Customer Service

Elena Cinca

Harold Wood, Greater London RM* *QS +44-794*-****** ************@*****.***

Professional Summary

Experienced and dedicated hospitality professional with over 3 years of progressive experience in front desk operations and team leadership within high-paced hotel environments. Proven ability to deliver exceptional customer service, resolve complaints with tact and efficiency, and lead teams to ensure smooth daily operations. Highly organized, detail-oriented, and driven to enhance guest satisfaction and improve operational performance. Professional Experience

Reception Manager Holiday Inn - London Aug 2023 - Jan 2025

- Oversaw front desk operations, ensuring a welcoming environment and efficient service delivery.

- Resolved customer complaints promptly and professionally, increasing guest satisfaction.

- Managed hotel bookings, cancellations, and inquiries via phone and email.

- Trained and supervised front desk staff, promoting best practices and consistent service standards.

- Maintained daily and weekly operational reports for upper management.

- Analysed guest feedback to identify service gaps and implemented strategies for improvement.

- Reservations and Meeting & Events experience.

Reception Supervisor Holiday Inn - London Aug 2022 - Aug 2023

- Supported reception manager in overseeing daily activities and front desk staff performance.

- Managed room reservations, special event coordination, and handled escalated guest concerns.

- Ensured adherence to quality and service standards through effective monitoring and mentoring. Front Desk Receptionist Premier Lux - London Jun 2021 - Aug 2022

- Conducted check-ins and check-outs while maintaining accurate guest records.

- Managed front desk operations including calls, emails, bookings, and general administrative duties.

- Delivered excellent customer service, boosting client satisfaction and retention.

- Provided support with office operations including basic bookkeeping and expense tracking. Customer Service Assistant London City Airport - London Jul 2018 - Jan 2021

- Assisted passengers with travel-related inquiries and check-in procedures. Harold Wood, Greater London RM3 9QS +44-794*-****** ************@*****.***

- Handled customer complaints, offering swift and effective solutions.

- Processed transactions and maintained accuracy in payment handling.

- Fostered positive customer interactions, building rapport and enhancing brand experience. Education

Diploma of Higher Education in Business Studies

University of Suffolk 2020 - 2024

Key Skills

- Customer Service & Guest Relations

- Staff Training & Supervision

- Conflict Resolution

- Reservation Management

- Meeting & Events Coordination

- Microsoft Office Suite (Word, Excel)

- Diary Management & Reporting

- Problem Solving

- Cash Handling

- Front Desk Operations

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