Catalin Balan ✔

Catalin Balan ✔

Front Office Supervisor and IHG Technology Expert at Crowne Plaza Bucharest
Lives in Bucharest, Romania

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About me

Focused and results driven hospitality leader with more than 20 years' experience working in luxury hotel operations.
Proficient in revenue generation, cost containment, growing employee talent and exceeding guest satisfaction.
Proven ability to maximize profitability, increase employee engagement and a passion for aligning people and organizations to reach their goals.
I'm a self-motivated, very organized and enthusiastic individual who is always looking to learn and discover the marvelous world of hospitality.

More than 20 years of experience in the hotel, hospitality and travel industry.
Fluency in English and learning another foreign languages (Italian and French) and a keen interest in foreign cultures, enabling me to build stronger business relationships.
Managing myself effectively trough planning, organizing, enabling me to deliver work on time.


10 years

  • Front Office Supervisor and IHG Technology Expert

    Crowne Plaza Bucharest - Bucharest, Romania

    July 2016 - Now · 4 years and 1 month

  • Front Office Supervisor

    Crowne Plaza Bucharest - Bucharest, Romania

    Front Office reception
    July 2016 - Now · 4 years and 1 month

    - Ensure Outstanding customer care at all times. - Maintains a friendly, cheerful and courteous demeanor at all times. - Courteously and accurately answers inquiries from potential guests and accepts hotel reservations. - Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue - Supervise daily shift process ensuring all team members adhere to standard operating procedures. - Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation. - Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service. - Adhere to company credit limit / floor limit policies. - Allocate rooms to expected arrivals after checking the guests preferences and special requests. - Build strong relationships and liaise with all other department's especially housekeeping, reservations etc. - Operates the FO and back office equipment, including, assisting incoming & outgoing calls, setting wake-up calls, enabling DND (Do Not Disturb) and paging for in-house guests. - Cross Check all billing instructions are correctly updated - Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy. - Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests. - Performs other duties as assigned, requested or deemed necessary by management. - Ensure Front office log book and hotel log book is always updated and actioned upon. - Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD. - Participate in hotel committees and task force assignments. - Assist all departments in servicing the guests during high volume periods. - Takes responsibility in the absence of the Duty Manager / Front office manager - As a supervisor you will be a role model, sharing your expertise and continually inspiring the front office team

  • Hospitality Advisor

    GBH Consulting - Bucharest, Romania

    December 2015 - June 2016 · 7 months

    Pre-opening, post-opening and operational consultant - 21 rooms boutique hotel

  • Front Office and Revenue Manager

    Hotel Cismigiu - Bucharest, Romania

    Front Office reception
    August 2012 - November 2015 · 3 years and 4 months

    - Ensure that guests' have a smooth running stay at the hotel - Manage and motivates front office teams in order to provide high quality services for guests - Ensure the department meets its quantitative and qualitative targets - Increase revenue through sales efforts and by managing rooms revenue effectively (Revenue Management) - Maintain close relationships with guests throughout their stay in order to foster loyalty - Anticipates guests' needs and takes them into consideration - Handle guest complaints if they have not been dealt with by team members and provides a rapid solution - Ensures that the hotel's pricing policy is correctly applied (price value, start and end of price validity) - Ensure that guest documentation and information is available and up to date - Ensure that information in the directory and directory is clear and up to date - Draws up the rules and processes governing overbooking and the removal of guests from rooms - Ensure that internal audit procedures are duly applied - Develops e

  • Reservations Manager and Key Account Online Channels

    Hotel Epoque - Bucharest, Romania

    Sales & Marketing
    August 2010 - August 2012 · 2 years and 1 month

    - Manage the client portfolio allocated, according to criteria determined by management - Maintaining commercial relations, informing and advising customers on changes to products - Organizing, supervising and coordinating team's work. - Passing expertise on to THE team; enabling them to acquire greater autonomy - Keeping management informed regularly on corporate accounts - Checking that all administrative procedures (invoicing, cancellations, no shows), related to other departments, are carried out within the deadlines to ensure optimal customer service


  • Master's degree

    Academy of Economic Studies - Hospitality and Tourism Management - Bucharest, Romania

    September 2005 - April 2007

    Master of Business Administration in Tourism and Hospitality Industry


4 languages

  • English

    Professional working

  • German


  • Italian


  • French


Personal information


  • Romanian

Date of birth

August 02nd 1974

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