Responsible for management of the guest complaints and increased the Problem Handling Index from 75.90% (Sept 2022) to 89.69% (April 2023),while ensuring satisfaction checks are completed and guests are compensated where required. Drive & improve Guest Satisfaction & the Trip Advisor ranking from #46 to #33 currently to generate more revenue (May 2023).Implementation of new Pre Arrival SOP in February 2023 to drive the overall experience from 85.00% to 97.00% in April 2023.Created and managed effective strategies for optimizing guest experiences through the development of a new amenity program in February 2023 to drive the overall experience from 85.00% to 97.00% in April 2023.

Accountable for managing all HR requirements and processes of the reservations team including weekly job chats and individual development plans for all team members.Attend Weekly Revenue Meeting and ensure all updated and relevant actions are completed and communicated to the reservations team.Management of rebates, cancellations and no-shows to ensure that they are processed on a weekly basis.Supervising and inputting the Rooming Lists shared by the Events Team and ensuring that the guests are contacted to in advance of their arrival to secure their bookings.Resolving all guest complaints which are raised in a timely manner.

Exceed budget targets and quality standards by proactively leading team members and monitoring operations. Assists as a champion for the ALL Loyalty Program to promote enrollments, arrival standards and colleague training.Manage and monitor activities of all employees in the Front Office to ensure that they adhere to the ACCOR Brand/ LQA Standards, hotel policies & procedures.Assists the Front Office Manager to oversee the 90-day on boarding program to ensure employees feel welcome and team members are prepared for the new arrivals.Ensuring effective scheduling of the Front of House Team while reviewing and approving payroll on a daily basis.Actively participate in guest recognition initiatives: proactively seek to understand guest preferences to execute high levels of personalized service

Covid Relief Role

Covid Relief Role

Resolve all guest complaints in a prompt and professional manner in accordance with the service recovery guidelines to ensure satisfaction.Conduct all personnel related functions such as interviewing, appraising, counseling, employee performance reviews, coaching and succession planning to ensure the productivity of Guest Relations & Reception Team.Developed new ideas to drive cost-effective guest amenities.Analyzed customer feedback to provide strategic direction to continuously improve overall rating.Forbes Audit listed as recommended properties for 2020 with a score of 73.41% in December 2019.IHG Guest Metrics Achieved in 2019 (4/4) and increased ranking among InterContinental Hotels and Resorts in AMEA (8) and IMEA (5) where InterContinental Doha Ranked in December 2019

Managed day-to-day operations, driving quality standards and exceeding customer expectations.Deputized in the absence of HODs and acquired control of other departments.Trained and mentored the team in application of soft skills, guest recovery strategies and performance optimization techniques.Tracking the daily enrollments and providing daily information for the Priority Enrollments in order to reach our Brilliant Basics target andpromoting the accelerate program to the guests.Ensuring high recognition of IHG Rewards Club and Ambassador Members in order to achieve optimal scores on Social Media Platforms, Trip Advisor & Medallia.

I was a Waitress at Adare Manor in the Oakroom Restaurant. I worked breakfast, lunch and dinner shifts. My duties included greeting guests and bringing them to their tables. I also did took orders for Room Service and delivered them to the guests rooms. I also cleared and reset tables and took orders for the guests. I also brought the food to the guests tables. I also worked functions where I was serving the food, drinks and I was also doing the wine at these events.

I prepared the mise en place for the breakfast, lunch and dinner shifts. I also worked breakfast, lunch and dinner shifts. I prepared orders for the guests.

During my time at the NH Hotel in Luxembourg I was supervising the room attendants during the evening shifts when they were cleaning the rooms. I was doing tasks such as guest requests while I was a supervisor. During the morning shifts I worked as a room attendant where I was cleaning rooms.

I worked both morning and evening shifts in the Crossroad Restaurant and Bar. I served clients for breakfast, lunch and dinner. I served food and beverages to the clients and I took their orders. I also prepared mise en place for each service period.

During my time as a Front Office Assistant I was working morning, evening and night shifts there. I completed the tasks that were required to be done on the check lists everyday. I also completed guest check ins and check outs. From my time working in the Front Office I was able to complete every task. I also was able to deal with guests queries about the area. I also dealt with any requests that they had.

During my time as a waitress I worked in the Brian Boru Function Room. I worked mainly weddings and the occasional private event. I served food, wine, water and bread to the tables. I was also dealing with guest requests during my time there.

During my time as a waitress here, I worked in the Bell Tower Restaurant, The Garden Room and the function room which was known as the Capel Suite. I did a wide range of tasks such as taking guests orders and serving their tables. I worked both morning and evening shifts here. During my time there I also did many events in the Capel Suite Function room.

During my time at Ballyvolane House I worked in the main dining room which involved serving the guests who were there for dinner. I also did the morning shifts which involved serving the guests their breakfasts. I also worked the events which consisted of weddings.

During my time here I worked as a waitress in the Garden Room and the Bell Tower Restaurant.I worked both morning and evening shifts. I also did some events in the Capel Suite Function Room.