Customer Service & Project Assistance

• Oct 2020 - Present

Analytics Coordinator

• Jun 2019 - Oct 2020

Guest Relations Manager

• May 2018 - Jun 2019

•managing the Front of House Team in their Daily Routine•conducting interviews and new hire appraisals•carrying out Duty Manager shifts•Controlling budgets and planning work schedules

Rooms Controller

• Jul 2017 - May 2018

-controlling rooms inventory-optimising room assignment -liaising closely with all hotel departments-monitoring billing-attending strategic sales meetings-developing and improving room related procedures in correlation with departmental goals-training associates and assisting Duty managers

Management Trainee

• Aug 2016 - Mar 2018

Room operations Trainee•facilitating unique, 5* experiences for hotel guest•completing financial, administrative and room related bookings•communicating effectively with other hotel departmentsAchievements in the role:•fire warden certification•overseeing the compass training app for new associates•cpr/aed certifications •pool responder certification

AYS Agent

• Feb 2015 - Aug 2016

•Answering and directing external and internal calls •Delivering exceptional customer service by assisting guest with their pre-arrival, arrival, stay, departure needs •Responding to hotel enquiries, posting charges, handling bookings and fulfilling special requests •Training new associates on 5* individualized service, hotel software systems, fire panel and CCTV •Creating and sending out daily guest and hotel performance reports•Handling third party back-ups and creating rate codes for promotions Achievements in the role: •Piloting the Marriott Mobile Chat Request Application •Participating in charity activities such as the Red Nose Day fund raising •Guest Relation Management Software champion Show less

Banquets Associate

• Feb 2014 - Jan 2015

•Serving at large events for up to 1000 people •Training new associates on customer service, food and beverage skills and health & safety •Team lead responsibilities•Cross training in other departments•Butler service for the UAA royal family members •Delivering outstanding customer satisfaction by creating special moments for guests Achievements in the role: •Awarded TOPS Employee (September 2014)

F&B Supervisor

• Sep 2011 - Jan 2014

•Supervising and managing staff for all serving periods •Supervising and managing conferences and events for corporate meetings, networking drink receptions, weddings, private dinners & parties •Training staff with customer focused soft skills, waiting skills and health & safety •Monitoring financial performance, forecasts and events to plan staffing and inventory •EPOS interfacing, opening / closure of operations and handling of phone calls Achievements in the role: •Promotion to Supervisor •Awarded Employee of the month at Apex City of London Hotel twice (June 2012 and May 2013) Show less