Irina CIRLAN

Irina CIRLAN

Guest Relations Specialist at UnderTheDoormat
Lives in London, United Kingdom

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About me

I am a tourism passionate and a travel industry enthusiast seeking to develop a sales and marketing professional career in the travel and hospitality industries. I am eager to be part of a team and keep the pace with the emerging innovations by utilising my tenacity, creativity and analytical thinking. Strengthened through my education and work experience in hotel operations management, customer service, and sales and marketing, I feel confident developing solutions by continuously challenging the status quo.

Experience

6 years and 5 months

  • Guest Relations Specialist

    UnderTheDoormat - London, United Kingdom

    Guest Relations
    June 2017 - Now · 2 years and 8 months

    ● As a hospitality specialist, I provided an impactful brand experience for our guests and homeowners ● On-boarded new homeowners and built trust from the first customer interaction in the post-sale process

  • Homeowner Account Specialist

    UnderTheDoormat - London, United Kingdom

    Back Office
    November 2017 - June 2018 · 8 months

    ● In the fast-paced start-up environment, I managed the relationship with over 50 homeowners and suppliers while representing the company’s values, building rapport and providing a high level of customer service ● Multi-tasked and prioritized to close sales and onboard new homes within 24 hours ● Customer-centric analyzed customers and suppliers’ behavior and satisfaction, increased customer retention by redesigning the service experience ● Managed and constantly monitored the CRM and VRM data quality, input, consistency, and reliability ● Coordinated the process and created the content for all the new listed properties ensuring the highest degree of accuracy • Supported daily upkeep of booking and availability system • Liaising with the Marketing department to promote new homes • Overall organization and upkeep of the maintenance reports • Developed the directory of property service suppliers • Ensured the standard processes are in place to resolve maintenance issues to the satisfaction of homeowners and guests in line with the company's service off

  • Tourism Development Project Lead

    Dartmoor National Park Authority - Exeter, United Kingdom

    Sales & Marketing
    May 2017 - September 2017 · 5 months

    ● Initiated and constructed a consultancy style thesis on the economic value of recreational cycling tourism on local businesses of the National Park ● Critically analysed and researched both cyclists’ and local business behaviour, needs and interaction using quantitative research tools with statistical analysis, academic knowledge and suggested creative business approaches

  • Academic Rep | Student Guild

    University of Exeter - Exeter, United Kingdom

    Human Resources
    September 2016 - June 2017 · 10 months

    ● Received the Dean’s Commendation for the significant contributions made to the life of the Business School through engagement with Student/Staff Liaison Committee

  • Junior Marketing Consultant

    Formula Pub - Brașov, Romania

    Sales & Marketing
    December 2015 - May 2016 · 6 months

    ● Improved the business strategy and developed new products resulting in the increase of the market visibility ● Devised compelling Facebook marketing campaigns generating a 50% increase in traffic ● Identified the needs by working closely with customers and provided solutions-orientated campaigns

  • Junior Editor

    American Hotel Academy / Students' Government - Brașov, Romania

    Management
    October 2015 - May 2016 · 8 months

    • Formulated the optimal magazine selling price for covering production costs and gaining substantial profits to be donated to the charity • Managed the sales process and ensured that the products reach the targeted market

  • Front Desk Shift Leader

    Sheraton Suites - Key West, FL, United States

    Reservations
    July 2014 - August 2015 · 1 year and 2 months

    ● Promoted from Front Desk Agent to Shift Leader and Night Audit Supervisor ● Redesigned the night audit process increasing efficiency ● Managed the training process of over 10 new front desk employees with the goal of delivering high levels of customer service and efficient operational tasks ● Responsible for front office functions, ensuring high level of customer satisfaction

  • Project Coordinator/PR and Marketing

    Street Ball Challenge 3vs3 2014 - 1st Edition/ American Hotel Academy - Brașov, Romania

    Events
    December 2013 - May 2014 · 6 months

    - Engage over 10 teams and 2 sponsors into participating by explaining the value added of the event delivered - Liaising between the event organizers team and participants to ensure consistency of the event’s operation details

  • Events Operations Coordinator

    American Hotel Academy - Brașov, Romania

    Events
    October 2013 - April 2014 · 7 months

    I was the Head Department’s person of trust, helping at organizing annual events.

  • Food and Beverage Intern

    Atlantica Oasis - Limassol, Cyprus

    F&B service
    April 2013 - September 2013 · 6 months

Education

  • MSc International Tourism Management

    University of Exeter - Hospitality and Tourism Management - Exeter, United Kingdom

    September 2016 - September 2017

    • Activities and Societies: Elected as Student Rep for my MSc programme, I represented the students’ voice and making sure their opinion is heard at all levels across the University through an efficient communication with the Student-Staff Liaison Committee. Achieving the Exeter Award, improved my communication and teamwork skills. I have been selected for the Career Mentor Scheme with the aim to further develop professional competencies. I have been an active member of Climbing and Women in Business Society. •Working in partnership with Dartmoor National Park Authority on a consultancy style dissertation, aiming to illustrate the economic value of recreational cycling tourism on local businesses of the National Park • Specific Modules: Tourism Business, Marketing, and Behaviour, Entrepreneurship, Digital Business Models, Strategy, Sustainable Tourism, Research Methods and Techniques

  • Bachelor of Arts (Hons) International Hotel Business Management

    American Hotel Academy Romania - Brașov, Romania

    September 2012 - June 2016

    • Activities and Societies: Senior Editor at the School's Newspaper; Events Manager Assistant as part of the Events Department • A 3-year sandwich degree programme, I was selected to do a 1-year US internship • Key Modules: Customer Services, Hospitality Operations, Strategic Management, Service Marketing, Globalisation and Innovation, Revenue Management, Customer Experience Marketing

Languages

4 languages

  • English

    Native or fluent

  • Romanian

    Native or fluent

  • French

    Limited working

  • Russian

    Notions

Personal information

Nationalities

  • Romanian

Work Permits

  • United Kingdom

  • European Union

Date of birth

April 16th 1993

Driving License

Yes

Skills

15 skills

  • Ability to empathize
  • Consulting
  • Hotel strategy
  • Innovative
  • Openminded
  • Operations
  • Positive
  • Pragmatic
  • Pro-active
  • Problem resolving
  • Ready for new challenges
  • Strategy
  • Tenacious
  • Tourism Marketing
  • Travel consulting
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