PERSONAL STATEMENT
Customer-focused and dynamic professional with 5+ years of experience in hospitality management. Possess a BA (Hons) in Hospitality Management. Highly experienced in staff recruitment, operations optimisation, inventory management, budgeting, and event management. Seeking a Hospitality Manager position at Dakota Manchester Hotel to provide excellent services for visitors of all ages and backgrounds.
WORK EXPERIENCE
Hospitality Manager
PREMIER INN MANCHESTER CITY CENTRE, Manchester May 2021–Present
- Led resort operations generating £3.5M yearly revenue and a guest service team of 45 members
- Increased guest satisfaction rating from 75% to 98% by providing high-quality services
- Recognised for delivering 10%–13% savings on the yearly budget
- Surpassed yearly hospitality service goals by 15%, 12%, and 22% in 2020, 2021, and 2022
- Conducted 25+ audits for compliance with health and safety standards
- Generated repeat visits and 98% positive feedback by prioritising the needs of 400+ guests
- Boosted FoH efficiency by 20% by installing new systems and consoles
Receptionist
IVY BUSINESS CENTRE, Manchester July 2019–April 2021
- Reduced front desk expenses by £5K yearly through cost control initiatives
- Answered 50+ telephone calls and engaged with 70+ guests daily
- Coached and mentored 4+ new receptionists, boosting performance at individual and group levels
- Attained 99% guest satisfaction through active listening and swift service delivery
EDUCATION
Manchester Metropolitan University, Manchester September 2016–June 2019
Bachelor of Arts (Hons) in Hospitality Management — upper second-class honours (2:1)
Relevant Modules: House Keeping, Front Office, Accounting, Food & Beverage, Human Resource Management, Event Management, Public Relation, Travel Management, Hotel & Tourism Management
Distance Learning Centre, Online July 2020
Certified Professional in Catering and Events
Certified Hospitality Sales Professional
A-Levels: Business Studies (B), History (C), Maths (B)
GCSEs: 10 A*–C, including English, Maths, and ICT
ADDITIONAL SKILLS
- Guest Service
- Team Leadership
- Front and Back of House Operations
- F&B Services
- Event Management
- Sales Maximisation
- Opera Property Management System (PMS)