Sofia Laurent

Hotel Operations Manager

About Me

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.

Work Experience

Hotel Operations ManagerApr 2021 - Present
The Grand Meridian Resort · City, 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 Hotel · City, 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 Resort · City, Country
  • Looked after VIP and repeat guests in 4 languages.

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.