Supervisor Guest Relations at Conrad Luxury Hotel Dubai - Hilton International

  • România, Bacău
  • România, Bacău
  • Romania, Bacău
  • Romania, Bacău
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  • Ultima actualizare: 28.12.2013
  • Numar referinta: 97509


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  • Last update: 28.12.2013
  • Reference number: 97509


  • June 2013 - October 2013

    Supervisor Guest Relations, Conrad Luxury Hotel Dubai - Hilton International

    • Bacău, Romania
    • Full time
    • Work domain - Services: Tourism

    -	The department included : Guest Relations Officers, Service Engine Team and Butlers, each team with their own responsibilities.  Total Team Members reporting : 20
    -	Obtained information on the volume of business using the occupancy forecast and draw up a work schedule optimized to this, in efficient time, be familiarized with all the necessary daily information regarding special arriving guests, in house guests profiles and requests, special events, taking care of all the complaints and ensure guests satisfaction through their stay, be familiar with the hotel facilities and offering alternatives if necessary 
    -	Created the SOPs, continuous training of the daily responsibilities for each team member, coordinate the English classes, conducted training regarding the guest’s expectations and the valuable feedback after their stay in the hotel 
    -	Routinely prepared and evaluated CRM reports to identify problems and areas for improvement 
    -	Enforced the Safety procedures in accordance with the hotel policies and government regulations
    -	Monitored the appearance and performance of the staff
    -	Coordinated with Front Desk team leaders in order to ensure flawless operations
    -	Assisted Front Desk if needed, performing clerical , filing, mail distribution and handling complaints and rejection in a professional, friendly manner, evaluating the situation by personalizing the service towards the guest’s expectations 
    -	Checked , corrected and evaluated the reports (CRM, VIP reports, in house, arrivals, departures, etc) and all the documents sent via email or shared to the other departments within the hotel

  • October 2011 - June 2013

    Guest Relations Executive, Jumeirah Emirates Towers Dubai

    • Bacău, Romania
    • Full time
    • Work domain - Services: Tourism

    -	Checked handover sheets and took immediate action , printed the VIP report, checked  the arrivals of the day, if rooms were allocated, if amenities were arranged and placed in the rooms, ensure the registrations cards are kept in folders and everything  prepared to receive the guests accordingly with their preferences, responsible for courtesy calls for the guests that will be leaving the following day and also for the in house guests, to check if their requirements and  expectations were met  and followed up by the colleagues
    -	Responsible for managing the Front Desk and Reception Desk and supporting the office staff if necessary with a reliability in a stable and professional environment
    -	Fostered strong working relationships with all the hotel departments
    -	Responsible for group check-ins, assisted with show around tours through the hotel, planning and offering advices for conferences, meetings, cocktail events, weddings, theme parties, assist the guests with the relevant documentation 
    -	Completed the VIP tracking sheet with the arrival, departure and in house details of the guests, created detailed guest profiles to keep all the important information regarding their preferences, likes and dislikes and communicating them to the relevant departments if needed
    -	Answering telephone calls, taking messages, setting appointments, faxing, e-mail, receiving correspondence, offer luggage and transportation assistance, ensuring a safekeeping of all the items
    -	Demonstrated abilities in cementing healthy relationship with guests for generating business and leading workforce towards accomplishing corporate goals
    -	Consistently recognized by management for providing superior customer service

