Ivanciu Diana
Newcastle upon Tyne,Swallwel
Summary
Energetic hospitality professional versed in communicating with guests to support seamless hotel operations. Works with team members to facilitate special requests and daily task management. Excellent issue resolution and rapport-building skills. Talented [Job Title] with years of experience in high-end hospitality establishments. Plans meticulously to coordinate reservations, room preparations and guest stays with ease. Delivers professional, knowledgeable customer care and memorable experiences. High-energy Hotel Receptionist equipped to meet guest needs with exceptional reservations management. Answers guest questions to explain room rates, policies and requirements. Offers unparalleled patron support to drive satisfaction and loyalty.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work history
Hotel receptionist
Crowne Plaza
Newcastle upon Tyne
2022.08 - Current
- Coordinated housekeeping staff to prepare rooms for guest arrivals.
- Maintained clean, tidy reception areas, ensuring consistently positive first impressions.
- Managed guest bookings and enquiries accurately and efficiently for continued customer satisfaction.
- Greeted customers warmly, aiming to provide positive, smooth check-in experiences.
- Suggested restaurants tailored to guest preferences.
- Scheduled and made reservations for guests using hotel and management software.
- Processed and provided clear, accurate receipts for guest payments.
- Managed incoming calls effectively using switchboard systems.
- Planned schedules to support consistent service delivery and reception coverage.
- Handled customer payments and updated reservations with [Software].
- Instructed maintenance staff to service rooms with known issues.
- Created newsletters, brochures and social media posts to promote hotel services.
- Calculated billings and hotel charges and provided receipts.
- Answered and transferred calls to designated recipients.
- Recorded guest account activity to produce accurate bills upon departure.
- Directed customer calls and communicated messages to relevant team members.
- Assisted staff with administrative duties during peak schedules.
- Verified ID and payment preference of guests.
Customer advisor
Stanley Bet
Bacau, Bacau
2019.07 - 2019.12
- Built customer rapport by providing friendly, genuine service, increasing customer retention by [Number]%.
- Advised clients of products and services and sold additional offerings to increase sales numbers.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
- Updated customers on special offers and promotions for increased revenue.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Participated in regular training to maintain up-to-date knowledge on company products and policies.
- Recorded and processed customer data accurately.
- Assisted customers with additional retail services, including alterations, special orders and item loans.
Sales assistant
Telekom Bussiness
Bacau, Romania
2018.06 - 2019.05
- Consistently delivered revenue and performance KPI targets through outstanding retail service and sales abilities.
- Engaged customers to enhance in-store experience and provide outstanding customer service.
- Promoted customer loyalty scheme at checkout.
- Enhanced visual merchandising by maintaining replenishment and presenting items according to style guides.
- Cultivated loyal, profitable customer relationships, asking open-ended questions to assess and cater to individual needs.
- Used product knowledge, sales abilities and customer relations skills to drive substantial profit increases.
- Demonstrated product usage and features to customers.
- Increased seasonal event sales through targeted selling in line with current marketing initiatives and promotions.
- Followed company procedures and guidelines for smooth retail operations.
- Boosted product sales by offering selection guidance to customers.
- Maintained knowledge of products and features to provide recommendations to customers.
- Completed purchases with cash, credit and debit payment methods, providing customer receipts for reference.
Education
Certificate of Higher Education - Food Tehnician
Colegiul Grigore Antipa
Romania Bacau 2014.06 - 2018.05
NVQ Level 3 - Business Management and administration
Results
2023.01 - 2023.06
Skills
- Keen problem solver
- Sage adept
- Methodical multitasking
- Professionally presented
- Guest services
- Exemplary customer service
- Payment processing
- Hospitality services
- Administrative skills
- Reservations systems
- Service management
- Team building
- Marketing
Timeline
NVQ Level 3 - Business Management and administration
Results
2023.01 - 2023.06
Hotel receptionist
Crowne Plaza
2022.08 - Current
Customer advisor
Stanley Bet
2019.07 - 2019.12
Sales assistant
Telekom Bussiness
2018.06 - 2019.05
Certificate of Higher Education - Food Tehnician
Colegiul Grigore Antipa
2014.06 - 2018.05