Ummer Afran
Reception Manager @Millennium Gloucester Hotel London Kensington
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WORK HISTORY
Reception Manager @Millennium Gloucester Hotel London Kensington
London, GB
Leading front-office operations for one of London\'s largest hotel properties, driving service excellence across a team of 15+ while managing revenue optimisation for a 600+ room inventory- Direct the daily operations of the Reception Desk and Back Office, ensuring consistently high service standards and alignment with business objectives- Supervise and mentor a team of Receptionists and Shift Leaders, fostering a culture of exceptional customer care and professional service delivery- Manage room inventory and balance room-type availability to maximize occupancy while proactively preventing overbooking- Deputise for the Front of House Manager during their absence, assuming full accountability for departmental leadership and operational performance- Maximise RevPAR and overall hotel profitability through strategic selling techniques and effective booking management- Maintain strict financial controls by monitoring cash floats, auditing rebates, and ensuring accurate financial processing for the Accounts Department- Act as a Lobby Ambassador, identifying and prioritising VIP and corporate guests to enhance personalised service and drive additional revenue- Resolve complex guest complaints and internal team conflicts effectively, using feedback to continuously improve service and operational standards- Establish clear and effective communication structures within the department while coordinating with other department heads to ensure seamless hotel operations- Conduct performance reviews and regular one-to-one meetings to identify training needs and encourage a collaborative, high-performing team environment- Perform Duty Management shifts, taking responsibility for emergency procedures, security oversight, and full Health & Safety compliance- Utilise industry-standard systems including Opera for reservation and room management and GenSuite for comprehensive incident, risk, and safety reporting.
EDUCATION
GIA (Gemological Institute of America)
GRADUATE DIAMOND
Sudana Residential School
High School Diploma
ACCA
Aspirant
Ravensbourne University London
MA in luxury brand management, (Business Administration,Management and Operations)
St.Philomena P.U College
pre university, Business/Commerce, General
St Aloysius Evening College, Mangalore
Bachelor of Commerce - BCom, Business/Commerce, General
ABOUT UMMER AFRAN
Most hospitality professionals choose one path- operations or entrepreneurship. I chose both. I currently lead front-office operations at the Millennium Gloucester Hotel London Kensington - a 600+ room, high-volume international property - where I manage a multi-functional team, drive RevPAR strategy, and set the standard for guest experience every single day. But before London, I was building businesses from scratch in India- a premium photography brand, a food franchise, a news platform, Design & print media firm, a clothing label. Each one taught me something the classroom never could: how to create something from nothing, how to serve customers who have options, and how to lead when there\'s no rulebook. That combination - operational discipline meets entrepreneurial thinking - is what makes my approach to hospitality leadership different. My academic foundation in Luxury Brand Management (MA, Ravensbourne University London) gives me a sophisticated lens on consumer behaviour, brand positioning, and premium service design - skills I apply daily to elevate guest touchpoints and team performance. What I bring to the table: → 2+ years of progressive hospitality leadership across London\'s competitive hotel landscape → Proven ability to build and mentor high-performing front-office teams → A founder\'s instinct for spotting inefficiency, solving problems, and creating value → Multilingual communication across 6 languages in international service environments Whether you\'re a business owner looking to elevate your service culture, a hospitality professional navigating your next move, or a student mapping your career - I\'m always open to meaningful conversations. u••••••••@gmail.com | Open to collaborations, advisory conversations & speaking opportunities
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