, Merseyside
2020.08 - 2022.12
- Trained staff on customer service protocols, led to improved team performance.
- Introduced innovative ideas into VIP services to provide exclusive experiences.
- Collaborated with the team to ensure smooth daily operations.
- Enhanced guest satisfaction by implementing new customer service strategies.
- Maintained updated knowledge of local events, provided accurate information to guests.
- Implemented efficient payment systems, streamlined billing process.
- Assisted in organising special events at the hotel which added value for the guests.
- Collaborated with other departments to maintain seamless hotel operations.
- Fostered a welcoming atmosphere by providing exceptional customer service.
- Managed guest inquiries with promptness and professionalism.
Executive officer
Home Office
Liverpool, Merseyside
2019.01 - 2020.08
- Prioritised tasks effectively, improving overall productivity levels.
- Solved complex problems promptly whilst under pressure.
- Bolstered staff morale through the implementation of team-building activities.
- Liaised regularly with stakeholders, maintaining strong relationships.
- Prioritised tasks effectively during peak periods, maintaining productivity under pressure.
- Collaborated with colleagues on complex cases, pooling expertise for optimal solutions.
- Maintained up-to-date knowledge on immigration laws, providing reliable advice to clients.
- Contributed to team meetings by sharing insights from personal caseloads.
- Provided expert advice on visa applications to ensure successful outcomes.
Night porter
Premier Inn
Bromborough, Merseyside
2017.11 - 2019.01
- Responded promptly to guest queries for improved customer relations.
- Solved minor disputes amongst guests peacefully, fostering a harmonious environment.
- Sorted mail and delivered it to relevant rooms, aiding communication between guests and external contacts.
- Coordinated with day staff about any incidents or issues noted whilst on duty.
- Performed minor maintenance tasks, ensuring smooth hotel operations.
- Managed early morning breakfast setup, improving dining room efficiency.
- Handled late-night check-ins and check-outs efficiently, providing seamless service.
- Maintained cleanliness of common areas to improve hotel standards.
- Prepared conference rooms before meetings for smooth business proceedings.
- Handled keys securely; helped maintain orderliness in all processes.
- Provided excellent customer service for overall guest satisfaction.
- Ensured security by patrolling premises throughout the night.
Prison officer
HM Prison Service
Liverpool, Merseyside
2007.01 - 2017.08
- Improved prisoner attitudes by promoting positive behavioural change programmes.
- Organised daily routines, achieving smooth running of operations.
- Handled administrative tasks efficiently, facilitating streamlined record keeping.
- Ensured prisoner safety with regular cell checks.
- Reported any suspicious behaviour to superiors promptly, aiding in threat mitigation.
- Participated in rehabilitation activities to promote reintegration into society.
- Handled difficult situations calmly, ensuring minimal disruption within the facility.
- Fostered positive relationships with inmates through consistent communication and respect.
- Suppressed disturbances whilst adhering to strict safety regulations.
- Cooperated with multi-disciplinary team members, contributing to effective management strategies.
- Managed conflict situations between inmates, maintaining a harmonious environment.
- Provided counselling for prisoners to encourage rehabilitation.
- Conducted security checks, enhancing overall prison security.
- Provided first aid treatment when required, ensuring inmate health and wellness.
- Resolved incidents calmly, maintaining best-possible safety and security of prison staff and offenders.
- Maintained comprehensive understanding of all rules, policies and laws that govern Prison Officer practice.
- Encouraged prisoners to participate in work and education programmes.
- Identified vulnerable people in custody and handled instances of self-harm in accordance with SPS Talk To Me protocols.
- Received, inducted and discharged prisoners following established procedures.
- Supervised groups of prisoners at work, during meals and in recreation periods.
- Observed prisoner conduct to detect suspicious behaviour.
- Conducted periodic cell inspections to assess prison standards and identify rule breaches.
- Identified detainees in need of specialised health and wellbeing support.
Education
GCSEs - Multiple
St Benedicts RC High School
Wirral 1997.09 - 2002.05
Skills
- Front desk administration
- Booking systems expertise
- Professionalism under pressure
- Empathy and understanding
- Staff leadership
- First class customer service
- Front office operations
- Customer Service
Certification
First Aid in the workplace
Fire Marshall
Personal Licence Holder
Timeline
Night Manager
Leonardo Hotels
2022.12 - Current
Night Guest Services Manager
Holiday Inn Express
2020.08 - 2022.12
Executive officer
Home Office
2019.01 - 2020.08
Night porter
Premier Inn
2017.11 - 2019.01
Prison officer
HM Prison Service
2007.01 - 2017.08
GCSEs - Multiple
St Benedicts RC High School
1997.09 - 2002.05