Experience

Clermont Hotel Group

• United Kingdom
• Hospitality
• 100 - 200 Employee

• Commercial Support Executive

  • Mar 2019 - Present

  The main focus of my current role is to support the effective execution of distribution strategies and practices across all glh Hotels. Making sure to monitor the system process and usage across all hotels. Provide support and guidance based upon clear and actionable insights on results and/or targets of the hotels.Working closely with the reservations department, making sure the distribution helpdesk is up to date with the required support. Assist in developing and deliver all the training material necessary to support new business systems, practices, procedures and guidelines to all departments.Role Description:Responsible for maintaining, updating and delivering the distribution strategy Maintaining supplier relations to be able to deliver the best distribution solutions across the hotels.To assist in developing, updating and maintaining all systems within the distribution’s team scope Ensure colleagues are kept informed of any changes to the systems that they use (Maintain the distribution helpdesk)Ensure through active monitoring that all business process and guidelines are adhered to. Working closely with Central Reservations Systems ( i.e. Opera, SynXIs, iHotelier, Fidelio, HMS), Distribution Tools (i.e. Lanyon, EZYield, OTA Insights), Web Platforms and GDS

• Room Sales Executive

  • May 2017 - Mar 2019

  The position is a customer based role by assisting individual, travel agent and company clients/guests reservations inquiries in six of our central London hotels. The main function of this role is to coordinate and administrate the process of sales and also responsible to create relationships with guests and ensuring to provide excellent customer service. As a senior team member, I am responsible to support my colleagues with various enquiries, complaint handling and also quotation making sure the business and customer needs are met.An additional task is if the business requires it is to assist the properties' Reservations Manager with their everyday task list. E.g.: arrival checks, billing details update,s and reservation delivery investigations etc.Day to Day duties of this role are:• Taking reservations and registering them into the booking system (Opera PMS)• Maintain existing and new customer relationships (providing excellent service – Radical Hosting)• Ensure effective problem and complaint handling • Communicating the property services to the Customers• Quotations of rates • Assisting to grow new business through hotel sales leads and sales calls

• Relationship Manager Apprentice

  • Jun 2014 - May 2017

  A business critical role as part of the Hotel Value Centre structure, primarily providing telephony and email based support for hotel booking enquiries received from multiple channels i.e. Individuals, Groups, Meetings and Events and Signature membership services. • Handle incoming multi-channel enquiries including telephone, email and fax • Complete administration associated with multi-channel enquiries • Identify key contacts and opportunities from enquiries to develop further relationships and revenue opportunity • Provide support and cover for the Hotel Operations Team with Radical Hosting e.g. pre-arrivals information, correspondence checks, multiskilling duties • Ensure a high level of customer service is consistently maintained• Maintain a high level of product knowledge of the hotel, brand and local area•Responding to meeting and events inquiriesTraining courses received:• 5-day course based on Individual, Company, Travel Agent, Meeting and Events and Group reservations• Profile Training• Effective Communication Training• Complaint Handling Training• Radical Hosting (based on effective and excellent customer service)• Loyalty Programme (Signature Membership) Training• Service Recovery Training

• Front Office Receptionist

  • May 2013 - Jun 2014

  Welcoming guests to the hotel in a polite, friendly and helpful manner. Assisting their enquiries and provide them directions to local attracionsDuties:• Check-In & Check-Out• Answering and forwarding phone calls• Taking reservations by phone & walk-in• Exceeding guest expectations• Complaint handling• Foreign Currency Exchange • Practical use of Opera PMS Version 5.0Educational Details: • Practical Hotel Receptionist Training• Welcoming Guests• Check-in and Check-out • Hotel procedures, brand standards & terminology • Loyalty programme enrolment • Practical use of Opera PMS Version 5.0• Behavioural Skills Training• Understanding Hotel Departments



Bella Italia

• United Kingdom
• Hospitality
• 200 - 300 Employee

• Waitress

  • May 2012 - May 2013

  • Greeting customers in a friendly and welcoming manner • Presenting menus and explaining menu items to customers • Carry out all duties in accordance with tasks and descriptions with reference to established rules and policies. • Keeps general appearance and maintenance of Restaurant working areas. • Follows correct sequence of service outlined in the Standard Operating Manual. • Responsible for serving food and beverages in restaurant efficiently and in a most courteous manner. • Up-selling additional food and beverage products • Entering each item ordered into restaurant register system • Delivering checks to customers • Accepting payment for the meal



Paprika Store

• Harringay, London

• Sales Assistant

  • Dec 2011 - May 2012

  • Greeting customers in a friendly and welcoming manner • Carry out all duties in accordance with tasks and descriptions with reference to established rules and policies. • Keeps general appearance and maintenance of shop working areas. • Provide excellent customer service • Operating till and receiving payments • Greeting customers in a friendly and welcoming manner • Carry out all duties in accordance with tasks and descriptions with reference to established rules and policies. • Keeps general appearance and maintenance of shop working areas. • Provide excellent customer service • Operating till and receiving payments