Guest Relations Manager at Elix Marbella Collection Five Star Resort (2025-07 – 2025-10)
- Directed daily Guest Relations and Front Office operations, supervising a multicultural team.
- Acted as Manager on Duty (MOD), overseeing guest satisfaction and incident resolution.
- Implemented SOPs for VIP handling, communication, and service recovery, raising satisfaction from 62.7% to 98.09%.
- Coordinated personalized VIP itineraries, events, and off-site excursions.
- Delivered high-touch welcome and farewell experiences aligned with property's luxury philosophy.
- Coordinated all guest requests inside and outside the hotel, including yacht transfers, restaurant reservations, and bookings, ensuring seamless VIP experiences.
Safety & Guest Service Supervisor at NYX Esperia Palace Five Star Hotel by Leonardo (2023-06 – 2025-05)
- Led security operations and guest-facing services in a luxury 5-star environment.
- Provided VIP escort services and concierge-style support.
- Maintained safety protocols, risk assessments, and emergency coordination.
- Supported front-of-house operations, ensuring service consistency during peak occupancy.
Guest Experience Executive at Interalpen Five Star Luxury Hotel (2019-10 – 2022-03)
- Delivered bespoke service for high-profile leisure and corporate guests.
- Coordinated cross-departmental service excellence with F&B, Spa, and Front Office teams.
- Achieved 98% satisfaction on Medallia scores through personalized guest interactions.
- Trained seasonal staff on communication etiquette, operational standards, and local knowledge.
Concierge at Grand Hotel Des Bains Kempinski Five Star Luxury Superior (2017-10 – 2019-02)
- Delivered impeccable concierge and guest relations service for UHNW and celebrity clientele.
- Crafted fully bespoke itineraries, including private chauffeurs, exclusive experiences, and VIP access.
- Supported junior concierge colleagues in providing anticipatory, world-class service.
- Curated exclusive itineraries with private chauffeurs, winter-sports guides, and VIP services.
Doorman / Welcome Host at Loulou's VIP Members Club (2016-11 – 2017-08)
- Managed elite-member access and privacy, balancing hospitality and security.
- Delivered personalized welcomes for VIP guests and coordinated special requests.
Assistant Concierge at St. Ermin's Four Star Hotel Marriott Autograph Collection (2013-10 – 2016-09)
- Managed 500+ guest itineraries annually with 98% satisfaction rate.
- Assisted VIP arrivals and cross-departmental coordination for peak efficiency.
- Collaborated with F&B, housekeeping, and front desk to ensure seamless guest experiences.
Concierge at The Cavendish Four Star Superior Hotel (2010-09 – 2013-07)
- Curated dining, entertainment, and transport arrangements for international guests.
- Maintained detailed guest profiles to anticipate needs and enhance repeat visits.
- Developed local partnerships to provide exclusive guest experiences.
Special Events Captain at Claridges Five Star Ultra Luxury Hotel (2006-11 – 2010-04)
- Led luxury weddings, corporate galas, and high-profile events.
- Trained junior staff on precision, etiquette, and discreet service excellence.
- Coordinated VIP guest logistics during events, ensuring flawless, personalized service.
Guest Relations at Royal Myconian Collection Five Star Luxury Resort (2006-04 – 2006-09)
- Welcomed VIP guests, coordinated experiences, and managed feedback in high-demand resort.
- Welcomed VIP guests and coordinated personalized resort experiences.
- Managed guest feedback to maintain high satisfaction levels.
- Arranged bespoke excursions and leisure activities tailored to individual guest preferences.
Banqueting & Conference Captain at The Dorchester Five Star Ultra Luxury (2002-10 – 2006-02)
- Oversaw high-profile conferences and VIP events; collaborated across departments to ensure service perfection.
- Delivered flawless service for high-profile conferences and VIP events.
- Coordinated closely with multiple departments to ensure seamless guest experiences.
