Experience

Grand Hyatt Berlin

• Germany
• Hospitality
• 1 - 100 Employee

• Housekeeping Manager

  • Sep 2015 - Present



Park Hyatt Sydney

• Assistant Housekeeping Manager

  • May 2014 - Present

• Team Leader Guest Services Centre

  • Jun 2013 - Present



Hyatt Regency London

• Team Leader Front Office

  • Jul 2011 - Present

  In my current position I am leading the reception team by being the first contact person for colleagues and guests alike, if decisions are to be made or solutions need to be found.To ensure a smooth operation, being Team Leader involves to be constantly in contact with the Duty Manager and Reservations department in regards to the hotel's booking situation, dealing with complaints and credit risk solutions. I am responisble that the hotel's brand standards are adhered to at all times. As Departmental Trainer, Reception, I am identifying training needs and assign trainings and feedback sessions on a constant basis. This involves to work closely with the Reception Manager and Human Resources Training Manager to be able to provide individual training plans for my colleagues and esnure employee satisfaction.Part of my role is also to conduct daily debriefs, handovers and employee feedback sessions.Furthermore my responsibilties include being the reception's Back Office Coordinator, where I am in charge of VIP allocation, communication between Housekeeping and Front Office and attending weekly groups meetings, where upcoming group bookings are discussed.During my time as Team Leader I have worked three months on the Regency Club Floor, the hotel's VIP reception where I have been trained on exceeding customer expectations and creating a personal touch to our guests to make them feel at home away from home.As part of my development plan I have been trained on the Duty Manager position and worked as acting Duty Manager for 4 weeks. During this time I have optimised my customer focus as well has my approach to complaints and guest feedback. Being responsible for a smooth operation, I have dealt with restaurant complaints, IT issues, challenging booking situations and hotel evacuation procedures. Show less

• Guest Service Officer

  • Jul 2010 - Jun 2011

  As a Guest Service Officer I have been the first contact person for guests arring or departing the hotel. While my main responsibility was to check in and check out our valued guests, I have been in contact with guests via email and telephone to accommodate their requests and answer queries. Further duties were to create and amend bookings, do restaurant reservations and share important information with the Team Leader or Assisant Manager.



Grand Hyatt Berlin

• Apprentice

  • Aug 2007 - Jun 2010

  During my apprenticeship I passed through all departments in the hotel to get a full understanding of the hotel's operation. I have started as a lobby hostess, followed by being solely responsible for a Room Service shift, working in the main kitchen and serving breakfast, lunch and dinner at all three hotel restaurants. Furthermore I have worked as Receptionist and Waitress in the Grand Club, the VIP Lounge of the hotel, as Evening Housekeeper coordinating the Turn Down Service, as Receptionist at the main reception and in Sales and Marketing as Sales Coordinator. Show less