Guest Relations Manager
Sabina
Возраст
28 лет (08 Февраля 1997)
Город
Алматы
Описание
E D U C A T I O N
Master of Business Management at University of Western Sydney
Bachelor of International Hotel Management at Blue Mountains Hotel Management School
S K I L L S
• Customer Relationship Management
• Recruiting and Hiring
• Policy and Procedure Implementation
• Negotiation and Conflict Resolution
• Complex Problems Analysis
• Business Strategy Development
• Quality Assurance and Control
• Time Management
P R O F E S S I O N A L S U M M A R Y
Encouraging manager and analytical problem -solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship -building skills. Proficient in using independent decision -making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale -building abilities to enhance employee engagement and boost performance.
W O R K H I S T O R Y
Service Experience Manager (December 2022 - June 2023 ) Ibis Sydney Barangaroo - Sydney, Australia
• Worked closely with the General Manager to implement new strategies to increase overall performance of the hotel and to achieve budgeted financial goals • Managed daily hotel operations of Front Office, Food & Beverage and Housekeeping departments • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement • Completed weekly rostering and managed all payroll related matters for approximately 30 employees • Identified areas for improvement in the customer journey, implementing targeted solutions for increased satisfaction levels • Developed strong relationships with clients, leading to increased loyalty and repeat business
Assistant Front Office Manager (December 2021 - December 2022 ) The Star Grand Hotel & Residences - Pyrmont, Australia
• Assisted in the recruitment process for front office staff, ensuring a strong team of well -trained employees • Managed room inventory to optimize revenue opportunities during high - demand periods • Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed • Responded to emergency situations and handled guest's questions and guest's complaints • Motivated and mentored team members to ensure the highest degree of guest satisfaction • Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards
Hotel Duty Manager (May 2021 - December 2021 ) Meriton Suites Sussex Street - Sydney, Australia
• Guaranteed timely check -ins and check -outs by implementing efficient front desk processes and procedures • Ensured proper cash handling procedures were followed by front desk personnel, reducing discrepancies in end -of-day reports significantly over time • Addressed employee concerns proactively through open communication channels, fostering a positive work environment within the hotel team • Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours • Handled emergency situations calmly and professionally, prioritizing guest safety at all times • Reduced guest complaints by ensuring strict adherence to hotel policies and procedures
Front Office Supervisor (April 2019 - May 2021 ) Pullman Sydney Airport - Mascot, Australia
• Received cross -training for an Assistant Manager and Night Manager • Developed and implemented new Standard Operating Procedures (SOPs) and Training Manual for Front Office operations • Trained new front office staff, ensuring thorough understanding of hotel policies and procedures • Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs
Front Office All Rounder (April 2018 - April 2019 ) Pullman Quay Grand Sydney Harbour - Sydney, Australia
• Received cross -training for a Reservation Sales Agent • Identified and explained room features to guests, supplied guests with directions and information regarding property amenities and services • Coordinated and managed guest requests, and provided concierge assistance • Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality
Front Office All Rounder (April 2017 - October 2017 ) Pullman & Mercure King George Square - Brisbane, Australia
• Received cross -training for a Night Auditor • Used various computer applications to launch and complete the auditing process • Responded and took action on guest complaints and problems • Assisted management with administrative tasks such as data entry, filing, and report generation as required
Banquet Server (April 2016 - October 2016 ) Pullman & Mercure Melbourne Albert Park - Melbourne, Australia
• Served appetizers, delivered entrees, and refilled beverages for banquet guests • Managed multiple tasks simultaneously while maintaining composure under pressure in fast -paced banquet environments • Set up banquet tables and chairs based on event requirements • Demonstrated exceptional teamwork by collaborating with fellow servers to maintain a smooth flow of service during large -scale events
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