Denise Heins

Denise Heins

Front Office Manager at Crowne Plaza Frankfurt Congress Hotel
Lives in Frankfurt, Germany
over 6 months ago

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I am a hard working, self-motivated and energetic team leader, able to use initiative and working as part of a team. I have proven skills in team building, staff training, customer service, guest relations, implementing of policies and procedures, communication, problem solving and decision making in a high pressure environment. I have a keen eye for details and quality and take challenges as an opportunity for success. Currently I am looking for new challenges to grow in my career.

Experience

  • Front Office Manager

    Crowne Plaza Frankfurt Congress Hotel - Frankfurt, Germany

    Rooms division
    May 2018 - Now · 8 months

    In charge of the Front of House Operation and preparing the rebranding o become an IHG -branded Hotel

  • Front of House Manager

    Powerscourt Hotel Resort & Spa - Enniskerry, Ireland

    Management
    April 2017 - April 2018 · 1 year and 1 month

  • Front Office Manager

    Coco Bodu Hithi - Malé, Maldives

    Front Office reception
    April 2016 - April 2017 · 1 year and 1 month

    Responsibilities: Coordinate all activities and operations of Front Office Lead the successful Guest Service team with 20 team members Implementing and maintaining Front Office standards and procedures Responding and handling guest problems and complaints Leading and coaching the team to provide exceptional customer service Managing and conducting Human Resources activities

  • Front Office Manager

    Hilton Abu Dhabi Hotel - Abu Dhabi, United Arab Emirates

    Front Office reception
    October 2013 - February 2016 · 2 years and 5 months

    Responsibilities: Overseeing the Front Office operation with a team of 43 team members Building, leading and developing a successful team Maintaining Front Office policies, standards and procedures Managing department controllable expenses to achieve budgeted goals Set targets and supervise and communicate the achievements in TSA (up selling program), HHonor (loyalty program) and Quality tracking programs Leading of quality meetings Responding and handling guest feedback Mentor for Management trainees during their management internship

  • Front Desk Manager

    Hilton Fujairah Resort - Fujairah, United Arab Emirates

    Front Office reception
    September 2011 - October 2013 · 2 years and 2 months

    Responsibilities: Reporting direct to the General Manager Supervising and coaching the Guest Service Team with 9 team members Responding and handling guest problems and complaints Leading Quality meetings Conducting trainings for team members of other operational departments Organizing and advertising monthly public Billiard competition to advertise the Night Club Taking the lead of the yearly Brand-recognition tool “Catch me at my best”

  • Front Desk Supervisor

    Hilton Mainz - Mainz, Germany

    Front Office reception
    July 2010 - September 2011 · 1 year and 3 months

Education

Languages

  • German
    Native or fluent
    100%
  • English
    Full professional
    80%

Skills

  • Front Office
  • Guest oriented
  • Guestware
  • Handling guest complaint
  • OnQ Hilton PMS
  • Opera PMS
  • Strong leadership skills
Connections
Calvin Susanto
F&B Service Intern at Golf-Hôtel René Capt
Flavia Balas
Leisure and Corporate Event Coordinator at Courtyard by Marriott Paris La Defense West - Colombes
Rajmilan Poudel
Hosco Partner Ambassador at hosco Ambassador Program
View 23 connections
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