Hospitality professional with over seven years of customer service experience, including the Front Office Operations and Sales&Events departments. Expert in hospitality with a result-driven approach, highly proficient in building and maintaining strong relationships with the clients. Skilled in sales and events management, for both corporate and internal events.
Looking for a new opportunity in sales&events where I can challenge myself and contribute to the department goals.
7 anni e 10 mesi
Reporting to the director of Sales and Events Planning, responsible for handling customers’ enquiries for corporate events and group bookings, providing quotations and leading the negotiation process to successfully convert leads into sales. Maximising revenue by proactively building strong and long-lasting customer relationships by fully understanding their needs. Planning and executing events up to 150 people by acting as on-property point of contact, managing all the communications with the client and liaising with the operations team to ensure a smooth function of the events. Responsible for all post-event activities, including collecting customer feedback, billing and invoicing. Analysing and planning event sales strategies to achieve monthly targets, as part of the Sales and Events Planning team.
Managed individual rooms’ reservations, modifications and cancellation requests in the Central Reservations Call Centre, supporting all 50 Sokos hotels in Finland, Estonia and Russia and Radisson Blu hotels in Finland. Up-sold customers to higher room categories, offering additional products and packages. Dealt with a large number of customer calls per hour to achieve business targets while ensuring consistent outstanding quality of customer service, adhering to the company’s standards.
Took care of the guests’ check-ins and check-outs, assigned rooms prior to their arrivals and communicated the room status with the housekeeping team. Handled both cash and card payments, and the reconciliation of transactions. Responsible for taking care of the group arrivals, receiving and responding to guest complains. In addition to the reception duties, served at the lobby bar.
Processed a large number of guest check-ins and check-outs per day, responded to guest requests while anticipating their needs. Maintained excellent relationships with repeat customers and ensured high level of customer satisfaction, solving issues or emerging complains. Promoted the loyalty program and up-sold the guests to higher room categories. In charge of the training of new interns in the Front Office department. Successfully completed a TSA up-selling techniques training and an in-house coaching program with the Sales Department.
Processed guest check-ins and check-outs, responsible for making bookings and invoicing guests and third-party bookers. Accountable for the night run and its reports and the reconciliation of transactions.
Work tasks included all cashier duties and filling the shelves. Responsible for accounting the cashbox and the lottery sales, supervising the cashiers, managing the break times and training new employees.
Summer job as a travel specialist for a boutique tour operator which offers personalised trips to France. Main responsibilities included designing, selling and marketing custom-made vacations to the customers. Contacted suppliers and other stakeholders for bookings and enquiries. Invoiced customers and suppliers, managed internal customer register database and updated the company’s webpages. In charge of all the travel arrangements, including bookings for accommodations, transportations and tickets to special events and attractions.
Conoscenza madrelingua o bilingue
Conoscenza professionale completa
Conoscenza lavorativa limitata
Conoscenza di base
Data di nascita
March 16th 1989
1 informazione condivisa