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Work Background
London Marriott Grosvenor SquareGuest Relations Team
Feb. 2024London Area, United KingdomAs part of the Guest Relations Team at the London Marriott Grosvenor Square, I worked to coordinate special events, commemorate elite guests and provide guest experience recovery. Responsibilities: Coordinating with departments to deliver guest services and requests: - Managed communication and requests with various departments in the hotel, including F&B, restaurant outlets and reception. - Ensuring effective communication within the team by handing over crucial information from the day and any necessary follow-up cases, making sure these had been completed. Handling VIP guests by acknowledging their unique requests and personalising services: - Corresponded with guests to organise special events varying from birthdays, anniversaries, graduation and more with personalised amenities and services. - Using notes from previous stays and guest information to incorporate preferences to provided amenities. Collecting guest feedback to understand improvements within the property: - Contacting all guests during their stay to check up and receive feedback on hotel services and satisfaction. - Using this information to highlight areas of concern and bring innovation to services in the hotel, including gym equipment requests and lounge F&B offerings. Resolving all complaints and concerns promptly and finding appropriate solutions for guest satisfaction: - Collecting key details on guest dissatisfaction to highlight and understand concerns, informing a manager to escalate if needed. - If possible, offering guests solutions to their dilemma, such as room moves based on availability and complementary services where appropriate. - Providing extra care to the guest during the remainder of the stay to ensure satisfaction and proper resolution to issues. Training new hires on day-to-day tasks, system programs and standard operational procedures.
Escape StudiosStudent Content Ambassador
Feb. 2024 - Jan. 2025London, England, United KingdomHaving recently taken on the role of a Student Content Ambassador, I am responsible for accepting small content creation projects on behalf of the Escape Studios Social Marketing Team.
London Marriott Grosvenor SquareLobby Hostess
Aug. 2023London, England, United KingdomAs a Lobby Hostess at the London Marriott Grosvenor Square, I played a crucial role in enhancing initial guest experiences and gathered valuable insights through guest conversations. I worked alongside the reception team and F&B outlets to provide an essential service to welcoming guests at the property. As part of my daily tasks, I would routinely refresh our F&B cart with drinks and snacks for guests and create connections with them. While engaging with guests, I picked up on several pieces of information used to enhance guest stays and create magical moments. Responsibilities: Maintaining a clean and welcoming lobby: - Curating a welcoming environment and engaging with guests in the lobby. - Keeping an eye on the cleanliness of the lobby and arranging for public area attendants when needed. Assisting and interacting with guests throughout their stay: - Proactively offering assistance and services to guests passing the lobby. - Attentive to the needs of guests from moment to moment. Managing a food and beverage cart in the lobby: - Working with the kitchen team to organise special events, snacks, and drinks. - Organising and maintaining a stock of snacks, drinks and children's goodie bags.
Game Tester | TEST YOUR BIG IDEAS AT SCALE! Game Tester
Aug. 2022 - Jul. 2024London, England, United KingdomSince beginning in August, I have received several requests and completed 7 to a high standard. Recommended changes and corrections to developers for optimal usability and playability.
Maintained well-organized notes for quality feedback to developers.
Documented testing procedures for developers and future testing use.
Zero GravityMentee
Aug. 2022 - Oct. 2023An online mentoring programme for students in the UK who are in the top
10% scorers at GCSE across the country. We are matched with university students/graduates who we schedule meetings with to discuss educational topics.
With this programme, I have gained more knowledge regarding university, studies and activities. My mentoring sessions include personal statement reviewing and weekly catch-ups on school/outside events.
Alvarium Work experience
Aug. 2022 - Aug. 2022London, England, United KingdomOne week of work experience at Alvarium Investments.
While attending this work experience, I had a chance to converse with many employees at the office, getting to know their roles in the sub-groups at the company.
I managed to get a great insight into the work environment, ethics & culture of Alvarium's office.
Used critical thinking to break down problems, evaluate solutions and make decisions regarding office sustainability and care.
Game Tester | TEST YOUR BIG IDEAS AT SCALE!Game Tester
Aug. 2022 - Jul. 2024London, England, United KingdomSince beginning in August, I have received several requests and completed 7 to a high standard. Recommended changes and corrections to developers for optimal usability and playability. Maintained well-organized notes for quality feedback to developers. Documented testing procedures for developers and future testing use.
AlvariumWork experience
Aug. 2022 - Aug. 2022London, England, United KingdomOne week of work experience at Alvarium Investments. While attending this work experience, I had a chance to converse with many employees at the office, getting to know their roles in the sub-groups at the company. I managed to get a great insight into the work environment, ethics & culture of Alvarium's office. Used critical thinking to break down problems, evaluate solutions and make decisions regarding office sustainability and care.
The Royal ParksWork experience
Feb. 2022 - Feb. 2022London, England, United KingdomOne week of work experience with The Royal Parks at Hyde Park. Working in a team with other students & staff members at the Outlook Discovery Center to deliver educational workshops and activities for children and families.
I assisted the teams by setting up activities and attending health and safety protocol meetings.
I monitored different workstations across the Center, being tasked with awareness of safety precautions and staying alert whilst keeping children engaged & safe.
Assisted with day-to-day operations, working efficiently and productively with all team members.
Demonstrated respect, friendliness and willingness to help wherever needed.
All Aboard Shops LtdStudent Volunteer
Jul. 2021 - Jan. 2023London, England, United KingdomI was clearing up shelves and clothing rails, discounting older items to make room for new items.
Assist customers when needed; for example, they may ask me if they want anything.
Working the till and process payments if no other staff members are available.
Maintained a tidy and organized environment to comply with cleanliness standards.
Maintained excellent customer service and a positive attitude towards guests, customers, and teammates.
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