Receptionist/Administrative support
Servcorp
مجموع سنوات الخبرة :8 years, 4 أشهر
Receiving clients and their guests.
Selling business center service packages.
Managing phone calls via switchboard and directing them to the appropriate department.
Administrative support - attending meetings with the clients, preparing presentations, spreadsheets, and other materials.
Leading welcome meetings with new clients and explaining all features of the business center.
Breakfast Department
Leading the breakfast team and their motivation.
Control of the Hygiene, Health, and Safety legislation is followed.
Weekly estimation and budgeting of needed goods and communicating with the suppliers.
Rostering staff according to the hotel´s occupancy and aligning the staff levels and wage costs in line
with the business.
Front Desk
Benchmarking.
Social media marketing and home page maintenance.
Development of up-selling strategies.
The cabin crew of commercial airline Emirates shares mainly the responsibilities regarding the safety and security of the passengers on board. Moreover, makes sure the passengers feel comfortable throughout the flight as well as excellent services are provided.
The key skills and responsibilities are to create the best first impression by greeting, welcoming, and showing the passengers to their seats. Special attention is then given to the elderly passengers or to disabled passengers as discreetly as possible. The Emirates airline is a provider of the best in-flight services, thus, to deliver excellent service to achieve the ultimate customers´ satisfaction is of the key responsibilities.
The cabin crew is physically and emotionally demanding role, yet, there is a high degree of responsibility involved in every flight routine. Being flexible and able to deal with the passengers as well as colleagues in a polite and service-minded manner is a must, despite traveling through different time zones and standing on the feet over extensive hours.
Completed training includes the following qualifications:
Safety and Emergency Procedures Training covers:
- aircraft equipment
- fire-fighting
- in-flight emergencies
- evacuation
- skills and knowledge to ensure that the aircraft and passengers remain safe at all times
Group Medical Training
- to confidently manage any medical incident on board
- CPR
- Bleeding
- Burns
- Emergency childbirth
- variety of medical conditions
Security Training
- skills and techniques to prevent and manage unlawful interference such as:
- unruly behavior
- hijacking and sabotage
- personal security concerns
Uniform standards
- knowledge to project a professional image in line with the brand
- uniform standards, skincare, make-up, hair care, nail care, and a healthy lifestyle
Service training
- knowledge and skills to deliver the "World´s Best In-flight Experience"
Check-in and check-out of the hotel guests.
Creating and writing system bookings (CRM Picasso).
Assuring the highest standard of customer care and service at all the time.
Carefully facilitated customers in an emergency situation, via telephone or in-person.
Ensured security and identification policies were adhered to.
Interacted with organizational staff, executives, clients, vendors, and visitors.
Administrative support according to the needs of all departments.
Maintain the guest relationship to foster the guests´loyalty.
Scheduling shifts to support the smooth and efficient running of the department.
Ensuring the guests' database is up-to-date and available.
Creating a welcoming atmosphere for all guests.
Ensuring each guest is escorted to their room and familiarized with the facilities of the hotel.
Accurately performing all cashiering activities, such as taking all payment types upon check-out and resolving any late and disputed charges.
Being aware of all daily functions, events, VIPs, and group arrivals.
Answering the telephone as per standards.
Assisting the reservation department if necessary.
Implementing effective upselling activities to ensure maximum room revenue through effective rate management.
Throughout the internship at Adina Apartment Hotels, I have learned to create an experience and provide service with added value to the guests. Furthermore, to build a relationship with the guests and support the loyalty, as well as, to tailor the services on the basis of individual needs. I have been actively contributing to the creation of a respectful and supportive environment amongst the working team. I have enhanced the classroom education by the knowledge acquired in the practice. Moreover, I have contributed via research and analysis to reveal the potential for the development of new or existing services and/or products and to which extend Apartment Hotel Adina can diversify. I have had the opportunity to engage in a different department, thus to integrate or synthesize knowledge from diverse disciplines, and areas of experience. Moreover, I have obtained the experience of the role of receptionist and duty manager within the working team.
These tasks included:
- Participation as a team member in day to day front office tasks.
- To take responsibility for the up-coming challenges and decision making.
- Development, improvement, and practical implementation already learned methodology and
techniques within the hospitality industry.
- To become acquainted with the professionals, who can provide guidance, objective feedback, and
support.
Daily basis assistance to general manager as
preparing budgets, controlling, commissions,
innovations, complaint handling. Going through all departments of the hotel (as Front Desk, Food, and Beverage, Housekeeping) to see daily basis operations
and responsibilities of all employees on each level.
Greeting, seating, and serving all the hotel guests. Frequently inquiring guests´ feedback to achieve their ultimate satisfaction. Full-filled any special requests. Ensured that all the server stations were stocked and working areas were clean at all times. Provided consistent, prompt, and professional experience.
Throughout the Master's program, I have developed professional competencies that qualify me to work as a practice-oriented agent of change within enterprises and organizations in Denmark and abroad. Furthermore, I have learned to work autonomously, and developed analytical skills, critical and cross-disciplinary thinking, and creative problem-solution competencies that are the main attributes at the Tourism Programme at Aalborg University.
Bachelor in International Hospitality Management, I have achieved the skills to handle practical tasks in management and operations, marketing and developing service, hotel, restaurant, and tourism organizations. I know and can practically utilize the tools to compile budgets and be knowledgeable of economic issues within the service industry. Moreover, I have obtained a larger understanding of service and intercultural issues in relation to customers, suppliers, and partners. I have finished the Bachelor´s Degree by a written thesis based on the following research question: "How can Hellerup Parkhotel ApS improve their competitiveness on the hospitality market, thus to increase their profits within the next 3 years?". Hence, the recommendations for further development have been raised, moreover, implemented in practice later on.
After graduation at Secondary Vocational School (in my home country the Czech Republic) I decided to even enhance my knowledge and dig deeper into the management of the services and moreover, to follow my dream of living abroad. At Copenhagen Business Academy I had the chance to learn how to apply theories and models in real life, to improve my communication skills and also to work in a wide variety of teams conducted by students from all over Europe. Thanks to three months internship I got the opportunity to experience how a small independent hotel is being run on a daily basis and make relations with learned theories and models. I have finished my education by conducting research on this problem statement: "What steps could be made at “Hellerup Parkhotel A/S” for the purpose of attracting more guests in low season periods, thus to increase turnover in the next 2 years?". The final project has been defended successfully with grade 12.