Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
Dina  Zohrabi

Dina Zohrabi

Guest Relations Executive
London

Summary

I am an enthusiastic first year University Student eager to learn new skills and information. I have studied hard for examinations and always completed accurate, thorough work. I collaborate well on group projects and prepare diligently for assignments. I am an individual with strong work ethic, work effectiveness through both individual and team contribution. I can also be Self-directed and energetic with superior performance in both autonomous or collaborative environments

In terms of social media, I am a charismatic Social Media Manager equipped with empowering and decisive leadership skills. I lead highly effective and successful campaign developments and client relationship management. With superior command of industry trends and emerging technologies, I was able to significantly improve the clientele and visibility for this company.

In a restaurant environment, I perfected organisation and time management skills. The Detail-orientation and fast adaptability to new skills due to my possession of excellent memory and aptitude for calculations made me a perfect team member.

In my Hospitality experience, I radiated luxurious, engaging and professional skills. Working in a 5* hotel with prestigious guest members created a standard of service I had no issue fulfilling. My natural charm and innovative thinking created a memorable experience for a variety of guests. I always go above and beyond at this role, due to my nature of perfection and customer satisfaction I received many tips, notes, public reviews and even photographed with guests as a memory for their unforgettable experience. The importance of security and confidentiality was clear to me, there is a reason why JW Marriott Park Lane is at Forbes standard for a luxurious experience. I am proud of being a reason for our Marriott branch getting selected as one of the EMEA Shining Stars Top 10 improving hotels during May 2023.

Overview

2
2
years of professional experience
4
4
Languages

Work History

Guest Relations Executive

JW Marriott Grosvenor House
London, England
03.2023 - Current
  • Created specific amenities for elite members at the hotel, assigned amenities for occasions and celebrations throughout the hotel, as well as fully paid suites, long stay and VIP via Executive office/Sales/Events departments.
  • Ensured All cards were placed in folders for the correct dates as matched on our system.
  • Checked in and checked out guests whilst working with personal and sensitive information, making sure confidentiality and security was fulfilled.
  • Quickly learned multiple systems and codes on multiple property management systems such as Opera and Empower that were initially new to me.
  • Luxurious customer service skills conveyed through professionalism in emails, in person and chat options.
  • Composure and empathy for complaint queries with innovative thinking to ensure quick satisfaction of guests.
  • Pre-arrival emails sent to guests to accommodate their unique needs that were updated on their empower cases.
  • Identifying VIP guests and ensuring their rooms on reservations were placed on Do Not Move with a Amenity Allocation
  • Assisting guests with a wide variety of requests, such as emailing and printing invoices, supplying directions, recommendations, cutting new/duplicate keys.
  • Memorisation of extension numbers for over 20 departments and sub extensions for workers throughout the hotel.
  • Sending Guest Care Emails to Housekeeping teams after every shift to ensure everyone is informed of guest preferences and complaints.
  • Picking up the phone calls to the hotel, and for in-house guests. Ensuring the chat through the Marriott Bonvoy App is replied to.
  • Stocking drawers with supplies
  • Enforcing teamwork within departments by incorporating and updating all the different requests in Traces, Profile notes and Alert systems on the reservation. Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
  • Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements.
  • Managed and improved customer service functions for reception and lounge areas.
  • Described facility amenities to guests and set up services such as childcare, interpretation and dry cleaning.
  • Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
  • Enhanced response and resolution systems to meet changing demands.
  • Restructured lines of communication with housekeeping to make sure guests were satisfied with timeliness and quality of housekeeping services.
  • Monitored guest feedback, using to improve service and departmental operations.
  • Remained available 8 hours daily to respond to guest needs, complaints or inquiries.
  • Follow up calls with guests that had complaints, or a request for an item sent to their rooms
  • Checked in and stores luggage for departure and in-house guests.
  • Keeping guests content with waiting times for their room availability.
  • Briefing new guests on all hotel outlets, restaurants, bars, services with opening hours.
  • Wake up calls on request for guests
  • Providing support for guests that have had lost items

