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
East Tamaki, AUK
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
Brisbane, Australia
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, NZ12-2012
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