Nina Moraru
Chisinau
Summary
At Hotel Iris 4****, I spearheaded operations, enhancing guest satisfaction and operational efficiency through strategic vendor negotiations and marketing initiatives. My leadership in guest relations and team mentoring, coupled with expertise in property management systems, significantly contributed to our success. I excel in interpersonal communications and driving revenue growth, embodying a proactive and results-oriented approach.
Overview
5
5
years of professional experience
Work History
Hotel Manager
Hotel Iris 4****
Chisinau
09.2019 - Current
- Negotiated contracts with vendors and suppliers, securing cost-effective services and products.
- Implemented and monitored marketing and promotional strategies to increase occupancy rates.
- Responded to and resolved guest issues or complaints.
- Delegated work to staff, setting priorities and goals.
- Oversaw daily housekeeping operations to ensure cleanliness of guest rooms and public areas.
- Spearheaded daily operations, ensuring optimal guest satisfaction and operational efficiency.
- Fostered relationships with local businesses and organizations to drive additional revenue streams.
- Handled guest complaints professionally and efficiently.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Ensured that guests received prompt, courteous attention throughout their stay.
- Input and confirmed reservations for guests.
- Monitored customer feedback surveys and took appropriate action based on results.
- Monitored inventory levels of supplies such as linen, amenities to ensure adequate availability of items at all times.
- Managed budgeting and financial planning, including cost control measures to maximize profitability.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Conducted regular inspections of the property's interior and exterior areas to identify any maintenance issues requiring immediate attention.
- Coached staff on strategies to enhance performance and improve customer relations.
- Assisted guests at check-in, providing information on various services within hotel.
- Mentored new employees, demonstrating best methods for servicing clients and guests.
- Monitored the performance of front desk, housekeeping, and maintenance staff, providing regular feedback.
- Handled guest complaints and offered complimentary services for hardship cases.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Created a positive work environment for staff by providing guidance, support, recognition and motivation.
- Made recommendations for salary and wage increases based on performance reviews.
- Maintained high standards of quality control, hygiene, health and safety.
- Assigned duties and monitored performance of all employees in the hotel.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Analyzed customer feedback to identify areas for improvement in services offered.
- Resolved conflicts between staff members or guests when necessary.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
Education
Modern Languages
Transilvania University
Brasov, Romania10-2018
Tourism and Hospitality Management
A.E.S.M. National College of Trade
Chisinau, Republic Of Moldova07-2017
Prometeu-Prim Lyceum
Chisinau07-2013
Law
Moldova State University
ChisinauSkills
- Vendor interaction
- Marketing
- Interpersonal communications
- Hospitality
- Guest relations management
- Outstanding communication skills
- Property management systems
- Training and mentoring
- Telephone etiquette
- Quality assurance
- Marketing expertise
- Disciplinary action and termination
- Guest complaint resolution
- Account administration
- Project oversight
- Sales
- Employee performance reviews
- Community relations
- Staff training and development
- Cash handling
- Regulatory compliance
- Talented leader
Languages
Romanian
First Language
English
Proficient (C2)
C2
Russian
Proficient (C2)
C2
French
Upper Intermediate (B2)
B2
German
Elementary (A2)
A2
Spanish
Elementary (A2)
A2
Turkish
Beginner (A1)
A1
References
References available upon request.
Timeline
Hotel Manager
Hotel Iris 4****
09.2019 - Current
Modern Languages
Transilvania University
Tourism and Hospitality Management
A.E.S.M. National College of Trade
Prometeu-Prim Lyceum
Law
Moldova State University