Elias

With over a decade of experience in the service and hospitality industry, I bring a versatile background in operational roles within both traditional and fast-paced startup environments. My core strengths lie in efficient operations management, team leadership, and fostering collaborative workplace culture that drive both business performance and employee well-being. Combining a data-driven, startup-tested operational mindset with a people-first, empathetic approach, I excel at streamlining daily processes, managing key stakeholder relationships, and building high-performing, motivated teams.

As a hospitality and customer experience professional at heart, I trust these elements are the foundation of any successful company.

General Manager at Bob W. (2022-06 – 2025-08)

• Operational management of 4 hotels in Helsinki and Turku. Overseeing daily operations and property management ensuring high service standards.
• Creating initiatives, sign-off and establish new operational processes, operational workflows, H&S standards and efficiency improvements
• Leading, recruiting, and mentoring operational teams, fostering a collaborative culture focused on employee well-being, engagement, and high retention.
• P&L ownership for existing and future Bob W buildings.
• Establishing and managing key relationships with external suppliers, landlords, and service providers to support daily business needs and cost-effective operations
• Partnering closely with internal management teams, sales, and support departments to align on company strategy, product standards, and operational concepts.
• Operational key role of expanding Finland market 10x in 3 years (rooms & revenue) with 3 new aparthotel openings
• Maintaining cost effectiveness and supporting revenue actions to reach profitability with all properties managed.
• Reaching and maintaining high level of guest satisfaction (9.3 average review score in Finland)
• Building a strong, motivated operational team with high retention rate.

Customer Service and Operations Executive at Comodo Asunnot (2021-05 – 2022-06)

• Overlooking the customer service and sales processes of the company and the apartments in Helsinki
• Ensuring service excellence
• Coordination of housekeeping and maintenance of the apartments
• Tracking productivity, profitability and revenue
• Assisting CEO and owners on various tasks
• Improving customer experience by implementing customer satisfaction, feedback and NPS tool for the check out process. Improving sales leads by planning a new sales product to reach customers looking for accommodation in the far future.

Operations Team Leader at Coople (2019-02 – 2021-02)

• Customer success management of new hospitality business clients
• Onboarding and constant support for the clients with the on-demand staffing platform
• Responsible of hospitality team event operations
• Recruitment and onboarding of new workers
• Ensuring staffing, service excellence and high level of presentation of the event workers
• Assisting other managers and liaising with different department staff members.
• Delivering feedback and improving the platform in regular team meetups
• Suggesting and implementing the idea of having shift leaders in specific events for better communication between client companies and workers

Front office Duty Manager at Crowne Plaza Marlow (2017-08 – 2019-01)

• Run the front office operations and housekeeping, ensuring service excellence for the guests.
• Assisting other managers and liaising with owners and all department staff members.
• Handle, record and follow through with management issues or emergencies that arise.
• Recruitment, HRM, rota planning, service quality management, revenue management and other operational tasks
• Management and team motivation
• Problem resolving and effective communication with other managers
• As an IHG rewards club loyalty champion, I Increased the quality and growth (20%) of the loyalty program and enrolments and ensured service excellence for regular guests.

Front Office Receptionist & Shift Leader at Solo Sokos Hotel Paviljonki (2013-05 – 2016-09)

• Check in-check out process and answering guest enquiries via phone, social media and email.
• Completing standard operating procedures, providing concierge services
• responsible for social media production and feedback
• shift responsibility as a shift leader
• Fully competent with OPERA PMS system.
• Overall know-how for front office, f&b and housekeeping.
• Was awarded for best customer service skills and recognised from creating delight and experiences for the guests.
• During employment, we reached TripAdvisor top 10 in Finland and achieved awards in excellence of customer service

B2B Sales executive at Groupon (2012-08 – 2013-05)

• Organising sales visits
• Demonstrating and presenting products
• Establishing new business and reviewing sales performance
• Negotiating contracts and packages
• Retaining high customer satisfaction
• Interpersonal and organizational skills
• Meeting sales targets

Travel Agent & Tour Guide at Aurinkomatkat (2010-10 – 2012-04)

• 2 seasons; in United states and Austria
• Challenging customer service task; guiding, office work, hotel co-operation, creating new tours and overall customer care 24/7
• Created personalized trips around for both business and leisure groups and guided for corporate groups and incoming holiday customers
• Managing big groups up to 60 people; leadership & working under pressure
• Organizing, planning and taking care of the whole sales process

Sales Consultant & Team Coach at Manpower Business Solutions (2007-09 – 2010-09)

• Telephone sales negotiator in Helsingin Sanomat newspaper.
• Working as a sales coach in the sales team motivating other representatives
• Teamwork, coaching and motivating colleagues and reaching sales objectives

Military service (Team leader/sergeant) at Finnish defence forces (2006 – 2007)

• 1-year service as a infantry assault tank CV9030 leader with crew of 2. Transporting and defending 8-person infantry team and co-operating with the team.
• Teamwork, people management, working under pressure, flexibility and leadership.

MSc. in Hospitality and Tourism management – Bournemouth University (2016 – 2018)

Bachelor of Business Administration in International business, sales, business cultures – JAMK University of Applied Sciences (2007 – 2011)

Ongoing: Solution-Focused Brief Therapy in Solution-focused brief therapy, client-centered communication, resource-oriented coaching, personal growth, and mental well-being support – Helsinki Psychotherapy Institute (2025-10 – 2026)