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Responsible and hardworking individual, who always strives to achieve the highest standards, with excellent communication skills, have the necessary confidence, motivation and reliability to succeed, have the ability to work efficiently and effectively within a team and under pressure. As well to be part of a competitive work environment, with the opportunity to enhance my professional Skills that will also help add value to the objectives assigned to me and deliver above & beyond great results. An organisation that recognises employee efforts and value, and where career growth opportunity is part of the organisation objectives.
Guest Relations Manager
InterContinental Dublin - Dublin, IrelandGuest RelationsMay 2018 - Now · 7 months
• Accountable for promoting the hotels Loyalty Programme as Loyalty Champion along with disturbing employee reward points, depositing guests’ welcome amenities in their membership profile. • Manage and monitor activities of all employees in the Front Office to ensure that they adhere to the IHG/ LQA Standards, hotel policies, procedures, coaching and training. • Monitor and motivate all Team Members to ensure we are meeting our Enrolment Targets on a Daily Basis. • Responsible for completing the Fortnightly Payroll for the Front Office Department. • Tracking the daily enrolments and providing daily information for the Priority Enrolments in order to reach our Brilliant Basics target and promoting the accelerate programme to the guests. • Ensuring high recognition of IHG Rewards Club and Ambassador Members in order to achieve optimal scores in Heart Beat surveys and other Guest Satisfaction Surveys • Monitoring the scores in Heart Beat surveys and Trip Advisor and responding to guests regarding their overall experience. • To drive a consistent IHG Rewards Club Experience across all sub areas of the Front Office. • Handling all Guests’ queries, special requests and guests’ complaints are handled in an efficient, polite and timely manner while maintaining a high level of guest experience • Prepare and implement the induction plan for new joiners within the Front Office Department.
Bachelor of Business Studies in International Hotel Management with French
Shannon College of Hotel Management - County Clare, IrelandMarch 2010 - March 2015
EnglishNative or fluent100%
- Guest experience
- Guest handling
- Handling guest complaint
- Situation handling
- Strong hospitality
- Team handling