Yasmin Amyes
Solihull,West Midlands
Summary
An individual who is flexible to respond to a variety of work situations, with the ability to work under pressure. Willingness to develop and mentor the team, to reach team members potential. An organised individual who has a keen eye for details and standard driven to ensure standards and values are delivered. Driven and seeking the right opportunity in a forward-thinking company for my next role.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Guest Experience Manager
Escapade Silverstone
03.2024 - Current
- Developed and implemented standards and procedures for Guest Experience team, enhancing service consistency and guest satisfaction.
- Manager on duty during peak events, overseeing all aspects of guest operations, logistics, and service delivery.
- Recruited and onboarded the Guest Experience team, including developing a comprehensive induction plan for the wider Escapade team.
- Created operations manual for major events at Silverstone, detailing manning, accreditation, ticketing, security, hospitality and guest communications to streamline event execution.
- Primary liaison for Escapade Residence owners, ensuring timely communication of business updates, fulfilment of ownership privileges, and alignment between owners, Escapade, and Silverstone Circuit.
- Maintained knowledge of Silverstone events, hospitality trends, and built partnerships with local venues and attractions in the local area to enhance concierge offerings.
- Oversaw the configuration, testing, and implementation of operational systems ahead of opening.
- Attended defect meetings with developers, contractors, and Silverstone. Coordinated with stakeholders, assigned and monitored defect actions, organised remedial works, and informed owners of works.
- Led the successful transition of Housekeeping operations from Omni Hospitality to Unifocus.
- Developed housekeeping audit processes for both the residences and the Gallery to monitor quality standards, ensure consistency, and drive continuous improvement.
- Main point of contact for the wider Silverstone team at Escapade.
- Awarded the ‘Chairman’s Award’ at the Silverstone 2024 awards.
Business Manager
Katherine Draisey
10.2023 - 02.2024
- Promoted business through targeted social media campaigns to engage with audience and drive brand awareness.
- Analysed trends and identified new sales opportunities based on selling and customer feedback.
- Reviewed existing contracts and renegotiated terms.
- Organised and attended fashion tradeshows and showroom appointments.
- Built rapports with customers in order to identify preferences and trends.
- Oversaw deliveries and stock levels.
Relief Manager
Hilton at St George’s Park
07.2023 - 10.2023
- Supported hotel operations during three month contract, ensuring continuity in absence of senior management.
- Managed Maintenance and C&E department while recruiting for HODs.
- Participated in Capex projects to upgrade hotel assets, delivering progress updates to owners.
- Key liaison during pre-season for International football teams.
- Supported F&B operations with payroll forecast, to reduce variance to budget.
- Created induction plans for new starters and Graduate to ensure a smooth arrival experience.
- Worked alongside new C&E manager to provide ‘Hilton’ experience and knowledge of standards.
Working Holiday Visa
New Zealand
02.2023 - 06.2023
- Opportunity to visit New Zealand under a working holiday Visa.
Front of House Manager
Hilton Birmingham Metropole
10.2021 - 02.2023
- Led 52 FTE across 5 sub departments.
- Reopened Hotel in October 2021 following refurbishment and Covid-19.
- Recruited 26 FTE team members for Front of House department following restructure and ramp up.
- Hosted 1300 athletes from 55 nations during the Common Wealth Games.
- Involved in planning, pre-opening and operationally for the duration and transition of hotel into athlete village.
- Exceeded departments KPI’s: Hilton Honors enrolment rate of 37.4% vs target of 30% and Problems Resolved 32.8% vs target of 30%.
- Implemented incentives for a headcount of 65 team members to drive engagement and performance.
- Worked alongside Directors of other departments to encourage cross training, so that the team are able to support subject to business demands.
- Involved in Capex projects such as purchase of Housekeeping trolley’s to increase productivity.
- Part of the Hotel’s Mental Health First Aid team.
- Implemented ‘Sustainable Housekeeping’ project to drive annual saving of £866K vs 2022 budget.
- Managed P&L for Rooms department and presented performance during monthly meetings.
- Implemented Digital Key with groups of up to 600 delegates.
- Opened Hotel’s Executive Lounge; as a new sub department within Front of House.
Front Office Manager
Hilton at St George’s Park
03.2018 - 10.2021
- Managed Front of House team: 17 FTE across 4 sub departments.
- Monitored and developed team member performance including providing supervision, scheduling, conducting 1 to 1’s evaluations, PDR’s & CDP’s and delivering recognition and reward.
- Devised departmental restructure and conducted consultations in order to meet business needs during COVID.
- Part of the Hotel’s skeletal team during lockdown, responsible for the running of the Hotel and implementing all Hilton CleanStay procedures.
- Enhanced adaptability skillset during lockdown with fluidity and ever-changing business demands.
- Opportunity to gain cross exposure with the Food & Beverage department; working with the F&B Operations Manager and running preseason camps for football teams and base camp for Euro’s 2020.
- A key point of contact for all elite sports teams i.e. England Cricket team, Rugby team and Football teams to ensure are satisfied with their stay.
- Responsible for updating Hotel’s website, third party websites and Hilton Honors app.
- Led the implementation of Digital Key across the Hotel which involved communicating with several stakeholders, meetings & preparation.
- Implemented and rolled out new systems to the Hotel i.e. Visionline (keycard system), 3C, plsPay Secure (payment system).
- Exceeded Hilton Honors enrolment target consecutively.
- Increased Problem Resolution scores with First Point of Contact from 35% to 52% in 2019.
- Actively drove upsell revenue through the Hotel and supporting supervisors in looking at new ways to drive revenue i.e. Executive Lounge upgrade available on eStandby, created ‘Pre-order amenities’ tailored to leisure guests, breakfast vouchers on arrival, in order to drive GOP.
- Created SOP for the Men’s England Senior team which detailed their specific requirements with regards to preparation pre arrival and details during stay to ensure consistency throughout the department.
Graduate Management Trainee
Hilton Hotels & Resorts
09.2016 - 02.2018
- Selected for the UK & Ireland Graduate Management Development Programme, which aims to develop a select group of talented, nationally mobile individuals and give them an intensive development opportunity to run their own department within 18 months.
- Placements included working in Front Office, Food & Beverage, Conference & Events, Housekeeping and HR department.
- Placement 1: Hilton Coylumbridge; a unique resort in the Scottish Highlands.
- Placement 2: Hilton London Wembley; set next to Wembley Stadium and Wembley Arena.
Education
BA in Hospitality Business Management -
University College Birmingham
01-2016
Skills
- Operational management
- Quality assurance
- Attention to detail
- Leadership
- Communication
- Teamwork
- Adaptability
Certification
- First Aider
- Personal License holder
Timeline
Guest Experience Manager
Escapade Silverstone
03.2024 - Current
Business Manager
Katherine Draisey
10.2023 - 02.2024
Relief Manager
Hilton at St George’s Park
07.2023 - 10.2023
Working Holiday Visa
New Zealand
02.2023 - 06.2023
Front of House Manager
Hilton Birmingham Metropole
10.2021 - 02.2023
Front Office Manager
Hilton at St George’s Park
03.2018 - 10.2021
Graduate Management Trainee
Hilton Hotels & Resorts
09.2016 - 02.2018
BA in Hospitality Business Management -
University College Birmingham