Sofia Laurent

Hotel Operations Manager
your.email@example.com  ·  +00 00000 00000  ·  yourname.travel  ·  City, Country

Profile

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.

Experience

Apr 2021
- Present

Hotel Operations Manager

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.
Jan 2017
- Mar 2021

Front Office Manager

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.
Jun 2014
- Dec 2016

Guest Relations Executive

Palm Garden Resort · City, Country
  • Looked after VIP and repeat guests in 4 languages.

Service Expertise

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

Signature Initiative

Guest experience

Signature Arrival Experience

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

Education & Credentials

B.Sc., Hospitality & Hotel ManagementSample Institute of Hotel Management, 2010 - 2014
Certified Hotel Administrator (CHA)2021
Food Safety & Hygiene Level 32020