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An International Marketing graduate with excellent communication and administrative skills and impeccable customer focused experience gained over a period of 6 years, through various roles within a range of sectors in luxury 5* hospitality, retail and property. A key asset is my passion for customer satisfaction, travel and the propensity and strong will to learn and adapt quickly, with a proactive approach and the flexibility to drive strategic business initiatives through to successful completion. Evidence of my ability to achieve results and exceptional customer satisfaction can be demonstrated through my high achievements in previous employment including: slashing call response times for all departments at the Langham and achieving the ‘Mystery Guest Department of the Year Award’ and the highest scoring of 98 per cent for exceptional customer satisfaction at the Metropolitan by Como London. I am now looking for a new and challenging opportunity, one which will provide me a platform onto which my creativity will thrive, enabling me to consolidate and further develop valuable skills, knowledge and experience and to add value to any organisation.
I worked at Marriott Park Lane as a Night Front of House Associate. My role involved being the first point of contact for both external and internal calls, attending to and following through with all guests' request. I represented Marriott Park Lane as a brand ambassador and maintained Marriott brand standards by providing 5 star quality service to both in-house and prospect guests.
• Managed internal and external communications, handling third party inquiries i.e. travel agents, central reservations and complaint handling using the Opera Micros System. • Co-ordinated tasks and supervised 4 junior staff members, ensuring that department guidelines were followed for the smooth running of daily operations, delivered full department cross-development and on-boarding of new staff members to encourage staff multi-functional performance and service perfection. • Gathered competitive and marketplace intelligence, present monthly analysis to the department head. • Identified opportunities within The Langham and initiated strategies for implementation – slashed call response times for each department through the introduction of the Langham Touch communication system. • Supported and worked collaboratively with various departments and key counterparts on a variety of tasks e.g. confirming bookings for Public Relations and Marketing events, setting up of conference materials for corporate internal/external client meetings and updating the company contacts database in order to improve customer relations and business efficiency.
BA (Hons) International Marketing • Modules: Marketing Communications, Direct and Digital Age Marketing, Product Marketing, Brand Development, Marketing Research, International Marketing and Planning, Strategic Perspectives, Organisational Behaviour, Consumer Attitudes and PR and Sales Promotions. i.e. Managing communication tools, producing marketing collateral, developing, planning, analysing and execution of marketing campaigns. Market research and competitor analysis, Consumer relationship management - data collection and email marketing.