Sylvester Kevin Hiyas
West Bromwich,West Midlands
Summary
Accomplished hospitality professional with extensive expertise in event planning, customer service metrics analysis, and leadership in quality assurance. Demonstrates proficiency in reservation systems, Property Management Systems such as StayNTouch PMS and Opera PMS, and technical software. Adept at handling VIP customer engagement, complaint resolution, and staff training and development. Skilled in public relations tactics, social media marketing, and financial reporting. Committed to maintaining health and safety compliance while ensuring exceptional service delivery. Career goal: to leverage comprehensive skills in a senior management role within the hospitality industry.
Overview
16
16
years of professional experience
5
5
years of post-secondary education
Work history
Guest Service Manager
Crowne Plaza
Birmingham, West Midlands
01.2023 - Current
- Resolved billing disputes promptly; ensured transparency in all transactions.
- Upheld brand reputation through adherence to company policies and standards.
- Liaised with the kitchen staff for prompt room service deliveries.
- Facilitated smooth operations during peak hours by effective resource allocation.
- Provided leadership and guidance to front office team members, fostering a cooperative work environment.
- Handled administrative tasks like filing reports and managing mail-ensured smooth running of front office operations.
- Enhanced customer satisfaction by addressing and resolving complaints promptly.
- Attended to special requests from guests, ensuring their needs were met satisfactorily.
- Boosted customer satisfaction ratings from 65% to 82.5% by constantly evaluating, addressing and ensuring effective communication of guest feedback across all departments.
- Trained 10 receptionists on credit policy and accounting procedures, reducing account discrepancies by 12.5%.
- Scheduled staff and delegated assignments to adequately cover operational and project requirements.
- Conducted individual appraisals, set KPI targets, and devised professional development plans to improve staff performance.
- Analysed market trends to stay competitive within the local hospitality industry.
- Championed customer-centric approaches, enhancing brand loyalty.
- Trained 10 new hires in Opera PMS use, increasing check-out efficiencies.
- Participated in regular training sessions to upskill knowledge on ADR regulations.
- Maximised profitability by 22.8% by effectively upselling clients to F&B premium brands.
- Met set targets through effective upselling techniques.
- Guided team members on best practices in upselling and cross-selling techniques, leading to enhanced customer value proposition.
- Achieved increased customer satisfaction by implementing innovative sales strategies.
Guest Service Manager
Hampton by Hilton Broadstreet
Birmingham, West Midlands
03.2020 - 01.2023
- Delegated duties effectively amongst team members, promoting teamwork and productivity.
- Trained new staff members for improved customer service delivery.
- Assisted guests with luggage; ensured comfort and convenience from arrival to departure.
- Facilitated smooth operations during peak hours by effective resource allocation.
- Developed rapport with regular guests, enhancing loyalty towards the hotel.
- Resolved billing disputes promptly; ensured transparency in all transactions.
- Organised events and functions to meet guests' requirements.
- Coordinated housekeeping tasks to maintain high standards of cleanliness.
- Upheld brand reputation through adherence to company policies and standards.
- Increased overall guest experience through personalised attention to each guest's needs.
- Developed targeted advice for decision-makers on how best to reach target consumers and build awareness.
- Brainstormed ideas with clients and stakeholders to maximise project potential.
- Participated in recruitment processes to add valuable additions to the team who shared the company's commitment towards excellent service provision.
- Streamlined inventory management processes, reducing waste whilst maximising profit margins.
- Optimised table arrangements to enhance dining experience and increase seating capacity during peak hours.
- Collaborated with kitchen staff to ensure high-quality meal preparation and presentation.
- Ensured adherence to legal regulations regarding alcohol consumption within premises, upholding brand integrity at all times.
- Devised marketing strategies for increased patronage during holidays and special events.
- Implemented strict cleanliness protocols across the entire establishment, reinforcing hygiene standards consistently upheld by staff members.
- Trained new staff members on company policies, ensuring consistent service standards.
- Introduced seasonal menu changes that reflected local produce availability whilst keeping patrons interested.
- Coordinated daily briefings with service team members to discuss special requirements or reservations for the day.
- Monitored budget allocation closely to prevent overspending whilst maintaining operational efficiency.
- Worked closely with event coordinators to successfully host private functions such as weddings or corporate parties.
- Controlled food and beverage inventory, strategically ordering supplies and anticipating consumer demands to prevent out-of-stock items.
- Recognised and formally acknowledged outstanding staff performance, boosting team morale and productivity.
- Gave direction for correct storage and disposal of food in line with company policies and procedures.
- Planned staffing levels based on evolving service demands.
- Monitored and authorised staff clock-in and clock-out procedures.
- Operated and maintained security of Point of Sales (POS) system.
- Led F&B team to champion customer service and consistently elevate food presentation standards.
- Supervised service of all food and beverages within hotel in absence of food and beverage manager.
- Trained new joiners in food regulatory compliance and company standards by delivering on-the-job and mandatory training.
- Prepared rotas to achieve stable coverage while minimising payroll costs.
Conference and Events Supervisor
Hilton Birmingham Metropole
Birmingham, West Midlands
03.2016 - 03.2020
- Coordinated vendor services to ensure successful execution of events.
- Liaised with vendors, guaranteeing timely delivery of services required for each event.
- Scheduled meetings and appointments for efficient time management during event preparation process.
- Delivered exceptional service by managing event logistics from inception to completion.
- Boosted client satisfaction by efficiently co-ordinating all aspects of conference and event planning.
- Drafted detailed reports post-event, providing insights on areas requiring improvement.
- Developed marketing strategies for increased visibility and reach of the events.
