Eleonora Orlando

• Greeted guests upon arrival, creating a friendly atmosphere from the first point of contact.
• Enhanced customer satisfaction with exceptional telephone etiquette and professional in-person communication.
• Contributed to team efforts by offering help during busy periods or when colleagues were absent from work due to illness or holiday leave.
• Resolved guest complaints promptly, fostering positive relationships and high level of customer service satisfaction.
• Handled VIP bookings and special requests to leverage upselling opportunities.
• Responded to high volumes of calls and emails with calm and professionalism.
• Prioritised tasks to maintain reliable service throughout peak times.

• Handled VIP bookings and special requests to leverage upselling opportunities.
• Trained new staff in guest service standards.
• Built rapport with customers to boost brand reputation and encourage repeat business.
• Manage the book using open table

• Scheduled and made reservations for guests using spa software.
• Documented guest information on hotel database to maintain accuracy.
• Escorting guest to the facilities

• doing cashups as a closing duties

• being trained in LQE standard

• Greet/check in guests and walk ins.

•Manage the cloakroom efficiently using the correct steps.

•Manage menus for the PDR, main restaurant and bar

•Complete bar transfers when escor)ng guests from the bar to the restaurant and vice versa.

•Manage the book using seven rooms

•Relay tables using special standards

•Deliver drinks and food when needed on the floor.

•Supervising and delegate tasks within my team.

• Managed bookings using OpenTable to schedule, cancel and re-arrange appointments.
• Greeted incoming guest in a professional manner and provided friendly, knowledgeable assistance.
• Delivered front of house duties with warm and professional manner.
• Kept reception area clean and neat to give visitors positive impression of the company.
• Delivering food & beverages.
• Managing events and pre orders for larger parties