Experience

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  Homelike

  • London, United Kingdom

  • Global Account Manager - B2B Reservations

    • Sep 2023 - Present
    • London, United Kingdom

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  Q Apartments

  • United Kingdom
  • Hospitality
  • 1 - 100 Employee

  • Global Supplier Relationship Coordinator

    • May 2019 - Sep 2023

  • Assistant Manager - Global Reservations

    • Dec 2017 - May 2019

  • Reservations & Yield Executive

    • May 2015 - Dec 2017

    With its headquarters based in Copenhagen, Q Apartments is the largest provider of serviced accommodation in Scandinavia, operating prestigious portfolios in London and São Paulo.To work with the Reservations & Yield Manager to manage and oversee activity across Q Apartments UK, ensuring that occupancy levels are maximised at the highest possible ADR’s, revenue targets delivered, whilst delivering consistent excellent customer service to agreed SLA’s.• Handling enquiries to maximise conversion of bookings and revenue from each opportunity.• Using systems to manage inventory, availability & rates (Opera, Siteminder, OTA extranet sites).• Admin activities – charging guest credit cards, ID checks and sending confirmation letters.• Managing assigned accounts – including relocation agencies and corporate housing providers.• Assessing enquiries individually and negotiating rates with Agents to meet the revenue targets.• Liaising with the Business Development to maximise sales opportunities & develop accounts.• Meetings with key clients to report on reservations activity & set agenda for future development.• Processing bookings for São Paulo (Brazil) & liaising with the property administrator accordingly.• Assisting with production of monthly revenue reports for properties across the London portfolio.• Providing management cover and support in the absence of the Reservations & Yield Manager.

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  Dolphin Square Ltd

  • London, United Kingdom

  • Reception Shift Leader / Duty Manager

    • Oct 2014 - May 2015
    • London, United Kingdom

    To deliver 5-star guest service within a prestigious residential complex in Pimlico, London SW1, comprising 1,060 private flats and 165 serviced apartments available for short and extended stays.• Co-ordinating the operations of the Dolphin House Front Desk department.• Providing managerial support in leading a team of 7, including receptionists and porters.• Promoting on-site facilities – Dolphin Fitness Club, Moroccan inspired spa and the Bar & Grill.• Ability to deal confidently with high-profile customers – politicians, corporate clients and VIPs.• Instructing and supervising the team with regular performance reviews and reservation test calls.• Responsible for check-in of Dolphin Square Corporate Short Let arrivals.• Coverage for the Dolphin Square residential Help Desk and Night Manager shifts.• Dealing with a range of guest queries – invoice requests, special arrangements and lost property.• General administrative duties – invoicing, updating guest profiles, chasing reservation backups.• Filing financial documentation relating to guest bills for credit control by the Accounts department.• Taking phone bookings, handling enquiries & monitoring availability via SynXis/OTA extranet sites.• Resolving overbooking issues – balancing inventory and arranging book-outs with local hotels.

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  Think Apartments

  • Hospitality
  • 1 - 100 Employee

  • Reception Supervisor

    • Jan 2014 - Sep 2014

    Internal promotion to Shift Leader to undertake more responsibilities within the Front Office department while supervising and motivating the team to maintain consistent standards of guest service.• Supporting Line Managers in leading a team of 5 on duty, based in 4 dislocated receptions.• Responsible for the smooth day-to-day operations to ensure the department is run efficiently.• Reporting on each shift to ensure issues are communicated and resolved immediately.• In charge of shift handovers and departmental training with constant revision of SOP's.• Implementing up-selling techniques and monitoring allocations to maximise occupancy & revenue.• Conducting apartment show rounds alongside the Sales team to generate new potential leads.• Being fully conversant with Hotel Fire & Emergency policies and Health & Safety regulations.• Deputising Duty Management whenever required by the business.

  • Front of House Receptionist

    • Nov 2012 - Dec 2013

    To provide oustanding guest service in a multi property serviced apartment business based in London SE1, including the Maltings Estate, Think Tower Bridge, Think Bermondsey and Think London Bridge.• Standard Operational Procedures such as Check-in and Check-out.• Concierge duties – information about local attractions and travel arrangements.• Managing the Switchboard for all incoming calls within the business.• Handling complaints to ensure guest issues are dealt with promptly.• Dealing with all guest enquiries in person, via e-mail or over the phone.• Managing guest accounts upon billing instructions to process payments and release invoices.• Ensuring cash reporting and banking procedures are carried out complying with company policy.• Liaising with the Management and other internal departments to resolve job-related issues.

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  Ilia Restaurant & Lounge Bar

  • London, United Kingdom

  • Head Waiter

    • Mar 2011 - Feb 2012
    • London, United Kingdom

    To provide excellent customer service in a fine dining Italian restaurant located in the heart of Chelsea.• Welcoming and greeting guests.• Recommending dishes, taking orders and waiting on tables.• Dealing with reservations and supporting managers with table allocations.• Posting bills on TISSL Epos Touch Screen till and taking cash or PDQ machine payments.

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  Barcelo Hotels & Resorts

  • Rome, Italy

  • Bartender & Room Attendant

    • Jun 2010 - Dec 2010
    • Rome, Italy

    To provide excellent standards of guest service at the Aran Park Hotel, a stylish 4-star property situated in a quiet residential area of the EUR district in Rome, provided with 325 modern, spacious rooms and 6 large fully equipped meeting rooms.• Providing bar service and room services.• Preparation of cocktails & beverages, food provision and stock replenishment.• Cashier duties – operating the till by posting bills to the room and taking payments at the desk.• Setting up banqueting rooms for large functions, political conferences & corporate meetings.

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  Wasteels International Italia Srl

  • Rome, Italy

  • Sleeping Car Attendant

    • Jun 2005 - Oct 2005
    • Rome, Italy

    To supervise the overall on-board operations on international train services travelling overnight from Rome to several destinations in France, Germany, Austria and Switzerland.• Responsible for check-in – assistance with boarding, travel ticket collection and passport control.• Provision of breakfast and F&B services on board.• Completing en-route documentation relating to stock supplies and travellers personal details.• Co-operating with inspectors at border controls.