As a Front Desk Agent at Maashof I have multiple responsibilities, including, but not limited to:- checking in & out hotel guests- switchboard operating and transferring incoming calls to the correct department- handling complaints and solving them where possible- optimising room allocation, and making decisions on free upgrades to maximise revenue- cash handling and daily cashier closure- contact with corporate business and making reservations for them- handling incoming emails and booking messages (Booking.com, Expedia, etc.)- taking care of extra needs for guests (arranging transport, tickets for events/attractions, etc.)

As a part of my studies, I am a MO (Managing an Outlet) in the housekeeping department.The hotel is owned by Hotelschool the Hague and offers 21 rooms.As the housekeeping MO, I am responsible for managing a team of 8 people.The housekeeping team performs the following tasks:- Room cleaning- Cleaning of communal areas- Breakfast service (for guests and students)- Taking care of guest’s extra requests- serving lunch for all practical education students & staff- set-up and prepare meeting roomsAs the MO, my responsibilities are managing the first year students, as well as grading them based on their professional behavior, professional communication and time management. Furthermore, I instruct them, inspect & approve all rooms very detailed for guest’s arrival, make daily schedules, arrange meetings, do performance interviews, stay in constant contact with Front Office, and much more

As a part of my studies, I left the Netherlands at just 18 years old, moving to the other side of europe completely on my own. I am the first every Hotelschool the Hague student who did their internship in Croatia.At the Hilton Rijeka, I learned many valuable skills and gained new insight of the luxury hospitality industry. Apart from running operations, I also performed on-site hotel research, as well as market research. I did 3 projects, each requiring unique and in-depth research. I reported my findings to the hotel management along with advising points of improvement for the hotel.The 3 projects I did were focused on: - Staff planning and staff scheduling- Sustainability- Service qualityFurthermore, at the end of my placement, I was awarded a certificate of recognition by the hotel management for exceptional performance.

During my times a Food and Beverage Allround employee at Hilton the Hague, I was mainly running the room service department. Occasional running food for the restaurant (Blueblood), as well as helping out in the bar. Communication with the kitchen of utmost priority, and efficient working.

Responsible for all customer service desk activities, including customer interaction.