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2016 Portfolio
- 1. Portfolio Mr Stephen James Brock
- 2. So, Why Hire Me? I have a wide range of skills and work history both within and outside of the hospitality industry. My passion is customer service, attention to detail and provision of a quality service at all levels and I feel that I am an ideal candidate as I am driven, committed and confident in any Front of House or hospitality role. Although not mentioned on my CV, I am capable and have had an active hands on experience of servicing rooms (within target timescales) and public areas and have overseen breakfast, lunch, room service and dinner on a regular basis. I am well organised and keen to adapt and develop new skills at all times. Yield management and allocation are amongst my skills as well as business development. I have to date had a lot of input into the marketing and development of the business’s that I have been involved in, including decoration and decor as well as the re-development of the on-site restaurant at a hotel in Edinburgh. It is my desire to strike a balance between customer satisfaction and effective business management, ensuring financial viability and facilitating a smooth running customer focused environment. I feel I have not only gathered as much local information as possible but have purposely followed the tourist trail in each area that I have worked in hospitality so that I am able to provide any guest with a unique and knowledgeable visit to the hotels in which I am employed, giving advice on day-trips, tourist attractions and detailed instructions on areas in and around the venue with the use of tourism maps and my own dining experiences. Although I have since followed a new challenge away from Front Desk management, I have used my free time to research Cirencester in the same way so that I am able to assist guests within the hotel where I currently enjoy the role of Guest Relations Manager. My main reason for seeking a new opportunity is that I work especially well both alone and as part of a team, I feel I have strong leadership qualities and would like to take a project that helps me develop my already well polished skills further so that I am able to move forward in my own career goals in the future by running an establishment of a similar nature and standard. First and last impressions for me are the all important factor in ensuring a positive impression from all guests.
- 3. Meeting & Greeting Guests In my current role, meeting & greeting guests is probably the most important factor of the job. The guest is the most important consideration in any hospitality role. For each individual, it is important to remember that even the smallest of things can affect the customer. They are in the establishment, afterall, to enjoy a break away, a holiday or relax during a busy business schedule and so making their experience a pleasurable and memorable one is of prior importance to any other job role. I have an extensive work history within a customer service driven environment and have matured my customer service skills by understanding what it is that the customer wants, expects and have already achieved well driven targets in customer satisfaction. Interpersonal Skills & Telephone Manner In my current role and in past roles, interpersonal skills have played a major part in not only getting the job done but in providing a unique and well presented front to any prospective customer/guest. I have worked in Public houses as part of a Front of House Team and used both face-to-face and telephone service skills in most previous roles, having started my career in telephone call centre’s and moved towards the hospitality industry as first Night Auditor, Casual Night Manager, Receptionist, Reception Team Leader, Front of House Manager and Guest Relations Manager, using interpersonal skills throughout each job role to develop and nurture good customer/staff relationships. Professional Personality My current role as indeed my previous roles have always moved both within and outside of the hospitality/customer service sector and professionalism is not only part of who I am but part of my overall drive and determination to succeed. I drive my own strengths making me a natural choice for any team leading position presenting a professional yet friendly and united front, whilst adhering to company policies and procedures.
- 4. I.T Literate I am fully conversant with Word, Excel, Microsoft Outlook, Pegasus Email, in-house systems, EPOS systems and the internet as well as the use most computer packages including Publisher, some use of PowerPoint and Access and GroupWise Email. I have developed my own website after a course in telematics. The website is currently off-line as a new hosting agent is required. In my role as a Reception Team Leader and indeed, Front of House Manager, I had responsibility for on-line allocation, being fully conversant with Booking.com, Venere.com and Splendia.com, Lastminute.com, laterooms.com and hotel.de with a working knowledge of visitScotland.com, Expedia.com, Roomgenie.com and Wotif.com alongside the Lanmark hotel booking system, Hotellinx, Opera and Concept. Cleaning standards/eye for detail Part of my previous position at The Salisbury Hotel in Edinburgh was the lay-out and presentation of a 45 cover restaurant, maintaining stock-levels, ensuring the public areas were clean, tidy and presentable at all times with a keen attention to detail when it comes to laying tables, presenting the bar and welcoming guests as well as several shifts acting as Commis Chef’s assistant within the kitchen. My time as Front of House Manager involved a very particular eye for detail with responsibility for quality checks in line with VisitScotland and four star requirements for guest comfort in all guest rooms and public areas of the hotel alongside responsibility for the finishing touches in all areas of the hotel to ensure that every guest has a pleasurable experience whilst in residence. Cooking I have developed basic skills and abilities within the kitchen that enable me to work well in a food service environment. Due to several occasions acting as management cover in my role as Front of House Manager during the proprietors holiday periods; I am able to cover other staff by presenting a well cooked breakfast and a simplified Room Service menu. My skills in food service were developed in previous roles within public houses where I have both cooked and served for a 50 cover setting which included three different choices of all day breakfast. During my time at University, I worked in a small country public house, running the kitchen with simple home-cooked produce and waiting on tables (36 Covers).
