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Front Office Receptionist / Reservation / Guest relations
Hôtel Heritage Relais & Châteaux - Bruges, BelgiumFront Office receptionJanuary 2018 - Now · 11 months
Check-in, check-out, manage the various customer complaints, take reservations and check those to come, facilitate the customer stays and respond to all requests or problems, valet, concierge, cashier, management of dislodgements, allocation of rooms, upselling, exchange of currencies, data base management, training of trainees, organization of customer stays with TOs, prepare the VIP 's arrival, management of R & C commissions, management of TO invoices at the end of the month.
Trainee Assistant GM / Meeting & Events / Assistant FO Manager
Novotel - Mâcon, FranceReservationsJune 2017 - December 2017 · 7 months
Assistant GM Assist the manager on a day-to-day basis: manage of incoming messages, establish GM’s memos and PowerPoint, making reports/budgets, monthly provisions, monitoring and improving the customer experience, replacement of the executive assistant during her holidays, dealing with all meeting & event enquiries, draw up contracts, insert rooming-list in the system, update payment instructions and enter important information relevant to the group (creation of BEO), assist in the liaison with clients from the booking to their time at the hotel. Assistant FO Manager Trainee Check-in and check-out guests according the procedures and throughout their entire stay, establish month schedules and contracts, maintain bank and handle cash according to hotel policies and procedures, handling reservations, PCI DSS training, handle groups and tour operators requests until their venue (pro-forma, function sheets…), ensure the highest level of customer service, strive to improve service performance, handling and managing customer complaints, tracking e-reputation on TripAdvisor and TrustYou Survey, agency commissions
Rocco Forte Hotels - Hotel Amigo - Brussels, BelgiumFinance/AccountingApril 2016 - August 2016 · 5 months
- Account receivable : replacement of the account receivable, generate and send out invoices, match and process credit card payments, check every day the bank statement, deal with customers’ contestation concerning a charge on their credit card and any other requests, charge and refund credit cards, manage city ledgers, reminder clients, update and sent the statement of travel companies - Account payable : creation of supplier forms, data entry in Navision (accounting software) - Cost control
Gourmet restaurant and hotel by Anne-Sophie PIC - Lyon, FranceRooms divisionSeptember 2015 - January 2016 · 5 months
Three star michelin restaurant and Relais & Chateaux hotel of 18 rooms. During my internship, I was responsible for the billing and collecting payments at the gourmet restaurant. Checking guests in and out according to the hotel standards, guests compiling, guests accounts and fulfilling administrative duties. Handling reservation enquiries for Brasserie, Hotel and the Michelin 3 star Acknowledging regular guests and VIP’s and their requirements.
Waiter at the applicatio restaurant
Les Saisons - Écully, FranceF&B serviceJune 2015 - July 2015 · 2 months
Waiter: Setting up and maintaining the general view of the restaurant’s dining room using the “French service” method , Assisting the ban-quet service department. Room clerk during the finals of the MOF Sommelier (Meilleur Ouvrier de France/Best craftsman of France)
Gala de clôture du Bocuse d'Or 2015 - Lyon, FranceEventsJanuary 2015 - January 2015 · 1 month
Serving the wine to customers in a defined zone for the Bocuse d’Or candidates, the organizers and the Chefs.
Bachelor's degree in International Hospitality and F&B Management
Institut Paul Bocuse - Écully, FranceAugust 2014 - July 2017
Licence professionnelle en gestion et management international de l'hôtellerie et restauration
Université Jean Moulin Lyon 3 - Lyon, FranceAugust 2014 - July 2017
J-F Armorin - Le Crest, FranceAugust 2013 - June 2014
Obtention du Baccalauréat ES (mention bien)
EnglishNative or fluent100%
FrenchNative or fluent100%