  • February 2011 - September 2011

    Sales and Events Coordinator, Tiriac Auto Dealer Bacau - Romania

    • Bacău, Romania
    • Full time
    • Work domain - Technicians: Automotive

    -	Established a partnership with each member of the Sales Team to ensure accurate orders
    -	Applied excellent attention to details and comprehensive knowledge of the products, anticipating customer’s needs and expectations, deadline oriented and having the ability to succeed in a demanding environment 
    -	Involved in direct sales, customer interactions through phone or via e-mail
    -	Campaigns coordination, multi skilled with the ability to plan, manage and organize events 
    -	Created catalogs with personalized criteria influenced by the market demands, trade shows, case studies
    -	Improved service quality and increased sales by developing a strong knowledge of company’s products and services
    -	Collected , monitored and evaluated customer requirements to achieve improvements 
    -	Organized professional calendars and supplied reminders of upcoming meetings and events
    -	Responsible for public events to increase the product awareness and attract possible new clients
    -	Researched, planned and organized show around events, test drives, corporate meetings and other advertising and public relations activities 
    -	Dealing with rejection or complaints, having good business sense and understanding the customer’s needs, offering advices  about after sales services, recording orders, negotiate and personalize the service, liaising  with the dealer network to answer and resolve their requirements

  • July 2008 - January 2011

    Assistant Manager, Sterling Works Jewelry Chicago

    • Bacău, Romania
    • Full time
    • Work domain - Sales: Sales

    -	Engaged in direct selling , created special offers, discounts and seasonal sales, pricing strategies
    -	Improved the company’s image and changed work strategies for the high season periods and  holidays 
    -	Responsible to verify all the documents and reports daily, weekly and monthly and send them to the Office, writing correspondence, sending fax, making phone calls for any requirements
    -	Prepared sales analysis and sales reports (weekly, monthly, yearly, business loss reports, enquiry sheets)
    -	Planned methods for improving the quality of our services with potential clients and maximized relationships with existing customers by finding the market demands
    -	Resolved any unexpected problems or complain that arise with professionalism and diplomacy
    -	Involved in many projects of promoting the image of the Sterling Works Company (including TV shows ) by choosing the right products and establishing the right sale promotions that will bring more benefits according with the customer’s expectations, attending trade shows and exhibitions when required, proven experience in launching new products
    -	Scheduled the work program and establish the duties of each employee
    -	Always maintained a close environment with the staff, possessing a good team spirit and developing existing and new customers through sales methods and consistent high customer service

  • August 2007 - September 2009

    Assistant Manager Guest Relations, Intercontinental Luxury Hotel

    • Bacău, Romania
    • Full time
    • Work domain - Services: Tourism

    -	Balanced multiple tasks and prioritized seamlessly while delivering the highest level of customer service, willing to go the extra mile to increase guest satisfaction and comfort; 
    -	Established and adjusted work procedures to meet the expectations in a timely manner; created reports using Microsoft Excel Spreadsheets to keep a constant record of the guest’s special requests and also to monitor the complaints and the amenities along with apology letters delivered; handled incoming and outgoing correspondence, screened telephone calls and inquires and directed them as appropriate; handled guest complaints, maintaining a positive attitude
    -	Assisted the Front Desk at all times, kept records of room availability and guests’ accounts, performed reception activities such as registering guests and choosing the right rooms accordingly to their preferences, issuing keys, balancing accounts, processed and distributed invoices to the guests, balanced all the rebates and other miscellaneous charges, proceed payments
    -	Promoted to Assistant Manager after  8 months in position of Guest Relations Executive
    -	Created repeat business by developing long term relationships with regular guests 
    -	Served as an example to junior team members, being nominated as Employee of the Month several times
    -	Successfully handling the Loyalty Program,  promoting opportunities to maintain the satisfaction of the guests 
    -	Oriented towards overall objective of the hotel and business, revenue driven approach
    -	Responsible to follow up with the reservations for the groups, ensure their requirements are met, receiving the guests and offering assistance during their stay in the hotel, preparing all the necessary for the departure and also let them know we are looking forward to welcome them back anytime
    -	Undertake any other required operational duties as required by the Front Office Manager


  • 2008 - 2010

    Bachelor's degree, Spiru Haret

    • «Alt oraș», Romania
  • 2007 - 2009

    Bachelor's degree, Spiru Haret

    • «Alt oraș», Romania
  • 2006 - 2007

    Bachelor's degree, Bacovia University

    • Bacău, Romania
  • 2004 - 2006

    Bachelor's degree, Alexandru Ioan Cuza

    • Filiași, Romania
  • 2000 - 2004

    Highschool, Economic College

    • Bacău, Romania


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