Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gloria Iakopo

Papatoetoe

Summary

I am experienced with hotel operations and guest services management, delivering premium guest experiences and efficient processes. Utilizes strong leadership and team-building abilities to maintain top-tier service standards. Track record of resolving issues promptly and ensuring guest satisfaction.

Overview

11
11
years of professional experience

Work History

Hotel Duty Manager

Quest Highbrook
09.2014 - Current


  • Handled emergency situations calmly and professionally, prioritizing guest safety at all times.
  • Guaranteed timely check-ins and check-outs by implementing efficient front desk processes and procedures.
  • Maintained high standards of cleanliness throughout the property, conducting regular inspections to ensure compliance with health and safety regulations.
  • Ensured proper cash handling procedures were followed by front desk personnel, reducing discrepancies in end-of-day reports significantly over time.
  • Developed strong relationships with corporate clients to secure repeat bookings for business events.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.

Hotel Receptionist Team Leader

Quest on Thomas Street
01.2018 - 02.2023
  • Maintained a professional appearance of the front desk area by keeping it clean, organized, and well-stocked with necessary supplies.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Provided exceptional customer service for a memorable stay, addressing guest inquiries and resolving issues promptly.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Collaborated with housekeeping staff to ensure timely room availability and cleanliness for incoming guests.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.

Education

High School Diploma -

International Travel College
Botany Downs, NZ
12-2012

Skills

  • Staff training and development
  • Health and safety compliance
  • Property maintenance
  • Complaint handling
  • Reservation management
  • Cash handling
  • Training and mentoring
  • Staff training

Timeline

Hotel Receptionist Team Leader

Quest on Thomas Street
01.2018 - 02.2023

Hotel Duty Manager

Quest Highbrook
09.2014 - Current

High School Diploma -

International Travel College

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Gloria Iakopo