Ines Lafendi

San Francisco, CA ***** 415-***-**** adz8a1@r.postjobfree.com

Summary

Dynamic Hospitality Specialist dedicated to making guests feel welcome and appreciated. Exceptional people skills and outgoing personality. Outgoing Hospitality Specialist with 15 years of experience in securing reservations and assisting guests to promote customer satisfaction. Talented at listening to guest preferences and providing speedy assistance. Successful in attracting repeat customers through friendly and helpful service. Energetic and highly trained Hospitality Specialist with 15 years of experience in hotel and travel industry. Dedicated to providing highest levels of customer service. Skilled at building positive relationships and focusing attention on guest needs. Motivated Hospitality Specialist gifted in making reservations and handling special requests while maintaining customer satisfaction. Focused on listening to customers' requests regarding group events and making suitable recommendations. Adaptable and friendly when handling challenging clients with special requests. Customer-focused hospitality professional dedicated to building long-term loyalty with unparalleled service. Never lets any customer leave unsatisfied and works hard to manage expectations and prevent conflicts. Well-versed in reservation, accounting and hotel management systems. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Skills

Event Coordination

Inventory Maintenance

Team Leadership

Cross-Departmental Collaboration

Complex Problem Solving

Flexible Schedule

Multi-Line Phone Systems

Verbal and Written Communications

Payment Transactions

Check-In and Check-Out Procedures

Issue Resolution

Multitasking and Organization

Customer Service

Reservations Management

Verbal and Written Communication

Computer Skills

Problem-Solving

Hotel Safe Deposits

Restaurant Reservations

Guest Registration

Two-Way Radio Operation

Payment Processing

Payment Collection

Teamwork and Collaboration

Problem Solving

Account Review

Experience

HOSPITALITY TEAM MEMBER 12/2022 - Current

Guest Services - Brisbane, CA

Provided highest quality customer service standards by anticipating customer needs. Greeted guests and visitors upon arrival and determined how to be of assistance. Resolved guest problems and complaints to improve overall satisfaction. Trained newly hired employees regarding company policies and procedures. Handled guest transactions, posted payments and balanced cash drawers. Kept track of guest payments, documentation and reservations using computer programs and databases. Assisted guests with luggage needs by utilizing luggage carts and storage spaces. Kept lobbies, hallways and common areas clean and organized. Informed guests of local dining, entertainment and leisure options. Helped guests check in and out of rooms and directed guests to facility amenities. Took reservations according to room vacancy and duration of stay. Answered telephone calls and emails from clients to address various questions and concerns. Communicated policy changes, project requirements and industry standards to staff members. Arranged tours, taxis or restaurant reservations for customers. Recorded guest comments or complaints, escalating to management for immediate resolution. Greeted, registered and assigned rooms to hotel or motel guests. Reviewed accounts and charges with guests during check out process. Assisted guests at check-in, providing information on various services within hotel. Transmitted and received messages using telephones or telephone switchboards. Posted incidental charges to ledgers, manually or by using computers. Verified customer credit to establish payment method for accommodations. Computed bills, collected payments and made change for guests. Performed bookkeeping activities to balance accounts and conduct nightly audits. Contacted housekeeping or maintenance staff to report room or building issues. Advised housekeeping staff of rooms vacated and ready for cleaning. BAR MANAGER 12/2020 - 07/2022

mixt bar - Philadelphia, PA

Maintained detailed inventory of bar supplies and stocked work areas. Interviewed, hired and trained staff to improve customer retention and bolster sales. Resolved escalated customer complaints to maximize satisfaction and loyalty. Restocked beer and liquor regularly and after special events. Increased revenue by promoting additional products and assisting with beverage menu. Increased profits by overseeing inventory and strategically increasing menu prices. Planned and coordinated special events to boost customer numbers and profits. AIRPORT PASSENGER SERVICE AGENT 12/2021 - 06/2022 Lufthansa - Philadelphia, PA

Assisted special needs passengers and unaccompanied minors, driving seamless airport experience. Interpreted identification labels and tags to properly route baggage and cargo. Furnished customers with information on routes, gates and terminals to assuage baggage and boarding concerns. Assisted passengers with reservations, ticketing and adjustments to itinerary. Greeted crew members, flight attendants and passengers. Operated computerized system to handle ticketing and check-ins. Collected baggage charges and accepted baggage for check-in. Worked with personnel in gate area by verifying passenger documents before boarding aircraft. Kept passengers informed by announcing important information about itineraries, flights and luggage. Greeted passengers and provided boarding instructions. Keyed passenger information into ticketing reservation system to process boarding passes. Protected passengers' baggage from loss, theft and damage through proper handling and oversight. Boarded passengers, closed aircraft doors and pulled jet bridge to prepare for departure. Utilized PA system to announce departures and changes to landings. Processed reservations and issued travel and hotel vouchers. Oversaw employee work schedules and delegated daily assignments. Assessed passenger's needs and abilities to deploy correct mobility equipment. AIRPORT SUPERVISOR 10/2008 - 09/2020

emirates groups - United Arab Emirates, Dubai

Supervised airfield operations, including arrivals, departures and fueling, identifying and addressing concerns promptly to maintain targets.

Communicated with flight operations teams to coordinate cargo management and smooth flow of goods between hubs.

Coordinated changes to flight itineraries with appropriate air traffic control agencies. Monitored aircraft with radar, computer equipment or visual references. Developed top-performing operations teams by recruiting, training and mentoring new hires to build cohesive, driven groups.

Performed and supervised mobile airfield management functions. Education and Training

Marsa - TUNISIA High School Diploma

06/2005

Languages

English:

Professional

Arabic:

Native/ Bilingual

French:

Professional

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