💡 City only — no full address. No photo. LinkedIn included. Professional email format.
Professional Summary
💡 States years of experience upfront. Uses job description keywords. Ends with a measurable credibility point.
Results-driven Front Office Manager with 9 years of progressive leadership across London's luxury 5-star hotel sector. Proven track record in guest experience management, team development, and operational excellence across high-volume properties with 200+ rooms. Skilled in revenue optimisation, workforce planning, and driving consistent guest satisfaction scores above 92%. Experienced with Opera PMS and cross-departmental collaboration.
Key Skills
💡 Short keyword list — no sentences. Mirrors exact language in the job ad. ATS reads this section first.
Guest experience managementTeam leadershipRevenue managementFront office operationsConflict resolutionWorkforce schedulingSOP developmentBudget managementOpera PMSMicrosKPI reportingVIP guest relationsStaff onboarding & training
Work Experience
💡 Every bullet starts with an action verb and contains a number. No "responsible for" language.
Rooms Division ManagerMar 2021 – Present
The Langham, London · 5-star · 380 rooms
- Led a 45-person front office team, maintaining a 93% guest satisfaction score over 3 years
- Managed a £1.2M annual labour budget, reducing overtime costs by 18%
- Oversaw recruitment of 30+ new hires per year, cutting 90-day attrition from 28% to 14%
- Implemented revised SOP for VIP arrivals, increasing repeat VIP visit rate by 35%
- Generated £180K additional room revenue through upselling strategy in 2023
Front Office ManagerJun 2018 – Feb 2021
Rosewood London · 5-star · 262 rooms
- Managed front desk operations for a 262-room luxury property with a team of 22
- Achieved 91% guest satisfaction score within 18 months of appointment
- Trained 4 team members to supervisory level within 2 years
- Resolved 100% of escalated guest complaints within 24 hours
Senior ReceptionistSep 2015 – May 2018
Claridge's, London · 5-star · 203 rooms
- Delivered front desk service handling 80+ check-ins per shift
- Recognised as Employee of the Quarter twice in 2017
- Trained 8 new reception staff in brand standards and Opera PMS
Education & Qualifications
💡 Highest qualification first. Hospitality-specific credentials add credibility in the luxury sector.
BA (Hons) International Hospitality Management
University of Surrey · 2:1
2012–2015WSET Level 2 Award in Wines
Wine & Spirit Education Trust
2019Level 3 Award in Food Safety in Catering
Highfield Qualifications
2017Additional
Languages: English (native), French (professional), Spanish (conversational)
Software: Opera PMS · Micros · Fourth · MS Office · Salesforce CRM
