Manager, Royal Service and Guest Experience
Fairmont The Palm
Total years of experience :18 years, 7 Months
• Overseing Guest Experience, Royal Service (telephone operators), Dining Reservations, Lost&Found, performing the tasks of Manager on Duty and acting Guest Services Manager
• Continuos quality improvements through the analysis of the received guest feedback from TripAdvisor, Expedia, Booking.com, Google, the Guest Satisfaction Survey (TrustYou) and the hotel guest request tracker (Royal Service Manager application)
• Implementing new industry trends for seamless guest experience and conducting internal audits to maximize guest satisfaction and exceed the guest expectations
• Liaising and maintaining close relationship with other departments to ensure the smooth management of operations
• Reviewed, updated, developed and implemented LSOPs, updated and optimized shift checklists; implementing procedures and overseeing them for safety of guests and employees during Covid-19 pandemic
• Coaching, leading, guiding and directing the efforts of the Royal Service Agents
• Implementation of various procedures to increase scores on online platforms
• Key achievements (2019):
o RPS 91; GSS 91; Hotel NPS 73
o Increase of score from 8.6 to 8.7 on Booking.com and from 4.5 to 4.6 on Google.
o 100% at Colleague Engagement Survey
o Leader of the Month February 2019 and team of the 4th Quarter 2019
• Assisting Fairmont Gold Manager in all aspects of Guest Service and Guest Satisfaction
• Handling and resolving guest complaints in a timely manner
• Ensuring that all Fairmont Gold Standard Operating Policies and Procedures are adhered.
• Monitoring maintenance and devolopment of the physical Fairmont Gold product (lounge and rooms)
• Ensuring that all special requirements for VIP guests are met or exceeded: inspecting the rooms prior arrival, arranging amenities, overseeing room assignments, arranging special requests, arranging in room Check In or seamless Fairmont Gold desk Check In
• Overseeing guest Preferences Controlling system.
• Facilitating Training and Development of the Fairmont Gold Team and conducting colleague performance evaluation on a monthly basis. Guiding and motivating the team and providing consistent feedback to colleagues, ensuring that they are following the plan for improving their performance.
• Managing and supervising guest relations team, training new members, enhancing performance
• Assessing and reporting monthly team performance
• Resolving guest complaints in timely and efficient manner
• Overseeing reservations and rooms for VIP guests, arranging special amenities, VIP protocol on arrival and special treatment throughout entire stay
• Actively seeking feedback from all guests and anticipating their needs
• Performing Manager on Duty tasks, filing incident reports when needed
• Exceeding monthly team targets
• Supporting front desk operations
• Developed and implemented guest relations SOPs, updated and optimized shift checklists
• Improved VIP amenities
• Complying with security, fire regulations and all health and safety legislation
▪ Managing front office in widespread hotel and serviced apartments in the city center of Ljubljana (Slovenia)
▪ Overseeing and managing day-to-day operations, ensuring the quality, so the expectations of the customers are met or exceeded
▪ Greeting guests, performing Registration, Check in and Check outs
▪ Collecting and securing payments
▪ Prioritizing goals, organizing plans for efficiency at work and maximizing revenue
▪ Responding to any questions from guests and following up, ensuring their requests have been met to their satisfaction
▪ Handling complaints, settling disputes, resolving and negotiating conflicts in a professional and compassionate manner
▪ Supervising, managing, motivating and leading staff, building mutual trust and respect
▪ Ensuring on-going communication with colleagues, communicating expectations and producing desired results
▪ Collaborating with Slovenian legislative branch on the creation of new law regarding private apartment renting
▪ Helping with development of the property management system Etrips (used as channel managing and on-line reservations tool)
▪ Negotiating and creating marketing campaigns
▪ Elevating exposure on social media
▪ Performing the duties of reservations manager, confirming reservations and cancellations
▪ Organizing maintenance in apartments
▪ Supplying guests with information regarding property amenities, local areas of interest and activities
▪ Responding to guests requests for special arrangements
▪ Administrative work
▪ Project management
▪ Administrative work
▪ Field work (searching for potential promoters and quality control implementation)
▪ Coaching new team members
▪ Developing positive working relationships
▪ Supporting team to reach common goals
▪ Systemising work procedure, organizing and supervising events
▪ Regional sales team leader (assessing teams, events and sales)
▪ Animation team leader at events and excursions, ensuring safety and security of guests and coworkers,
▪ Quality check of work
▪ Immediately reporting accidents or other injuries to manager
▪ Organizing different meetings and round table discussions
▪ Organizing and coordinating different music events from festivals and concerts to theme nights
▪ Developing positive working relationships with all participants
▪ In charge of 40 apartments on island Pag (Croatia), providing full customer service to guests at the time of different festivals (Hideout, Beachattack, Fresh Island etc.),
▪ Analyzing, investigating and resolving guest complaints in a professional and compassionate manner
▪ Supplying guests with information regarding property amenities
During two festival seasons I was in charge of 40 apartments on island Pag (Croatia). My work involved negotiating prices with apartment owners, overseeing reservations, as well as providing full customer service to guests at the time of different festivals (Hideout, Fresh Island etc.) and resolving problems between guests and owners.
While studying to become a teacher of geography and history, I received in-depth knowledge and content of selected historical periods and geographical processes. During this time I was also member of the student council of the Faculty of Arts and coordinator of tutors, mentoring other tutors and students.