Heike Murphy

Led guest services aboard luxury cruise ships, ensuring top-tier hospitality. Managed daily hotel operations, including F&B, housekeeping, and guest entertainment.

Checked customers’ applications, including personal data, and performed video interviews via video calls. Conducted assessments of customers’ documents for compliance with anti-money laundering standards.

Managed all aspects of hotel operation, including staff management and training to ensure a consistent guest experience. Oversaw and executed daily cleaning of all living areas, including antiques, fine furnishings, and delicate surfaces.

Supervised the opening and closing of ships at the start and end of the season, ensuring smooth communication with all departments. Oversaw daily housekeeping operations, maintaining consistent, high-quality standards and training staff in HACCP.

Managed hotel operations onboard, ensuring exceptional service across housekeeping, front office, F&B, and guest services. Supervised a multicultural team, focusing on excellence and guest satisfaction.

Coordinated the organization’s financial budget and operational performance, overseeing day-to-day operations across multiple departments. Led the hotel team to successfully pass Hilton Quality Audit Standards, ensuring full compliance with brand and operational guidelines.

Supported the General Manager in overseeing hotel operations, ensuring compliance with Hyatt brand standards. Managed daily activities across Front Office, Housekeeping, F&B, and Guest Services.

Preserved the castle’s historical ambiance while maintaining modern service standards. Supervised staff across departments to ensure efficiency and enforced health, safety, and hygiene protocols.

Led front desk operations, including guest arrivals, billing, and concierge services. Managed cash handling procedures, night audits, and financial reconciliations.

Delivered exceptional table service in the restaurant, ensuring high standards of cleanliness and presentation. Coordinated with junior staff to ensure smooth service delivery.

Completed a comprehensive Hospitality Management Apprenticeship, gaining foundational knowledge in hotel operations during the first year. Specialized in administrative tasks and further developed skills in the second year, culminating in advanced skills and management support in the final year.