Sofia Laurent

Hotel Operations Manager

City, Country | +00 00000 00000 | your.email@example.com | linkedin.com/in/yourname | linkedin.com/in/yourname

Professional Summary

Hospitality leader with 11+ years in luxury hotels and resorts across front office, food & beverage and guest experience. Creates memorable stays, leads multicultural teams and drives revenue, guest scores and operational standards.

Hospitality Skills

Operations: Front office, Housekeeping, F&B service, Events & banqueting

Guest Experience: VIP handling, Service recovery, Concierge, Loyalty programmes

Commercial: Revenue management, Upselling, Budget control, Cost of sales

Systems: Opera PMS, Micros POS, TrustYou, Revinate

Professional Experience

Hotel Operations ManagerApr 2021 - Present

The Grand Meridian ResortCity, Country

Raised the guest satisfaction index from 86 to 94 and TripAdvisor rank to #2 in the city.
Grew RevPAR by 19% through upselling and packages with the revenue team.
Leads 180 colleagues across front office, housekeeping and F&B.

Front Office ManagerJan 2017 - Mar 2021

Azure Bay HotelCity, Country

Introduced a VIP arrivals programme that won a brand service award.
Cut check-in time by 40% with mobile check-in and digital keys.

Guest Relations ExecutiveJun 2014 - Dec 2016

Palm Garden ResortCity, Country

Looked after VIP and repeat guests in 4 languages.

Guest Experience Initiatives

Signature Arrival ExperienceGuest experience · 2022

Personalised arrival ritual that lifted first-impression scores by 12 points.

Wellness Package LaunchRevenue · 2023

Spa and dining package adding $1.4M of annual revenue.

Education

B.Sc., Hospitality & Hotel Management2010 - 2014

Sample Institute of Hotel Management, Internship at a 5-star hotel group

Certifications