Anna Schramm
Front Desk Agent
Hannover
Summary
Multilingual Front Office Receptionist with 9+ years of international experience in hospitality and entertainment industries. Experienced in delivering exceptional guest satisfaction ratings, achieving 95% positive feedback during my tenure at a 5-star property, adept at working independently or as part of a team. Aspiring to bring my 5-star expertise and international background to a Front Desk Agent role at Hotel Zena in Washington, D.C., with a focus on exceptional guest service and expanding my global hospitality expertise.
Overview
11
11
years of professional experience
9
9
years of post-secondary education
5
5
Languages
Work History
Front Office Agent
Kastens Hotel Luisenhof
07.2021 - Current
- Managed 50+ daily guest check-ins/check-outs with 100% accuracy
- Trained and mentored up to 7 trainees and 3 new employees annually
- Addressed guest inquiries via phone and email, ensuring timely resolutions
- Prepared detailed daily reports and provided accommodation insights to guests
- Processed billing, payments, reservations, modifications, and cancellations with precision
Trainee (Vocational Training)
Kastens Hotel Luisenhof
09.2019 - 07.2021
- Completed comprehensive training in Front Office, Housekeeping, F&B, Stock Management, Accounting, and Marketing
Trainee (Vocational Training)
Mercure Hotel Süd Messe
09.2018 - 08.2019
- Focused on Front Office and Breakfast operations during the initial year
Administrative Representative
Profashion Model Agency
06.2014 - 12.2017
- Coordinated model assignments, contracts, and payments
- Arranged travel and accommodations for models
- Managed administrative tasks, including filing, calls, and emails
- Organized promotional events and shows
- Translated English-Russian/Ukrainian and served as a liaison for the agency abroad
Education
Vocational Training - Hotel Industry Expert
Berufsbildende Schule 2 Hannover
09.2019 - 07.2021
Vocational Training - Hotel Industry Expert
Städtische Berufsschule für das Hotel, Gaststätten und Braugewerbe
09.2018 - 08.2019
Master's Degree - Publishing and Intercultural Communication
Oles Honchar Dnipro National University
09.2008 - 06.2014
Skills
Hard Skills:
- Protel Hotel Software
- Opera Hotel Software
- Microsoft Office Suite
- Front Office Operations
- Reservations and Billing Systems
Soft Skills:
- Luxury guest service
- Multitasking
- Cross-cultural communication
- Problem Solving
- Team leadership
Timeline
Front Office Agent
Kastens Hotel Luisenhof
07.2021 - Current
Trainee (Vocational Training)
Kastens Hotel Luisenhof
09.2019 - 07.2021
Vocational Training - Hotel Industry Expert
Berufsbildende Schule 2 Hannover
09.2019 - 07.2021
Trainee (Vocational Training)
Mercure Hotel Süd Messe
09.2018 - 08.2019
Vocational Training - Hotel Industry Expert
Städtische Berufsschule für das Hotel, Gaststätten und Braugewerbe
09.2018 - 08.2019
Administrative Representative
Profashion Model Agency
06.2014 - 12.2017
Master's Degree - Publishing and Intercultural Communication
Oles Honchar Dnipro National University
09.2008 - 06.2014
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