Nicole Freeman
Age: 26
Position: Guest services manager, Four Seasons Hotel Canary Wharf, London
Career to date...
Having started her career in 2002 as a management trainee in the housekeeping department at the Four Seasons Hotel Washington, Freeman was soon promoted to assistant housekeeping manager and then hotel assistant manager. She then transferred from the USA to London to join the Four Seasons Hotel Canary Wharf as assistant night manager, quickly progressing to assistant manager on the concierge desk before taking up her current position in late 2006.
Why is she a winner?
Freeman is results-orientated with a knack for problem solving. In her current role she has proved again and again that she will go beyond the call of duty to ensure that the guest experience is a memorable one. Having quickly set about improving services and administrative processes in the concierge department, Freeman has also introduced a number of popular new guest services such as a Jaguar courtesy car and iPod loan.
Another area Freeman dived headlong into was supplier relations. In addition to re-evaluating existing contracts, she has implemented hotel-run training and familiarisation programmes for the third-party guest services firms the hotel works with. One of her initiatives - a daily hire-car spot check - has not only reduced costly glitches for the hotel but helped to improved communications and relations with the supplier.
Freeman recently became an active member of the Cornell Hotel Society in London and supports a number of charitable initiatives. Her enthusiasm for the industry is contagious and she has proved to be very supportive of her staff, providing them with the necessary coaching and training to help them to achieve their potential.