Simon Finch
Osaka,12
Summary
Guest Relations/Front Desk Manager with proven track record of superior knowledge in field of luxury hospitality over past 20 years. Exceptional skills in overseeing the front desk operation, informing guests of hotel amenities and consulting on city-wide excursions based on personalized conversations. Utilized talents in language, cultural norms and personality awareness to give every guest beautiful experience.
Intelligent management professional with exceptional knowledge of venues, tourist attractions, dining and entertainment offerings in Kansai. Extensive background in hotel management positions for high-end resorts.
Overview
28
28
years of professional experience
Work History
Guest Relations Manager
The Ritz-Carlton, Osaka
09.2022 - Current
- Monitored guest feedback, using to improve service and departmental operations.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Motivated and rewarded employees to improve engagement.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Planned and implemented promotional activities to increase customer satisfaction.
Loyalty Manager
The Ritz-Carlton, Kyoto
01.2017 - 08.2022
- Created and managed social media campaigns to increase brand engagement.
- Conducted market research to identify new opportunities and target markets.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Devised content strategy to effectively engage target audiences.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
Night Manager
The Ritz-Carlton, Kyoto
01.2014 - 02.2017
- Resolved customer complaints promptly and professionally to maintain satisfaction.
- Created nightly shift task lists to assign duties to each employee.
- Trained and mentored new and existing staff to achieve best practices.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Conducted nightly inventory management procedures to track sales and stock levels.
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Supervised security personnel in upholding staff, customer and building safety.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
Specialist Guest Relations Officer
IHG, Crown Plaza, Kyoto
06.2012 - 10.2014
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Assisted with staff training to enforce quality, safety and sanitation guidelines.
- Developed and managed relationships with key clients and partners to drive growth.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Developed effective improvement plans in alignment with goals and specifications.
Restaurant/Bar Manager
Mikawa Bay Resort Linx, Aichi-ken
05.1996 - 02.2010
- Orchestrated social functions, formal engagements and business meetings, resulting in significant increase in overall sales.
- Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks, and customer-focused events.
- Processed in-house batching of syrups, tonics, tinctures, bitters and infusions.
- Maximized customer service by training staff, overseeing operations, and resolving issues.
- Closed out cash register and prepared cashier report at close of business.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Maintained high standards of customer service by staying up to date on bar and menu options and providing effective food recommendations for guests.
- Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
- Consulted with managers to organize special events and promotions.
- Explained daily specials and beverage promotions to exceed daily sales goals.
- Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.
- Motivated staff to perform at peak efficiency and quality.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Oversaw food preparation and monitored safety protocols.
- Developed unique events and special promotions to drive sales.
Education
Bachelor of Arts - Sales And Marketing Education
NSW University
SydneySkills
- Hospitality industry knowledge
- Public speaking and presentations
- Front Desk Operations
- Hotel Management
- Guest Communication
Personal Information
- Date of Birth: 30/07/1968
- Nationality: Australian
- Driving License: Japanese
Running Marathon's
I enjoy in my running Marathons through-out Japan, with a goal of running all major Marathons in Japan.
Languages
English
Native language
Japanese
Proficient
C2
Timeline
Guest Relations Manager
The Ritz-Carlton, Osaka
09.2022 - Current
Loyalty Manager
The Ritz-Carlton, Kyoto
01.2017 - 08.2022
Night Manager
The Ritz-Carlton, Kyoto
01.2014 - 02.2017
Specialist Guest Relations Officer
IHG, Crown Plaza, Kyoto
06.2012 - 10.2014
Restaurant/Bar Manager
Mikawa Bay Resort Linx, Aichi-ken
05.1996 - 02.2010
Bachelor of Arts - Sales And Marketing Education
NSW University
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