Inese Visocka
Edinburgh,United Kingdom
Summary
Dedicated professional with expertise in customer service excellence and team leadership, adept at conflict resolution and communication. Proficient in Mews and Opera Hotel Reservations Systems, ensuring seamless operations and guest satisfaction. Multilingual with a strong focus on problem solving, approachable personality, and safety compliance. Committed to enhancing operational efficiency through effective inventory control and fostering a collaborative work environment.
Overview
21
21
years of professional experience
6
6
years of post-secondary education
Work history
Sr.Hospitality Agent
Thistle Suites Royal Garden
Edinburgh
2022.08 - 2026.02
- Oversee front of house operations to ensure seamless guest experiences.
- Conduct regular inspections of property to ensure timely identification of maintenance issues and oversee necessary repairs.
- Utilise customer feedback platforms to systematically review and improve guest experiences while addressing any issues promptly.
- Inspect fire safety provisions, fire exits, and equipment to determine the safety and security of the facility, increasing preparedness for urgent situations.
- Train new staff on facility procedures, promoting teamwork, and consistent service delivery.
- Communicate important messages about maintenance, repair, and construction work.
- Manage apartment operations, overseeing the front desk, housekeeping, and maintenance departments to maintain high guest satisfaction.
- Manage inventory control for all hotel supplies, ensuring availability while minimising waste, and excess expenditure.
- Address and resolved guest complaints with empathy and efficiency, turning negative experiences into positive outcomes.
- Train staff in delivering first-class service for exceptional customer feedback.
- Onboarding new apartments.
- Organising culture nights.
- Creating staff rotas based on business demands.
Duty Manager
The Grassmarket Hotel
Edinburgh, Scotland
2016.01 - 2022.08
- Monitored employee performance to guarantee exceptional customer service and guest satisfaction.
- Oversaw daily operations, including opening and closing procedures, to ensure smooth running of the premises.
- Addressed customer complaints with empathy and efficiency, resolving issues to maintain high satisfaction levels.
- Led by example, demonstrating exceptional customer service and encouraging staff to deliver the same high standards.
- Coached and mentored junior staff, developing confidence and competence for improved service delivery.
- Used proactive problem-solving skills to resolve issues quickly and effectively, minimising operational disruption.
- Oversaw cash handling procedures, including banking and safe management, to ensure financial security.
- Managed team rotas effectively, guaranteeing optimal staffing levels during peak hours to maintain service quality.
- Monitored staff performance and developed improvement plans.
- Monitored inventory levels, placing orders for stock replenishment to prevent shortages and maintain product availability.
- Collaborated with the management team to develop strategic plans for sales improvement and cost reduction.
Receptionist-Front of House
The Grassmarket Hotel
Edinburgh, Scotland
2011.01 - 2014.01
- Welcomed guests and clients in friendly, positive manner.
- Effectively communicating with BOH staff for any hotel updates.
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
- Maintained clean and orderly reception area to impress and welcome visitors.
- Responded to enquiries from clients, vendors and members of public.
- Responded to email inquiries promptly, delivering clear and concise information to address queries.
- Supported guests with immediate, knowledgeable assistance for diverse needs.
- Facilitated smooth check-in and check-out for guests, maintaining high levels of customer satisfaction.
- Compiled daily reports on reception activities, highlighting key occurrences and visitor numbers for management review.
- Trained new reception staff, sharing best practices and company policies to maintain service standards.
- Organised culture nights.
Receptionist
Genting Maxims Casino
Edinburgh, Scotland
2009.01 - 2011.01
- Welcomed customers with a friendly and professional demeanour, ensuring a positive experience.
- Handled incoming telephone calls, taking accurate messages and relaying to personnel to support timely communication.
- Memorising regular clients for smooth check-in.
- Memorising clients who are not allowed on the premises for various reasons.
- Being the first point of contact for clients' questions and enquiries.
- Checking in clients and creating new guest profiles.
- Teamwork and support throughout the company and venues.
- Managed complaints with calm, clear communication and problem-solving.
- Enhanced working relationships by participating in team-building activities.
- Actively listened to customers to fully understand requests and address concerns.
Hospitality Assistant
Linton Recruitment
Edinburgh, Scotland
2008.01 - 2009.01
- Working in different 4 and 5 star hotels in Edinburgh, including the Balmoral Hotel, Sheraton Grand Hotel and Spa, and Glasshouse Hotel, as well as working as a catering assistant in Edinburgh Sheriff Court. Carrying out reception work, waitressing, banqueting, housekeeping, and any other required tasks. I have worked on different occasions, for example, graduation parties, and weddings.
Receptionist
Zemgale
2008.01 - 2009.01
- Welcoming and greeting customers, answering phone calls, dealing with a busy switchboard and enquiries, replying to emails, making reservations for groups and individuals, working on the till, dealing with complaints, and addressing customer needs. Day shift and night shift work.
Stores Assistant
Macrae Edinburgh Ltd.
Edinburgh, Scotland
2006.01 - 2008.01
- Working in a busy store, ordering and receiving goods, conducting daily and weekly stock takes, and using MS Word, Excel, and PowerPoint. Sending and receiving faxes, answering and making phone calls, attending meetings and training, and keeping the store clean and tidy. Many more tasks are required.
Barista, Waitress
Restaurant 'Chilly pizza'
Jelgava, Latvia
2005.01 - 2006.01
- Providing excellent customer service, taking orders, serving food and drinks, stock taking, answering phone calls, dealing with reservations and deliveries, organising parties, ensuring that the bar and other areas are kept clean and tidy, making drinks, attending regular meetings, opening and closing the restaurant.
Education
Make up Artistry - Fashion and photographic make up
Edinburgh College
2016.08 - 2018.06
University - Social Sciences
Latvian Agriculture University
Latvia 2004.09 - 2006.08
High School -
Jelgavas 1st High School
Latvia 2001.09 - 2004.06
Skills
- Customer Service Excellence
- Team Leadership
- Conflict Resolution
- Mews Hotel Reservations System
- Opera Hotel Reservations System
- Communication skills
- Problem solving
- Approachable personality
- Multilingual
- Inventory control
- Safety compliance
Accomplishments
- 2011-01-01, Promotion from Receptionist to Front of House manager
- 2010-01-01, Award for customer excellence as an employee of the year at Casino Ace Maxims Edinburgh
Languages
Latvian
Native language
English
Fluent
Russian
Fluent
Italian
Beginner
Latvian
Native
Training
- Lord&Berry MAKE UP Masterclass, 2016-01-01
- VTCT Level 3 in Fashion and photographic make up
- HNC Make up artistry
Affiliations
- Travelling, sports, socialising, health and beauty, time with family, mindset training and development
References
References available upon request.
Timeline
Sr.Hospitality Agent
Thistle Suites Royal Garden
2022.08 - 2026.02
Make up Artistry - Fashion and photographic make up
Edinburgh College
2016.08 - 2018.06
Duty Manager
The Grassmarket Hotel
2016.01 - 2022.08
Receptionist-Front of House
The Grassmarket Hotel
2011.01 - 2014.01
Receptionist
Genting Maxims Casino
2009.01 - 2011.01
Hospitality Assistant
Linton Recruitment
2008.01 - 2009.01
Receptionist
Zemgale
2008.01 - 2009.01
Stores Assistant
Macrae Edinburgh Ltd.
2006.01 - 2008.01
Barista, Waitress
Restaurant 'Chilly pizza'
2005.01 - 2006.01
University - Social Sciences
Latvian Agriculture University
2004.09 - 2006.08
High School -
Jelgavas 1st High School
2001.09 - 2004.06