Melissa Hawkins
Front Office Manager @Warner Hotels
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WORK HISTORY
Front Office Manager @Warner Hotels
Deliver outstanding guest experiences by ensuring reception, holiday sales, and night teams provide warm, attentive, and accurate service at every touchpoint- Stay poised and ready to respond to unexpected challenges, adapting quickly to maintain smooth operations and guest satisfaction- Drive holiday sales performance by coaching the team to confidently promote packages and experiences, contributing to revenue growth while maintaining integrity and care in every recommendation- Be an expert in the rebooking process & drive onsite break sales-Curiously challenge existing processes by introducing innovative ideas that enhance efficiency, improve guest journeys, and elevate service standards - Maintain world-class standards in front office operations through continuous refinement of procedures, technology use, and team training- Keep promises by ensuring accurate reservations, billing, and guest communications, delivering commitments on time and to the highest standard- Champion collaboration by working closely with housekeeping, F&B, and other departments to ensure seamless coordination and exceptional guest experiences- Lead, coach, and develop the reception, holiday sales, and night teams, fostering a culture of trust, open communication, and professional growth where every voice is valued- Monitor performance metrics, guest feedback, and occupancy trends, using insights to refine strategies and improve results- Ensure compliance with health, safety, and data protection standards, creating a safe and professional environment for guests and team members.
ABOUT MELISSA HAWKINS
With over nine years of professional experience, I am passionate about leading dynamic teams to deliver exceptional guest service and operational excellence. As Front Office Manager at Warner Hotels, I am committed to fostering an environment where team members thrive, ensuring memorable guest experiences that align with the Warner brand. My dedication to cultivating high-performance teams reflects a mission to create fulfilling opportunities for staff while enhancing the overall guest journey. At Warner Hotels, I lead and coach the Reception, Holiday Sales and Nights team in day and night operations, ensuring seamless coordination and adherence to brand standards. By collaborating across departments, we deliver a cohesive experience for guests from arrival to departure. My focus on team empowerment, health and safety compliance, and operational preparedness enables us to consistently exceed expectations and drive the success of the Reception & Sales department.
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