Rreza Raka
London,ON
Summary
Dedicated hospitality professional with front desk and management experience, recognized for delivering exceptional guest service and creating memorable experiences. Skilled at building strong guest relationships, handling high-volume operations with efficiency, and ensuring satisfaction through personalized service. Highly motivated, detail-oriented, and committed to maintaining the highest standards of hospitality. Utilizes effective communication to address and resolve guest concerns promptly. Strong understanding of hospitality protocols and maintaining welcoming environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Homewood Suites by Hilton
04.2024 - Current
- Greeted guests and managed front desk operations to ensure exceptional customer service experience.
- Handled guest inquiries and complaints, providing prompt resolutions to enhance satisfaction.
- Coordinated room bookings and check-ins using property management systems for efficient workflow.
- Maintained accurate records of guest interactions, ensuring compliance with operational standards.
- Consistently exceed monthly enrollment targets, achieving the highest number of guest enrollments in the hotel.
Junior Guest Service Manager
The Park Hotel
02.2021 - 01.2024
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Handled guest complaints and offered (when needed) complimentary services to maintain high guest satisfaction rates.
- Coordinated with waitstaff to regularly clean buffet areas and refill hot and cold items quickly.
- Monitored and evaluated performance of personnel to confirm compliance with standards.
- Supervised team of 5+ front desk agents and helped to resolve issues arising during shifts.
- Analyzed guest feedback to identify areas for improvement and enhance overall experience.
- Directed daily operations to enhance guest satisfaction and streamline service delivery.
Waitress Supervisor and Sales Promoter
Crabby Joe's Bar & Grill
03.2021 - 06.2023
- Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Upheld high standards of professionalism when dealing with customer issues, supporting serving staff, and waiting on tables.
- Bussed and reset tables to keep dining room and work areas clean.
- Supervised daily operations to ensure efficient service and guest satisfaction.
- Mentored and trained new staff on menu knowledge and customer service standards.
- Analyzed customer feedback to refine promotional strategies, improving overall customer satisfaction rates.
- Collaborated with sales team to develop effective in-store marketing strategies, driving customer engagement.
Barista, Bartender, Server
Symposium Cafe Restaurant & Lounge
11.2015 - 08.2020
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Recruited and trained new bartenders and barbacks to help maintain talented team.
Hotel Receptionist
Hampton Inn By Hilton
11.2019 - 04.2020
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Collected room deposits, fees, and payments.
- Answered phone throughout shift, closely following strict guidelines for customer service and satisfaction.
- Completed late check-ins and directed guests to rooms and facilities.
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Responded to guest inquiries, providing accurate information and exceptional customer service.
Education
MBA - Business Administration And Management
Fanshawe College
London, CA04-2022
Skills
- Staff Supervision
- Strategic Planning
- Outstanding Communication Skills
- Employee Performance Reviews
- Employee Scheduling
- Hotel Reservations
- Office Streamlining
- Excellent time management
- Organization and efficiency
- Flexible, interested in any available shift
Certification
- Certified JHSC - Health and Safety manager at The Park Hotel
- WHMIS - Certification
- Smart Serve
Timeline
Front Desk Agent
Homewood Suites by Hilton
04.2024 - Current
Waitress Supervisor and Sales Promoter
Crabby Joe's Bar & Grill
03.2021 - 06.2023
Junior Guest Service Manager
The Park Hotel
02.2021 - 01.2024
Hotel Receptionist
Hampton Inn By Hilton
11.2019 - 04.2020
Barista, Bartender, Server
Symposium Cafe Restaurant & Lounge
11.2015 - 08.2020
MBA - Business Administration And Management
Fanshawe College