Sofia
Laurent.

Hotel Operations Manager. Every stay should feel personal.
PHOTO
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01Bienvenue

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.

02Experience

Hotel Operations Manager
The Grand Meridian Resort · Apr 2021 - Present
  • 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 Manager
Azure Bay Hotel · Jan 2017 - Mar 2021
  • 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 Executive
Palm Garden Resort · Jun 2014 - Dec 2016
  • Looked after VIP and repeat guests in 4 languages.

03Signature Experiences

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.

Skills

Front officeHousekeepingF&B serviceEvents & banquetingVIP handlingService recoveryConciergeLoyalty programmesRevenue managementUpsellingBudget controlCost of salesOpera PMSMicros POSTrustYouRevinate

Education

B.Sc., Hospitality & Hotel ManagementSample Institute of Hotel Management · 2010 - 2014

Certified

Certified Hotel Administrator (CHA)2021
Food Safety & Hygiene Level 32020
Certified Revenue Management Executive2019