- 5. Marketing Skills/Yield Management I have achieved a University Degree and studied both Marketing and International Marketing as part of my course curriculum. I have had a lot of input into the marketing and development of the business in my roles with the development of advertising campaigns, customer surveys, guest notices, room and restaurant flyers, feedback analysis and door to door promotional sales. As well as a full strategy brief implemented to drive the restaurant within the hotel forward, having had a hands on approach to decorating the Bistro and parts of the hotel as well as working on published releases for the re-launch of the Bistro in Edinburgh. I have had input into the packages available within the hotels in which I have worked, which in the current climate are important to maintain guest confidence. With the weakness of Sterling and the credit crunch, domestic tourism has the opportunity to benefit. I strongly agree that this can be achieved by presenting extras to any prospective guest as package deals so it would seem they are getting more for their money whilst maintaining profit margins and achieving maximum occupancy levels. Each week, when holding the role of Front of House Manager at The Salisbury, I was responsible for generating statistical and financial reports that detail the average room rate and break-down of bookings either by telephone, by email or from on-line allocation whilst monthly looking at overall profit achievements and deposits, invoice follow ups, planning work schedules and supervising maintenance whilst monitoring staff hours against work allocation to achieve the most efficient cost management. Through innovation, I am able to look at the business from a new prospective and seek, plan, discuss and implement new ideas to drive the business forward and attract business from new areas or existing sources whilst looking at profitability margins and break-even requirements. Having a strong knowledge of on-line allocation assists me in tracking business profit, turning direct enquiries into tangible business and web exposure helping the business grow whilst remaining competitive and developing my own skills, achieving personal goals along the way.
- 6. Trip Advisor All hotels and guest-houses are now aware of the importance of customer satisfaction and the development of Trip Advisor, the on-line review centre for hotel guests. Whilst it is generally easy to satisfy guest expectations, on occasion there are unexpected comments about service or accommodation. I have found that even when complaints are resolved, something I have a well-developed work history in and knowledge of handling, guests can still complain at a later stage. Trip Advisor is the new guest arena where guest concerns can be aired. In both my current role and in previous roles, I am or have been responsible for resolving any guest complaints or queries and constructed management feedback to negative reviews deemed necessary to protect the interest of the business whilst maintaining a high standard of care and responsibility. This alongside being the first point of call for guest complaints in my role as part of the reception team has helped me to resolve any guest complaints before any further escalation. I feel that feedback from guests is important even if negative as it helps to develop new areas for the business and maintain or improve standards in any areas that may unforeseeably get overlooked. This is why, having a keen eye for detail and a good friendly customer rapport can help maintain high standards. Having worked in both a 2 star and 4 star deluxe environment, it is my opinion that guest expectations can be exceeded and if standards are always slightly higher than the current star rating, success is inevitable. In my roles as Front of House Manager before moving to Herefordshire and The Cotswolds, it should be noted that during my period of management cover, I achieved Position 4 amongst Hotels in Edinburgh and the business has since managed to maintain an excellent standing on Trip Advisor. In my current role as Guest Relations Manager, I post all the management responses to TripAdvisor which can easily be viewed online for reference.
- 7. REFERENCES References are available and can be contacted if required. Below are character references available to you on request: Personal Reference Current Work Reference Miss Gemma Louise Hudson Ms Sophie Kent 8 Cobden Street Cotswold Water Park Hotel Padiham Lake 6, South Cerney Lancashire Gloucestershire BB12 8DS GL7 1FP 0751 918 2603 01285 864 020 (Friend for over 10 years) (HR Manager)