Claudia Vicente Esteve
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
3
3
years of professional experience
Work History
Front Office Manager
THE STANDARDX, MELBOURNE
08.2023 - Current
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Coached employees through day-to-day work and complex problems.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Monitored customer service trends and provided insights to management team for further improvement.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Delivered performance reviews, recommending additional training or advancements.
- Prepared agendas and took notes at meetings to archive proceedings.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Front Office Manager
QT MELBOURNE
06.2022 - 08.2023
- To communicate effectively and professionally with all staff and assist as required
- Supervising the efficiency of all processes of the hotel by coordinating daily operations with the relevant department within the hotel to guarantee five-star hotel service
- To ensure all departments are adequately staffed according to budgeted payroll expectations and servicing needs
- Training and educating the team to provide the best practice of operational procedures
- Leadership to strengthen the new staff skills to ensure well work performance and a high level of customer service
- To predict, plan and resolve any mishaps our guests to ensure a five-star experience is provided
- Be aware of VIP guests and their preferences and ensure preparations are made accordingly
- Process efficient transactions for our guests, providing required financial documentation
- To provide support to all other departments, with a focus on optimizing the delivery of service to guests
- Knowledge of different department operations within the hotel and supporting them when required
- Being totally knowledgeable regarding current room rates; yield management strategies, promotions to educate the team and execute proficiently
- To always anticipate and exceed our guest's desires, igniting a sense of surprise and delight combined with inquisitive theatrical customer interaction
- Processing and resolving any requests, incidents, and complaints of the guests.
Duty Manager
QT MELBOURNE
11.2021 - 06.2022
Guest Experience Agent
QT MELBOURNE
03.2021 - 11.2021
Education
Master of International Tourism & Hotel Management -
The Hotel School | Southern Cross University
Melbourne, Victoria02.2021
Bachelor of International Business & Marketing -
ESCI | Pompeu Fabra University
Barcelona, Spain06.2017
Skills
- Oral and Writing Communication
- Documentation and Control
- Proficient in Opera
- Conflict Management
- Payroll and Budgeting
- Administrative Skills
- Relationship Building
- Customer Service
- Staff Management
- Microsoft Office Suite
- Customer Relations
- Hospitality Services
Accomplishments
- TAA AWARDS - Victoria Accommodation Awards - Finalist as Front Office Employee of the Year - QT Melbourne (2022)
- HM Awards for Hotel and Accommodation Excellence - Finalist as Front Office Executive - QT Melbourne (2022)
Additional Information
- Communication & Interpersonal Skills for the Workplace - The Hotel School Sydney & Melbourne (2020)
- Personal Development Course - The Hotel School Sydney & Melbourne (2020)
Languages
Spanish
Bilingual or Proficient (C2)
Catalan
Bilingual or Proficient (C2)
English
Advanced (C1)
References
References available upon request.
Timeline
Front Office Manager
THE STANDARDX, MELBOURNE
08.2023 - Current
Front Office Manager
QT MELBOURNE
06.2022 - 08.2023
Duty Manager
QT MELBOURNE
11.2021 - 06.2022
Guest Experience Agent
QT MELBOURNE
03.2021 - 11.2021
Master of International Tourism & Hotel Management -
The Hotel School | Southern Cross University
Bachelor of International Business & Marketing -
ESCI | Pompeu Fabra University
Similar Profiles
Melissa SerratoreMelissa Serratore
Enrolled Nurse at Melbourne Health - Royal Melbourne HospitalEnrolled Nurse at Melbourne Health - Royal Melbourne Hospital
Paola RossiPaola Rossi
Finance and Operations Officer at The University Of Melbourne-Melbourne Centre For CFinance and Operations Officer at The University Of Melbourne-Melbourne Centre For C
Tom TasevTom Tasev
Supervisor at Melbourne Health - Royal Melbourne HospitalSupervisor at Melbourne Health - Royal Melbourne Hospital