Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Alexandra Da Silva

London,England

Summary

A well-presented, forward thinking, capable and committed worker with a strong customer service and delivery focus. Possessing strong interpersonal qualities and natural ability to deal with people from variety of backgrounds. Maintaining a personal touch with the customers at every stage treating them with respect and dignity. I am also confident and comfortable with both written and telephone communication making personalized customer experience at every interaction. I excel when asked to work as part of a team but can manage my own workload and use my initiative when working alone. I have a strong drive for continuous improvement in everything I do and thrives in highly pressurised and challenging working environment

Overview

7
7
years of professional experience

Work history

Reservation Agent

Hilton London Paddington
London, City of London
10.2022 - Current
  • Represented brand to domestic and international guests with exemplary presentation skills.
  • Completed bookings and reservation amendments using hospitality property management software.
  • Anticipated and promptly responded to guests requests for upgrades and restaurant bookings.
  • Upsold guest experiences to maximise average booking value.
  • Managed high volumes of incoming calls using VoIP system.
  • Conducted calls professionally and politely to maintain excellent service standards.
  • Communicated reservation confirmations to guests via post and email.
  • Liaised with corporate booking agents to coordinate and update itineraries.
  • Processed payments and online bookings with zero error.

Lettings Coordinator

Kinleigh Folkard & Hayward
London, City of London
06.2021 - 02.2022
  • Communicate with customers by phone, email and face to face maintaining company standards
  • Use and maintain KFH’s CRM where required
  • Ensure regular contact with KFH’s Accounts department for payments
  • Provide high levels of customer service
  • Support lettings negotiators, and branch directors
  • Ensure that all necessary certificates are all up to date eg: Gas , EPC and Electrical
  • Managed filing systems for electronic and hard copy documents to keep organized records.
  • Managed office activities by maintaining communication between clients, tracking records and filing all documents.l compliance procedures are met
  • Communicate with third party companies
  • General office daily management

Property Administrator

Rainbow Reid
London, ENG
10.2020 - 05.2021
  • Established key relationships with potential leasers and renters.
  • Explained terms of lease and amounts to be paid to tenants.
  • Worked with property managers to maintain market readiness and facilitate smooth transitions.
  • Ensured property is attractive and appealing for prospects.
  • Ensure that all necessary certificates are all up to date eg: Gas , EPC and Electrical
  • Lease with the management team to make sure that all maintenance have been carried out according to the landlords requirements
  • Provided outstanding levels of customer care, communicating effectively and professionally to develop positive company reputation.

Property Consultant/Administrator

Castle Hill Properties
London, ENG
06.2018 - 02.2020
  • Taking enquiries via property portals regarding properties to let, and generating further applications through posting adverts for properties online.
  • Qualifying and registering applicants onto computer system, identifying their needs and matching them to suitable properties.
  • Keeping in regular contact with applicants to arrange viewings for suitable properties.
  • Conducting viewings on properties and selling the benefits of the property to applicants.
  • Providing landlords with regular feedback following viewings.
  • Securing offers for properties, and negotiating offer terms between applicants and landlords.
  • Follow-up administration including arranging references for applicants and organising signed tenancy agreements.
  • Liaising with the team to ensure properties are cleaned and prepared for tenants' arrival.
  • Ensure that all necessary certificates are up to date eg: Gas , EPC and Electrical
  • Carry out property inspections and create reports for all the manage properties every 3-6 months
  • Dealing with maintenance issues logged by tenants into to the property portal

Front Desk Receptionist/Administrator

Premier inn Hotel
London, ENG
09.2017 - 06.2018
  • To check in Guests, register guest, and allocate rooms.
  • Upon check in to verify guests' method of payment follow established credit checking procedures or cash handling procedures.
  • To check out departing guests, ensuring the correct paperwork is completed, signed, all bills are posted, and account is settled in full where applicable.
  • To cash up and reconcile reception takings and balance float.
  • To answer incoming calls for Guests or internal team members and transfer the calls accordingly.
  • Meeting and greeting all guests to the highest standard.
  • Setting up meeting rooms for presentations and conference calls, logging any IT issues during daily meeting room checks.
  • Answering switchboard, transferring calls and taking detailed messages.
  • Booking in guests on the main Shard system.
  • Diary administration for all the meeting rooms.
  • Being one step ahead with the preparation of meeting.
  • Maintaining the company health and safety policy Holiday inn/ Administrative Assistance.

Administrator

Holiday inn
Plymouth, PLY
03.2016 - 08.2017
  • Assist in the operations of all Front Office operations to include, , guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
  • Assist with monitoring payroll, checking rosters in rooms division against payroll systems and ensuring correct inputs.
  • Assist in monitoring and assessing service and satisfaction trends, giving updates on weekly basis to the Director of rooms.
  • Oversee and set up admiration protocols within the room division.
  • Helping with the events hall set up.
  • Assist with training of senior managers on billing systems, ordering and receiving.
  • Report to the Front Office Manager, Head Housekeeper and Director of Rooms any reoccurring problems to ensure permanent solution are found.

Education

Icon Training
2019

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Dudley College
2008

Full National Curriculum including English and Mathematics - undefined

Langley High School
2005

Skills

  • Administrative, Switchboard
  • Balance, Telephone
  • Business Administration
  • Cash handling
  • Contracts
  • Credit
  • Clients
  • Database
  • English
  • Forecasting
  • Front Office
  • Inventory
  • Notes
  • Managing
  • Marketing
  • Mathematics
  • Meetings
  • Negotiating
  • Portuguese
  • Presentations
  • Property Management
  • Quality
  • Receiving
  • Reception
  • Reporting
  • Retail
  • Safety
  • Sales
  • Selling
  • Spanish
  • Spreadsheets
  • Property inspections
  • Letting legislation knowledge
  • Lettings management
  • Team management
  • Eviction laws
  • Property preventative maintenance
  • UK lease administration

Languages

Portuguese
Native
English
Fluent
Spanish
Upper intermediate

Timeline

Reservation Agent

Hilton London Paddington
10.2022 - Current

Lettings Coordinator

Kinleigh Folkard & Hayward
06.2021 - 02.2022

Property Administrator

Rainbow Reid
10.2020 - 05.2021

Property Consultant/Administrator

Castle Hill Properties
06.2018 - 02.2020

Front Desk Receptionist/Administrator

Premier inn Hotel
09.2017 - 06.2018

Administrator

Holiday inn
03.2016 - 08.2017

Icon Training

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Dudley College

Full National Curriculum including English and Mathematics - undefined

Langley High School

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Alexandra Da Silva