Customer Service Hotel Receptionist

María Elena Hernández

London

Email: ***************@*****.*** Mobile: 075********

Personal Objective

Driven business and tourism student, currently excelling as a hotel receptionist, aspiring to leverage her customer-centric skills and industry knowledge to transition into a dynamic role within the airline sector, where she can contribute to enhancing the overall passenger experience through a hybrid approach that integrates business acumen and exceptional service.

Key skills

Bilingual-Spanish and English

Excellent Customer Service including great telephone manner

Computer Literate

Organisational skills

Teamwork Skills

Attention to detail

Ability to Multitask

Problem solving skills

Education

Jan 2024-Present

BSc (Hons) Business and Tourism Management Global Banking School accredited by Canterbury Christ Church University

Sep 2017- Jun 2018

High School Diploma

Las Rosas ( Madrid, España)

CPD Training- Short Courses

Aesthetics, Food Handling, Occupational Risk Prevention

Work Experience

Reservations Agent, The derby Feb 2023-- present

-Effectively deal with all telephone and email inquiries

-To take care of bookings via different channels, entering the correct details in to the property management system Guestline and SynXis

-To assist the controlling of business mix and room rates

-Allocations

-Maintain a proficient relationship with agencies, corporates companies and hotels

-Assisting the reception

-Ensure all guest requirements have been satisfied throughout the booking process

-To be fully knowledge of the facilities available with the hotel and related costs

-Effectively communicate with all departments all details of upcoming arrivals, including not limited to special request bookings and last minutes charges.

Hotel Receptionist, The Dixon Tower Bridge (Marriott International) Dec 2022- Jan 2023

Welcoming guests, processing reservations, and ensuring a smooth check-in and check-out process.

Providing a high level of customer service by addressing guest inquiries, requests, and concerns.

Handling room reservations, cancellations, and modifications using Marriott’s reservation system.

Managing guest payments, handling cash, credit cards, and providing receipts.

Providing information about the hotel’s facilities, services, and local attractions to guests.

Communicating with other hotel departments to coordinate guest requests and ensure seamless operations.

Maintaining accurate guest records and ensuring confidentiality of sensitive information.

Addressing and resolving guest complaints or issues promptly and professionally.

Promoting additional services, upgrades, and amenities to enhance the guest experience and increase revenue.

Ensuring the safety and security of guests by following Marriott’s protocols and procedures.

Collaborating with other staff members to create a positive and efficient working environment.

Barista, La Piccola Deli sep 2022- nov 2022

Craft and present exceptional coffee and beverages to meet the standards of La Piccola Deli.

Deliver outstanding customer service by taking orders, providing product information, and ensuring a friendly and welcoming atmosphere.

Keep the coffee preparation area and equipment clean and well-maintained, adhering to strict hygiene standards.

Handle cash transactions accurately, process customer orders efficiently, and manage the point-of-sale system effectively.

Monitor and manage inventory levels, ensuring that coffee supplies and related items are well-stocked and readily available.

Follow all established company policies and procedures, including health and safety regulations, to uphold the integrity.

Work collaboratively with other team members to ensure smooth operations and contribute to a positive work environment.

Promote additional products or upgrades to customers, enhancing their overall experience and increasing sales.

Stay informed about La Piccola Deli's coffee offerings, including different blends, brewing methods, and flavour profiles.

Participate in ongoing training programs to enhance barista skills, staying updated on industry trends and techniques.

Contribute to creating a warm and inviting atmosphere for customers, encouraging them to return.

Address customer concerns or feedback professionally and promptly, aiming to resolve issues and maintain positive customer relationships.

Support promotional events or activities to drive customer engagement and increase footfall.

Be flexible and adaptive to changing business needs, ensuring efficiency during peak hours, and adapting to slow periods.

Adhere to food safety regulations and guidelines to guarantee the health and well-being of customers.

Sale Assistant, Burger King (Madrid, Spain) Feb 2021- Dec 2021

Accurately and efficiently, using the point-of-sale system.

Provide product information and suggest menu items to enhance customer satisfaction.

Greet and assist customers with a friendly demeanour, ensuring a positive dining experience.

Handle cash transactions and maintain a secure and organized cash register.

Collaborate with kitchen staff to coordinate order preparation and minimize customer wait times.

Prepare and assemble food orders according to Burger King's quality and presentation standards.

Ensure the cleanliness and tidiness of the dining area, including tables and counters.

Work as a team player, supporting colleagues and contributing to a positive work atmosphere.

Assist in promotional activities and special events to boost sales and customer engagement.

Stay informed about menu changes, promotions, and company policies to provide accurate information.

Adhere to all company policies and procedures, including uniform and grooming standards.

Continuously strive to enhance product knowledge and customer service skills for ongoing improvement.

Monitor and restock inventory to maintain sufficient supplies for smooth operations.

Address customer inquiries and concerns professionally, aiming for quick resolution.

Uphold food safety and hygiene standards to guarantee a safe dining environment.

Hobbies and Interests

In my spare time, I like to spend time with my friends.

References

Available upon request

Contact this candidate