Night Manager

• Sep 2022 - Present

Reservations Coordinator

• Jun 2022 - Jul 2022

Guest Experience Coordinator

• Sep 2021 - Jun 2022

• Focusing on opportunities to surprise and delight hotel guests. • Initiating, developing and maintaining excellent service standards with a consistent focus on the guest experience. • Full pre-arrival preparation for guest including advance contact with guests, updating the systems and clearly communicating all relevant information with the relevant teams. • Reviewing arrivals report to add welcome amenities for a guests accordingly due to special occasions, VIP status or room rate. • Creating payment links and ensuring payments are received for a special room amenities requests before guests’ arrival • Working alongside with Guest Executive Leaders to assist with room allocations and communications. • Covering Housekeeping coordinator role: assisting with daily room cleaning assignments, updating Front Office on the room statuses, preparing documents with updates with a special request for the room amenities for the upcoming days arrivals, supervising room plan and updating rooms out of order, communicating with maintenance team if the issues has been fixed, assisting housekeeping management with updating housekeeping weekly schedule. • Assisting Switchboard operations and communications over the phone. • Assisting In Room Dinning with taking and posting orders on Silverware system, communicating with the Kitchen with special guests needs or dietary requirements. • Assisting the guest making Food and Beverage reservations in hotel restaurants and bars, liaising with Concierge team for reservations outside hotel premises • Actively participating in up-selling and cross-selling the hotel’s services. • Fully competent in using MS Word, Excel, and PowerPoint, with excellent knowledge and experience of using EPOS/PMS systems including Opera, Royal service, Kipsu, HotSOS and Silverware. Show less

Promoted to Reception Chef De Brigade

• May 2021 - Sep 2021

• Maintain effective communication within the department and between other departments and ensure that the Front Office Manager/ House Manager are kept well informed of any problems/queries that have arisen.• Report and resolve any problems/complaints to the Front Office Manager/ House Manager.• The supervision of all reception team members that are on your shift; day and night • To liaise with Front Office Manager, House Manager and other Departments as to any guest requests and to inform of any VIP guests where appropriate. • To ensure that all allocations are competed accordingly for the next day’s arrivals and to flag any potential challenges there may be. • Help the House Manager and/or Guest Relations team with arranging amenities for rooms. • Review on a regular basis outstanding balances/ accounts, informing Front Office Manager where needed. • Assist Receptionist with any problems that may arise. • To welcome and direct guest at all times according to the standards. • To be knowledgeable of all room types and room rates, hotel facilities and food and beverage outlets.• To be responsible of your own float and master key and ensure that any discrepancies are reported to the House Manager. • To ensure that all guest compliments and complaints that are received are dealt with promptly in a polite efficient manner and reported to the House Manager/Hotel Manager or GM where needed. • To complete a credit check report every evening following the standards. • To liaise with housekeeping department to ensure guest waiting for room times are kept to a minimum. • To ensure that the up-selling incentive programme is managed and documented and to up-sell and cross-sell as frequently as possible. • Alongside the Finance department, ensure accounting instructions are accurately managed and the hotel credit policy is followed by the Reception team. Show less

Night Receptionist

• Aug 2019 - May 2021

• A 115-key historic (established in 1837) luxury 5-star hotel, achieving a benchmark score of 90% for Forbes Travel Guide andawarded a Forbes Five Star rating in January 2020. Retains American Express Fine Hotel and Resorts membership for thelast five years; recognised as best hotel for American Express Travel Award 2019.• Performing general Front Office and Reservation administrative tasks (invoicing, receiving payments, email andtelephone communication/messaging).• Responsible for greeting guests and following the check-in and check-out procedure standards. Handle the tasks ofupdating guest comments and complaints to the manager.• Assist Night Manager in analysing the revenue of the hotel, preparing and distributing daily, weekly, and monthlyreports, briefings, and statistics.• Interacting with guests to initiate conflict and issue resolution, escalating and reporting up the management line asappropriate when required.• Member of on-site COVID-19 lockdown skeleton management team for seven months ensuring that the building wassafe, whilst key health and safety measures were managed efficiently after the property was closed. Also, resident aspart of this core team during further lockdowns and Tier 4 restrictions.• Ensuring continuation of hotel’s standards of communication, maintaining calm and clear interaction with past andpotential guests.• Completing regular Security and Engineering patrols, logging and resolving issues found throughout property.• Also incorporating services and duties of: Concierge, Doormen, Porter, Public Area Cleaning, Housekeeping, In RoomDining, Kitchen, Goods Receiving, & Engineering.• Worked under Front of House management and closely with team members to recreate and redesign standards andprocedures, department guidelines, checklists, and associated collateral.• Fully competent in using MS Word, Excel, and PowerPoint, with excellent knowledge and experience of usingEPOS/PMS systems including Protel and Opera. Show less

