Stephanie Gaal

Lead a multidisciplinary team across Concierge, Reception, Reservations, and Night Operations, demonstrating leadership and team management. Manage scheduling, performance monitoring, and complaint resolution to maintain high service standards. Coordinate the operational side of projects such as system upgrades and inventory management, showcasing strong organisational and cross-functional collaboration skills. Engage with VIP guests and stakeholders with professionalism and discretion.

Oversaw office administration and inventory control with attention to detail. Coordinated maintenance and emergency repairs, showcasing problem-solving and prioritisation. Maintained clear, professional communication with clients and vendors, supporting smooth operational flow.

Progressed steadily over nearly six years, taking on increasing leadership and operational responsibilities

• Front of House Manager | 06/2021 – 09/2022
  Led FOH teams (Concierge, Reception, Guest Relations), deputised for Rooms Division Manager, managed recruitment, training, SOP updates, and VIP guest services.
• Reception Manager | 09/2019 – 06/2021
  Oversaw reception operations, reservations, team scheduling, and cash handling. Ensured smooth daily workflow and cross-department collaboration.
• Senior Guest Services Manager | 03/2019 – 09/2019
  Coached staff, managed VIP arrivals, and supported Reception Manager duties.
• Guest Services Manager / Duty Manager | 09/2017 – 03/2019
  Handled guest feedback, complaints, and special requests. Liaised with departments to maintain service standards.
• Reception Supervisor | 03/2016 – 09/2017
  Supervised front desk operations, switchboard, and cashier duties while supporting the team and delivering excellent guest service.

First role in the UK hospitality sector, gaining exposure to luxury hotel operations and front desk management, honing adaptability and customer service skills in a new market.

Started as Housekeeping Floor Supervisor, managing team workflows and quality control, developing leadership and organisational skills. Progressed to Front of House Receptionist, handling guest arrivals, reservations, and guest relations, refining communication, multitasking, and customer service expertise in a high-profile luxury environment.