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About me
Performance driven, goal oriented and highly resourceful professional with extensive experience working within various departments for leading Hotel companies across the world. Combine a customer-focused work ethic with proactive problem-solving strengths. Enthusiastic team player with quick-study capabilities, appreciated by others for willingly stepping up to any challenge. Adept at creating client-centric strategies aimed at improving product sales in rapidly-evolving markets. Refined communicator with ability to establish positive relations with customers, staff members, and management. Known for improving product awareness, desire, and demand. Multi-lingual communicator with fluency in French: Mother tongue, English: Fluent, and Spanish: Advance.
I tackle life and career management scenarios with meticulous strategies based on my expertise in the following areas:
♦ Hospitality Management
♦ Quality Customer Service
♦ Sales & Revenue Growth
♦ Excellent Communication
♦ Product Promotion
♦ Relationship Management
♦ Team Building & Leadership
♦ Strategic Planning & Analysis
♦ Reporting & Documentation
Connect with me today to find out how I’ll make your mission my mission, to help bring ALL of your business objectives into focus!
Experience
11 years and 3 months
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Group Sales Coordinator
Millennium Gloucester Hotel - Kensington, London, United Kingdom
SalesJanuary 2020 - Now · 4 years and 3 monthsDelivered high-level services and support for sales optimization, event management, reporting, and customer service. Coordinated internally within the team (material, brochures, BEOs, schedules, and travel arrangements. Contributed to the sales growth by analysing customer requirements and refining service delivery. Selected Accomplishments: ● Added value to the supportive role by assisting directly the director of sales with day-to-day activities. ● Maximized customer satisfaction levels by proactively addressing queries and resolving complex issues. ● Optimized decision-making process by formulating sales reports for each sales manager and submitting to DOS. ● Accomplished all significant challenges associated with the management of RFPs and finalized contracts.
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Floor Manager
Hotel Xenia - Autograph Collection - London, United Kingdom
F&B ManagementFebruary 2019 - January 2020 · 1 yearSupervised and mentored fine dining restaurant and bar team to ensure and maintain best service quality standards. Scheduled team’s rota to enhance operational proficiency. Managed equipment, beverage inventory, and purchase orders to ensure smooth workflow. ● Secured maximum bar revenue by resolving guests concerns and adapting menu as per client’s needs. ● Increased guest’s satisfaction level in Marriott Survey in the restaurant by coaching staff regarding service and approach to the guests.
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Bar Captain
Nobu Hotel Shoreditch - London, United Kingdom
BarFebruary 2018 - February 2019 · 1 year and 1 monthDelivered excellent bartending and mixology experience to the guests in a high end, high volume bar. Supported staff in bar organisation, cocktails creation, and event management. Resolved customer problems to ensure customer satisfaction. Optimised customer retention through excellent customer service. ● Assisted the Beverage manager in increasing the gross profit % by implementing upsell targets, providing trainings in beverages and upsell technique and minimising costs in wastage, breakage and revenue loss. ● Worked on improving the synergy, communication and morale within bar team and restaurant team to create better efficiency and reduce staff turnover.
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Duty Manager
Hilton Brussels Grand Place - Brussels, Belgium
ReceptionNovember 2015 - January 2018 · 2 years and 3 monthsLed front house operational team, including reception, call centre, and concierge to ensure smooth workflow. Increased work proficiency by delivering coaching to lobby and front office staff. Assured and maintained health safety in compliance with company brands and policies. Managed emergency situations, including terrorist attack to secure, guests safely evacuated, and returned to premises once permitted. ● Assisted in the implementation of an upsell strategy and target in 2016 and provided training to reception team to upsell rooms and F&B packages that resulted in generation of extra revenue of above 250,000 euros for the year 2016 as well as 2017. ● Contributed and delivered excellent customer service as Duty Manager that ranked hotel in highest amongst all departments in Hilton guest’s satisfaction survey and top 10 in all Hiltons in EMEA in 2017.
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Front Desk Agent
Hilton Brussels Grand Place - Brussels, Belgium
ReceptionOctober 2014 - November 2015 · 1 year and 2 months- Followed Hilton Front Desk procedures. - Interaction with guests. - Handled Guests' complaints.
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Sales & Marketing trainee
Hotel Arts Barcelona - Barcelona, Spain
MarketingJanuary 2014 - July 2014 · 7 monthsDeveloped comprehensive experience in sales optimisation by assisting the sales manager covering the US market to achieve the sales targets. Selected Accomplishments: ● Boosted revenue by answering group leads, inquiries within a short time. ● Displayed key attention to detail while finalising contracts.
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Front Office Trainee
Shangri-La Hotel, Beijing - Beijing, China
ReceptionJune 2011 - December 2011 · 7 months- Learnt basic front desk procedures - Helped F&B service qt the executive lounge
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F&B trainee
InterContinental Bora Bora Le Moana Resort - Puna'auia, French Polynesia
F&B serviceJanuary 2010 - July 2010 · 7 months- Service at the fine dining restaurant: Breakfast - Lunch - Diner - Opening/Closing of the bar - Room Service and checked mini bars
Education
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International Bartender Certificate
European Bartending School of London
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F&B Management Certificate
University of Cornell
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Business Management Essentials Certificate
University of Cornell
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Bachelor of Administration in Hotel Management
Les Roches International School of Hotel Management Switzerland
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Business Management Essentials Certificate
eCornell | Online Learning by Cornell University
September 2020 - December 2020Certificate program to learn key functions of any organization to make better decisions
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F&B Management Certificate
eCornell | Online Learning by Cornell University
January 2019 - March 2019Certificate program to learn key concepts, strategies and practical skills to successfully manage and operate any F&B business models
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Bartender Certificate
European Bartender School - London, United Kingdom
September 2018 - September 2018Completion of a professional bartender training with the second highest score
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Bachelor Degree
Les Roches Global Hospitality Education - Crans-Montana, Switzerland
June 2009 - May 2013Hotel Management Studies – Bachelor of Business Administration in Hotel Management with specialization in Entrepreneurship
Languages
3 languages
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French
Native or fluent
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English
Native or fluent
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Spanish
Professional working
Personal information
Nationalities
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Belgian
Date of birth
December 29th 1990
Skills
8 skills
- Cvent
- Microsoft Office
- Micros PMS
- OnQ Hilton PMS
- Opera PMS
- Opera Sales & Catering
- Opera SFA
- RFP Lanyon
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