Nicholas Jowers

• Overseeing the housekeeping department, reporting directly to the Managing Director, ensuring high standards of cleanliness and guest satisfaction, whilst still overseeing the Front Office Team/Department. • Negotiated tenders for outsourced labor agreements, optimizing operational efficiency and reducing costs. • Project managed the successful implementation of hotSOS for the entire hotel in June 2025., enhancing communication and service delivery. • Led various Capex projects aimed at elevating the guest experience, contributing to a more luxurious stay.

• Promoted to Front Office Manager, overseeing all operations of the Front Office and Reservations Department. • Project Managed the transition of PMS from Opera to Shiji, ensuring a seamless implementation. • Developed and updated Standard Operating Procedures (SOPs) to align with current trends and brand standards. • Collaborated with sister properties, providing taskforce support across the region. Including The Langham, Gold Coast (1 month), and The Langham, Melbourne (total 3 months).

• Oversaw the Reception, Concierge, and Guest Relations teams at Sydney's most luxurious 5-star boutique hotel. • Recruited and trained staff post-COVID reopening, ensuring full completion of Forbes training and LQA standards. • Achieved a significant increase in guest satisfaction rankings, leading to Forbes 4-star accreditation. • Developed and implemented training programs that enhanced team performance and guest experiences.

• Assisted the Chief Concierge in managing daily operations at the Concierge desk. • Oversaw a high-volume Bell/Valet operation, ensuring exceptional guest experiences. • Developed strong relationships with guests, enhancing satisfaction and loyalty.

• Oversaw a dedicated team of 10 Valet/Porters & Concierge in a prestigious 5-star boutique 105 room hotel. • Enhanced guest experience by implementing personalised service protocols, resulting in a 20% increase in guest satisfaction scores. • Developed training programs focused on attention to detail, leading to improved team performance and operational efficiency.

- Promoted through the ranks from Bellman to Guest Services Manager, leading Porters, Valet, and Commissionaire teams. - Elevated guest arrival experience, boosting satisfaction scores and streamlining service delivery. -Optimised luggage and transport operations, cutting wait times and improving efficiency. -Mentored a high-performing team culture, driving service excellence and valet parking revenue growth

University Placement