Mariana Khalife
Stockholm
Summary
Experienced Assistant Front Office Manager, with expertise in luxury hospitality and guest relations management. Passionate about creating exceptional, high-end guest experiences and inspiring teams to deliver world-class service. Skilled in front of house operations, VIP services and enhancing guest satisfaction. Demonstrated ability to optimize operations, elevate service standards and drive financial performance.
Overview
13
13
years of professional experience
Work History
Assistant Front Office Manager
Clarion Hotel Stockholm
Stockholm, Sweden
10.2022 - Current
- Managed front office operations for a 532-rooms hotel, leading 25+ front desk agents and 3 supervisors to deliver exceptional guest service.
- Assisted Front Office Manager in setting departmental objectives, budgets, work schedules, followed up on financial transactions, to optimize operational efficiency.
- Enhanced guest satisfaction by effectively handling complaints and managing guest feedback platforms, driving a 20% increase in sNPS on Loopon.
- Assisted Front Office Manager in recruiting, training and developing the Front Office team, ensuring compliance with HRF and Swedish labor laws.
- Implemented up-selling strategies, motivating team members to sell additional services, resulting in a monthly revenue increase of 200.000 sek.
- Maintained strong communication and collaboration with all hotel departments, to ensure operational excellence.
Front Office Supervisor
Clarion Hotel Stockholm
Stockholm, Sweden
06.2022 - 09.2022
- Supervised a team of 20+ employees, ensuring smooth daily operations and high levels of guest satisfaction.
- Ensured smooth check-in and check-out processes for over 600 customers daily, reducing wait times and improving guest satisfaction.
- Managed payments and invoicing, ensuring accuracy and efficiency in financial transactions.
- Trained and mentored new employees, ensuring a smooth onboarding process and consistent service quality.
- Monitored customer feedback and addressed concerns proactively, maintaining a positive customer experience.
Sales & Recruitment Manager
Metlife Insurance
Romania, Romania
09.2019 - 01.2021
- Supervised daily sales operations and ensured the team exceeded monthly sales targets.
- Managed recruiting, trained, coached and monitored performance of sales representatives.
- Designed and implemented sales strategies, focused on B2C and B2B contracts, ensuring high levels of customer satisfaction and loyalty.
- Analyzed market trends to identify new business opportunities, driving sales growth and expanding market share.
- Built and promoted strong, long-lasting customer relationships by creating personalized insurance plans.
Cabin Supervisor
Emirates Airline
Dubai, U.A.E
02.2012 - 03.2018
- Led and supervised a team of 25+ international flight attendants, ensuring world-class customer service and high safety standards.
- Managed customer complaints and resolved service issues, maintaining a high level of passenger satisfaction.
- Provided training and development to team members, enhancing service delivery and operational efficiency.
- Designed and implemented onboard service training, resulting in a 15% increase in passenger satisfaction scores.
- Awarded "Best Supervisor" for exceptional leadership and operational excellence.
Education
Some College (No Degree) - Unleash Leadership Program
Strawberry Training Program
Stockholm01.2024
Cabin Supervisor Aviation Leadership Training - Aviation
Emirates Aviation College
Dubai05.2014
Some College (No Degree) - Aviation
Emirates Aviation College
Dubai04.2012
Bachelor of Science - International Relations and European Studies
Ovidius University,
Romania 04.2001 - /2011
Foreign Languages and Social Sciences - Foreign Languages
George Calinescu High School
Romania 04.2001 - /2008
Skills
- Leadership & Team Development
- Strong Communication & Multilingual Skills
- Sales & Customer Service
- Personnel Planning & Scheduling
- Financial Management
- Performance Coaching & Mentoring
Languages
English
Romanian
Spanish
Swedish
References
- Available upon request.
Timeline
Assistant Front Office Manager
Clarion Hotel Stockholm
10.2022 - Current
Front Office Supervisor
Clarion Hotel Stockholm
06.2022 - 09.2022
Sales & Recruitment Manager
Metlife Insurance
09.2019 - 01.2021
Cabin Supervisor
Emirates Airline
02.2012 - 03.2018
Bachelor of Science - International Relations and European Studies
Ovidius University,
04.2001 - /2011
Foreign Languages and Social Sciences - Foreign Languages
George Calinescu High School
04.2001 - /2008
Some College (No Degree) - Unleash Leadership Program
Strawberry Training Program
Cabin Supervisor Aviation Leadership Training - Aviation
Emirates Aviation College
Some College (No Degree) - Aviation
Emirates Aviation College
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