A P
@ap01
I improve customer experiences, operations, and service delivery for international clients.
RomaniaWhat I'm looking for
I've led customer-focused hospitality operations across the UK and Romania for 15+ years, managing luxury service environments, complex customer issues, and multicultural teams of 50+ employees.
At Clayton Hotel in London, I managed a £3.2M operation, led recruitment and performance reviews, and partnered with HR and senior leadership to improve service delivery. At Tewinbury Farm Hotel and The Marmorosch Hotel, I directed day-to-day operations, resolved escalated complaints, analysed guest feedback, and introduced service improvements.
As a freelance hospitality consultant, I help hotel openings succeed through customer service standards, onboarding, training, SOP creation, recruitment support, and cross-functional operational readiness. I'm now seeking a remote Customer Success, Customer Support, or Client Experience role where I can apply strong communication, relationship management, and operational expertise to business growth.
Experience
Work history, roles, and key accomplishments
Freelance Hospitality Consultant
Freelance
Apr 2024 - Present (2 years 4 months)
Implemented customer service standards for hotel openings and partnered with owners and senior stakeholders to improve guest satisfaction. Delivered onboarding and customer service training, supported recruitment, SOP creation, and operational readiness.
Food & Beverage Manager
The Marmorosch Hotel
Jul 2023 - Apr 2024 (9 months)
Directed customer experience across multiple luxury outlets and resolved escalated customer complaints with a customer-first approach. Analysed guest feedback, introduced measurable service improvements, and led operational teams while managing KPIs and budgets.
Hotel Operations Manager
Tewinbury Farm Hotel
Aug 2018 - Jun 2022 (3 years 10 months)
Managed day-to-day hotel operations focused on customer satisfaction and worked across departments to resolve customer issues efficiently. Developed training programmes and operational processes, and built strong relationships with customers, suppliers, and stakeholders.
Food & Beverage Director
Clayton Hotel
May 2016 - Aug 2018 (2 years 3 months)
Managed a £3.2M customer-focused operation and led recruitment, coaching, engagement, and performance reviews. Partnered with HR and senior leadership to improve service delivery and managed escalated complaints and service recovery.
Food & Beverage Manager
The Caesar Hotel
Jan 2014 - Jan 2016 (2 years)
Managed food and beverage operations at a London hotel, focusing on customer satisfaction and service delivery.
Catering & Domestic Senior Supervisor
Lindo Wing, St Mary's Hospital
Jan 2013 - Jan 2014 (1 year)
Supervised catering and domestic services at a hospital wing, ensuring quality and customer satisfaction.
Bar & Restaurant Supervisor
Holiday Inn Stratford City
Jan 2012 - Jan 2013 (1 year)
Supervised bar and restaurant operations, focusing on customer service and team coordination.
Education
Degrees, certifications, and relevant coursework
London South Bank University
Bachelor of Arts, Tourism and Hospitality Management
Bachelor of Arts with Honours in Tourism and Hospitality Management.
Tech stack
Software and tools used professionally
Availability
Location
RomaniaAuthorized to work in
United KingdomJob categories
Skills
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