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Iulia Florina

@iuliaflorina

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Guest experience and operations professional driving service excellence, HR support, and team development.

United Kingdom

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What I'm looking for

I seek a remote role in HR, guest experience, audit, or administrative support where I can apply operations expertise, coaching, and process improvement.

I am a results-driven guest experience, HR, and operations professional with 5+ years in luxury hospitality, specialising in recruitment, onboarding, training and service optimisation. I have supported HR investigations and employee relations, coordinated multi-outlet scheduling and workforce planning, and designed training that measurably improved guest satisfaction and audit results.

My career includes leadership roles at London EDITION and W London, where I increased guest satisfaction scores, achieved strong audit outcomes (107% BSA, 97% LQA, 93% Forbes) and boosted revenue via strategic upselling. I seek remote opportunities in HR, guest experience, audit, or administrative support where I can apply my operational know-how, coaching approach and commitment to continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Assistant Bars Manager

Current

London Edition

Sep 2024 - Present (1 year 6 months)

Managed daily bar operations and staff across multiple outlets, improving service standards and increasing guest satisfaction; achieved 107% BSA, 97% LQA, and 93% Forbes audit results through training and quality initiatives.

Guest Experience Staff Training Scheduling KPI Tracking Inventory Management Upselling Conflict Resolution

B&F Coordinator

W London

Dec 2021 - Jun 2022 (6 months)

Supported operations and pre-opening preparation by developing service standards, training materials, and coordinating promotions to enhance revenue and guest engagement.

And Training Materials Promotion revenue enhancement Coordination Scheduling Communication Stakeholder Management

Receptionist

JW Bucharest

Jun 2021 - Dec 2021 (6 months)

Delivered front office support including reservations, check-ins/outs and administrative tasks using Opera PMS to maintain high guest satisfaction and efficient operations.

Opera PMS Reservations Front Desk Operations Guest Relations Administrative Support Check Out Communication Problem Solving

B&F Supervisor

W London

Led daily food & beverage operations, trained and mentored teams to achieve high service delivery and managed staffing, inventory, and guest relations during peak periods.

Team Leadership Training Development Scheduling Guest Relations Service standards

Education

Degrees, certifications, and relevant coursework

Coventry University London Campus

Bachelor of Arts with Honours, International Hospitality and Tourism Management

2017 - 2021

Grade: Upper Second Class

Completed a Bachelor of Arts with Honours (Upper Second Class) in International Hospitality and Tourism Management, focusing on guest experience, operations, and hospitality management.