Meriam Maarfia
London,United Kingdom
Summary
A dedicated Customer Service Professional with extensive experience in hospitality, airlines, and cruise lines, delivering exceptional experiences to a diverse range of clients. Known for resolving issues efficiently and turning challenges into positive outcomes, I thrive in fast-paced environments where organisation, clear communication, and attention to detail are key. I take pride in anticipating customer needs, managing bookings and requests seamlessly, and ensuring every interaction leaves clients feeling supported and valued.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Desk & Guest Services Associate
Best Western Premier
London
11.2021 - Current
- Applied positive customer service approach to increase satisfaction levels.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Negotiated with customers diplomatically to reach mutually agreeable solutions.
- Tracked all unresolved complaints, ensuring they were addressed at the earliest convenience.
Travel Sales & Customer Experience Specialist
Princess Cruises
London
01.2024 - 02.2025
- Designed bespoke holiday packages for creating unforgettable experiences.
- Managed a high volume of calls calmly under pressure.
- Resolved complaints promptly, ensuring customer satisfaction.
- Delivered excellent customer service consistently to build loyal clientele.
- Advised customers on visa processes to facilitate their international travels.
Guest Services Coordinator
Atrium Hotel
London
12.2018 - 12.2021
- Addressed customer complaints, resulting in increased customer satisfaction.
- Assisted in planning events at the hotel ensuring they ran smoothly.
- Handled emergency situations calmly ensuring safety and security of guests.
- Facilitated smooth travel arrangements, enhancing customer experience.
Political Analyst
InvestIn
London
02.2020 - 08.2020
- Devised efficient systems to organise and archive important documents and materials related to political affairs.
- Presented data-driven conclusions for strategic decision making in politics.
- Analysed complex political situations for effective policy recommendations.
Hospitality & Customer Experience Concierge
British Airways
London
12.2016 - 09.2018
- Handled complaints professionally, resolving issues promptly.
- Maintained up-to-date knowledge of local attractions for better recommendations.
- Developed strong relationships with customers fostering brand loyalty and repeat business.
- Trained new hires for improved productivity and efficiency on the job floor.
Education
Masters - Global Governance & Diplomacy
St Mary's University
Twickenham, LondonBachelors - International Relations & Politics
St Mary's University
Twickenham, LondonSkills
- Luxury travel arrangements
- Customer relations
- Problem-solving
- Team building
- Negotiation
Certification
- FREC 4 – Medical / First Response Emergency Care
- Children, Young People and Families Management - Level 5
Languages
- English
- Arabic
- French
- Spanish
- Portuguese
Additional Information
- Full UK License
- Full Clean DBS Certificate
- British National
Timeline
Travel Sales & Customer Experience Specialist
Princess Cruises
01.2024 - 02.2025
Front Desk & Guest Services Associate
Best Western Premier
11.2021 - Current
Political Analyst
InvestIn
02.2020 - 08.2020
Guest Services Coordinator
Atrium Hotel
12.2018 - 12.2021
Hospitality & Customer Experience Concierge
British Airways
12.2016 - 09.2018
Masters - Global Governance & Diplomacy
St Mary's University
Bachelors - International Relations & Politics
St Mary's University