Emma Joyce Marrocco
Aberdeen,Aberdeenshire
Summary
Highly adaptable and reliable professional with strong experience in administration and supervisory roles. Demonstrates exceptional customer service skills and a customer-focused approach, supported by a comprehensive knowledge of Microsoft Office and hotel systems such as Opera and iPOS. Known for effective time management, multitasking abilities, and the capacity to work under pressure while maintaining a cooperative team environment. Career goals include utilizing interpersonal skills and fast learning capabilities to enhance operational efficiency and customer satisfaction.
Overview
14
14
years of professional experience
Work history
F&B supervisor
The Aberdeen Dyce Hotel
Aberdeen, Aberdeen City
09.2024 - Current
- Making sure the cleanliness and organisation within the bar is maintained to a high standard.
- Trained newly hired employees on service techniques, company procedures, and health and safety.
- Leading the team to deliver a high-quality food and beverage service.
- Remain calm during peak hours to serve as a role model for the rest of the staff.
- Resolving customer complaints to the best of my ability and as efficiently as possible.
- Arranging and rearranging restaurant, bar, and function furniture to suit business needs and customer requests.
- Coaching team members on customer service, and up-selling techniques to improve revenue.
- Monitoring alcohol consumption to adhere to legal service requirements.
- Balancing cash registers and depositing the company's earnings.
- Observing the staff and providing feedback to improve service standards.
- Opening and closing of the bar.
Hotel Supervisor
Travelodge
Aberdeen, Aberdeen City
08.2023 - Current
- Respond to customer concerns as soon as they arise
- Dealing with guest requests as efficiently as possible i.e changing checking in dates or changing room types
- Find cover for staff by asking other team members from sister hotels to help
- Assisted the housekeeping team by cleaning rooms when there is a shortage in staff
- Checking rooms and communal areas to achieve the best first impression for our guests and log any work that needs to be done, to prevent complaints
- Checking guests in, adding packages and taking payments on our system opera.
- Making sure that guest complaints are handled efficiently and that complimentary packages are offered to maintain high guest satisfaction i.e a free breakfast box or wave the £10 early check in or late check out fee
- Helping guests at check-in, by providing information on restaurants, shops or walks in the area
- Dealing with basic banking and bookkeeping tasks when the manager is on annual leave
- Making sure all the weekly and monthly tasks are done i.e weekly fire alarm checks or monthly room temperatures are recorded and so on
- Keeping on top of stock supply to prevent any shortages and order more when required
Receptionist/Administrator
Ashgrove Motor Body Co ( Aberdeen ) Ltd
Aberdeen
07.2014 - 08.2023
- Greeting customers as they enter the facility
- Answering phone calls in a professional manner providing answers when possible and transferring calls to the relevant department
- Taking customer payments for Excess and VAT
- Petty cash management
- Entering new claims onto a computer system called Autoflow
- Booking customers in for estimates
- Booking customers in for vehicle repairs
- Using Autoflow to update customer regularly
- Making sure Autoflow is up to date with all relevant customer information
- Organizing insurance for courtesy cars
- Reply to emails effectively and efficiently
- Organizing recoveries for customer vehicles
- File important documents.
Receptionist
Goals Soccer Centre
Aberdeen
07.2011 - 05.2015
- Greeted customers as they entered the facility in a friendly and professional manner
- Answering phone calls in a professional manner providing answers when possible and transferring calls or taking detailed messages
- Entering new enquiries onto a computer system called smart centre and dealt with them accordingly
- Booked customers in for functions or children parties
- Arranged games for customers, cancelled games, postponed games and rescheduled games
- Organized referees and coaches
- Dealt with customer payments
- Organized forms, made photocopies and filed records.
Education
Animal care, HNC -
North East Scotland College
/2009 - /2010
Higher National Diploma - Animal Care
North East Scotland College
/2010 - /2011
Skills
- Fast Learner
- Adaptability
- Ability to Work Under Pressure
- Effective Time Management
- Knowledge of Microsoft Office ie Word, PowerPoint, excel
- Ability to Multitask
- Customer Service
- Ability to Work in a Team
- Interpersonal Skills
- Highly responsible and reliable
- English
- Hotel administration
- Hotel supervisory
- Customer-focused
- Knowledge of opera and ipos
- Hardworking
Timeline
F&B supervisor
The Aberdeen Dyce Hotel
09.2024 - Current
Hotel Supervisor
Travelodge
08.2023 - Current
Receptionist/Administrator
Ashgrove Motor Body Co ( Aberdeen ) Ltd
07.2014 - 08.2023
Receptionist
Goals Soccer Centre
07.2011 - 05.2015
Animal care, HNC -
North East Scotland College
/2009 - /2010
Higher National Diploma - Animal Care
North East Scotland College
/2010 - /2011
Similar Profiles
Hamza ChohanHamza Chohan
Waiter at Leonardo Inn Hotel Aberdeen AirportWaiter at Leonardo Inn Hotel Aberdeen Airport
Liam OrdLiam Ord
Food and Beverage Manager at Aberdeen Altens HotelFood and Beverage Manager at Aberdeen Altens Hotel
Casman AllerdyceCasman Allerdyce
Chef at Dyce CateringChef at Dyce Catering
Viorica KadarViorica Kadar
Office cleaner at OCS Group UKOffice cleaner at OCS Group UK
Peter DossettPeter Dossett
Research assistant intern at University of GlasgowResearch assistant intern at University of Glasgow