Guest Relations Coordinator
Carlson Rezidor Hotel Group
Total years of experience :8 years, 8 Months
Coordinating with guest complaints.
•Creating memorable experiences for guests by surprising and delighting them.
•Taking control of VIP arrivals and managing their needs.
Guest service: strongly engaged with customers via conversation, handling conflict situations and make sure the guest is happy.
•Responsibilities: Ensure guests choose the right travel package and ensure the online communication between the company and the guest is up to date.
•Worked well under pressure at busy times
•Learned to defuse difficult situations in a diplomatic way
•Gained good communication skills and performed well within a team
Voluntary Work experience
Voluntary support worker for a 24 hr supported living service for residents in London borough of Ealing
Dealing with guest issues as they arise.
• Ensuring all line staff carry out duties in line with company standards, training of line staff, follow-up with line staff to ensure daily tasks and additional tasks are completed
•Maintaining a perfectly presentable front office and ensuring all check-in stations are consistent and all staff well groomed.
•Ensuring guests leave the hotel happy and any issues raised at check-out are effectively communicated to relevant departments and resolved.
Delivered impeccable service, as per the standards of a luxury hotel, to assist the satisfaction of guests at every opportunity.
•Managed guest relation needs such as high profile VIP agendas, resolving complaints and pushing strategy forward to maintain overall customer satisfaction.
•Successfully achieved Upsell targets set every month thereby generating revenue to the hotel.
•Developed communication and operational procedures between other departments to ensure the smooth running of priorities and agendas across the entire hotel.
Delivering memorable customer service and communicating effectively with customers in order to deal with enquires and concerns.
•Upselling additional products to meet company targets.
•Calmly managing the admission process within a high-pressured environment.
•Exercising flexibility when working within a diverse team and with a range of international guests.
courses: Msc International Hospitality, Events and Tourism Management
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