Lioara Mirela Urdea

Lioara Mirela Urdea Passionate Hotelier Pleasant, positive & outgoing personality| Luxury Guest Experience oriented| Strong rooms background and international experience| Able to drive high operating performance and personalized guest service in equal measure|Focused on increasing the service quality|Eligible to work in Europe -- Dubai, Dubai, United Arab Emirates linkedin.com/in/lioaraurdea SKILLS True mentor Train and develop staff People management capabilities Excellent customer service Adaptable Leading the team to high performance Reliable WORK EXPERIENCE Guest Relation Manager Habtoor Grand Resort , Autograph Collection 11/2018 – Present Dubai Achievements/Tasks Work collaboratively with the Departments Heads, Hotel Manager and General Manager to prepare and implement plans to achieve our Guest Satisfaction Survey scores coach, mentor, grow and lead a multicultural team of 10 associates (one-touch service, guest relations, business centre, club lounge) review team members behaviour, attitude, appearance & performance Anticipate all guest needs and respond promptly to all guests' requests by constant presence in the guest related areas: lobby, Club Lounge, Recreation Personalized interaction with all the Elite guests from arrival in the hotel till departure; take care of their pre-arrival requirements and monitor the post stay feedback Apartments Manager Avari Al Barsha Apartments 11/2012 – 11/2018 Dubai Achievements/Tasks Responsible for managing daily hotel operations and leading a multicultural team of 25 colleagues Assume full responsibility for the P&L; ensure that costs are controlled through the operational departments and results are analyzed regularly to highlight problem area and take appropriate action Increased booking.com score within 6 months from 7.1 to 7.8 by strictly monitoring and taking immediate action for any cleaning and maintenance issues and through guest interaction during pre-arrival, arrival, stay and post-stay. Implement strategies to achieve the sales and profit targets Increased the monthly room revenue with 40% within 3 months from joining the hotel by reviewing and updating all long staying guests rates for in house guests, in line with the rates of the competition hotels and real estate in the area; strictly monitoring and updating rates for short stay according to the demand and occupancy in Al Barsha area Improve the Cash flow by closely monitoring the payments for all long staying guests and personally handling any particular issues Page 1 of 3 WORK EXPERIENCE Front Office Manager Avari Hotel 04/2019 – 11/2012 Achievements/Tasks Mentor, grow and lead a diverse multicultural team of 33 colleagues Implementation of Opera PMS and conducted training for Front Office, Reservations and Sales departments Contributed with 15-20% to the monthly room revenue by setting-up an up selling program for front office Reviewing team members behavior, attitude, appearance & performance Ensure full and effective compliance with the standard operating procedures of the property Front Office Manger Al Raha Beach Hotel 06/2008 – 02/2009 Abu Dhabi Achievements/Tasks Build and lead a diverse multicultural team Set up Opera configuration for Front Office and Sales Monitor guest feedback and maintained permanent contact with guests Reviewing team members behavior, attitude, appearance & performance Effectively delegates responsibilities to subordinates Front Office Manger Tamani Hotel Marina and Hotel Apartments 12/2007 – 06/2008 Achievements/Tasks Hire, coach, mentor, grow and lead a diverse multicultural team Organizing receptions for main corporate accounts for the Marina area and conducting show around Negotiating rates for long staying guests Met with Recreation Managers in properties near by and prepare proposals for recreation memberships Work collaboratively with all department managers to make sure operations are running smoothly EDUCATION Master Certificate in Hospitality Management Cornell University 2012 Certificate in Project Leadership Cornell University 2010 International Hotel Management American Hotel and Lodging Association 2006 Management for Tourism and Commerce University of Economic Studies 1998 Page 2 of 3 TECHNICAL SKILLS Property Managements Systems Opera, Prologic Guest Voice reply to reviews, prepare and analyse reports Guest Experience Platform update and share guest information Microsoft Office Outlook, Word, Excel, PowerPoint Internet Marketing Email marketing, Google Analytics LANGUAGES English French Romanian Full Professional Proficiency Limited Working Proficiency Full Professional Proficiency Page 3 of 3