Steven Ellis
City of London,United Kingdom
Summary
Accomplished professional with expertise in luxury guest experience and VIP services, adept at international visit coordination and travel planning. Demonstrates strong skills in stakeholder and supplier management, ensuring confidentiality and trust. Proficient in event coordination, issue resolution, and operational planning, with a solid foundation in Microsoft Office Suite and property management systems. Committed to enhancing service delivery through meticulous itinerary creation and effective service recovery strategies.
Overview
2026
2026
years of professional experience
Work history
Front Office Supervisor - Reception
The Ministry (Members’ Club & Workspace)
London, United Kingdom
12.2024 - Current
- Supervised daily operations of front desk, ensuring seamless guest experiences.
- Assisted guests with inquiries and provided tailored recommendations for services.
- Trained new reception staff on procedures and customer service best practices.
- Coordinated scheduling and managed reservations to optimise space utilisation.
- Serve as primary front of house liaison within premium, members-only environment.
- Facilitate arrivals, enquiries, and communications with professionalism and discretion.
- Collaborate with internal teams to facilitate events, meetings, and daily operations.
- Manage competing priorities with composure in fast-paced environment.
- Managed daily front office operations, ensuring timely processing and delivery of customer orders.
- Handled customer complaints, resolving issues promptly to maintain high levels of guest satisfaction.
- Analysed customer feedback, identifying areas for improvement in service delivery.
- Personally tended to VIP guest arrivals.
- Delegated office administration tasks for smooth front-of-house management.
Guest Experience Manager
The Mayfair Hotel
London, City of London
06.2020 - 10.2024
- Cultivated positive rapport through consistent and convenient engagement with VIPs and regular guests during stays.
- Confident in communication skills and rapport building with guests, both internal and external.
- Verifies compliance of all financial checks and payment policies consistently, minimising business risk while exceeding guest expectations.
- Maintains up to date billing nominal for the group while ensuring high service levels and effective communication between ops team and M&E.
- Executed recruitment of qualified, passionate team members while ensuring close monitoring of performance.
- Support House Manager in executing hotel-specific projects as needed.
- Assisted in hiring, training and supporting guest experience team members to provide flawless guest service.
- Monitored guest service team performance, setting targets to maximise quality standards of service.
- Arranged team rotas to meet operational needs within staffing budgets.
Guest experience manager
Edwardian Hotels London
London, City of London
02.2010 - 05.2020
- Developed comprehensive guest service strategies to enhance overall satisfaction.
- Led training programmes for staff to improve service delivery and engagement.
- Oversaw daily operations ensuring seamless guest experiences throughout hotel.
- Collaborated with various departments to address guest feedback and implement improvements.
- Serves as senior escalation point for complex, VIP, and last-minute guest requests.
- Sourced, instructed, and cultivated high-performing teams demonstrating strong engagement scores.
Showroom Manager
Waxed Floor LTD
London, City of London
Sales Support Executive
Eurospan Group LTD
London, City of London
Team leader / Stock Control Clerk
M&M Direct Ltd
London
Education
Bachelor of Arts - History & Sociology
Goldsmiths, University of London
London, England05.1997
Operations / Departmental Manager Level 5 - Hospitality
Institute For Apprenticeship & Technical Education
London10.2019
Skills
- Luxury guest experience and VIP services
- International visit coordination
- Travel planning and itinerary creation
- Stakeholder and supplier management
- Confidentiality and trust
- Event and activity coordination
- Issue resolution and service recovery
- Operational planning and administration
- Microsoft Office Suite proficiency
- Property management systems expertise
Timeline
Front Office Supervisor - Reception
The Ministry (Members’ Club & Workspace)
12.2024 - Current
Guest Experience Manager
The Mayfair Hotel
06.2020 - 10.2024
Guest experience manager
Edwardian Hotels London
02.2010 - 05.2020
Showroom Manager
Waxed Floor LTD
Sales Support Executive
Eurospan Group LTD
Team leader / Stock Control Clerk
M&M Direct Ltd
Bachelor of Arts - History & Sociology
Goldsmiths, University of London
Operations / Departmental Manager Level 5 - Hospitality
Institute For Apprenticeship & Technical Education