Hi, I’m
Bernadett Onodi Janoskuti
Summary
Im very experienced with front desk management, guest relations, and team coordination. Utilizes strong organizational and communication skills to efficiently handle daily operations—knowledge of conflict resolution and customer service best practices to ensure seamless guest experience.
Professional with substantial experience in hospitality management and guest services.
Demonstrated ability to enhance team performance and deliver exceptional customer satisfaction. Skilled in problem-solving, multitasking, and adapting to changing needs. Known for reliability, effective communication, and leadership in high-pressure environments.
Experienced Front Desk professional offering superior hospitality service. Highly skilled in managing reservations, mitigating dissatisfaction and increasing guest loyalty through targeted service. Proficient in Fidelio and AIMS, with a friendly and decisive approach to resolving challenges.
Im a hardworking, multitasker front desk professional bringing expertise in concierge services and department collaboration.
Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction.
Overview
16
years of professional experience
Work History
Holland America Line
Assistant Front Desk Manager
06.2019 - Current
Job overview
- Support the Guest Services Operation by supervising the guest satisfaction, resolving all guest issues
- Maintaining an efficient and pleasant work atmosphere, coaching the team members, organizing and conduct team trainings
- Guiding the team members how to reach excellent Guest service by doing one on one mentoring sessions
- Maintained high level of service and hospitality, contributing to corporate service recognition for property.
- Supervised front desk staff consisting of 15 employees.
- Monitored front desk staffing hours and scheduled weekly employee shifts.
- Provided exceptional customer service, resulting in increased repeat business and positive online reviews.
- Supported the achievement of budgetary targets by controlling expenses related to staffing levels or supplies.
- Assisted in staff training, ensuring consistent quality service to guests from all team members.
- Completed employee appraisals to conduct annual reviews.
- Handled high call volumes, maintaining a professional demeanor while providing accurate information to potential guests.
- Resolved conflicts calmly between employees or customers by employing effective communication skills during tense situations.
- Provided resources for training new employees and ongoing training for current staff.
- Responded to customer service inquiries, both in-person and by telephone.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving issues at the front desk.
- Ensured adherence to hotel policies by monitoring employee compliance during shifts.
- Assisted manager with guest check-in and check-out and provided customer service.
- Implemented new procedures for improved front desk organization, increasing overall efficiency.
- Participated in regular staff meetings to discuss departmental goals, challenges, and opportunities for improvement.
- Proactively identified areas for improvement within the department through observation of daily operations and staff interactions with guests.
- Contributed positively towards a welcoming work environment that encouraged collaboration amongst colleagues.
- Coordinated with other departments to address guest needs promptly, enhancing overall satisfaction levels.
- Served as a knowledgeable resource for guests seeking recommendations on local attractions, dining options, or transportation services.
- Welcomed guests and focused on providing positive lodging experience.
- Collaborated with housekeeping and maintenance departments to ensure timely room turnover and optimal guest experience.
- Modeled positive attitude and encouraged front desk employees when dealing with difficult guests.
- Worked with housekeeping team to resolve issues or questions.
- Supported revenue management initiatives by actively upselling room upgrades and additional services.
- Assisted in developing staff schedules, ensuring adequate coverage during peak hours and special events.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Resolved guest complaints by addressing issues with rooms promptly.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Developed and maintained positive relationships with guests for satisfaction.
- Enforced policies and procedures to increase efficiency.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Monitored staff performance and provided feedback and guidance.
Disney Cruise Lines
Guest Services Manager
01.2016 - 05.2019
Job overview
- Oversees all the Guest Services Operation, including the Front Desk, PBX and Back Office to ensure the guest satisfaction and provide excellent guest service
- Maintain a detailed knowledge about the entire ship operation and services
- Maintain a good relationship with the colleagues and fellow crew members from every department
- Responsible for cash handling including float
- Dealing efficiently with day to day billing and guest service queries
- Know all safety and understands emergency procedures and how to act upon them
- Understands accident prevention policies
- Anticipates and intervenes in all incidents of guest dissatisfaction and attempts to satisfy all such guests, within the policy and provide immediate Guest Service Recovery
- Supervised a team of front desk agents, ensuring adherence to policies, procedures, and top-notch customer service standards.
- Enhanced internal communication by developing clear guidelines for interdepartmental collaboration related to guest requests or concerns.
- Optimized scheduling practices to ensure adequate coverage during peak times while controlling labor costs effectively.
- Coordinated special events on-property to create memorable experiences for guests during their stay.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Attended to customer needs, responding to questions, complaints and escalations.
- Assisted with guest check-in and check-out procedures, confirming that guests reach correct room.
- Oversaw lobby operations and concierge services.
- Monitored staff training, scheduling and shift changes.
