Commercial Operations Analyst - Iconic Hotels & Resorts (14 hotels)
(2025-08)
- Monitor/ review and spot-check systems and connectivity for all properties.
- Onboard new partners and suppliers
- Assist with preparation of forecasts, budgets and performance summaries.
- Support loading and management of rate codes, rate plans, promotion and restrictions in PMS and distribution systems (e.g., OTA's & channel manager)
- Ensuring that content displayed on our distribution channels is accurate.
- Assisting with audits, identifying issues and escalating errors to the relevant teams.
Distribution Support Executive - Park Plaza Hotels (34 hotels)
(2024-09 - 2025-05)
- Day-to-day distribution of rates, content, and product to all distribution systems.
- Support the Distribution & projects Manager and work closely with the Revenue Team Manager on various Distribution projects, including connecting new partners, optimizing online displays, and supporting hotel teams in a highly technical and specialist environment.
- Loading rates on a need basis.
- Optimizing hotels displays on 3rd party websites.
- Optimizing display and ranking on Global Distribution Systems.
- Updating the reported production of rate codes, companies, agents, and channel stats.
- Conduct rate and content audits on contracted OTA and online partners.
Customer Service Agent (Remote Based) - Park Plaza Hotels (17 hotels) - Remote
(2023-02 - 2024-09)
- Dealing professionally and helpfully with guests over the telephone and live chat with expected brand quality and standards.
- To meet expected KPIs and conversion targets set by management.
- Achieving monthly targets set by the business.
- Confirming reservations accurately and efficiently.
- Supporting additional tasks when required.
- Anticipate guests' needs and proactively provide them with personalized experiences and additional services, and products.
Reservation Agent (Remote-based) - Hilton Metropole, London (1,100 rooms) - Remote
(2021-11 - 2022-12)
- Handling guest reservations via phone, email, and online booking systems with accuracy and efficiency.
- Managing room inventory and maximizing occupancy rates.
- Maintaining up-to-date knowledge of room rates, packages, promotions, and hotel services.
- Processing cancellations, amendments, and no-shows according to hotel policies.
- Identify opportunities to upsell rooms, packages, or add-on services to guests during the reservation process.
- Ensuring all reservations are entered accurately into the system and special requests are communicated to the appropriate department.
Reservation Agent (Central Reservation) - Park Grand Hotels Ltd
(2015-10 - 2016-09)
- Working with the reservation team to ensure guests receive prompt, cordial attention and personal recognition.
- Taking hotel reservations over the telephone and via other media in response to faxes and websites, etc.
- Processing accommodation bookings and sending detailed confirmations.
- Checking the day-to-day arrivals to make sure those bookings are correct for guest arrivals.
- Check emails daily, ensuring they are replied to within 24 hours.
- Maintaining filing systems and ensuring correspondence is accurately filed and completed daily.
Front Office – Reception Manager - Millennium Bailey's Hotel (211 rooms)
(2012-10 - 2015-02)
- Managing the overall operations of the Reception and Front Office to improve guest relations and ensure optimum staffing as per business needs.
- Responsible for handling and tracking all online queries and complaints, and liaising with the front office manager to ensure appropriate actions are taken in a timely and orderly manner.
- Conducting familiarization tours of the property to highlight and market the unique selling points Propositions for prospective clients and business heads.
Front Office – Assistant Reception Manager - Village Hotel, Watford (120 rooms) - Watford
(2009-06 - 2011-09)
To assist the Front House Manager in leading an effective service team, including recruitment, training, development, supervision, and performance management to ensure the Client's satisfaction.
- Produce the weekly Rota and ensure all timesheets are compiled and signed off.
- To oversee the cashing-up procedure and reconciliation of takings.
- To hold department meetings at least once a month, to communicate new policies, procedures, or areas of concern within the department.
- To oversee the check-in and check-out process, ensuring the team is following the correct procedures.
- To deal with overbookings satisfactorily, ensuring all guests are accommodated alternately
Front Office - Reception Supervisor - Quality Hotel, Heathrow (120 rooms) - Heathrow
(2008-12 - 2009-06)
- Supervise the day-to-day operation of the reception desk.
- Trained the staff by using proper techniques and documentation.
- To assist with the reservations process when required and ensure that all reservations are put into the system.
- To liaise closely with Housekeeping regarding room availability and set up.
- Maximize the room sales and revenue for the hotel.
- Maintain up-to-date guest history and marketing databases.
Front Office – Receptionist & Night Auditor - Thistle Marble Arch (692 rooms) - London
(2007-06 - 2008-12)
- Assign rooms and issue room keys.
- Settle guest complaints with tact & diplomacy.
- Liaise with the bell desk to deliver luggage to the rooms.
- Check with the housekeeping department to see that the rooms are ready.
- Note requests for wake-up calls, Transport arrangements, and other general inquiries.
Receptionist - Kensington Close Hotel - London
(2006-12 - 2007-06)
Food & Beverage – Restaurant Hostess - Hotel Grand Hyatt (592 rooms) - India
(2005-07 - 2006-06)
- Analysis of the guest comment card filled in by the guest.
- Preparing the month-end report.
- Carry out appropriate service recovery if any complaints arise.
- Welcoming & greeting guests.
