NATALIE WILCHES
London
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Office Manager
Hexxcell Ltd
07.2024 - Current
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Defined clear targets and objectives and communicated to other team members.
- Launched quality assurance practices for each phase of development
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Reservation Agent
Marriott
07.2021 - 06.2024
- Take responsibility for resolving any requests and queries our guests might have to their maximum satisfaction
- Promote the hotel
- Complete all Front Office administration tasks with accuracy and on time
- Process reservations/payments (knowledge of OPERA property management system)
- Liaise with all departments and communicate effectively with other teams and assist when necessary
- Developed and maintained positive relationships with guests for satisfaction.
- Prepared reports on guest satisfaction levels and other metrics.
RESTAURANT RECEPTION
HIDE RESTAURANT
02.2021 - 06.2021
- Greeting guests as they enter
- Cloakroom
- Allocate the reservation on the system
- Confirm by call and e-mail the reservation for the next days
- Print reports and menus
- Keep records of guests who visit the restaurant
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Answered customer questions about hours, seating, and menu information.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
HOSTESS
BARCHESTER BUSHEY HOUSE
09.2020 - 12.2020
- Provide menu, take orders from residents, and support all dietary and allergen enquiries
- Understand and anticipate resident's needs
- Offer a great customer service by always put the resident first
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Answered customer questions about hours, seating, and menu information.
- Assisted customers with delivering orders, carrying additional trays and helping dish out items.
- Advised customers about special offerings and menu items to help drive sales.
HOSTESS
INTERCONTINENTAL LONDON PARK LANE
09.2019 - 08.2020
- Allocate the reservation on the system
- Confirm by call and e-mail the reservations
- Greeting guests and seating them at the table
- Providing guests with menus and answering any initial questions
HOSTESS
FOUR SEASON HOTEL MILAN
11.2018 - 08.2019
- Greeting guests as they enter
- Allocate the reservation on the system
- Confirm by call and e-mail the reservation for the next days
MULTILINGUAL CUSTOMER SERVICE
GUESS
01.2016 - 09.2018
- Dealing with telephone calls and responding efficiently to enquiries
- Proactively following up enquiries with a view to converting these into applications
- Conducting account transactions for new and existing customer
RECEPTIONIST
GEICO
11.2015 - 12.2016
- Take and direct calls, complete administrative task
- Keep and order basic office supplies
- Provide customer support
- Schedule appointment and meeting times
EVENT ASSISTANT FRENCH PAVILION
EXPO MILAN 2015
05.2015 - 10.2015
- Tourists and delegation reception
- Organisation of the Pavilion events
- Support to administrative office and press office
Education
BBA - Business And Marketing
Anglia Ruskin University
London, United Kingdom07-2025
BBA - Mediation And Translation
IULM University
Milan, Italy04-2022
Skills
- Bookkeeping
- Training and coaching
- Workflow planning
- Event coordination
- Office management
- Policy implementation
- Customer service
- Budget administration
- Staff training
- Strategic planning
- Performance improvement
- Documentation and control
- Organizational skills
- Human resources
- Copywriting
- Direct mail campaigns
- Client engagement
Certification
- Certified Information Systems Auditor (CISA) - Information Systems Audit and Control Association.
- ISO 9001, 2015 Lead Auditor Certification - Exemplar Global.
Languages
Italian
Proficient
C2
Spanish
Proficient
C2
English
Advanced
C1
French
Intermediate
B1
Timeline
Office Manager
Hexxcell Ltd
07.2024 - Current
Reservation Agent
Marriott
07.2021 - 06.2024
RESTAURANT RECEPTION
HIDE RESTAURANT
02.2021 - 06.2021
HOSTESS
BARCHESTER BUSHEY HOUSE
09.2020 - 12.2020
HOSTESS
INTERCONTINENTAL LONDON PARK LANE
09.2019 - 08.2020
HOSTESS
FOUR SEASON HOTEL MILAN
11.2018 - 08.2019
MULTILINGUAL CUSTOMER SERVICE
GUESS
01.2016 - 09.2018
RECEPTIONIST
GEICO
11.2015 - 12.2016
EVENT ASSISTANT FRENCH PAVILION
EXPO MILAN 2015
05.2015 - 10.2015
BBA - Business And Marketing
Anglia Ruskin University
BBA - Mediation And Translation
IULM University
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