Nicola Klaver
Almere
Summary
Experienced Front Office Professional experienced optimising productivity, efficiency and service quality across various environments. Highly dependable and reliable leader that blends advanced organisational, technical and business decisions. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
17
17
years of professional experience
Work History
Reception Supervisor
MEININGER B.V.
05.2017 - Current
- Managed and trained upto 25 employees.
- Experienced in SIHOT & ASSD PMS systems.
- Ensured optimisation for optimal room distribution avoiding over bookings.
- Created spreadsheets utilising various PMS systems to track sales, stock reports and accounts payable.
- Educated reception teams on current products, promotions and services, enabling effective customer care and sales.
- Compiled detailed instruction manuals on various in-house procedures.
- Maintained security and telecommunications systems by following procedures, monitoring logbooks and issuing visitor passes.
- Demonstrated exceptional numeracy and literacy capabilities, effectively maintaining accurate, reliable records.
Guest Services Representative/Driver
SkiJapan.com
11.2016 - 04.2017
- Acted as main point of contact for guests regarding guest services, excursions, transportation and Piste routings.
- Assisted guests at check-in, providing information on various services within resort.
- Processed deposits for accommodation services, proactively asking for feedback to ensure guests received high-quality service.
- Efficiently liased with guests at airport, ensuring coordinated connections to resort were made.
Team Leader
Eurocamp, Holidaybreak
04.2007 - 10.2016
- Managed teams of upto 10.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created detailed roosters, ensuring all aspects on site were routinely attended.
- Inventoried warehouse stock on monthly, quarterly and annual basis.
- Maintained clean and organised files by keeping accounts payable records up-to-date.
- Trained staff on expected standards and quality of general cleaning, health and safety requirements and equipment operation.
- Increased employee performance through effective supervision and training leading to improvement in seasonal scores.
Navigator
Renaissance Hotel
01.2016 - 08.2016
- Seated patrons based on guest preferences and seating availability.
- Cross-trained to handle different restaurant roles, including (cocktail) bar and to-go stations.
- Maintained balanced cash drawer with correct money values and accurate documentation.
- Completed daily side work and opening and closing duties without fail.
Education
BTEC National Diploma - Travel And Tourism
North Lindsey College
Scunthorpe, UK2006
Skills
- Customer Service
- Office Management
- Cross-Functional Collaboration
- Staff Development and Training
- Accounting
- Staff Scheduling
- Team Leadership
- Microsoft Office
Languages
English
Native language
Dutch
Intermediate
B1
Timeline
Reception Supervisor
MEININGER B.V.
05.2017 - Current
Guest Services Representative/Driver
SkiJapan.com
11.2016 - 04.2017
Navigator
Renaissance Hotel
01.2016 - 08.2016
Team Leader
Eurocamp, Holidaybreak
04.2007 - 10.2016
BTEC National Diploma - Travel And Tourism
North Lindsey College
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