Introduction

I have over 16 years’ experience working in customer-facing environments, including front of house (FOH) and administrative roles. These have predominantly been with hotels – some rated 4* – and other hospitality establishments. As this sector relies heavily on customer satisfaction in fast-paced and high-pressure environments, I have developed excellent communication skills and I am quick to think on my feet. Having dealt with customers from all walks of life, including high-end clients, I am experienced in tailoring my approach and align it with their needs and requests, while maintaining a professional attitude. Part of providing a good customer experience is to be organised, efficient and enthusiastic at all times – values which I hold close.  

Having started as a receptionist in 2004, I have since obtained increasing levels of seniority with managerial and supervisory responsibilities. Having worked in a variety of environments, including FOH and office, I am quick to adapt and have proficient skills in assisting assist others in-person as well as online or via telephone. I am experienced in working with a variety of software, including property management systems and payment systems and possess high levels of digital literacy. Previous roles have required me to handle two or more mediums of communication simultaneously, making me well organised and able to deal with several tasks at once. Where I notice discrepancies in the system, such as incorrect or missing information, I take responsibility for this and see to it that these get rectified at the earliest opportunity – even if these are not directly in my remit. For example, by notifying the relevant staff and checking whether this is followed up.

Throughout my career, effective communication with colleagues and clients has been paramount. In an environment where business success depends on how communication and information are handled, I have proven to be a confident team-player as well as an independent individual where necessary. An example of this would be my job at St. Giles Hotel. This 700-room hotel demands high levels of the organisation and a streamlined process of communication - something I executed well. Here I was also tasked with assisting in developing room revenue and occupancy forecasts, which has given me data analysis skills and business insights which I will bring to your company.

As a reservation's agent, I helped customers plan and book their holidays. This meant having the need to identify their preferences in order to ensure maximum satisfaction, resulting in maximum revenue for the company. I was subsequently promoted to reservations supervisor, occasionally carrying out the duties of the revenue manager in their absence. I am able to integrate that experience in my day-to-day tasks, making me a goals-orientated and success driven individual.

To summarise, I am a skilled communicator who is adaptable, enthusiastic and customer-focused. I conduct myself in an appropriate professional manner, even when under pressure. I maintain high standards of organisational skills and efficiency, as well as having an eye for detail and being confident to speak up to ensure the efficient running of the business. I pride myself in these abilities and would be proud to bring my experience to your company.

I would be keen to discuss my suitability further in an interview or initial conversation. I am available for this at your convenience.


Yours faithfully
Maria Dellaporta

https://www.zazzle.co.uk/store/mdella