VICTORIA LECHON
ASSISTANT FRONT OFFICE MANAGER
London
Summary
Committed manager with exceptional leadership, organisational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth.
Overview
6
6
years of professional experience
23
23
years of post-secondary education
Work History
ASSISTANT FRONT OFFICE MANAGER
Sanderson
LONDON
04.2024 - 04.2025
- Managed daily operations to ensure smooth workflow.
- Worked closely with other departments to enhance overall service quality.
- Attending to the morning meeting with GM and HOD.
- Using and managing PMS (Opera Cloud/ Nuvola/ SotpaykReview pro/ Docusing /Forth)
- Use of Accor Platform (Resa/ Hotel Lin
- Handling staffing issues, including absences, discipline, and hiring in coordination with HR.
- Delivered high-quality customer service, resulting in increased loyalty.
- Enhanced guest satisfaction by efficiently handling enquiries and complains.
- Leading, scheduling, and training front office staff (receptionists, night auditors, bell staff, rota).
- Conducting performance reviews and managing team development.(Appraisal)
- Maximised room occupancy at best rates, contributing to 95% hotel revenue.
- Conducted regular meetings with staff to address issues and implement solutions.
- Assisted in budget planning which helped control expenses effectively.
- Trained new staff members for improved team performance.
- Constantly exceeded customer satisfaction targets by reviewing comment cards and implementing corrective action plans.
- Managed complaint resolution process, employing investigation and creative problem-solving skills to ensure positive guest outcomes.
- Optimised financial performance by effectively monitoring and maintaining operation and overhead costs.
- Promoted up-selling strategies among the team that elevated revenue generation significantly.
RECEPTION MANAGER/ DM
The Royal Horseguards
01.2023 - 03.2024
- Attending the morning meeting with GM and Head of Departments.
- Updating Fourth, monitoring staff clock ins/out.
- Taking care of the Team members Rota.
- Deal with VIPs, special requests, and complaints personally.
- Supporting the FOH Manager in his duties and assisting with the hiring process, orders requisition, team outs.
- Weekly going through the Pay Masters list to close or follow up with outstanding billings.
- Act as Manager on Duty (MOD) during shifts – full authority in absence of senior management.
ASSISTANT FRONT DESK MANAGER
Indigo Kensington
06.2022 - 12.2022
- Covering the reception manager role when required.
- Acknowledging and quickly handling guest complaint and report it to the RM or GM.
- Checking the arrival list focusing on rooms allocation and guest special requests.
- Leading the day/ night team.
- Checking the departures list going through all in house guests bill.
- Replaying online feedbacks.
- Working under pressure managing phone calls and multiple priorities.
GUEST EXPERIENCE SUPERVISOR/ DM
The Guardsman
11.2021 - 06.2022
- Protel PMS.
- Covering Duty Manager Shifts.
- Training and supporting new starters on hotel Property Management Systems.
- Responsible for room allocations, reservations check, rates check, credit check.
- Providing a 5
- Service to the guest.
FRONT DESK SUPERVISOR/ DM
AC Quays (Manchester)
11.2019 - 09.2020
- Managing Marriott Banvoy rewards program.
- Covering Duty Manager Shifts.
- Development and training of the team members.
- Managing extranet. (Booking.com/ Expedia)
- Resolving all invoice queries.
ASSISTANT FRONT DESK MANAGER
Senator Parque Central (Spain)
11.2018 - 11.2019
- Covering the reception manager role when required.
- Attending the morning meeting with GM and Head of Departments.
- Development and training of the team members.
- Resolving all guest queries.
- Acknowledging and quickly handling guest complaint and report it to the Reception Manager or GM.
Education
Accomodation Higher Degree - Tourism
PAX INSTITUTE
Valencia Spain 09.2004 - 06.2026
Master in Protocol and Event Organization - undefined
SENECA INSTITUTE
01.2020 - 01.2021
Skills
Night audits
Budget management
Guest engagement programmes
Proactive leadership
Staff training and development
Front office operations
Front-of-house staff coordination
Microsoft Office Suite expertise
Knowledge of hotel services
Reservation systems knowledge
Complaint handling
Occupancy forecasting
Financial reporting
Payroll and scheduling
Front office recruitment
Guest complaint resolution
Petty cash float controls
Luxury hotel standards
Hospitality up-selling techniques
Hotel target achievement
Mail management
HotelLink system
Duty Manager coverage
Languages
Spanish
Native
Timeline
ASSISTANT FRONT OFFICE MANAGER
Sanderson
04.2024 - 04.2025
RECEPTION MANAGER/ DM
The Royal Horseguards
01.2023 - 03.2024
ASSISTANT FRONT DESK MANAGER
Indigo Kensington
06.2022 - 12.2022
GUEST EXPERIENCE SUPERVISOR/ DM
The Guardsman
11.2021 - 06.2022
Master in Protocol and Event Organization - undefined
SENECA INSTITUTE
01.2020 - 01.2021
FRONT DESK SUPERVISOR/ DM
AC Quays (Manchester)
11.2019 - 09.2020
ASSISTANT FRONT DESK MANAGER
Senator Parque Central (Spain)
11.2018 - 11.2019
Accomodation Higher Degree - Tourism
PAX INSTITUTE
09.2004 - 06.2026