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Work Background
MILESTONE by TriberaDeputy Resident Manager
Apr. 2024Cracow, Małopolskie, Poland
Infosys BPMProces Executive Customer Service Representative
Feb. 2021 - Nov. 2021Dublin, County Dublin, Ireland- Provided excellent customer service by responding to inquiries, resolving problems, and maintaining a positive and professional demeanor.
- Communicated effectively with customers via phone, email, and chat to provide accurate and timely information.
- Used various software tools and systems to document customer interactions, update customer information, and complete transactions.
- Collaborated with other team members and departments to identify and solve customer issues, and escalate complex problems as needed.
- Participated in training sessions and kept up-to-date with company policies and procedures to ensure quality service and compliance.
- Met or exceeded performance targets, such as call volume, quality scores, and customer satisfaction ratings.
- Contributed to process improvement initiatives by identifying areas for improvement and suggesting solutions to enhance efficiency and effectiveness.
- Maintained a positive and enthusiastic attitude while handling challenging situations and maintaining composure under pressure.
Red Cow Moran HotelFront Office Manager
Apr. 2019 - Feb. 2024County Dublin, Ireland• Ensured all guests received a genuine, warm, friendly, and courteous welcome upon arrival and during their stay from all department personnel.
• Participated in the development, implementation, and review of policies, procedures, practices, and standards.
• Selected, trained, developed, scheduled, and managed the performance of direct subordinates, together with the FOM, to ensure the efficient running of front office operations.
• Maintained high visibility during peak periods to ensure smooth running of operations, promote good public relations, take corrective actions, and handle customers' complaints to ensure their satisfaction.
VikingGuest Services
Jun. 2018 - Apr. 2019As a Guest Service Representative on a cruise line ship, I was responsible for providing exceptional customer service to guests throughout their voyage. This involved a range of duties including: - Handling all on-board sales transactions and managing guest accounts using the front-office program MXP, ensuring accuracy and efficiency in all financial transactions.
- Providing concierge services to guests, including assisting with flight changes, lost luggage, booking tickets and providing local information to enhance the guest experience.
- Conducting regular security patrols to ensure the safety of guests, staff and the premises. This included ensuring all exterior doors and windows were secured and alarmed, and responding promptly to any security concerns or emergencies.
- Collaborating with other ship departments to ensure a seamless and enjoyable guest experience, including coordinating with housekeeping, dining, entertainment and other departments as needed.
- Communicating effectively with guests, staff and management to address concerns, resolve issues and provide exceptional service at all times. Overall, as a Guest Service Representative on a 5-star cruise line ship, I was dedicated to providing guests with a memorable and enjoyable experience, while maintaining the highest standards of safety and security.
Corus Hotel Hyde ParkGuest Relations Manager
Sep. 2017 - Jun. 2018London, United KingdomAs a Guest Relation Manager, I have successfully led and directed a team of 18 associates, including concierge members, in a 389-room 4-star hotel. My responsibilities included: - Ensuring the smooth operation of the Guest Relations department and delivering exceptional customer service to all guests.
- Conducting daily communication with the team to keep them updated on departmental, hotel, and company activities, as well as financial feedback, customer feedback, and online reviews from platforms like Trip Advisor, Expedia, and Booking.com.
- Analyzing customer feedback and providing strategic direction to continuously improve overall ratings and guest satisfaction.
- Developing and implementing new guest service initiatives to enhance the guest experience.
- Training and mentoring team members to improve their performance and providing them with ongoing feedback and support.
- Collaborating with other departments, including Sales, Marketing, and Operations, to ensure a seamless guest experience.
- Handling guest complaints and resolving issues in a timely and professional manner.
- Ensuring compliance with hotel policies and procedures, as well as local and federal laws.
- Maintaining accurate records of guest interactions, feedback, and preferences to personalize the guest experience and improve service delivery.
- Developing and managing departmental budgets and forecasting revenue and expenses.
The Lalit Suri Hospitality GroupDuty Manager
Apr. 2017 - Sep. 2017London, United KingdomAs a Duty Manager in a 5-star luxury boutique hotel, my experience includes: - Successfully managing a team of 10 front office team members, including receptionists and concierge, to deliver exceptional guest service.
- Improving the hotel's TripAdvisor ranking by almost 100 positions in the last 5 months by setting SMART objectives for each team member and continuously monitoring their progress.
- Conducting departmental meetings and ensuring clear and consistent communication regarding team performance and goals to ensure the team is aligned with the hotel's mission and vision.
- Developing and implementing strategies to enhance the guest experience, such as personalized check-in and check-out procedures, efficient guest handling, and prompt resolution of guest complaints.
- Providing training and support to team members to improve their skills and performance, including coaching on customer service, upselling, and cross-selling techniques.
- Ensuring compliance with hotel policies and procedures, as well as local and federal laws.
- Collaborating with other departments, such as Sales, Marketing, and Operations, to ensure a seamless guest experience.
- Maintaining accurate records of guest interactions, feedback, and preferences to personalize the guest experience and improve service delivery.
Embassy of the Republic of Poland in LondonGeneral Administrator
Oct. 2016 - Dec. 2016London, Greater London, United Kingdom
Apex HotelsFront Desk Receptionist/Supervisor trainee
Feb. 2015 - Apr. 2017London, United Kingdom
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