Curriculum Vitae

 
Guest Relations Manager
Sonesta Beach Resort Taba, Sinai, Egypt
Hospitality industry
July 2009 – Nov 2010 (1 year 5 months)

Responsibilities
- Reports directly to the General Manager or to his delegate and communicates effectively with all Department heads on pertinent matters affecting guests’ satisfaction.
- Enhances personal recognition and prompt attention to guests from their arrival through their departure.
- Ensures that the VIP guests (repeater guests, Travel Pass members and other VIPs) receive special recognition and service.
- Monitors the VIP and Travel Pass members’ arrivals and issues the daily VIP Guests Report to the attention of the General Manager and other concerned departments.
- Handles guest complaints immediately and follows up on action thoroughly with the concerned departments. Answers guest complaints received through travel agents.
- Handles the requests for orientations and FAM Trips, prepares the info material and the show rooms in advance and conducts the hotel orientations as per standard.
- Collects and analyses the Guest Comment Cards and issues the monthly Guest Comments Report for the General Manager’s perusal.
- Designs and maintains up to date guest info materials, F&B menus and general information posters.
- Responsible for designing and producing the fire exit maps for all hotel rooms, according to the new corporate standards.
- Acts as the main liaison between hotel management and tour leaders and other travel agents representatives, communicating effectively any matters pertaining to them and/or their clients.
- Promotes hotel facilities, Travel Pass membership, special packages and up sales whenever possible.
- Monitors and gives support to the front desk colleagues.
- Performs other related duties and special projects as assigned.
 
 
Freelance translator
Self-Employed, Writing and Editing industry
January 2009 – June 2009 (6 months)
 
 

Executive Secretary
Le Meridien Al Aqah Beach Resort, Fujairah, UAE 
Hospitality industry
July 2007 – August 2008 (1 year 2 months)

Responsibilities
- Handling the correspondence for the General Manager (letters and e-mails), keeping an accurate agenda and organizing appointments and meetings; handling travel preparations and bookings.
- Answering all guest comments and handling guest complaints and requests; meeting and assisting the VIP guests on behalf of the General Manager.
- Assisting the other hotel departments with various requests.
- Other administrative tasks.


Executive Secretary
Moevenpick Resort & Spa El Gouna, Egypt
Hospitality industry
August 2004 – June 2007 (2 years 11 months)

Responsibilities
- Assisting the PR Manager during the resort re-branding, creating and implementing the resort’s correspondence and business templates, ensuring about the correct fulfilment of the re-branding issues in the whole executive area.
- Assisting the PR Manager by supervising or conducting some photo shootings and filming in our hotel.
- Designing diverse lay-outs for guests as: advertising, flyers, information brochures, web newsletters.
- Designing and administrating the Mövenpick TV Channel in Power Point.
- Keeping the statistics of the guest questionnaires in Excel and analysing data received on monthly basis. Presenting the results during monthly meetings.
- Assisting Reservation department with the administration and maintenance of Fastbooking system (uploading rates, updating information about hotel, etc.)
- Handling requests or complains from guests.
- Handling “Manager on Duty” task on monthly basis.


Secretary to the Executive Assistant Manager
Moevenpick Resort & Spa El Gouna, Egypt
Hospitality industry
July 2003 – July 2004 (1 year 1 month)

Responsibilities
- Helping Front Office Department to improve the accuracy of collecting data from guests by correcting the guests profile in FIDELIO and by issuing a Monthly Report of Progress in Front Office’s activity.
- Other administrative tasks.


Site Manager Assistant
S.C. ASA Holding S.A. Bucharest, Romania 
Civil Engineering industry
November 2000 – June 2003 (2 years 8 months)

Responsibilities
- Creating and administrating an original database in Access for the evidence of all documents.
- Translating technical documents from English into Romanian and from Romanian into English.
- Preparing the Monthly Technical Report for Bucharest Office and other documents and reports in Word, Excel and Power Point.
- Preparing correspondence, answering phones and handling general administrative duties, such as filing, faxing, copying and mailing.
- Preparing the protocol for meetings, attending meetings in the absence of the Site Manager, maintaining in-office calendar and keeping track of schedules/appointments.


Transportation Dispatcher
S.C. Edy International S.R.L. Brad, Romania
Transportation/Trucking/Railroad industry
August 2000 – October 2000 (3 months)

Responsibilities
- Contracting international transports with trucks and trailers for foreign customers and International Companies like: Coca-Cola, Zaninoni, Maersk, Gruber Logistics
- Negotiating with foreign customers in order to obtain the best possible price for transportation
- Preparing invoices and documentation for transporters.


Bookkeeper
S.C. BG Prosecom S.R.L. Deva, Romania
Accounting industry
February 1998 – July 2000 (2 years 6 months)

Responsibilities
- Receiving cash and check receipts
- Maintaining ledger book and computer recording of accounts ( FoxPro )
- Occasionally translating Microsoft Office and FoxPro documentation from English into Romanian



STUDIES

American Hotel & Lodging Association - Educational Institute Certificate, (Hotel School – Distance learning)
"Supervision in Hospitality Industry" Certificate - 2007
"Management of Front Office Operations" Certificate - 2010 

"Babes-Bolyai" University, Cluj-Napoca, BA in Political Sciences, Faculty of European Studies, 1996 – 2000

“Decebal” National College Deva Mathematics – Physics – English, 1992 – 1996


TRAINING

- A 3 weeks training in Guest Relations: Fidelio FO, VIP’s treatment, handling complaints, promotions, amenities, resort orientations at Moevenpick Resort & Spa El Gouna.
- Food & Beverage – hostess in the Main Restaurant & in the New Year Tent during Christmas and New Year 2004. Designing menus and advertisement for some restaurants & outlets.
- Management by Objectives – training provided by the Area Training Manager, Moevenpick Hotels & Resorts.
- Conducting Appraisals – training provided by the Area Training Manager Moevenpick Hotels & Resorts.
- Dealing with Conflicts as Management Task – Corporate Training provided by Top Concept
- Training in OPERA v3.0 Front Office and Fidelio Suite 8 – ACT Company Egypt.
- Central Reservation System Training in Cairo – Corporate Training provided by the Head Office, Moevenpick Hotels & Resorts.
- “An Introduction to Situational Leadership” and “Coaching to Bring Out the Best in Others”, Management Development Sessions facilitated by Ignite on behalf of Sonesta Hotels, Resorts and Nile Cruises.


PROFESSIONAL SKILLS AND COMPETENCES

LANGUAGES

Romanian - Mother tongue
English - Speaking (Fluent), Reading (Fluent), Writing (Fluent)
Italian - Speaking (Fluent), Reading (Fluent), Writing (Good)
French - Speaking (Good), Reading (Good), Writing (Basic)
German - Speaking (Basic), Reading (Basic), Writing (Basic)

COMPUTER SKILLS

- Microsoft Office XP/2007 (Word, Excel, Access, Power Point, Outlook)
- Open Office v.3
- Opera v.3, Fidelio Front Office V. 6.2 and Fidelio Suite 8
- Corel Draw, Adobe Photoshop and other graphic software

OTHER SKILLS

- graphic design
- creative writing
- negotiation and problem solving
- customer service
- time management