Experience

St Giles Hotels

• United Kingdom
• Hospitality
• 100 - 200 Employee

• Reservations Manager

  • Jul 2022 - Present

  London, England, United Kingdom My role as reservations manager at St Giles has given me the opportunity to overlook the daily tasks and standards for both individual and group reservations. Albeit with its initial challenges managing a team of 8 agents. has further honed my leadership skills, and to strength delegation and motivation capabilities. Working in a hotel with over 700 bedrooms has allowed me to delve into forward planning and strategic thinking. Some of my daily tasks include:  Overview and monitor the… Show more My role as reservations manager at St Giles has given me the opportunity to overlook the daily tasks and standards for both individual and group reservations. Albeit with its initial challenges managing a team of 8 agents. has further honed my leadership skills, and to strength delegation and motivation capabilities. Working in a hotel with over 700 bedrooms has allowed me to delve into forward planning and strategic thinking. Some of my daily tasks include:  Overview and monitor the Individual and Group Reservations team.  Assist the Revenue Manager with the pick up report, availability restrictions, creating and updating packages, updating rates and rate codes for St Giles London and St Giles Heathrow, creating standard procedures for reservations, attending the morning meeting and commercial meetings, quoting and contracting group bookings and ensuring communication between reservations and other departments.  Support team members in performing their daily tasks to ensure efficiency and consistency.  Training new team members and keep track of employee performances and targets. Show less



The Ned

• United Kingdom
• Hospitality
• 500 - 600 Employee

• Guest Experience Agent

  • Nov 2021 - Jun 2022

  27 Poultry Street EC2R 8AJ  Assisting customers by providing confirmations, answering questions and offering general information  Acquiring and maintaining up-to-date detailed knowledge of services, promotions and events across the hotel, restaurants and membership events  Handle high volume of calls while delivering exceptional customer service  Responsible of taking room service orders and other requests from in house guests, following up on guest incidents and requests, ensuring the correct realisation… Show more  Assisting customers by providing confirmations, answering questions and offering general information  Acquiring and maintaining up-to-date detailed knowledge of services, promotions and events across the hotel, restaurants and membership events  Handle high volume of calls while delivering exceptional customer service  Responsible of taking room service orders and other requests from in house guests, following up on guest incidents and requests, ensuring the correct realisation and closure of requirements  Verify guest information ensuring accuracy and completeness  Liaising with other departments including Sales, Events, Membership and Reception to achieve maximum customer satisfaction  Being proactive, showing initiative and constantly demonstrating team work with other departments Show less



Meliá Hotels International

• Spain
• Hospitality
• 700 & Above Employee

• Reservations

  • Aug 2021 - Nov 2021

  London, England, United Kingdom  Responsible of answering all external and internal calls, providing personalised, informative and professional service, doing all possible to surpass guest’s expectations  Taking room service orders and other requests from in house guests, following up on guest incidents and requests to ensure it has been realised and or delivered on a timely manner  Maintain quality standards of bookings within the systems through detailed checks on incoming reservations and arrival… Show more  Responsible of answering all external and internal calls, providing personalised, informative and professional service, doing all possible to surpass guest’s expectations  Taking room service orders and other requests from in house guests, following up on guest incidents and requests to ensure it has been realised and or delivered on a timely manner  Maintain quality standards of bookings within the systems through detailed checks on incoming reservations and arrival checks  Processing no-shows and late cancellations  Identify, communicate and action potential sales leads  Carrying out brand standards on both a department and hotel level Show less



UK Graduate

• United Kingdom
• Education Management
• 1 - 100 Employee

• Office Administrator

  • Sep 2020 - Jul 2021

  London  Greeting customers, answering phone calls and email requests for courses and enrolments  Working alongside different awarding bodies to approve new courses and new tutors  Engaging with awarding bodies and do research in regards of the courses on demand  Preparing documentation for course runs for learners and tutors  Giving student guidance, processing University applications, enrolment and Student Finance claims, as well as offering consultation about students cv and… Show more  Greeting customers, answering phone calls and email requests for courses and enrolments  Working alongside different awarding bodies to approve new courses and new tutors  Engaging with awarding bodies and do research in regards of the courses on demand  Preparing documentation for course runs for learners and tutors  Giving student guidance, processing University applications, enrolment and Student Finance claims, as well as offering consultation about students cv and personal statement Show less



Holiday Inn London Stratford City

• United Kingdom
• Hospitality
• 1 - 100 Employee

• Reservations Agent and Coordinator

  • Apr 2019 - Aug 2020

  Reservations Agent and Coordinator for Holiday Inn London Stratford City and Staybridge Suites London Stratford City  Compiling reports for the daily pick up and no-shows  Receiving, handling and processing reservation enquiries for both hotels  Answering phone calls and email requests for reservations, special requests for rooms, and other customer service inquiries  Checking the online system to find new reservations made daily and cross checking reservations with the… Show more Reservations Agent and Coordinator for Holiday Inn London Stratford City and Staybridge Suites London Stratford City  Compiling reports for the daily pick up and no-shows  Receiving, handling and processing reservation enquiries for both hotels  Answering phone calls and email requests for reservations, special requests for rooms, and other customer service inquiries  Checking the online system to find new reservations made daily and cross checking reservations with the extranet  Adapting to the implementation of Concerto allowing me to ensure the rate information has been correctly transferred to our internal system as well as tracking duplicate bookings and split reservations  Handling upsells and other requests through the extranet Oaky, that help increase the revenue ratio • Adjusting to adopt different programs, resources and extranets alongside achieving the brand training required while performing my daily tasks  Representing both brands along their required guidelines  Liaising with other departments to ensure efficient communication when handling guests issues  Delivering consistently high level of service to guests and agents Show less



Juno Records

• United Kingdom
• Musicians
• 1 - 100 Employee

• Despatch Supervisor

  • Sep 2017 - Mar 2019

   Working directly with all departments to achieve best customer service possible  Communicating with dispatchers and customers regarding orders  Processing and solving incomplete orders and payment transactions  Managing stock levels and orders



LONDON TRAVEL IN LTD

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• Secretary and Reservations Agent

  • Mar 2013 - Nov 2016

  London  Greeting customers  Handling and processing reservation enquiries  Working closely with different agencies located in different countries  Booking reservations, creating worksheets for the drivers and chasing payments  Preparing invoices and recording transactions  Occasionally meet and greet at the airport/station or hotel to assist groups with transport and check-in