M Mak

Experienced hospitality and residential concierge professional with over 10 years of expertise in guest services, front office operations, team leadership, and luxury residential management. Proven track record of delivering exceptional customer experiences, resolving complex guest issues, and leading high-performing teams within hospitality and residential environments. Highly skilled in guest relations, property operations, complaint resolution, revenue generation, and staff development.

Recognised for maintaining the highest standards of customer service while building strong relationships with residents, guests, contractors, and stakeholders. Fluent in English and Slovak, with extensive experience using Opera PMS, Salesforce, Go Concierge, HotSOS, Compass, Microsoft Office, and other hospitality management systems.

Head Host - EDYN LTD (SACO & Cove)

(2021-07)

• Lead and supervise front-of-house teams to deliver exceptional guest experiences.
• Manage guest feedback and online reviews, ensuring service recovery where required.
• Handle escalated guest complaints and operational issues efficiently.
• Train, coach, and develop team members to maintain service excellence.
• Support revenue growth through upselling opportunities and occupancy optimisation.
• Manage payment queries and resolve system-related issues.
• Coordinate events and guest engagement activities.
• Act as Duty Manager and provide on-call operational support when required.
• Successfully led front-of-house operations across high-occupancy periods.
• Improved guest satisfaction through proactive service recovery and team coaching.
• Consistently exceeded guest service expectations while maintaining operational efficiency.

Receptionist - Stonewell Consultants Ltd

(2019-12 - 2021-07)

• Delivered outstanding customer service to guests and visitors.
• Managed reservations, guest records, and front desk operations.
• Handled payment processing, cash reconciliation, and administrative duties.
• Resolved guest concerns promptly to ensure a positive guest experience.
• Operated multi-line telephone systems and booking platforms.

Residential Concierge - Merano Residences – St James

(2018-02 - 2020-03)

Systems Used: Opera PMS, Salesforce, Go Concierge, Compass, HotSOS, Microsoft Office Suite

• Delivered five-star concierge services to residents and guests.
• Managed visitor access, contractor sign-ins, and building security procedures.
• Coordinated parcel management and resident deliveries.
• Assisted residents with bookings, transport arrangements, restaurant reservations, and lifestyle requests.
• Maintained strong relationships between residents and property management teams.
• Responded to resident emergencies and service requests efficiently.
• Conducted security inspections and monitored communal areas.

Night Receptionist / Night Auditor - Mimi's Hotel Soho

(2014-07 - 2018-02)

• Managed overnight hotel operations and guest services.
• Completed daily night audit procedures accurately.
• Processed check-ins, check-outs, and financial transactions.
• Managed guest enquiries and resolved complaints professionally.
• Maximised revenue through upselling and promotional activity.
• Maintained detailed records and ensured smooth shift handovers.

Stock Counting Assistant - OCS Ltd

(2013-04 - 2014-12)

• Conducted stock audits for major retailers including M&S, Selfridges, and Sainsbury's.
• Accurately recorded stock levels using handheld technology.
• Worked effectively within teams to meet strict deadlines.

Cashier / Bar Staff - O2 Arena London

(2011-02 - 2012-03)

• Delivered excellent customer service in a fast-paced event environment.
• Processed payments and maintained stock levels.
• Ensured compliance with hygiene and service standards.

Customer Assistant - Vue Cinema, Stratford

(2011-08 - 2011-11)

• Assisted customers with ticket sales, refreshments, and enquiries.
• Processed transactions and maintained sales displays.
• Handled customer complaints and provided service solutions.

BTEC Level 2 Diploma - Sport - Barking & Dagenham College (2014)

NVQ Level 2 - Retail & Customer Service - Community Links (2008)

City & Guilds Construction Skills Level 1 - Construction Skills - Stratford College London (2004 - 2005)

GCSEs - English, Mathematics, Science, Geography, Food Technology, Physical Education - St George's School (1999 - 2003)