ELENA FLONDOR
London
Summary
PERSONAL STATEMENT Service-oriented Duty Manager dedicated to giving every customer seamless experiences to promote loyalty and repeat business. Team leader with fair judgment, supportive, good planning and always ready for a challenge.
Overview
7
7
years of professional experience
4038
4038
years of post-secondary education
Work History
Duty Manager
Nobu Hotel Shoreditch
London
09.2022 - 03.2025
- Supervising the front desk daily operation; ensure staff is properly trained including service expectations.
- Attending daily briefings with all the Executives.
- Ensure open communication with Housekeeping, F&B, and all Central Reservations departments .
- Maintain Health & Safety standards, emergency response procedures.
- Resolved complaints and issues with a calm and professional demeanour; Processing guest compensation.
- Overseeing the VIP's experience by personally meeting them and rooming to their room.
- Actively scheduling performance meetings with all the team members.
- Assisting the Front of House Manager in scheduling the shifts.
- Writing and implementing SOP's.
- Checking the cleanliness of lobby and public areas, lights and music
Front of House Receptionist
Mondrian Shoreditch Hotel
London
09.2021 - 09.2022
- Welcomed guests in a friendly, positive, and polite manner.
- Delivered exceptional customer service following the Forbes standards.
- Smoothly check-ins and check-outs;
- Answered and directed incoming calls to relevant staff members using a multi-line telephone system.
- Provided final invoices to the guests with all the company information needed.
- Received and delivered the correspondence to guests, and members of the staff.
- Responded to enquiries from guests, club members, and public visitors.
- Dealt with different complaints, involving the main reception and all the departments of the property.
- Collaborated effectively with guests and staff to maintain smooth-running company operations.
- Cleaned reception area regularly to maintain a professional appearance.
TEAM LEADER SUPERVISOR
TRG Challenge Agency
London
03.2021 - 08.2021
- Led a team of 15–30 staff.
- Provided formal and informal training to staff, identified skills deficiencies among personnel, and rectified through 1:1 and group training.
- Checked the accuracy and the shift performance.
- Followed up with the performance of the new starters and held weekly reviews.
- Proactively assisted teams in heavy lifting and complex problem-solving tasks, improving operational efficiency.
- Worked hand in hand with Tesco managers to meet production goals.
- Handled all paperwork, including sick forms, holiday requests, file notes, and delivered them to my direct manager.
WAREHOUSE OPERATIVE
TRG Challenge Agency
London
09.2020 - 03.2021
- Understood warehouse product placement, enabling efficient picking and packing services.
- Operated large machinery, forklifts, and cranes whilst maintaining excellent safety standards.
- Restocked shelves with strict attention to detail.
- Maintained a clear and tidy warehouse to ensure any potential hazards are dealt with safely, quickly, and efficiently.
- Meet the performance required daily.
Receptionist
Grange Hotel, St. Paul's Station
09.2019 - 01.2020
- Welcomed guests in a professional manner.
- Delivered exceptional customer service.
- Smoothly manages check-ins and check-outs.
- Cash handling.
- Handled incoming telephone calls, taking accurate messages, and relaying them to the relevant departments.
- Responded to enquiries from guests and public visitors.
- Cleaned reception area regularly.
- Responded to email inquiries promptly, delivering clear and concise information to address queries.
F&B assistant
Grange Hotel, St. Paul's Station
03.2018 - 09.2019
- Provided a warm, friendly welcome to visitors, maintaining an excellent first impression.
- Delivered exceptional, friendly, and fast service to process a high volume of food and drink orders at peak times.
- Maintained extensive understanding of current offers, menu items, and seasonal dishes.
- Maintained safe food handling standards at all times.
- Assisted in mixing, developing, and pouring drinks when required by bar staff, creating drinks, including cocktails and coffees.
- Restocked bar inventory and supplies.
- Delivered bills to tables and processed cash and card payments.
- Shined and polished silverware, glasses, and other cutlery items during quieter periods.
- Completed opening and closing checklists according to set standards.
Education
Bachelor of Science - International Business Management
Anglia Ruskin University
Diploma of Higher Education - Economic Activities
College Economic Administrative
Iasi / RomaniaSkills
- Outstanding customer service
- Fire safety training
- First aider
- Attention to details
- Keep focussed under pressure
- The ability to coach and mentor
- Team engagement
- Self-motivated
- Cash handling
- Microsoft Office proficiency
- Complaint resolution proficiency
Languages
Romanian
Native
English
Fluent
Timeline
Duty Manager
Nobu Hotel Shoreditch
09.2022 - 03.2025
Front of House Receptionist
Mondrian Shoreditch Hotel
09.2021 - 09.2022
TEAM LEADER SUPERVISOR
TRG Challenge Agency
03.2021 - 08.2021
WAREHOUSE OPERATIVE
TRG Challenge Agency
09.2020 - 03.2021
Receptionist
Grange Hotel, St. Paul's Station
09.2019 - 01.2020
F&B assistant
Grange Hotel, St. Paul's Station
03.2018 - 09.2019
Bachelor of Science - International Business Management
Anglia Ruskin University
Diploma of Higher Education - Economic Activities
College Economic Administrative
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