Rita Marques Email & Phone Number

Edinburgh, Scotland, United Kingdom

Lasswade, Scotland, United Kingdom

Greeted and welcome visitors in a professional and friendly manner. Handled customer inquiries and provide excellent customer supportLiaised with necessary staff including housekeeping and maintenance to address any problems or complaints made by guestsTrained reception staff and produced staff rota dealt with reception staff related issuesChecked all.

Edinburgh City, Scotland, United Kingdom

Managed the reception to improve productivity and increase team engagementBuilt relationships with guest. to improve guest satisfaction.Created Rotas, Organised interviews and assisted with the department's recruitment. Responsible forpayroll and other HR aspects.

Edinburgh, Scotland, United Kingdom

Acted as main points in case of any hotel emergencies following H&S guidelinesLiaised with all departments to ensure guest satisfaction was met or exceededLead reception team in order to improve staff motivation Attended management daily meetings in order to improve guest satisfaction, team performance, dailytargets and others Dealt with guest's positive.

Edinburgh City, Scotland, United Kingdom

-Manged a team of crew leaders and crew members-Retrained in Opera. Trained in Moxy brand standards, GXP and other SOPs. -Completed the following training: Licensing and Social Responsibility – Scotland, Health and Safety, Woking in and Kitchen, HACCP and COSHH.- Overviewed the kitchen department following HACCP and COSHH legislation.-Communicated.

Edinburgh City, Scotland, United Kingdom

Reports directly to Hotels’ General Managers with assisting the implementation of procedures andsupport documents for guests and the team.Responsible for ALTIDO’s hotel portfolio in Scotland and England.Accountable for the management and delegation of tasks depending on property’s needs.Provided feedback to the relevant departments to improve our standards.

Dunfermline, Scotland, United Kingdom

• Responsible for storing items in respective bins according with their size and condition.
• Assisted with the organization of items returned by customers.
• Reported the relevant department, in the case of suspicious of possible theft when noticed.
• Stowed urgent costumers’ orders meeting the required timing targets.

Edinburgh, Scotland, United Kingdom

• Assisted with a preopening of a 240 bedroom property making sure that all of training, checklists orders and other requirements were up to date.
• Led a team of over 25 Guest Services Agents, Reception, Food & Beverage, Kitchen and the Night Team in order to build a positive working atmosphere.
• Responsible for different HR aspects: Return to work, Training Sessions, Recruitment, Investigations, Rotas, Payroll and Performance Reviews.
• Assisted with the increase of the hotel’s performance scores in customer satisfaction by anticipating the guest needs and ensuring that they have an effortless and positive stay.

Edinburgh, United Kingdom

• Assisted with the preopening process including the implement of Standard Operation Procedures
• Led the front office team by being responsible for training and development
• Acknowledged new insights in Opera and Marsha (Property Management Systems).
• Assisted on delivering training sections on Brand Standards to ensure that the team was compliant.
• Focused on team engagement to build and keep a motivated team

London, United Kingdom

• Led by example to deliver a high level in costumer focus
• Assisted the Front Office Manager on keeping all of Health and Safety and Training requirements up to date
• Worked as departmental trainer, proactively supporting and motivating all team members
• Assisted supervising the team to ensure that the guests have an exceptional experience
• Organized the staff scheduling depending on business needs
• Developed Property Management System (OnQ) skills in order to assist the team when needed.

London, United Kingdom

• Managed team members including receptionists, supervisors and concierge
• Point of contact for all departments whenever needed in order to solve difficult queries
• Liaised daily with accounts department to ensure that all front office procedures were up to standard
• Motivated the team to reach higher level of sales and customer satisfaction
• Responsible for communicating with regular guests and VIPs in order to anticipate guest needs
• Communicated extensively with senior management

London, United Kingdom

• Oversaw the Front Office department operational procedures
• Supported the Front Office and Assistant Front Office Managers with their daily tasks
• Acted as Duty Manager ensuring all the Health and Safety procedures are followed correctly
• Completed Management Development Program level 1

London, United Kingdom

• Takes initiative providing outstanding customer service, solving guest queries, making reservations, checking guests in and out with minimal guidance;
• Worked in the following areas: Reception including night shifts, Concierge, F&B and occasionally Housekeeping;
• Ensured all Front Office procedures are carried out with a focus on guest satisfaction;
• Team Member of the year (2013)

London, United Kingdom

• Handle telephone calls;
• Make new reservations;
• Pre Allocate the tables due to the reservations for that day;
• Acknowledge and great all the guests;
• Take the guests to their table and help them to sit;
• Be aware of any kind of information that the guests might need.

Faro Area, Portugal

• Reception: Handled the telephone, check-In and assisted with guests
• Housekeeping: Cleaned and refreshed rooms
• Reservations: Created and modified reservations

• Cipd Foundation Certificate In Human Resource Practice

A Level, Reception And Hotel Accommodation