Joy Palmer

Residential and Operations Manager with over six years of experience leading high-volume hospitality and residential operations. Skilled in resident engagement, team leadership, building operations, contractor management, compliance, budgeting, and customer experience. Currently managing a 758-bed student residential building at Vita Student Lewisham, overseeing day-to-day operations, resident satisfaction, occupancy performance, and team development.

Strong background in service delivery, stakeholder management, conflict resolution, and operational efficiency within fast-paced environments. Passionate about creating exceptional resident experiences while maintaining high operational and commercial standards.

Residence Manager - Vita Student Lewisham - London

(2025-08)

• Manage the daily operations of a 758-bed purpose-built student accommodation residence, ensuring exceptional resident experience and operational efficiency.
• Lead and develop on-site teams across front-of-house, maintenance, housekeeping, and resident engagement functions.
• Drive resident satisfaction, retention, and community engagement through proactive communication and event initiatives.
• Oversee health & safety compliance, contractor management, maintenance coordination, and building standards.
• Manage operational budgets, occupancy targets, reporting, and performance KPIs.
• Handle escalated resident concerns and resolve issues efficiently while maintaining strong resident relationships.
• Collaborate with senior leadership to implement operational improvements and service excellence strategies.

Operations Manager - Heeton UK - London

(2022-01 - 2025-08)

• Oversaw front office, housekeeping, and maintenance operations across two London hotel properties.
• Achieved a 400-place increase in TripAdvisor rankings and secured the Travelers' Choice Award through service excellence initiatives.
• Managed recruitment, onboarding, and performance of teams of 15+ employees.
• Implemented SOPs and operational processes to improve accountability, efficiency, and guest satisfaction.
• Managed supplier relationships, maintenance budgets, and operational cost controls.
• Resolved high-priority customer complaints with a strong focus on customer retention and service recovery.

Duty Manager - Hilton London Olympia - London

(2020-01 - 2022-12)

• Led daily operations for a 400+ room hotel, ensuring seamless service delivery across departments.
• Managed staff training, shift leadership, and service performance.
• Conducted operational audits and ensured compliance with company standards.
• Handled customer escalations and supported continuous improvement initiatives.

Receptionist - ARK Canary Wharf - London

(2019-01 - 2020-12)

• Delivered high-quality front desk service within a fast-paced hospitality environment.
• Managed guest enquiries, issue resolution, and daily coordination with operational departments.
• Supported smooth building operations through effective communication and teamwork.

Bachelor of Laws - Laws - University of Westminster (2019-01 - 2022-12) London

A-Levels - English Literature, Sociology, Psychology - SFH6 Lewisham

GCSEs - English and Maths - Sydenham School Lewisham