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Experienced customer service professional with a demonstrated history of working in the leisure, travel & tourism industry. Skilled in Negotiation, Sales, Hospitality Industry, Business Development, and Social Media. Strong operations professional with a Master of Business Administration (M.B.A.) focused in European International Business Management from Audencia Ecole de Management.
2 years and 7 months
Shift Leader Receptionist
Hotel du Vin - London, United KingdomGuest RelationsSeptember 2018 - Now · 1 year and 3 months
Provides a warm welcome to all guests, ensuring consistent exceptional service to all guests to exceed their expectations as per leading world hotel standards. Completes one to one appraisals, motivates team members and organises shifts. Cashiering and foreign currency exchange,internal and external telephone communication and manages guest accounts and delivers amenities. Handles lost and found, guest mail, repair orders, inquiries and ensures problems are resolved whilst maintaining accuracy of the guest complaint log.
Hotel Capovilla - Este, ItalyGuest RelationsSeptember 2017 - January 2018 · 5 months
Provides a warm welcome to all hotel guests, ensuring they are looked after during their stay. Processes check-in and checkout duties, arranges special requests, assists with hotel events and helps with general management duties around the hotel.
TUI - Santa Maria, Cape VerdeTourismApril 2017 - August 2017 · 5 months
Provides a welcome meeting to create unforgettable holiday experiences for guests to make sure they maximize their time in destination, welcomes guests at the airport and helps them with arrival and departure questions, booking excursions for them and solving any holiday queries on the spot by acting as their personal PR point of contact during their stay.
Guest Relation Officer
Carnival Cruise Lines - Miami, FL, United StatesGuest RelationsJune 2016 - November 2016 · 6 months
Provides all services of the Guest Relations Desk; including, lost luggage, stateroom changes, lost and found service, printing and issuing guest cruise cards, and broadcasting ships announcements. Responds to guest concerns in a considerate, professional and positive manner by showing empathy and listening actively by taking ownership of guest concerns, following-up and ensuring complaints are resolved to the guest’s satisfaction.
French and Business Studies
University of Liverpool - Liverpool, United KingdomSeptember 2008 - July 2012
Native or fluent
Native or fluent
- Great customer service
- Quick problem solver