Laura McCaughan

A highly organised and composed hospitality professional with 7+ years of front-of-house and management experience in high-end venues. Proven ability to manage multiple responsibilities simultaneously, communicate effectively, and deliver exceptional service under pressure. Skilled in diary management, event planning, customer service, and executive-level support.

Reservations Manager at KAJI Manchester (2023-10 – 2026-05)

• Manage all incoming bookings (daily, weekly, and months in advance) across multiple channels.
• Liaise with the kitchen and chef team to customise set menus based on dietary requirements.
• Plan and coordinate private events and parties.
• Lead the front-of-house team during service, running the reservations diary and managing hosts.
• Resolve guest issues calmly and professionally, often under pressure during peak service times.
• Ensure reception area standards are consistently met.

Reservations Manager at MNKY HSE Manchester (2022-09 – 2023-10)

• Oversaw bookings and guest enquiries via phone and email.
• Managed guest lists, table allocations, and pre-orders for a busy, high-profile venue.
• Built strong rapport with VIP clients and returned guests.
• Collaborated with marketing and events team on promotional evenings and launches.

Front of House Supervisor at Dakota Manchester (2019-09 – 2022-08)

• Delivered 5-star service to hotel guests from check-in to check-out.
• Handled VIP bookings, coordinated travel, dining, and special celebrations.
• Managed front-desk operations including staff scheduling, training, and performance.
• Liaised between departments (housekeeping, reservations, concierge) to ensure seamless guest experience.
• Took reservations in the absence of the reservations agent and ensured rate accuracy.
• Provided coaching and onboarding for new front-of-house staff.

Receptionist at Crowne Plaza, Liverpool (2017-08 – 2019-05)

• Provided exceptional guest service and support to hotel visitors.
• Assisted in room check-ins/outs, concierge services, and general front-desk duties.
• Supported in administrative tasks including invoicing and booking management.

BA (Hons) in Tourism and Leisure Management – Liverpool John Moores University (2017)