Hotel Manager at Crown Garden Hotel (2019-01 – 2020-12)
Took full responsibility for the day-to-day running of the hotel, covering everything from the front desk and housekeeping to food & beverage and general maintenance.
- Led and motivated a team of over 35 staff members, handling their schedules, performance reviews, and on-the-job training.
- Introduced a guest feedback system that made a real difference within the first year, our guest satisfaction scores went up by about 28%.
- Kept a close eye on the monthly budget and managed to cut operating costs by around 15% without sacrificing the quality of service guests expected.
- Made sure all departments stayed on top of health, safety, and hygiene requirements at all times.
- Worked closely with clients to organise corporate events, weddings, and group bookings, which helped grow our banquet revenue by roughly 20%.
- Built good working relationships with suppliers to make sure we always had what we needed, when we needed it.
Assistant Hotel Manager at Golden Vista Hotel (2021-01 – 2022-12)
Worked closely alongside the General Manager to keep daily hotel operations on track and make sure guests were always well taken care of.
- Took charge of the housekeeping department and set high standards rooms had to be clean, presentable, and ready on time, every time.
- Helped train new front office staff and made sure everyone understood our reservation systems, check-in processes, and how to handle guests properly.
- Dealt with guest complaints directly and made it a personal priority to resolve issues in a way that left guests satisfied. We maintained a very high resolution rate throughout my time there.
- Kept track of inventory and worked with the procurement team to make sure we never ran short of essential housekeeping and F&B supplies.
- Got involved in room pricing decisions and helped the team forecast occupancy patterns so we could plan ahead more effectively.
- Put together weekly and monthly reports for management so they always had a clear picture of how things were going.
Front Office & Operations Supervisor at Empire Hotel (2023-01 – 2024-12)
Ran a front office team of 12 people and made sure every guest was checked in and out smoothly, with their needs properly attended to.
- Wrote up clear standard operating procedures for the front desk, something the team really needed, and we ended up cutting average check-in time by about 35%.
- Stayed in constant communication with housekeeping and maintenance to make sure rooms were ready quickly and guests were never left waiting longer than necessary.
- Personally looked after VIP guests and corporate clients, making sure their stays felt tailored and special rather than just routine.
- Brought in a digital reservation tracking system that made a big difference to booking accuracy and almost completely eliminated double-booking issues.
- Took a lot of satisfaction in mentoring younger staff, helping them find their feet, build confidence, and develop real hospitality skills.
- Worked with the sales team on weekend and seasonal promotions, which helped lift weekend occupancy rates noticeably over time.
