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Hajnalka Kiffer

@hajnalkakiffer

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Experienced hospitality professional with a focus on customer service excellence.

United Kingdom

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What I'm looking for

I am looking for a role that fosters growth and allows me to leverage my customer service expertise in a dynamic team environment.

I am a highly motivated and results-driven professional with over ten years of experience in customer service and front office management. My journey in the hospitality industry has been marked by a commitment to delivering exceptional guest experiences and improving operational efficiency. At Marriott Hotel, I successfully drove improvements in guest satisfaction ratings, showcasing my ability to lead teams in dynamic environments while maintaining high service standards.

Throughout my career, I have honed my skills in staff management, process optimization, and conflict resolution. I pride myself on my strong organizational and communication abilities, which have enabled me to excel under pressure. My experience includes supervising daily operations, managing guest feedback, and leading team training initiatives. I am now eager to re-engage in the workforce, bringing my expertise and renewed focus to a professional environment that values growth and development.

Experience

Work history, roles, and key accomplishments

Assistant Front Office Manager

Peterborough Marriott Hotel

Dec 2018 - Jan 2022 (3 years 1 month)

Supervised daily operations of the Front Office, ensuring high-quality guest service and adherence to brand standards. Managed guest feedback and complaints, resolving conflicts to enhance guest satisfaction.

Guest Service Conflict Resolution Team Leadership Budget Management Payroll Reporting Interviewing Opera PMS Microsoft Office Suite

Senior Front Office Supervisor

Peterborough Marriott Hotel

Sep 2017 - Dec 2018 (1 year 3 months)

Led the Front Office team, supporting management in operational decision-making and strategy implementation. Conducted payroll analysis, occupancy forecasting, and staff scheduling.

Team Leadership Payroll Analysis Scheduling Customer Care Training

Front Office Supervisor

Peterborough Marriott Hotel

Sep 2016 - Sep 2017 (1 year)

Managed day-to-day front desk operations, ensuring seamless guest experiences and coordinating cross-departmental communication. Utilized the L.E.A.R.N. process to handle guest complaints effectively.

Guest Experience Complaint Handling L.E.A.R.N. Process Meeting Representation

Full-Time Front Office Host

Peterborough Marriott Hotel

Apr 2015 - Sep 2016 (1 year 5 months)

Served as a key member of various internal committees, contributing to employee engagement and hotel innovation. Ensured compliance with Marriott standards and processed guest reservations, check-ins, and payments.

Employee Engagement Compliance Reserving Payment Processing

Casual Front Office Host

Peterborough Marriott Hotel

Oct 2014 - Apr 2015 (6 months)

Delivered exceptional front-of-house service, ensuring a warm and professional guest welcome. Maintained operational standards and facilitated cross-departmental collaboration.

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Education

Degrees, certifications, and relevant coursework

Heller Farkas College of Economics and Tourism

Bachelor's degree, Economist in Tourism and Hotel Management

2005 - 2009

Completed a comprehensive program focusing on tourism and hotel management, gaining expertise in economic principles and hospitality operations. Developed strong foundational knowledge in managing tourism-related businesses and hotel functions.