Linda Philippi
Berlin,BE
Summary
Driven by a passion for enhancing guest experiences, I leveraged knowledge of Front Office operations including Opera PMS expertise at Berlin Marriott Hotel to significantly improve satisfaction levels. My proactive approach in training staff and streamlining operations, coupled with adept handling of guest complaints, has consistently elevated service standards, showcasing my ability to lead and innovate in hospitality management.
Overview
3
3
years of professional experience
Work History
Guest Experience Supervisor
Berlin Marriott Hotel
2024.01 - Current
- Analyzed guest feedback data to identify areas for improvement, implementing changes to enhance overall satisfaction levels.
- Contributed to a positive work environment by maintaining strong communication with team members and providing support when needed.
- Trained new staff members on company policies, procedures, and guest service standards, ensuring consistent delivery of high-quality experiences.
Senior Guest Service Agent
Berlin Marriott Hotel
2022.12 - 2023.12
- Maintained an organized front desk area, creating a welcoming atmosphere for incoming guests.
- Streamlined check-in and check-out procedures for improved efficiency and reduced wait times.
- Provided knowledgeable recommendations on local attractions, restaurants, and transportation options to enhance guests'' stay experiences.
- Assisted in training new Guest Service Agents, ensuring adherence to company standards and protocols.
Guest Service Agent
Berlin Marriott Hotel
2021.12 - 2022.12
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Front Office Agent
Le Méridien Frankfurt
2021.08 - 2021.10
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Handled sensitive guest information discreetly, maintaining confidentiality and trust at all times.
- Collaborated with housekeeping staff to ensure rooms were ready for guests upon arrival.
Education
Hotel Specialist With Management Qualifications - Hotel Business
Bergiusschule
Frankfurt Am Main, Germany08.2021
High School Diploma -
Geschwister-Scholl-Gymnasium
Lebach, Germany05.2016
Skills
- Guest Relations Management
- Brand representation
- Team member development
- Guest complaint Handling
- Front Desk Operations
- Decision-Making
- Guest Services Agent training
- MS Office
- Opera PMS
- GXP
- Guest Voice & Q-Power
Languages
German
Bilingual or Proficient (C2)
English
Advanced (C1)
French
Upper intermediate (B2)
Timeline
Guest Experience Supervisor
Berlin Marriott Hotel
2024.01 - Current
Senior Guest Service Agent
Berlin Marriott Hotel
2022.12 - 2023.12
Guest Service Agent
Berlin Marriott Hotel
2021.12 - 2022.12
Front Office Agent
Le Méridien Frankfurt
2021.08 - 2021.10
Hotel Specialist With Management Qualifications - Hotel Business
Bergiusschule
High School Diploma -
Geschwister-Scholl-Gymnasium