peter mills
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PETER MILLS London Tel: 07583005105 (M) [email protected]
PERSONAL PROFILE:
A passionate, motivated operational manager, experienced in interpreting requirements and delivering with empathy to commercial agenda’s in high branded, fast paced customer focused environments. Thrives on the opportunities provided through new challenges, using enthusiasm and personality to build and establish relationships across business areas. Highly regarded as an essential team member with ability to develop and motivate people across all levels.
Career Profile
Assistant Front Office Manager The London Marriott Grosvenor Square May 14 – Present
Responsible for managing Front of House and Executive Lounge Operations in a 5* central London property with 237
rooms. Driving team of 50 to over deliver exceptional service to guests throughout every area of the hotel.
Achieved 2015 Brand Standard score of 90% arrival experience by implementing specialized BSA focus sessions The mentoring and development of several team members, resulting in promotion within the company
Achieved 265% of Marriott Reward Enrolment target in Quarter 1 and 2 highest achieving in London Increased Arrival Experience score from 46% to 81.1% year on year.
Implemented and managed new up selling program within department, making 175k of additional business revenue
Successfully implemented new Wi-Fi benefits program for rewards members to increase hotel satisfaction Led mobile check in initiative to modernise check in experience and increase arrival experience scores
Delivered a solid work ethic through regular and continuous performance reviews, setting targets for all team members, delivering hotel targets and increasing guest satisfaction figures
Reviewed and developed new standards of service in Executive Club Lounge increasing satisfaction scores from 45% to 76%.
Relief cover for Front Office Manager for 3 months during period of sustained absence. Manager of the Quarter 2015.
Leisure Club Manager (Taskforce) Sunderland Marriott Hotel Jan 14 – Apr 14
Responsible for, taskforce assignment dual role working primarily as a trouble shooter to improve Guest and Membership
satisfaction in a short period of time. Leading a team of 6 staff to significantly improve standards of service.
Improved Membership Satisfaction from 65.4% to 89.7% within 3 month period.
Accomplishing a 90% Leisure Audit score ranked #1 in North East. Realigned operational budget enabling modernisation of club.
Purchased and implemented new gym equipment, new poolside alarm system and new pool and spa dosing systems
Executive Head Housekeeper Marriott Hotels Newcastle Metro Centre Jun 12 – May 14
Responsible for, Managing Rooms Operations in a demanding150 bedroom property working closely and reporting into Director of Operations, leading a team of 40 staff to deliver high standards of service across all areas of the hotel.
Achieved hotel overall cleanliness score of 95.4% in 2013 Brand Standard Audit, highest cleanliness in 5 years.
Overall Room Cleanliness score of 89.1% ranked #1 UK and Ireland
Bathroom Overall score of 91% ranked #1 in Europe Overall Room score of 89.9% ranked #2 in the UK
Achieved Department of the Year in 2012
Re-Structured and Managed payroll to improve productivity and make savings of 3k across payroll lines Implemented new cleaning materials into the department at lower cost resulting in a direct positive impact on GSS.
Introduced a new minimum par stock checklist ensuring department remained stocked and in control of line items without breaking cost budgets.
Achieved Employee Satisfaction Score of 77% in 2013 and 87% in 2014 company Engagement Score highest department in hotel
Maintained and established new working relationships in and outside hotel, successfully integrated them into business Implemented outside laundry vendor process ensuring all North East Marriott Hotels were fully stocked for linen over busy
and highly demanding trading periods.
Human Resources Manager Marriott Hotels Newcastle Metro Centre 2011 – 2012
Responsible for, managing Human Resources activities in a fast paced and profitable four star hotel employing 180 hosts. Reporting directly into General Manager and Director of Human Resources , whilst being the primary contact for all line
managers and employees.
Key Achievements:
Reduced Labour Turnover to 2.2% in 2011, achieving top score nationally for associate retention.
Implemented and up kept sickness tracking system to reduce sickness costs by £10,000 year on year within property.
Successful implementation of new payroll system
Achieved score of 97.4% in Marriott HR Audit, highest score in the North East
Accomplished highest hotel associate engagement score in North East in 2012
Implemented holiday tracking to maximise profits and make payroll savings of 5k year on year
Relief Director of Human Resources , during a sustained period of absence at the end of 2011
Associate of the Year in 2011
Human Resources Officer, MetroCentre Marriott Hotel (2007 – 2011)
Human Resources Manager, Somerfield Stores Ponteland (2006-2007) Customer Service Supervisor, Somerfield Stores (2001 – 2006) Specialist Training and Technical Skills
Foundations of Leadership
Dr. Stephen Covey’s The 7 Habits of Highly Effective People
Marriott Interviewer Certification Training Change Management: New Behaviours for Improved Performance
Recruiting for High Performing Teams HACCP
Group Task Trainer and Task Trainer
Opera MARSHA
Micros Delphi
EDUCATION
June 2007 – Northumbria University BA Hons Human Resources and Business Management Certified by City and Guilds in Human Resources Management (2006) Graduate Member of the CIPD (2007)
June 2003 – Ponteland High School 3 A Levels & 11 GCSE’s
REFERENCES Raoul Lemmerling Chris Convery Sarah Moss General Manager Marriott Arc De Tromph Director HR Marriot MetroCentre HR Manager Paris Newcastle upon Tyne London [email protected] [email protected] [email protected]