Fran User
@franuser3
I drive hospitality SaaS adoption, retention, and complex client issue resolution.
United KingdomWhat I'm looking for
At Journey Hospitality, I manage a portfolio of 150+ hotel and spa SaaS clients, driving adoption across Premier Core, eCommerce, and Gifted. I own complex escalations end to end, working with Product and Engineering while identifying retention, upsell, and expansion opportunities.
I've also led reservations, implementation, and high-stakes operations for Estelle Manor, Music First Partnership, and TAG. As a hands-on user of hospitality platforms including SevenRooms and Opera Cloud, I've built playbooks that reduced dropped-call rates and helped teams deliver dependable customer experiences.
Experience
Work history, roles, and key accomplishments
Product Support Specialist
Journey Hospitality
Jan 2026 - Present (8 months)
Owns a portfolio of 150+ hospitality SaaS clients, driving product adoption and utilisation. Takes end-to-end ownership of complex client issues, coordinating with Product and Engineering teams, and identifies upsell opportunities while mentoring newer team members.
Head of Reservations
Estelle Manor
Mar 2024 - May 2025 (1 year 2 months)
Operated and optimised the property's tech stack as a daily end-user, developing scalable playbooks and SOPs that cut dropped call rates from over 50% to 2–3%. Served as final escalation point for complex service failures and mentored team members.
Operations Consultant
Music First Partnership
Jun 2023 - Mar 2024 (9 months)
Directed complex, rapidly shifting international operations and technical logistics for high-profile, multi-million-pound entertainment accounts requiring 100% execution accuracy. Audited legacy workflows and implemented streamlined communication protocols.
Pre-Opening Implementation Manager
Estelle Manor
Mar 2023 - Jun 2023 (3 months)
Directed full technology and operational setup for a major luxury hospitality launch, managing project plans and cross-team readiness to go-live. Authored technical workflows and onboarding documentation.
Head of Reservations
Baron's Eden Hotel & Spa Collection
Mar 2022 - Mar 2023 (1 year)
Oversaw central booking operations across a multi-property portfolio, designing cross-departmental workflows that cut dropped call rates to 5–7%.
Guest Relations Manager
Ellenborough Park Hotel & Spa
Sep 2021 - Mar 2022 (6 months)
Managed end-to-end relationship health for VIP and HNW clients as a daily end-user of Reslynx and ResDiary, maintaining service standards that secured repeat business.
Head of Touring & Logistics
The Travel Agency (TMC)
Nov 2019 - May 2021 (1 year 6 months)
Directed complex international travel operations and high-stakes logistics for high-profile entertainment clients, coordinating directly with Tour Production Managers.
Operations Manager
TAG (The Appointment Group)
Jun 2012 - May 2019 (6 years 11 months)
Managed multi-million-dollar international touring accounts, acting as a trusted advisor to artist management, production teams, and senior stakeholders. Led resolution of flight disruptions and visa issues, and acted as super-user for core operational platforms.
Cabin Crew
British Airways
Delivered customer service and operational support across international routes, recognised for calm leadership under pressure.
Branch Manager
Flight Centre
Led branch operations and P&L performance, consistently exceeding commercial sales, service, and retention targets.
Education
Degrees, certifications, and relevant coursework
University of Gloucestershire
Bachelor of Arts (Hons), English Studies
Earned a BA (Hons) in English Studies from the University of Gloucestershire.
Availability
Location
United KingdomAuthorized to work in
Salary expectations
Job categories
Skills
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