Ana Manessiez

I am a dedicated individual who strives to maintain high standards in everything I do. I am versatile, so I can easily work within a team but I also have self-discipline to work alone. Courteous and polite, with a passion to provide high standards of guest services. Accomplished at handling and managing all front-office guest operations - check in/out, reservations and accounts. Very well organized, detail and deadline-oriented, dedicated and highly motivated. Good interpersonal skills and adaptable, enjoying taking new tasks. I am a computer literate, with extensive knowledge of Microsoft Office, SAP, CRM, hotel PMS such as, Opera, Fidelio, Protel, Host, HotelRez, Accor Tars - reservations system, OnQ Hilton. Experiência Profissional: Guest Service ManagerSep 2015 - CurrentHampton By Hilton OxfordHilton WorldwideResponsible for all front of house staff (day & nights). Take control and responsibility for the smooth and efficient operation of the operational departments (reception/reservations/F&B/Hsk), ensuring facilities are maintained to the standards required and the departmental budgeted profitability is achieved. Handle enquiries and bookings and take the appropriate follow up. Responsible for individual reservations. Train staff on front desk. Responsible for weekly rotas and payroll timesheets. F&B stock control. Handle invoice requests. Verify and record daily/monthly sales and cash on OnQ PMS software. Governing all hotel floats (bar, reception 1 & 2), main safe and petty cash.Front Office SupervisorJan 2014 - Aug 2015Mercure Eastgate Hotel - OxfordAccor HotelsContribute to guests permanent satisfaction by providing high quality services throughout their stay; Helps meet the department's quantitative and qualitative targets; Accounts cash daily banking; Staff training; Conveys the hotel image; Informs guests about the formalities, any special conditions relating to their stay and the services available; Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the front desk team; Promotes the brand and/or Group loyalty program, adapting the sales pitch to suit the guest's needs; Respects the procedures governing invoicing and cash operations; Knows and applies the hotel's security regulations (in case of fire etc);Ensures the safety of people and property.Front Office Team MemberAug 2013 - Dec 2013Mercure Eastgate Hotel - OxfordAccor HotelsWelcome guests as soon as they arrive with due care and attention; Helps encourage customer loyalty by developing friendly and personalized relationships; Handles any guest complaints and/or remarks, providing a response as soon as possible; Carries out all operations concerning guest arrival and departure in compliance with internal procedures; Handle phone calls and reservations; Ensures that all guest documentation is up-to-date and available.Front Office Team MemberMandatory InternshipPestana Hotels & Resorts - Luxury Historic Pousada, TaviraWelcome guests as soon as they arrive with due care and attention; Preparation of all departures and arrivals on a daily basis; Billings; Reservations; Complaint handling; giving several information about Tavira.Corporate Customer Care Assistant - Back OfficeDec 2002 - Apr 2012PT - Portugal Telecom, LisbonEnsure the process of filling orders, including activation and deactivation of services marketed by the company, operational management of customer information in their database. Educação e Formação: Degree in Tourism - Hotel ManagementUniversidade Lusófona de Humanidades e TecnologiasLisbon, 2012CERTIFICATIONSSignature Worldwide Training Programme - Transient Edge Selling & Upselling, 2014Imperative Training - TQUK Level 2 Award in Emergency First Aid at Work (QFC), 2014