Katerina Peppa

Supporting the General Manager across executive operations, including strategic planning, email and calendar management, meeting coordination, ownership reporting, and preparation of executive presentations and briefing materials.
Tracking hotel project actions, documenting managements meeting minutes, coordinating follow-ups, and ensuring timely execution and alignment with organisational goals.
Overseeing full HR operations for up to 80 employees, managing recruitment, onboarding, compliance, payroll review and HR system maintenance with accuracy and consistency.
Leading major organisational projects, including transitioning a team of 30 F&B employees from outsourced to in-house management and establishing streamlined HR and operational structures.
Driving employee engagement, inclusion and wellbeing through events, recognition programs, communication initiatives and benefits enhancements, achieving 92% and 91% employee satisfaction in 2023-2024 respectively.
Managing performance, employee relations, investigations and disciplinary processes, while also leading ESG, community and volunteering initiatives that reached top Hilton UK&I scores in 2023 and 2024.

Managed daily front desk operations for a 258-key, 4-star lifestyle hotel, leading 2 Team Leaders and 6 Front Desk Agents to deliver seamless, high-quality guest experiences.
Oversaw VIP allocations, room inventory, and efficient complaint resolution while maintaining strong communication with Maintenance, Housekeeping, and Security to ensure smooth and coordinated operations.
Delivered comprehensive staff trainings and strengthened cross-department collaboration, improving service consistency, operational efficiency and overall team performance.

Joined as Front Desk Agent (April 2018) and promoted to Team Leader within six months of hire; recognised as Best Front Desk Agent (June 2018).
Led and oversaw a team of 6 Front Desk Agents, providing training on SOPs, policies, customer service standards and correct payment procedures while fostering a positive, team-oriented work environment.
Addressed guest complaints with professionalism and care, ensuring positive resolutions that strengthened guest satisfaction and encouraged return visits to the property.