- Ensured seamless operations, resulting in positive customer feedback.
- Generated innovative ideas which improved overall quality of events hosted.
- Managed a team of staff for smooth running of conferences and events.
- Achieved high levels of organisational efficiency with meticulous planning and coordination skills.
- Demonstrated leadership abilities by overseeing the work of junior staff members during events.
- Streamlined communication between all parties involved in an event for enhanced coordination efforts.
- Implemented health and safety regulations with attention to detail, ensuring safe and secure events.
- Assured compliance with legal guidelines regarding public gathering spaces at all times.
- Handled unexpected issues promptly, avoiding disruptions during ongoing events.
- Welcomed guests into venues, showing them to tables and providing menus.
- Facilitated smooth running of events averaging 500 guests.
- Hired temporary event staff based on budgets, event size and specialised skills required.
- Advised customers on various catering and drinks package options.
- Assessed individual customer needs and recommended event packages to suit.
- Determined client budget, vision and requirements through consultations.
- Promoted seasonal offers to maximise event space bookings.
- Coordinated accessory and table-dressing hire for weddings and parties.
- Provided audio-visual equipment to suit exact conference and seminar requirements.
- Obtained best prices for external services through research, building relationships and negotiation.
- Supervised external contractors to achieve successful events.
- Explained event packages, options and prices clearly to customers.
- Managed large-scale events from initial planning to successful completion.
- Maintained strong relationships with clients, leading to repeat business opportunities.
Resort Guest Service Team Leader
Thomas Cook
Birmingham, West Midlands
07.2014 - 01.2016
- Created a welcoming atmosphere at the reception, resulted in positive guest feedback.
- Conducted regular meetings with staff for increased productivity.
- Assisted guests with travel arrangements whilst ensuring their comfort and convenience.
- Streamlined booking system by implementing an online reservation platform.
- Delegated tasks among team members, achieved balanced workload distribution.
- Coordinated room assignments, ensured efficient guest accommodation.
- Developed effective communication strategies for better team coordination.
- Implemented new check-in procedures to expedite guest arrivals.
- Provided informative orientation briefings to enhance guest knowledge of the area.
- Liaised with travel agencies to promote hotel packages.
- Trained new team members for optimal performance in a demanding environment.
- Coordinated emergency response procedures, ensured guest safety at all times.
- Handled customer queries efficiently, fostered a positive relationship between the company and clients.
- Conducted resort tours to familiarise guests with facilities.
- Assisted guests with booking tickets, eliminated travel hassles.
- Upsold guests to premium excursions, generating £15,000 in additional revenue monthly.
- Provided outstanding service to groups of 500+ holidaymakers, maintaining 89% client retention daily.
Crew Trainer
McDonald's
West Bromwich, Birmingham
07.2009 - 07.2014
- Provided one-to-one coaching, improving overall job competence among new hires.
- Maintained health and safety regulations with regular training updates to the crew.
- Streamlined operations via hands-on crew training exercises.
- Facilitated open communication channels to ensure smooth operation flow amongst team members.
- Ensured adherence to company standards with meticulous instruction.
- Improved employee retention rates by setting clear expectations during initial training period.
- Conducted regular knowledge assessments, ensuring continual improvement in task execution.
- Achieved high employee commitment through supportive mentoring practices.
- Adhered to food safety regulations diligently, maintaining a clean stall environment.
- Facilitated SOP development by maintaining detailed, accurate process and procedure documentation.
- Coordinated daily cash handling procedures, ensuring accurate financial records.
- Managed petty cash fund proficiently, reducing discrepancies in cash handling.
- Exhibited quick learning capability by adapting to new recipes and cooking techniques swiftly.
- Set kitchen standards governing cooking procedures, garnishes and food presentation.
- Assisted in dishwashing duties, ensuring availability of clean utensils for cooking and serving.
Education
Bachelor of Arts - International Hotel and Tourism Management
University of West London
London 09.2011 - 07.2014
BTEC Extended Diploma - Travel and Tourism
Sandwell College
Sandwell 09.2009 - 07.2011
Skills
- Knowledge of reservation systems
- Awareness of cultural sensitivities
- Leadership in quality assurance
- Customer service metrics analysis
- Diplomatic tact
- Event planning expertise
- Hospitality law knowledge
- Event and banquet organisation
- Understanding of cleaning procedures
- Employment law awareness
- Concierge services expertise
- Service-Oriented selling
- Technical software proficiency
- Public relations tactics
- Critical decision making
- Property Management Systems
- Food and beverage knowledge
- Revenue Management
- Empathy and compassion
- Staff training and development
- Complaint handling
- Clear communication
- StayNTouch PMS
- Opera PMS
- Health and Safety Compliance
- VIP customer engagement
- Product knowledge
- Public speaking
- Financial reporting
- Resourcefulness
- Conflict Resolution
- Reliable time keeping
- Adaptable to workflow changes
- Proactive in self-development
- Calm under pressure
- Social media marketing
- Accounting
References
References available upon request.
Timeline
Guest Service Manager
Crowne Plaza
01.2023 - Current
Guest Service Manager
Hampton by Hilton Broadstreet
03.2020 - 01.2023
Conference and Events Supervisor
Hilton Birmingham Metropole
03.2016 - 03.2020
Resort Guest Service Team Leader
Thomas Cook
07.2014 - 01.2016
Bachelor of Arts - International Hotel and Tourism Management
University of West London
09.2011 - 07.2014
BTEC Extended Diploma - Travel and Tourism
Sandwell College
09.2009 - 07.2011
Crew Trainer
McDonald's
07.2009 - 07.2014
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