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Experiență

Samoset Hotel and Spa  (ME,USA)                                                                             April 2019– October 2019

 

As a front desk service agent at the Samoset hotel, my duties were helping the guests checkin, talking to them about booking options in our spa and golf court, telling them all about the area and what they can visit.

  • Greet guests in a warm and friendly manner
  • Gave newcomers a tour of the spa, the golf course and our restaurant
  • Assisted them with booking other services of the hotel
  • Explained to them where breakfast is, when Bruch is
  • Answered, screened and directed inbound phone calls update changes in Room Master
  • Take verbal and written messages
  • Good handle of all Microsoft Tools
  • Updated spa appointment calendar 
  • Handled general requests for information and data; handled delicate situations, such as - customer requests, special needs and complaints.            


 

THE BAYVIEW COLLECTION  (ME, USA)                                                     July 2017, July 2018 – September 2017, 2018                     


 

Bay View Hotels Collection is a hotel chain comprised of 3 luxury hotels: Lord Camden Inn, Grand Harbor Inn, and 16 Bay View. I’ve worked at all proprieties for 2 Summer seasons.


 

Guest Services Agent

Guest Service Agents are service-focused, disciplined and empathetic individuals, responsible for providing professional services to guests in all 3 locations.

Communication and Teamwork

Responsible for welcoming an average of 10 rooms daily, checking them in through the hotel’s reservations platform (Room Master), providing verbal/written information about facilities and recommending local attractions. Oversaw the integration of 2 new staff members, training them to work with the hotels ‘reservation software, providing ongoing support as needed.

Problem-solving abilities: Supported unsatisfied guests, remaining calm in crisis situations; assisted by finding quick and easy solutions when there were technical issues with rooms or services (double bookings, damaged AC, allergies).

Prioritising and Multitasking: There are numerous tasks that need attention at the same time in the hospitality industry; in order to be efficient, an agent needs to be ready to answer a phone call, send an email, respond to a guest’s query and delegate tasks to other colleagues all in a short period of time.

 

Blackberry Inn | Boutique Bed & Breakfas      (ME, USA)                                      July 2016 – September 2016

As a Concierge, my main duties were to be there for the guests whenever the in-keepers were doing other tasks.

  • Hosted guests towards their specific needs when checking in
  • Communicated all changes, cancellations and additions to the inn runner
  • Accepted responsibility for cash drawer and ensured it balanced at end of shift.
  • Maintained a high level of professionalism in all aspects of job performance.      

Educație

BA in Public health, Masters in Pr and Advertising

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