Experience

Hôtel-Restaurant La Barcarolle 4* Sup.

• Switzerland
• Hospitality
• 1 - 100 Employee

• Maître d’hôtel

  • Jun 2020 - Present

  Under the authority of the General Manager, my role is essential for the smooth running of the hotel. In this capacity, I coordinated the activity of my teams and ensured the following missions on a daily basis: - Ensure the smooth running of the different shifts of the F&B - To ensure the respect and the application of the procedures as well as their updates - Implementation of standards and quality standards - Supervise, provide training and manage my F&B team - Schedule management - Interface with the different services of the establishment to have a good cohesion (the "cross training" helping a lot) - Respond to customer requests and complaints by finding one or more quick and effective solutions to satisfy them - Participate in all aspects of customer loyalty - Improvement of sales by controlling the various distribution and sales channels by ensuring an internal sales role: Visits, detection of potential customers, communication with sales representatives and CARDEX maintenance, direct mail, etc. - Implementation of settlement and collection procedures - Check of the staff cashier... Show less



Mandarin Oriental Hotel Group

• Hong Kong
• Hospitality
• 700 & Above Employee

• Night Concierge

  • Sep 2017 - Jun 2020

  Posts room charges and taxes to guest accounts. Processes guest charges voucher and credit card vouchers. Post charges to the guest accounts that have not been posted or were incurred on the night audit shift. Transfer charges and deposits to master accounts. Checks that all charges are assigned to the appropriate departments. Verify that all transactions performed at the front desk are supported by documentary evidence and signatures as necessary and that they have been correctly posted and allocated in to PMS system. To Verify that all charges posted from the POS Software, SPA software had reached the correct guest folios and also not missing. Verifies all account postings and balances. Verifies that room rates are correct and posts those rates to guest accounts. Monitors the current status of coupon, discount, and other promotional programs. Able to function as a front desk agent especially in terms of check-in and check-out procedures. Tracks room revenues, occupancy percentages, and other front office statistics. Prepares a summary of cash, check, and credit card activities. Summarizes results of operations for management. Check figures, postings, and documents for accuracy. Record, store, access, and / or analyze computerized financial information. Prepare of End Of Day (EOD) procedure. Follow the EOD. Have complete knowledge of emergency procedures. Balance the day’s charges, making corrections as necessary. Performs wake-up calls. Run EOD process in property management software (PMS). Understand principles of auditing, balancing, and closing out accounts. Knows how to operate PMS, typewriters, and other front office equipment's. Respond to guest needs, special requests and complaints and alert the appropriate manager as needed Perform nightly balancing of in-room video and long-distance telephone services Understand and knows how to perform check-in and check-out procedures. Show less



Louvre Hotels Group

• Ferney-voltaire

• Assistant General Manager

  • Oct 2014 - Sep 2016



Free-lance

• PARIS

• Chef de reception, Adjoint de direction, Maître d'hôtel, Régisseur

  • Oct 2012 - Oct 2014

  Remplacement de courte et moyenne durée sur les différents postes sités, en établissement quatre étoiles et luxe. Remplacement de courte et moyenne durée sur les différents postes sités, en établissement quatre étoiles et luxe.



ROYAL GARDEN Champs Elysées

• ASSISTANT GENERAL MANAGER

  • Feb 2011 - Oct 2012

  ° Ressources Humaines. ° Management direct d’une équipe d’environ 20 personnes, mais aussi de prestataires extérieurs. ° Coordonner l'activité de l'équipe et mener des actions de gestion des ressources humaines (recrutement, formation...). Gestion Administrative: ° Gestion comptable et administrative de la structure en collaboration avec le service comptabilité. ° Analyse des données d'activité de l'exploitation tout en veillant au bon équilibre financier. Développement Commercial: ° Développer le Chiffre d’Affaires tout en augmentant la satisfaction clients. ° Mettre en place la stratégie commerciale (packages…). Gestion Opérationnelle & Technique: ° Assurer la sécurité et la qualité des prestations. ° Superviser l'entretien des équipements et des installations. ° Implication dans l’accueil des clients et encadrement des activités. Qualités: * Autonomie. * Polyvalence. * Très bon relationnel. * Sens du service. * Organisation et rigueur. * Leadership naturel. Show less



AMARANTE

• FRONT OFFICE MANAGER

  • Jun 2010 - Jun 2011

  Gestion Administrative: ° Gestion comptable et administrative de la structure en collaboration avec le service comptabilité. ° Analyse des données d'activité de l'exploitation tout en veillant au bon équilibre financier. Gestion Opérationnelle & Technique: ° Assurer la sécurité et la qualité des prestations. ° Superviser l'entretien des équipements et des installations. ° Implication dans l’accueil et la fidélisation des clients et encadrement des activités. Gestion Administrative: ° Gestion comptable et administrative de la structure en collaboration avec le service comptabilité. ° Analyse des données d'activité de l'exploitation tout en veillant au bon équilibre financier. Gestion Opérationnelle & Technique: ° Assurer la sécurité et la qualité des prestations. ° Superviser l'entretien des équipements et des installations. ° Implication dans l’accueil et la fidélisation des clients et encadrement des activités.



MARRIOTT

• La Défense

• Night Manager

  • 2003 - 2009

  Deliver excellent customer service and maintain a high standard of customer management, at all times Fulfil all reasonable requests from guests, to ensure their comfort, satisfaction and safety Ensure that our hotel is operated safely, at all times. Undertake overnight responsibility for reception, checking guests in and out, taking reservations and dealing with all telephone enquiries Maintain knowledge of all company promotions and hotel pricing, to provide information to guests, on request Be responsible for evacuation, in cases of emergency, acting as first point of contact for guests and the emergency services; be accountable for guests’ safety and comfort Complete security checks at hourly intervals throughout the night Complete manager’s log book and maintain accurate records of all fire safety checks carried out during the shift Undertake additional administration duties, as requested by either the hotel manager or the pub manager Adhere to company policy for reporting accidents and incidents Maintain personal knowledge by completing in-house training, attending courses and completing workbooks Always adhere to all company policies and procedures and licensing laws Be involved and contribute at team meetings Carry out instructions given by the management team and head office Accounting. Show less