From the front desk to supervisor.

Responsibilities

• Supervise the guest relations team, ensuring every guest is looked after from arrival to departure.
• Handle escalated guest issues and coach the team to resolve problems at first contact.

Achievements

• Improved the company's operating systems, giving the team clearer tools and processes.
• Strengthened team management, so service standards hold on every shift.

Key learning

How to build a team that delivers the same standard every day.

Responsibilities

• Led guest experience operations across a 40-property short-term rental portfolio with a team of 5.
• Managed guest communication across Hostaway and WhatsApp, maintaining daily SLA and SOP compliance.

Achievements

• Analysed more than 200 guest reviews to identify recurring issues and what guests value most.
• Built SLA and SOP compliance tracking to monitor response and resolution times across the portfolio.

Key learning

How to turn guest feedback into better service.

Responsibilities

• Promoted from Customer Care Agent to Team Leader of Property Operations.
• Directed day-to-day operations for more than 350 short-term rental units, ensuring guest satisfaction and operational efficiency.
• Led a cross-functional team of 12 across concierge, maintenance and housekeeping.

Achievements

• Ensured full DTCM compliance across property listings, permits and regulatory documentation.
• Standardised operating procedures across all units, reducing annual operational costs by 15%.
• Managed vendor contracts and service level agreements, and prepared performance reports for management.

Key learning

How to lead a team, and how to keep standards consistent across a large portfolio.

Responsibilities

• Delivered guest check-in and front desk support, looking after guests throughout their stay.
• Conducted service audits based on guest surveys to guide operational improvements.

Achievements

• Optimised check-in and check-out processes, improving guest review scores by 25%.
• Implemented a CSAT and NPS feedback system, improving guest satisfaction by 20%.
• Integrated digital concierge tools, reducing front desk workload by 40%.
• Mentored new team members, reducing onboarding time by 20%.

Key learning

How to understand what a guest needs, and how to solve problems quickly.