Tania Cruz-Engelbrecht

• Managed room bookings, resulting in smooth check-in and check-out processes.
• Supported guests throughout their stay, fostering memorable experiences.
• Enhanced customer satisfaction by addressing and resolving complaints promptly.
• Coordinated with housekeeping to ensure rooms were ready for new arrivals.
• Managed reservation enquiries, ensuring potential guests received accurate and timely information.
• Attended to special requests from guests, ensuring their needs were met satisfactorily.
• Boosted guest loyalty with excellent service delivery.
• Trained new staff to maintain high service standards, enhancing overall team performance.
• Provided leadership and guidance to front office team members, fostering a cooperative work environment.
• Conducted regular performance reviews, promoting continuous improvement amongst staff members.
• Delivered new hire training and mentored established staff on processes and procedures.

• Manage and support Reception team in the daily run of Reception
• Managed bookings to ensure smooth check-in, enhancing overall guest experience and minimising overbooking risks.
• Manage corporate guests enquiries, invoicing and AR accounts
• Ensured customer satisfaction with prompt problem resolution.
• Organise with Sales manager, "show -rounds" for prospective clients looking to book apartments
• Updated and contacted guest waiting list to optimise sales opportunities.
• Rota and preparation of payroll
• Responded to emergencies and incidents as needed

• Perform accurate check ins and check outs
• Welcomed guests with friendly, professional service to enhance their experience
• Listen Attentively to Guests' requests and concerns
• Ensure Corporate and Leisure guests' needs are met
• Make reservations over the phone, in person, from websites
• Create guests profiles to ensure guest recognition for returning guests
• Answer the phone in a professional manner
• Drawing on my experience from Celebrity Cruises, I wrote and implemented customer service / guest services guideline that were accepted by my manager

• Handled customer enquiries regarding services and amenities
• Performed guest check-ins and check-outs at front desk
• Rooming Guests
• Covering Reservations Supervisor holidays

Thrived in fast-paced international environment, upholding high customer service standards.

• Provided comprehensive services at Guest Relations Desk, resolving issues such as lost luggage and stateroom changes.
• Addressed guest concerns with empathy and professionalism, ensuring a positive experience.
• Take ownership of guest concerns from start to finish by following up with different departments and ensuring complaints resolved to the guest's satisfaction
• Maintain knowledge of all the ship's events, functions, services and ports of call in order to provide guests with accurate information and handle special requests

Award winning travel agency and tour Operator in Portugal with different departments.

• Collaborated in department specialising in creating incentive travel for corporate clients (groups of 20 to 100)
• Plan tailor-made worldwide itineraries according to client expectations and budget
• Budgeted all services involved (flights, trains, transfers, private check-ins, meeting rooms, restaurants, tours, farewell gifts)
• Presented customised travel programmes to clients
• Established relationships and booked suppliers for seamless travel arrangements.