Cristina Miu
Hotem Management Consultant
Popesti Leordeni
Summary
11 years of experience in the Hospitality industry, gaining valuable transferable skills in relationship building, strategic planning, and project management. Strong track record of quickly learning and adapting in new and complex situations. Eager to leverage a diverse range of talents in a new and engaging professional setting. Committed to lifelong learning and personal development.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Front Desk Manager
Europa Group
Bucharest
12.2010 - 10.2012
- Performed daily inventory for keys and linens and detailed information in audit reports.
- Coordinated with room service, housekeeping, maintenance and security to meet all guest needs.
- Stored guest valuables in safe and individual boxes for security.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Ran reports detailing daily guest numbers, accounting expenses and income and room service usage.
- Oversaw front desk operations with eye for hotel reputation, staff productivity and operational efficiency.
- Collected room deposits, fees and payments.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Conducted financial audits on scheduled basis.
- Provided responses to guest reviews on TripAdvisor, Booking.com and other websites within 48 hours.
- Balanced hotel accounts at end of day.
- Resolved guest complaints by addressing issues with rooms promptly.
Front Office Shift Leader
Accor Hotels
Bucharest
12.2010 - 10.2012
- Inventoried and ordered office supplies to maintain availability of products.
- Motivated staff by setting goals, providing ongoing feedback and rewarding and recognizing employees.
- Drove sales and maximized revenue by up-selling rooms and amenities.
- Processed check-ins and check-outs, created reservations and processed special requests.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Worked flexible schedule and extra shifts to meet business needs.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Hotel Manager
Athina Suites Hotel
Bucharest, Romania
03.2018 - 06.2019
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Investigated daily variances and corrected errors to resolve discrepancies.
- Balanced hotel accounts and resolved discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Applied mathematical abilities to calculate and check figures in accounting systems.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Compiled budget figures by reviewing past budgets, evaluating estimated income and assessing expenses.
- Reported financial data and updated financial records in ledgers and journals.
- Organized budget documentation and tracked expenses to maintain tight business controls.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established internal databases and record management systems to enhance accuracy and integrity of documentation and data.
- Increased customer service ratings through customer trainings for the Front Desk Team.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Oversaw day-to-day operations of 43-room hotel with staff of 25 employees.
- Improved operations through consistent hard work and dedication.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Offered appropriate reservation options based on expected attendees when coordinating events.
- Received and processed stock into inventory management system.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Maintained relationships with material vendors to lower costs and diversify capabilities.
- Scheduled work hours for 25 employees to achieve adequate manpower coverage.
- Filed incident reports and handled inappropriate behavior to document problems and disturbances.
- Coached and developed associates to improve soft skills and recovery techniques.
Hotel Operations Manager
Premier Palace Hotel
Bucharest
07.2017 - 02.2018
- Supervised team of 8 front desk agents and helped to resolve issues arising during shifts.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Maintained excellent attendance record, consistently arriving to work on time.
- Increased customer satisfaction by resolving issues.
- Collaborated with team members to achieve target results.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Improved operations through consistent hard work and dedication.
- Monitored company inventory to keep stock levels and databases updated.
- Used coordination and planning skills to achieve results according to schedule.
Hospitality Trainer
Icep World
Bucharest
02.2014 - 06.2017
- Professional training of students for the Hotel Front Desk Course and Hotel Manager Course;
- Created curricula, instructions, documents and written tests for various types of training courses.
- Developed lesson plans, instructional materials and written practice tests for Front Office Receptionist and Hotel Manager training courses.
- Developed and implemented updating training programs.
Front Office Receptionist
Accor Hotels
Bucharest
08.2008 - 11.2010
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees and payments.
- Informed guests of hotel security features and offered details regarding fire and emergency procedures.
- Checked lobby, bathrooms and common areas near front desk for cleanliness multiple times per shift.
Education
BBA - Business Administration
Romanian-American University
Bucharest 09.2005 - 06.2008
Skills
Strategic planning and analysis
Policies and procedures
Financial Management
Coaching and mentoring
Advanced problem solving
Reports and documents
Staff Training
Cash Handling
Reservations management
Opening and closing procedures
Multi-tasking skill
Sales expertise
Staff Management
Certification
Tourism Manager
Timeline
Hotel Manager
Athina Suites Hotel
03.2018 - 06.2019
Hotel Operations Manager
Premier Palace Hotel
07.2017 - 02.2018
Tourism Manager
03-2016
Profesional Trainer
06-2014
Hospitality Trainer
Icep World
02.2014 - 06.2017
Front Desk Manager
Europa Group
12.2010 - 10.2012
Front Office Shift Leader
Accor Hotels
12.2010 - 10.2012
Front Office Receptionist
Accor Hotels
08.2008 - 11.2010
BBA - Business Administration
Romanian-American University
09.2005 - 06.2008