Aida Shegeftfard
Shiraz,07
Summary
A dynamic Guest Relations Manager specializing in guest satisfaction and operational excellence. During tenure at Seven Seas Palmeras Bay Alanya, developed strategies to enhance service quality, elevating the overall guest experience. Demonstrated effective communication skills and leadership capabilities, leading to significant improvements in complaint management and staff training. Additionally, leveraged knowledge of marketing strategies to achieve increased booking rates.
Overview
9
9
years of professional experience
Work History
Guest Relations Manager
Seven Seas Palmeras Bay Alanya
05.2024 - Current
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Developed and maintained strong partnerships with local attractions and tour operators to provide diverse activity options for guests during their stay.
- Streamlined check-in processes, reducing wait times and improving overall guest satisfaction.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Oversaw the coordination of special events held at the hotel, ensuring seamless execution and exceptional guest experiences.
- Monitored guest feedback, using to improve service and departmental operations.
- Facilitated clear communication between departments to address any potential issues affecting guest satisfaction before they arose.
- Introduced new methods of gathering feedback from guests to ensure continuous improvement in products/services offered.
- Designed targeted marketing campaigns that showcased the hotel''s amenities and services, increasing bookings from new clients.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
Guest Relations Manager
Grand Viking Hotel
03.2022 - 03.2024
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
Guest Services Supervisor
Ibis Hotel
03.2016 - 09.2018
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supported team members by offering constructive feedback and coaching as needed.
- Reviewed upcoming events and planned for expected challenges.
Education
Translation Studies
Ruhr University Bochum
Bochum,Germany05-2015
Skills
- Service improvements
- Exceptional communication
- Hospitality industry
- Staff training and development
- Complaint handling
- Customer service expert
Interpersonal Communication
Time Management
Problem Solving
Leadership & Team Coordination
Microsoft Office Proficiency
Guest Experience Optimization
Marketing and Promotion Strategies
Languages
Persian
Bilingual or Proficient (C2)
German
Advanced (C1)
English
Advanced (C1)
Turkish
Advanced (C1)
Russian
Elementary (A2)
Timeline
Guest Relations Manager
Seven Seas Palmeras Bay Alanya
05.2024 - Current
Guest Relations Manager
Grand Viking Hotel
03.2022 - 03.2024
Guest Services Supervisor
Ibis Hotel
03.2016 - 09.2018
Translation Studies
Ruhr University Bochum