Guest Services · Five-Star Standards
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Hotel Operations Manager

Sofia Laurent

Role: "Hotel Operations Manager"   Experience: "11+ yrs"   Property: "City, Country"
Email: "your.email@example.com"   Phone: "+00 00000 00000"   LinkedIn: "linkedin.com/in/yourname"

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.

Service Excellence

Guest Experience
Front Office Operations
Team Leadership
F&B Operations
Revenue Management
Event Management
Commercial: Revenue management, Upselling, Budget control, Cost of sales
Systems: Opera PMS, Micros POS, TrustYou, Revinate

Hospitality Experience

Hotel Operations Manager @ The Grand Meridian Resort[Apr 2021 → Present]

5-star, 320-key beach resort.

  • 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]

Luxury business hotel, 250 rooms.

  • 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]

Resort guest services.

  • 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.

Service AcademyTraining · 2021

In-house service training for 180 colleagues, with LQA scores up 9%.

Education & Certification

Certified Hotel Administrator (CHA) (2021)
Food Safety & Hygiene Level 3 (2020)
Certified Revenue Management Executive (2019)
B.Sc., Hospitality & Hotel Management
Sample Institute of Hotel Management, 2010 - 2014