Magda Nicolai

Guest Relations Manager at Premier Le Reve Hotel & Spa
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Contact Information
us****@****om
(386) 825-5501
Location
Hurghada, Al Bahr al Ahmar, Egypt, EG
Languages
  • English Professional working proficiency
  • Russian Professional working proficiency
  • Czech Professional working proficiency
  • Croatian Professional working proficiency
  • Albanian Limited working proficiency
  • Polish Native or bilingual proficiency
  • German Native or bilingual proficiency
  • Arabic Professional working proficiency

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Experience

    • Egypt
    • Hospitality
    • 1 - 100 Employee
    • Guest Relations Manager
      • Oct 2018 - Present

      • Provide upscale guest service experiences for clients throughout their stay• Ensure clients are properly greeted upon their arrival• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in• Oversee check-in and check-out procedures, including reservations and financial transactions• Promptly address guests’ requests, like restaurants reservations etc• Actively listen to and resolve complaints• Ensure special guests, like disabled people, elderly and VIPs, receive personalized services• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns• Inform clients of our hotel services, including breakfast and dining options• Promote all hotel amenities, conveniences and programs offered• Manage guest relations team to ensure we comply with all standards and operating procedures• Appraise team’s performance and produce regular reports• Liaise with Housekeeping and F&B Staff to provide an overall comfortable guest experience• Examine daily duties, assign tasks and check on progress• Analyze customer feedback from hotel questionnaires and online reviews and suggest ways to improve ratings• Establish friendly relationships with regular hotel clients Show less

    • Guest Relations Officer
      • Nov 2015 - Oct 2018

      • Review arrival lists to welcome guests• Attend to special guests (e.g. VIPs) and answer their inquiries• Provide information about amenities, area and venues and promote services• Anticipate guest needs and build rapport with customers• Offer assistance with any guests needs• Address customer complaints and escalate to Guest Relations Manager when needed• Record information in the logbook daily• Ensure compliance with health and quality standards

    • Operation Coordinator
      • Jul 2013 - Nov 2015

      • Assist in supporting the Corporate office Hotel Operations Team • Attend Operations Meetings • Follow up with hotels on special projects • Leading Guest Relations Team and quality Control Team • Assist with guest complaints • Assist with various support functions including calls, filing, and general correspondence. • Create monthly and weekly Reports • Assist with creating presentation materials for GM and Dir. of Sales/Marketing • Assist with coordinating sales training and other team building events • Calendar management Show less

    • Operations Manager
      • Aug 2007 - Aug 2013

      1. Manage and execute all diving operations (planned and un-planned call out’s), assign and manage dive, back up and shore teams. 2. Manage the development of project specific diving procedures and plans. 3. Collaborate with Clients to facilitate client’s requirements for diving operations. 4. Manage notices, permits, correspondence, specific requirements and other documentation in relation to jobs and equipment and be the single point of contact between the Management and the Client. 5. Implement the Company and Diving Associations Standards 6. Responsible for the recruitment of divers and other dive team key members and ensures that the business line has adequate resources and equipment to meet its objectives and targets. 7. Responsible for the maintenance, up keeping and certification of all diving equipment and tools. Show less

    • Egypt
    • Hospitality
    • 1 - 100 Employee
    • Marketing Specialist
      • Jun 2007 - Aug 2007

      • Defining and managing brand of the company • Conducting campaign management for marketing initiatives • Distributing marketing and promotional materials • Creating content providing search engine optimization for the website • Monitoring and managing social media • Producing internal communications • Defining and managing brand of the company • Conducting campaign management for marketing initiatives • Distributing marketing and promotional materials • Creating content providing search engine optimization for the website • Monitoring and managing social media • Producing internal communications

    • United States
    • Travel Arrangements
    • 1 - 100 Employee
    • Travel Agent
      • Nov 2006 - May 2007

      • Plan and sell transportation, accommodations, insurance and other travel services • Cooperate with clients to determine their needs and advise them appropriate destination, modes of transportation, travel dates, costs and accommodations • Provide relevant information, brochures and publications (guides, local customs, maps, regulations, events etc) to travelers • Book transportation, make hotel reservations and collect payment/fees • Use promotional techniques and prepare promotional materials to sell itinerary tour packages • Deal with occurring travel problems, complaints or refunds • Attend travel seminars to remain updated with tourism trends • Enter data into our software and maintain client files • Network with tour operators • Maintain statistical and financial records • Meet profit and sales targets Show less

    • Germany
    • Travel Arrangements
    • 100 - 200 Employee
    • Travel Agent
      • Jul 1996 - Oct 2006

      • promote and market the business, sometimes to new or niche markets • manage budgets and maintain statistical and financial records • sell travel products and tour packages • source products and destinations to meet consumer demands for bespoke travel and sustainable tourism • deliver and exceed branch performance and productivity • take part in familiarization visits to new destinations, to gather information on issues and amenities of interest to consumers • liaise with travel partners, including airlines and hotels, to manage bookings and schedules, often a year in advance • deal with customer inquiries and aim to meet their expectations • provide sales reports to head office • implement alternative and innovative ideas for achieving new business • oversee the smooth, efficient running of the business • motivate the sales team to hit and exceed their targets and ensure company profitability • meet regularly with team leaders to give them sales figures and plan how they approach their work • meet company directors who advise on strategy and find out about any local issues and future trends • oversee the recruitment, selection and retention of staff as well as payroll matters and staff training • organize incentives, bonus schemes and competitions • deal with disciplinary matters and customer complaints. Show less

Education

  • Ludwig Maximilian University of Munich
    Magister, Hotel/Motel Administration/Management, Hotel/Motel Administration/Management
    1992 - 1996

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