Mirela Ghioc
Management
London,Uk
Summary
- Leader prioritising exceptional customer service and staff management. Strategic coordinator committed to enhancing guest experiences. Flexible professional confident navigating challenges in busy environments.
- Accomplished experienced in improving business performance and reputation. Skilled in hospitality leadership, strategy and marketing to elevate hotel and restaurant potential. Mentors and motivates high-performing staff to achieve first-class customer experiences.
- Organised and dependable of the job with twenty four years of experience. Successful at managing multiple priorities with positive attitude. Willing to take on greater responsibilities to meet team goals.
- Committed manager with exceptional leadership, organisational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work history
Receptionist manager
Gordon Ramsay Restaurants
London, United Kingdom
10.2022 - 01.2024
- Greeting guests daily and ensure they receive a warm and friendly welcome.
- Managing reservations and ensuring that the bookings team is processing all enquiries accurately.
- Keeping records of guests who visit the restaurant
- Assisting guests with answers to queries, and proffering solutions to issues within your capacity.
- Recruiting, training and developing staff to provide the department with an appropriately skilled and motivated workforce.
- Appraisals and performance management of staff, including monthly meetings.
- Managing the reception rotas, checking future planned absences, planning cover, and ensuring overtime is provided when necessary.
- Leading, monitoring, motivating, and inspiring the team; providing guidance and support.
- Ensuring that the team function to the professional and consistent standards expected so as to provide a high level of customer focus to meet the business needs.
- Ensuring that the team are correctly attired and project a professional image at all times.
- Producing daily / weekly reports with all the Functions, events and VIP guests.
- Review the uniform requirements and source new suppliers if needed
- Constant review and improvement of the welcome services.
Senior receptionist
The Ivy Chelsea Garden
London, United Kingdom
01.2022 - 10.2022
- Coordinate the activities of the reception team.
- Trained new team in Open Table system and customer service standards.
- Built rapport with customers to boost brand reputation and encourage repeat business.
- Maximised covers by optimising all the reservations and smoothly accommodating walk-ins.
- Welcome 900+ guests to high-end restaurant each day with warmth and charisma.
- Handled VIP bookings and special requests to leverage upselling opportunities.
- Responded to high volumes of calls and emails with calm and professionalism.
- Kept reception area clean and neat to give visitors a positive impression of the company.
- Answered and helped resolve enquiries from clients, vendors and general public.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Managed bookings using Open Table to schedule, cancel and re-arrange bookings.
- Delivered front of house duties with warm and professional manner.
- Provide support, mostly administrative to other members of staff according to the directives of the manager.
Supervisor
Paul UK
London, United Kingdom
04.2019 - 09.2020
- Training staff members to use equipment and teaching their employees procedures to help customers.
- Leading and managing the operations of a coffee shop, including stocking and serving coffee, providing on-premises customer service, and maintaining a safe and healthy environment.
- Working with other team members to develop business plans and strategies.
- Receiving delivered café supplies and verifying that the correct items and quantities have been delivered.
- Responsible for cash handling, safe verification and daily deposits.
- Trained and supervise team members, building and maintaining strong sales teams to maximise results.
- Designed attractive window and floor merchandise displays to increase daily footfall.
- Handled store opening and closing procedures with exceptional attention to detail for optimal safety.
Senior receptionist
Harry's Dolce Vita
London, United Kingdom
11.2017 - 08.2018
- Greetings 500+ guest daily in the restaurant and ensure they received a warm and friendly welcome.
- Providing accurate wait times and monitoring waiting lists.
- Managing reservations
- Escorting guest to assigned dining or bar areas
- Providing menus and announcing waiter/waitress's name.
- Manage the front desk by receiving incoming calls, greeting and attending to customers.
- Keep records of guests who visit the restaurant.
- Assist customers with answers to queries, and proffer solutions to issues within your capacity
- Collaborate with other restaurant staff and the management to ensure that customer complaints are properly attended to in a timely manner.
- Check restaurant’s emails and respond to them accordingly; draw the attention of management to certain mails when necessary.
- Complete and send the overview daily for the next day.
Senior receptionist
Hotel Drachenhaus
Brasov , Romania
10.2016 - 09.2017
- Welcoming guests and checking their details against their bookings
- Allocating guests their rooms and providing keys
- Answering phones from prospective customers and guests, taking messages and delivering them
- Completing administrative tasks such as filing and photocopying
- Responding to requests for help and information
- Providing concierge services, such as booking theatre tickets. arranging travel and providing information about local amenities and attractions
- Preparing room bills and ensuring prompt payments
- Checking guests out, taking payments and returning deposits.
- Coordinate the activities of the reception team.
- Ensure that the entry desk premises are kept tidy and clean at all times. Ensure the maintenance of the front office, entrance foyer, staff area, and board room
- Responsible for checking the state of stationery and equipment in the reception area and if found to be malfunctioning, the maintenance personnel should be informed to fix it.
- Provide support, mostly administrative to other members of staff according to the directives of the manager.
- Ensure compliance with all company policies, procedures, and guidelines.
General manager
S.C OLIN FOODS S.R.L
Brasov, Romania
10.2015 - 09.2016
- Manage and oversee the entire restaurant operation
- Deliver superior guest services
- Ensuring guest satisfaction
- Plan and develop guest loyalty programs
- Plan new and update existing menus
- Plan and develop the overall restaurant marketing strategy
- Respond efficiently to customer questions and complaints
- Organize and supervise shifts
- Manage and lead staff
- Hire new employees
- Training and evaluate staff performance
- Estimate consumption, forecast requirements and maintain inventory
- Manage restaurant supplies
- Control costs and minimize waste
- Nurture a positive working environment
- Monitor operations and initiate corrective actions
- Implement innovative strategies to improve productivity and sales
Lobby Coordinator /Hostesses
S.C Adrian Restaurante S.R.L
Brasov, Romania
05.2008 - 10.2015
- Greeting and acknowledging all visitors, anticipating and addressing their needs, assisting guests in all hospitality, including guest services requests.
- Promoting teamwork and service quality through daily interactions and cooperation with other depts, and developing and maintaining strong working relationships.
- Provides information about the product and campaigns.
- Co-ordination the VIP Functions and events.
- Create the marketing calendar and database for the company.
Education
A-Levels -
COLEGIUL TEHNIC TRANSILVANIA
Brasov 09.1993 - 06.1997
Skills
- Customer relations
- Leadership
- Open Table, Opera reservations system
- Reception team rotas
- Conferences and special events
- Team product training
- Warmly greeting guests
- Group reservations management
- Mise-en-place
- Reservation coordination
- Food station setup
- Restaurant etiquette
- Customer service
- Takeaway order preparation
- Restaurant booking management
- Food allergy awareness
- Cash register closing procedures
Languages
English
Advanced
Italian
Fluent
Romanian
Native
Timeline
Receptionist manager
Gordon Ramsay Restaurants
10.2022 - 01.2024
Senior receptionist
The Ivy Chelsea Garden
01.2022 - 10.2022
Supervisor
Paul UK
04.2019 - 09.2020
Senior receptionist
Harry's Dolce Vita
11.2017 - 08.2018
Senior receptionist
Hotel Drachenhaus
10.2016 - 09.2017
General manager
S.C OLIN FOODS S.R.L
10.2015 - 09.2016
Lobby Coordinator /Hostesses
S.C Adrian Restaurante S.R.L
05.2008 - 10.2015
A-Levels -
COLEGIUL TEHNIC TRANSILVANIA
09.1993 - 06.1997
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