In Room Dining Waitress

• Aug 2018 - Jul 2019

• General In Room Dining duties, including interacting with guests to receive and process orders• Place setup, delivery and service of requested articles to guest rooms in an attentive and efficient manner.• Ensuring the provision of superlative professional and friendly service as per the relevant standard operatingprocedures.• Responsible for maintaining cleanliness in back-of-house and guest-facing areas by clearing, collecting, and returningfood and beverage items to their proper areas.• Additional rotating tasks include monitoring In Room Bar, processing orders on POS system, complaint handling andresolution.• Acting as Team Leader when required on an a daily basis as directed by In Room Dining Manager. Show less

Room Attendant

• Nov 2017 - Aug 2018

• Undertaking cleaning and maintenance of hotel rooms and other facilities, including guest-facing public area cleaning,in line with hotel and Health & Safety standards.• Required to communicate with guests in sensitive situations, recognising and acting on specific needs as well ascustomised room setups.

Store Cashier

• Jul 2016 - Aug 2016

• Running a cash register station, including cash handling and various electronic payment methods using proprietary POS. • Consulting customers for their needs and upselling various promotional goods or special offers. • General housekeeping to maintain a clean and presentable workplace. • Running a cash register station, including cash handling and various electronic payment methods using proprietary POS. • Consulting customers for their needs and upselling various promotional goods or special offers. • General housekeeping to maintain a clean and presentable workplace.

Housemaid

• Jun 2014 - Aug 2014

• Undertaking cleaning and maintenance of hotel rooms and other facilities, including guest-facing public area cleaning (specifically difficult areas like the sauna and bowling hall), in line with hotel and Health & Safety standards. • Required to communicate with guests in sensitive situations, recognising and acting on specific needs as well as customised room setups. • Undertaking cleaning and maintenance of hotel rooms and other facilities, including guest-facing public area cleaning (specifically difficult areas like the sauna and bowling hall), in line with hotel and Health & Safety standards. • Required to communicate with guests in sensitive situations, recognising and acting on specific needs as well as customised room setups.

Housemaid

• Jun 2013 - Jul 2013

• Undertaking cleaning and maintenance of hotel rooms and other facilities, including guest-facing public area cleaning, in line with hotel and Health & Safety standards. • Required to communicate with guests in sensitive situations, recognising and acting on specific needs as well as customised room setups. • Additionally, took on extra shifts serving in Food & Beverage outlets as requested by management. • Undertaking cleaning and maintenance of hotel rooms and other facilities, including guest-facing public area cleaning, in line with hotel and Health & Safety standards. • Required to communicate with guests in sensitive situations, recognising and acting on specific needs as well as customised room setups. • Additionally, took on extra shifts serving in Food & Beverage outlets as requested by management.

Room Attendant

• Nov 2012 - Feb 2013

• Undertaking cleaning and maintenance of hotel rooms and other facilities, including guest-facing public area cleaning, in line with hotel and Health & Safety standards. • Required to communicate with guests in sensitive situations, recognising and acting on specific needs as well as customised room setups. • Undertaking cleaning and maintenance of hotel rooms and other facilities, including guest-facing public area cleaning, in line with hotel and Health & Safety standards. • Required to communicate with guests in sensitive situations, recognising and acting on specific needs as well as customised room setups.