Social Media Marketing Manager

Wellfinity Ltd
London
12.2021 - 06.2022
  • Maintained brand consistency by writing content in line with brand guidelines.
  • Ensured business continuity by acquiring insight into social marketing trends and effectively adjusting strategies.
  • Increased Instagram engagement by 76% through ongoing interaction with hashtags, tagged photos and competitors' customers.
  • Regularly engaged with Instagram community via direct messages, actively growing following.
  • Drove continuous content improvement, cultivating cross-functional relationships with marketing teams to obtain relevant input.
  • Used editing tools to edit videos and photos for a variety of Instagram pages such as Videoleap, Photoleap, Hashtag expert, Photoshop, Beatleap by Lightricks, Repost: For Posts, Stories, Canva: Design, Photo & Video
  • Defined business strategies and roadmaps to drive performance across sales, promotions and marketing departments.
  • Generated ideas and concepts for paid ad content, monitoring spend against performance for continued profit improvements.
  • Increased Instagram/Tiktok engagement by 40% through ongoing interaction with hashtags, tagged photos and competitors' customers.

Lounge Supervisor

Kish Restaurant
London
01.2021 - 12.2021
  • Made and memorised the recipes of a variety of Smoothies, Mocktails, Waffles, Pancakes, Coffee and information about Cakes, Ice Creams and Deserts in general.
  • Operated at the till efficiently and made sure there were receipts for all card transactions for closing the till.
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Analysed operations to improve restaurant efficiency and service levels.
  • Quickly identified problem situations, skilfully resolving incidents to maintain satisfaction of involved parties.
  • Strategically reviewed and planned restaurant staffing levels based on evolving service demands.
  • Purchased required quantities of necessary restaurant items, including food, beverages, equipment and supplies.
  • Organised special events and functions, including receptions, parties and corporate lunches.
  • Encouraged feedback from restaurant customers, using insights to implement positive process changes.
  • Maintained safe working and guest environments, reducing injury and incident risks.


Education

A-Levels - Biology, Chemistry, Psychology

Westminster Kingsway College, London
09.2019 - 05.2021

A-Levels - Persian, Biology, Psychology

IRIS-School, London
06.2022 - 05.2023
  • Persian - A*
  • Psychology- B
  • Biology- C

GCSEs -

The Grey Coat Hospital, London
09.2014 - 05.2019
  • Maths- 7
  • English Language- 8
  • English Literature- 7
  • German- 6
  • Music - 7
  • RE- 7
  • Fine Art- 7
  • Double Science- 66
  • Geography- 6
  • Persian- A*

Bachelor of Science - Dental Therapy and Hygiene Bsc

Kings College London, London
09.2022 - 05.2025

Skills

Working behind a tillundefined

Hobbies

I play Guitar and studied theory at a Grade 5 level, due to my love of music I decided to also play the Piano and Saxophone during my 6 year music scholarship enrolment at London Youth Conservatoire Music School on the weekend.

I am also very proactive and completed my Kayaking 1 star at Westminster Boating Base in 2019.

Timeline

Guest Relations Executive - JW Marriott Grosvenor House
03.2023 - Current
Kings College London - Bachelor of Science, Dental Therapy and Hygiene Bsc
09.2022 - 05.2025
IRIS-School - A-Levels, Persian, Biology, Psychology
06.2022 - 05.2023
Social Media Marketing Manager - Wellfinity Ltd
12.2021 - 06.2022
Lounge Supervisor - Kish Restaurant
01.2021 - 12.2021
Westminster Kingsway College - A-Levels, Biology, Chemistry, Psychology
09.2019 - 05.2021
The Grey Coat Hospital - GCSEs,
09.2014 - 05.2019
Dina ZohrabiGuest Relations Executive