Chelsea Marange
Warszawa
Summary
Driven by a passion for enhancing client satisfaction and operational efficiency and I spearheaded initiatives at Plaza Resort Hotel, that resulted in a 20% improvement in guest satisfaction. My leadership in people management, strategic planning and office management coupled with expertise in administrative tasks and project management, has consistently elevated team performance and service excellence across roles.
Overview
6
6
years of professional experience
Work History
GUEST SERVICES ASSISTANT MANAGER
PLAZA RESORT HOTEL
04.2024 - 09.2024
- Retained a 20% improvement in guest satisfaction scores, as measured by online reviews, by implementing a guest feedback system and staff training.
- Resolved 95% of guest complaints within 24 hours, as measured by internal tracking, by developing a streamlined escalation process and empowering front-line staff.
- Reduced check-in times by 30%, as measured by guest feedback surveys, by optimizing front desk workflows and training staff on faster software navigation.
- Increased staff productivity by 15%, as measured by guest throughput and positive feedback, by designing and implementing a comprehensive training program for front desk employees.
- Improved booking accuracy by 25%, as measured by the reduction of reservation errors, by introducing a double-check process and training staff on Opera and Amadeus systems.
- Increased revenue per guest by 12%, as measured by monthly financial reports, by implementing upselling techniques and optimizing room pricing strategies.
ASSISTANT HOUSEKEEPING MANAGER
AMBASSADOR HOTEL
02.2021 - 08.2022
- Accomplished efficient housekeeping operations, as measured by a 20% improvement in cleaning time per room, by optimizing staff schedules and task allocation.
- Supervised a team of 15 housekeepers, as measured by a 10% increase in staff retention, by implementing regular feedback sessions and professional development opportunities.
- Ensured a 98% guest satisfaction rate, as measured by cleanliness reviews, by implementing a rigorous quality control checklist and performing regular inspections.
- Saved 10% on supply costs annually, as measured by vendor contracts, by negotiating better terms with suppliers and consolidating orders for bulk discounts.
- Maintained 100% compliance with health and safety regulations, as measured by zero violations in annual inspections, by training staff on proper sanitation and safety protocol.
- Generated weekly performance reports, as measured by management review, by compiling data on staff productivity, room turnover, and guest satisfaction using MS Excel.
OFFICE COORDINATOR
JOEL TRAVEL & TOURS
01.2019 - 02.2020
- Accomplished efficient office operations, as measured by a 15% reduction in supply costs, by implementing an inventory management system and optimizing supply orders.
- Experience handling visitor interactions, managing office reception, and coordinating incoming and outgoing correspondence.
- Timely processing of supplier payments, as measured by a 100% on-time invoice processing rate, by maintaining strong communication with vendors and managing contracts.
- Successful event logistics, as measured by an increase in attendee satisfaction to 90%, by coordinating company events, managing schedules, and overseeing logistics.
- Improved office maintenance efficiency, as measured by a 20% reduction in downtime for facility repairs, by coordinating maintenance schedules and managing office upgrades.
- Improved document management, as measured by a 25% increase in team productivity, by utilizing advanced Microsoft Office skills to streamline communication and track data.
Education
MASTERS - INTERNATIONAL TOURISM
AKADEMIA NAUK STOSOWANYC WINCETEGO
POLA W LUBLINIE
LUBLIN11.2024
BACHELOR OF TOURISM AND HOSPITALITY MANAGEMENT HONOURS DEGREE -
UNIVERSITY OF ZIMBABWE
Harare, Zimbabwe 12.2021
Skills
- People management
- Administrative skills
- Client satisfaction
- Excellent interpersonal and communication
- Highly organized and detail oriented
- Strategic decision making and planning
Timeline
GUEST SERVICES ASSISTANT MANAGER
PLAZA RESORT HOTEL
04.2024 - 09.2024
ASSISTANT HOUSEKEEPING MANAGER
AMBASSADOR HOTEL
02.2021 - 08.2022
OFFICE COORDINATOR
JOEL TRAVEL & TOURS
01.2019 - 02.2020
MASTERS - INTERNATIONAL TOURISM
AKADEMIA NAUK STOSOWANYC WINCETEGO
POLA W LUBLINIE
BACHELOR OF TOURISM AND HOSPITALITY MANAGEMENT HONOURS DEGREE -
UNIVERSITY OF ZIMBABWE