Customer Service Manager
Resume:
Loredana Oprisa
*** *** ****** **, ********** D.C 20024
********.******@*****.***
Summary of Qualifications
Four years of management experience in the Hospitality industry
Knowledgeable in personnel scheduling and management
Enviable ability to multi-task,
remain calm and professional under stress
Excellent trilingual written and verbal communication skills
Dedicated to providing the highest level of customer service
Education
2008
Romanian American University, Bucharest, Romania
Bachelors in International Tourism Economy
Advanced training in Hospitality and Tourism
Experience
Renaissance, Washington D.C.
Front Office Supervisor
2008-2010
Using training and developing skills, responsible for bringing an
associate to the next level
Handle any Disciplinary Action that may present itself.
Mentor a potential supervisor.
Improve team productivity by inspiring subordinates to reach
expectations of the department.
Significantly raised associate satisfaction ratings through effective
communication skills, team-building and creating a positive, upbeat
working environment.
Point of contact for General Manager and other departments.
Analyze GSS scores pertaining to Front Desk and create and action plan
to address opportunity areas.
Ensure that returning guests preferences are met and issues are
handled.
Take responsibility for actions, decisions and behaviors of all Front
Desk Agents.
Work with all departments to ensure all training, operational,
staffing, service and housekeeping needs
are met in the Lobby and Front Office.
Work with maintenance to achieve supreme quality guest accommodations.
Using forecasts and event information, responsible to assess the needs
of the front office on a weekly basis and to make the schedule for the
associates and the mangers at the desk and the bellstand. Expected to
handle all scheduling requests, issues, complaints and manage
overtime.
S.C. ProHotels, Bucharest
Assistant Manager
2007-
2008
Responsible for the overall success of the hotel, meeting or exceeding
planned objectives for revenue and profit, and ensuring guest
satisfaction and product quality standards are met. Assists the
General manager to manage all areas of the hotel in accordance with
brand standards to achieve a friendly atmosphere of superior guest
service and product quality.
Provided exemplary performance for staff to follow.
J.W.Marriott, Bucharest
Front Desk Agent
2007
As a Front Desk Agent I was the host that welcomed our guests and
assist them in making this their home away from home. Aside with my
team we were the people that bid our guests and fond farewell and
offer them a sincere invitation to return.
Among my duties I was not limited to respond to guest questions or
concerns in a timely, professional manner. Ensure guest satisfaction
100% of the time, meet hotel and savvy service standards; did cross-
train in other positions to learn new skills, offer information and
assistance, registration and departure of guests, communicate with
other departments to fulfill guest needs, follow through on all guests
requests and take ownership of issues.
SKILLS & CERTIFICATIONS
Computer: Proficient in Microsoft Word, Excel, Outlook, PowerPoint,
Access, Macromedia Flash, Adobe Photoshop, Acrobat, CIAD/MSRI Database
Software.
Language: Romanian, English, German, French
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