Alina MARINESCU
Bucuresti
Summary
Experienced Concierge focused on delivering outstanding guest experiences through attentive service and prompt issue resolution. Leads guest service initiatives, fostering a culture of hospitality while developing team capabilities. Implements operational improvements based on feedback, ensuring every guest feels valued and informed.
Overview
2
2
Languages
16
16
years of professional experience
Work History
Concierge
Disney Cruise Line
06.2018 - 02.2024
- Achieved excellent guest satisfaction by delivering exceptional and attentive service.
- Handled guest requests and queries with utmost professionalism, resolving issues promptly to maintain positive guest experiences.
- Welcomed guests warmly when entering the ship, registering arrival on booking systems.
- Greeted guests upon arrival, offering immediate assistance and comprehensive information on facilities and services.
- Prepared daily activity reports, highlighting concierge interactions, guest feedback, and operational challenges for management review.
- Stayed up-to-date on events and services to provide guests with relevant, local knowledge.
- Managed booking inquiries and reservations via telephone, email, and in-person interactions, maintaining high service standards.
- Organised transport arrangements including taxi bookings, limousine hires, and shuttle services, ensuring timely and efficient travel for guests.
- Facilitated communication between hotel departments to address guest needs, coordinating housekeeping, maintenance, and room service effectively.
- Arranged housekeeping and maintenance services for guests.
- Maintained detailed knowledge of local events and activities, advising guests on must-see destinations and hidden gems.
- Managed lost and found operations, ensuring items were catalogued and returned to owners swiftly and securely.
- Reviewed guest feedback and implemented necessary changes to enhance experiences.
- Adapted quickly to changing guest needs and unforeseen circumstances, maintaining composure and professionalism in high-pressure situations.
- Provided personalised recommendations for dining, entertainment, and local attractions, tailored to guest preferences and requirements.
- Issued documentation outlining charges and received payments.
- Compiled guest feedback and suggestions, contributing to service improvements and enhancements in guest satisfaction.
- Cultivated an atmosphere of warmth and luxury, making every guest feel valued and ensuring their stay is memorable and exceptional.
- Organised restaurant bookings, excursions and taxis for guests.
- Oversaw inventory of concierge desk supplies, placing orders and replenishing stock to ensure smooth daily operations.
- Prepared for guest arrival, directing housekeeping to ready rooms and add special welcoming touches.
- Took payments using card readers and POS machines.
Guest Services Manager
Disney Cruise Line
05.2013 - 04.2018
- Managed front desk operations, providing exceptional customer service to guests upon arrival and during their stay.
- Led by example, demonstrating a commitment to excellence in guest service and setting a high standard for the team.
- Responded to guest requests and complaints professionally, enhancing overall customer satisfaction.
- Anticipated guest needs or requirements proactively, addressing problems promptly in order to prevent complaints.
- Coordinated with housekeeping and maintenance departments to maintain high standards of cleanliness and functionality in guest rooms.
- Facilitated communication between guest services and other hotel departments to efficiently address guest needs.
- Trained staff in delivering first-class service for exceptional customer feedback.
- Accommodated guests with diverse needs based on current room and personnel availability.
- Planned and oversaw special events at the hotel.
- Championed a culture of hospitality and respect among staff, fostering an environment conducive to positive guest experiences.
- Issued bills to guests and handled cash or card payments through company POS system.
- Oversaw daily duties of the team, assigning tasks and checking on progress to fulfil guest services efficiently.
- Coordinated team roster and schedule, making sure that business requirements were met and team absences were covered.
- Led team member appraisals, reviewing individual performance and delivering constructive, motivational feedback.
- Supported and mentored team members in delivering exceptional customer service, providing a supportive and motivational working environment.
- Conducted regular team meetings to discuss guest feedback, share best practices, and set service improvement goals.
Real Estate Agent
Villareal
Brasov
02.2008 - 04.2010
- Helped clients lease homes, flats, retail and entertainment space.
- Guided home buyers, sellers and renters through different types of property transactions.
- Maintained up-to-date knowledge of the property market, trends, and relevant legislation.
- Conducted property tours to potential buyers and renters.
- Estimated property value by conducting comparative market analysis.
- Interviewed clients to determine property needs and preferences.
- Negotiated sales and lettings agreements, securing favourable terms for clients.
- Generated lists of for-sale properties.
- Created and maintained a database of clients, keeping them informed of relevant properties and market updates.
- Proposed housing solutions based on client requirements and budget.
- Managed property listings on various platforms, ensuring accurate and enticing descriptions.
- Acted as intermediary in negotiations between buyers and sellers, striving to give fair deals to both parties.
- Wrote contract documents, purchase agreements and closing statements.
- Promoted property sales through adverts, open houses and participation in multiple listing services.
- Coordinated property closings, overseeing signing of documents and disbursement of funds.
- Compared listed property with recently sold estates of similar nature to determine competitive market prices.
- Coordinated with solicitors, mortgage brokers, and other professionals to facilitate smooth property transactions.
Education
Bachelor Degree - Psychology
Universitatea Spiru Haret
Brasov01-2010
High School Diploma - Philology
Radu Vladescu High School
Buzau01-2007
Skills
- Reservations systems
- Payment processing
- Event coordination
- Lost and found administration
- Guest services
- Hospitality services
- Email correspondence
- Tact and diplomacy
- Service-Oriented mindset
- Team leadership
- Communication skills
- Effective communication
- Active listening
- Attention to detail
- Problem solving
- Creative thinking
- Multitasking
- Positive attitude
- Relationship building aptitude
- Computer literacy
- Product knowledge
- Special request execution
- Decision making
Languages
English
Advanced
C1
Spanish
Advanced
C1
Timeline
Concierge
Disney Cruise Line
06.2018 - 02.2024
Guest Services Manager
Disney Cruise Line
05.2013 - 04.2018
Real Estate Agent
Villareal
02.2008 - 04.2010
Bachelor Degree - Psychology
Universitatea Spiru Haret
High School Diploma - Philology
Radu Vladescu High School