▪ Managed the Reservations Department (Nobu Hotel and Nobu Restaurant), leading a team of 5 people.▪ Efficient management of room availability, reviewing the occupancy level and updating rates in the different channels through for maximum revenue optimisation, being in direct and permanent contact with the Director of Revenue for the achievement of Forecast and Budget targets through pricing strategies, inventory management and yield management.▪ Direct point of contact with the Sales and Marketing department, creating rate codes and packages for different groups and promotions.▪ Uploading of negotiated and corporate rates through Sabre SynXis and GDS.▪ Elaboration and analysis of Daily and Weekly pickup, maintaining constant control and monitoring sales strategies with the support of IDeaS.

* Part of the pre-opening team, uploading information and rates in the different systems and extranets.* Manage reservations via email and telephone, maximising revenue and ensuring the response and completion of all customer requests, processing payments and sending confirmations.* Supporting the Reservations Manager in rates’ management, complaints and customer requests and training new additions to the team to ensure maximum efficiency of the department.

* Process reservations by phone and mail, maximise room revenue and ensure response and completion of all guest requests.* Process payments and send confirmation details to customers.* Analyse guests and travel agents requirements through telephone and email, recommend suitable options for all customers and assist to confirm all reservations.* Manage all incoming calls with courtesy and ensure efficient resolution of all guest inquiries for various hotel services and operations.

* Responsible for customer check-in / check-out, payment transactions, reservations and night audit.* Responding to customer calls and e-mails and resolving guest complaints.

* Managed a team of 8 Front Office staff responsible for guest service check-in and -out, special requests, and invoice management.* Created and managed staff schedule, hours and vacation planning while accounting for seasonal fluctuations in hotel occupancy.* Led staff recruiting, training and development for Front Office team members.* Served as management escalation for guest complaints and concerns demonstrating high level of customer service through empathy, compassion and care.* Created and implemented new streamlined processes for inventory management and tracking leading to reduced costs associated with missing or lost products while enhancing the customer experience.* Developed and led initiative to enhance customer feedback sharing and management leading to improved response rates and turnaround times to guest comments via social media.

* Promoted 3 times moving from Guest Services Porter to Guest Services Manager within a 15-month timespan.* Managed a team of 20 direct reports including receptionists, reception shift leaders, guest services agents and concierge staff.* Coordinated arrivals and room preparations for large groups, reward members and VIPs, ensuring high quality guest experiences were met and exceeded.* Served as acting General Manager during evening and night shifts, responsible for smooth and efficient operations of all hotel departments including Front Desk and Concierge, Food and Beverage, SPA services, and Conference and Events.* Conducted and participated in candidate interviews and recruitment efforts.* Led all reception and front desk activities in a high-volume environment with 210 bedrooms and 8 meeting rooms located near London's major attractions such as the O2 Arena, Excel Exhibition Centre, London City Airport and Canary Wharf.* Consistently upheld and delivered high quality customer service experience to hotel guests, developing strong relationships with regular returning and VIP guests.* Displayed a positive, helpful attitude, completing daily tasks and responsibilities with an enthusiastic approach and addressing guest issues and complaints with empathy and a focus on customer satisfaction and retention.* Led and conducted a comprehensive service recovery training program designed to help staff and management across departments effectively address guest complaints and provide solutions that led to improved guest experiences and increased guest loyalty.

* Responsible for supervising front desk to ensure that all hotel policies, procedures and standards were followed.* Ensuring that front desk operations ran smoothly in a professional manner at all times.* Performing all front desk related responsibilities and duties when assigned or required.* Dealing with customer complaints in a professional manner.* Trialing trainees for recruitment, developing and allocating duties to receptionists and concierge.* Maintaining effective communication, at all times, among the team, hotel manager and duty manager.* IHG Rewards Loyalty Champion - Serving as a dedicated point of contact that ensures the hotel is meeting IHG Rewards Club standards and IHG Rewards Club members are receiving proper benefits. - Monitoring IHG Rewards Club standards performance.- Submitting quarterly IHG Rewards Club action plans.- Managing front desk incentive programs.- Ensuring all front desk and new colleagues complete IHG Rewards Club training.- Ensuring consistent delivery of IHG Rewards Club member benefits at the hotel.- Serving as the main point of contact for IHG Rewards Club related questions.

* Welcoming visitors by greeting them, in person or on the telephone; answering or referring enquiries.* Making reservations, checking guests into and out of the hotel, giving information on facilities available and advising visitors about places of interest.

* Concierge; customer service, assistance with luggage, rail and underground information, local maps, mail and courier services, taxis and car hire service, theatre tickets and other events, routing and directions, local places of interest.

* Responsible for customer check-in / check-out and payment transactions and audits.* Responded to customer calls and e-mails resolving guest complaints or routing to the appropriate department for resolution.

* Responsible for keeping and catching customer portfolio all over the north of Spain (Optician Industry).* Consistently exceeded annual company goals, contributing directly to increased sales and revenue.

* Responsible for developing customized travel packages and selling, managing customer budget and travel requirements.* Developed strong guest relationships, paying detailed attention to customer needs and developing an enhanced customer experience leading to increased customer loyalty and regular, return customers.* Consistently exceeded annual company goals, contributing directly to increased sales and revenue.