Tereza Sterbova
Summary
A smart and organized individual with brilliant work ethic and strong determination. Experienced working within organizations in the hospitality and care sector.
Excellent customer service skills due to years of people encounter
Very friendly, outgoing and adaptable with the ability to learn new tasks quickly.
Enjoys challenges and new opportunities.
Overview
12
12
years of professional experience
Work History
Assistant Manager
Cherry Tree Lodge
08.2024 - Current
- Encouraged open dialogue among family members to foster understanding, empathy, and mutual respect.
- Managed difficult situations with empathy and understanding, resulting in satisfied residents
- Developed strong working relationships with staff, fostering a positive work environment.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
House Manager
Derby Manor Hotel
01.2019 - 08.2024
- Delivering exceptional customer service consistently
- Ensuring efficient operations are met across all departments
- Recruiting for all departments
- Actively monitoring all staff members
- Creating online orders
- Maintaining meticulous records of employee hours, promptly resolving any deviations from established parameters.
- Producing weekly rota's
- Delegating tasks
- Handling complaints
- Responding to online reviews
- Making reservations
- Organizing and leading staff meetings
- Overseeing the booking system to maximise sales
- Keeping the reception and house area tidy
- Inspecting rooms and highlight maintenance/cleanliness issues
- Answering and forwarding phone calls
- Responsible for all staff training and day to day administration tasks
- Conducting show rounds
Reception & Office Manager
FJB Hotels
01.2018 - 01.2019
- Leadership and management of all reception team members including training
- Delivering exceptional level of customer service and making sure all team members are delivering the same
- Being responsible for all cash and float security within the department
- Managing daily and weekly banking according to company's policy
- Producing reception rota in a fair manner and making sure shifts are given in compliance with the company's budget
- Managing all third-party commission claims
- Overseeing the Sales Ledger procedures are followed to encourage prompt payments
- Performing various administrative and clerical tasks
- Responding to reviews
- Creating, approving and sending completed PO's to distributors and Head office, being in charge of approval/refusal of all Invoicing for the hotel
- Conducting walk rounds to identify maintenance issues
Reception & Duty Manager
Wessex Hotel
01.2016 - 01.2018
- Actively leading and monitoring reception team
- Ensuring employees are offering exceptional customer service
- Documenting quest's bookings and cancellations
- Dealing with complaints
- Taking care of the sales ledger
- Proposing and implementing effective marketing strategies to maximise room occupancy levels
- Ensuring all health & safety procedures are being met
- Handling bookings of function rooms and special events
- Handling cash and end of the day checking and banking
- Managing reception and lounge cleanliness
- Managing information board for guests including new sales promotions
- Being in charge of Tripadvisor responses
- Assisting with all F&B duties
Head Receptionist
Wessex Hotel
01.2015 - 01.2016
- Leadership of the team and delegation of duties
- Ensuring employees are offering exceptional customer service
- Motivating employees to provide best results
- Handling cash
- End of the day checking and banking
- Making bookings
- Handling bookings of function rooms and special events
- Managing information board for guests including new sales promotions
- Managing reception and lounge cleanliness
Head Receptionist
Hinton Firs Hotel
01.2014 - 01.2015
- Actively leading and monitoring the reception team
- Working cohesively with other departments and co-workers as part of a team
- Handling guest complaints with follow up to ensure mutual satisfaction
- Documenting and confirming/approving quest's cancellations
- Dealing with group and functions bookings
- Assisting the manager in ensuring the smooth and efficient overall operation of the whole hotel
- Preparing reports, handling bookings of function rooms and special events
Receptionist
Hinton Firs Hotel
01.2013 - 01.2014
- Meeting and greeting guests
- Arranging couriers
- Keeping the reception area tidy
- Answering and forwarding phone calls
- Creating bookings
- Screening phone calls
- Sorting and distributing post
- Assisting and supporting management
Education
2009 GSCE Diploma -
Business Academy
Skills
- Excellent customer service
- Problem-solving
- Adaptability and flexibility
- Team leadership
- Operations management
- Staff supervision
- Decision-making
- Resourceful multitasking
- Friendly, positive attitude
- Attention to detail
Timeline
Assistant Manager
Cherry Tree Lodge
08.2024 - Current
House Manager
Derby Manor Hotel
01.2019 - 08.2024
Reception & Office Manager
FJB Hotels
01.2018 - 01.2019
Reception & Duty Manager
Wessex Hotel
01.2016 - 01.2018
Head Receptionist
Wessex Hotel
01.2015 - 01.2016
Head Receptionist
Hinton Firs Hotel
01.2014 - 01.2015
Receptionist
Hinton Firs Hotel
01.2013 - 01.2014
2009 GSCE Diploma -
Business Academy
Similar Profiles
Cole NeisCole Neis
Golf Shop Attendant at Cherry Hills Golf and LodgeGolf Shop Attendant at Cherry Hills Golf and Lodge
Andreea BulgaruAndreea Bulgaru
Support Worker at Cherry Tree House ( Ocean Comunity Service)Support Worker at Cherry Tree House ( Ocean Comunity Service)
Luyanda Lucas MabasoLuyanda Lucas Mabaso
Bakery Operative at Cherry Tree BakeryBakery Operative at Cherry Tree Bakery
Jailin CampbellJailin Campbell
Assistant Manager at C&c foodsAssistant Manager at C&c foods
Giovanna RiveraGiovanna Rivera
Assistant Manager at Claire's StoresAssistant Manager at Claire's Stores