Disney Cruise Lines
Crew Office Assistant
01.2012 - 01.2019
Job overview
- Debarking and embarking the Crew, preparing all the Paperwork for Customs, assist the Crew members with daily tasks, assist the Crew Service Manager with all the Tasks
Disney Cruise Lines
Clearance Officer
01.2012 - 01.2019
Job overview
- Responsible for the Embarkation and Debarkation of the Guests in a timely manner, create a good relationship with US Customs Officials and have a great communication with them and also the Shoreside partners, prepare all the important documents for Customs and Immigration in order to clear the ship every non us ports in a timely manner
Disney Cruise Lines
Guest Services Coordinator
01.2015 - 01.2016
Job overview
- Organizing the GSH meetings, preparing meeting minutes, cooperate with the Managers, support and assist the Hosts in any work issues, coordinate the work procedure between the Managers and the Hosts, organizing Events for the Team
- Gave information about area attractions and provided directions.
- Booked appointments, accepted payments and answered guest questions.
- Trained junior team members in customer service strategies and property policies.
- Confirmed arrival and departure times for guests.
Disney Cruise Lines
Guest Services Hostess
01.2012 - 01.2015
Job overview
- Gaining extensive experience in the Guest area, including handling and resolving guest concerns, delivering exceptional service, anticipating their needs, and maintaining a positive and enthusiastic attitude. Additionally, contributing to the creation of countless magical moments.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Assisted in training new host staff, sharing best practices for maintaining a professional demeanor and efficient work habits.
- Promoted business loyalty by fostering positive customer relationships.
- Advised customers about special offerings and menu items to help drive sales.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Maintained balanced cash drawer with correct money values and accurate documentation.
- Answered phone calls to take orders, give information and document reservations.
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
Macdonald Highland Resort
Guest Services Hostess
01.2011 - 12.2011
Job overview
- Check in, check out procedures, event organization, phone handling
Danubius Hotel Arena 4
Receptionist
01.2009 - 12.2010
Job overview
- I worked at this hotel as a receptionist
- I was responsible for keeping contact with guests, and I helped at the check-in, check-out as well
Education
Budapest University of Economics And Business
BBA from Faculty of Commerce, Hospitality And Tourism
01.2010
London Studio
English Language Course
01.2006
European Business Polytechnic
Tourism Manager Qualification
01.2005
Petőfi Sándor Grammar School
01.2003
German Language Course
No Degree from German Language
01-1999
Skills
- Fidelio
- MS Word
- Outlook
- Excel
- Powerpoint
- Driving licence – Category B
- Hospitality
- Organizational proficiency
- Staff training and development
- Employee appraisals
- Guest relations
- Complaint handling
- Staff training
- Record keeping
- Shift scheduling
- Decision making aptitude
- Guest relations expertise
- Cash handling experience
- Check-in management
- Customer service
- Problem-solving skills
- Listening skills
- Telephone and email etiquette
- Verbal and written communication
- Hospitality services
- Customer service management
- Training and mentoring
- Team building and supervision
- Administrative skills
- Delegating work assignments
- Coaching and mentoring
Hobbies and Interests
- Travelling
- Learning other languages
- Reading
- Listening to music, singing
- Playing tennis, badminton, table tennis
- Going to the cinema and theater
Personal Information
- Date of Birth: 08/16/85
- Nationality: Hungarian
- Marital Status: Single
Languages
English
Full Professional
Hungarian
Native or Bilingual
German
Professional Working
Spanish
Elementary
Timeline
Assistant Front Desk Manager
Holland America Line
06.2019 - Current
Guest Services Manager
Disney Cruise Lines
01.2016 - 05.2019
Guest Services Coordinator
Disney Cruise Lines
01.2015 - 01.2016
Crew Office Assistant
Disney Cruise Lines
01.2012 - 01.2019
Clearance Officer
Disney Cruise Lines
01.2012 - 01.2019
Guest Services Hostess
Disney Cruise Lines
01.2012 - 01.2015
Guest Services Hostess
Macdonald Highland Resort
01.2011 - 12.2011
Receptionist
Danubius Hotel Arena 4
01.2009 - 12.2010
European Business Polytechnic
Tourism Manager Qualification
Petőfi Sándor Grammar School
Budapest University of Economics And Business
BBA from Faculty of Commerce, Hospitality And Tourism
London Studio
English Language Course
German Language Course
No Degree from German Language
Similar Profiles
Samantha McvaySamantha Mcvay
Reservations Agent at Holland America LineReservations Agent at Holland America Line
Dani Satria PratamaDani Satria Pratama
Commis Chef at Holland America LineCommis Chef at Holland America Line
Lora Mae D. CañasLora Mae D. Cañas
Kitchen Assistant at Holland America LineKitchen Assistant at Holland America Line
Richard HuntRichard Hunt
Personal Cruise Consultant at Holland America LinePersonal Cruise Consultant at Holland America Line
William SencabaughWilliam Sencabaugh
Assistant Front Desk Manager at Jackson Lake LodgeAssistant Front Desk Manager at Jackson Lake Lodge