Meritxell Domenech
Kensington,VIC
Summary
Highly-motivated manager with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Guest Service Manager
Cutler & Co. & Marion Wine Bar
Fitzroy, Victoria
06.2022 - Current
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives. Implemented new processes and systems to enhance the overall team efficiency and customer experience.
- Tracked monthly sales to generate reports for business development planning.
- Analysed trends within the industry to identify new opportunities for growth.
- Gathered feedback from customers through surveys or other methods to measure satisfaction levels.
- Analysed statistical data regularly to identify trends or opportunities for improvement.
- Recruited, trained and managed other Guest Service staff. Monitored staff performance and addressed issues in monthly appraisals.
- Coordinated with marketing team for promotional materials for events and seasonal activations. Identified periods of concern and actioned outreaches.
- Developed and executed detailed event plans, including timelines, budgets, staffing requirements, and logistics.
- Cultivated relationships with internal stakeholders to ensure proper communication between departments.
- Monitored event progress by tracking expenses against budget and adjusting as needed. Worked closely with caterers, florists, musicians, lighting technicians., ensuring their services were delivered on time according to specifications.
- Provided leadership in managing multiple projects simultaneously under tight deadlines.
- Developed and implemented office policies and procedures.
- Supervised staff members, organized schedules and delegated tasks.
Events & Reservations Manager
Robata
Melbourne, VIC
05.2021 - 06.2022
- Developed and implemented policies for reservations management.
- Monitored call volumes, answered calls, and resolved customer inquiries related to reservations.
- Responded promptly to all customer complaints regarding reservations services.
- Identified trends in customer feedback and adjusted services accordingly.
- Ensured compliance with government regulations related to hospitality industry booking practices.
- Generated reports on a daily basis summarizing reservations activity including cancellations, no shows.
- Coordinated activities between various teams within the organization related to reservations management.
- Assisted guests daily, providing exceptional service and effective problem-solving.
- Designed contracts, collected fees and booked events. Created and updated events packages. Confirmed food and drinks offerings with clients and back of the house.
Whatever Whenever Agent
W Melbourne
Melbourne, VIC
01.2021 - 06.2021
- Provided customer service to clients through phone and email communication.
- Developed customer relationships and ensured satisfaction with services.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Maintained accurate records of all customer interactions, process customer accounts and file documents.
- Assisted with room reservations, changes and cancellations.
- Provided information about the hotel's amenities, services and surrounding areas to guests.
- Maintained daily records of room availability and rates.
- Ensured that all guest requests were met promptly, courteously and efficiently.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; evaluating new office products; placing and expediting orders for supplies.
Reservations Manager
Angus & Bon
Melbourne, VIC
09.2020 - 01.2021
- Developed and implemented policies for reservations management.
- Monitored call volumes, answered calls, and resolved customer inquiries related to reservations.
- Collaborated with other departments such as sales, marketing, finance, and operations on strategies to increase covers and revenue at the restaurant.
- Answered inquiries regarding menu items, restaurant services, and special events or promotions. Collected feedback from customers about their experience at the restaurant.
- Enforced safety protocols while ensuring compliance with local health regulations.
Reservations and Hostess
Stanley
Brisbane, QLD
07.2019 - 05.2020
- Running the door and coordinating reservations in a +500PP restaurant
- Covering the front desk and undertaking all day-to-day administration duties at the office and communicating with staff, management and stakeholders
- Developed long-term relationships with customers to increase opportunities for repeat business.
- Demonstrated strong interpersonal skills when interacting with customers. Resolved any customer complaints or issues quickly and professionally.
Food and Beverage Attendant
Three Blue Ducks, W Brisbane
Brisbane, QLD
09.2018 - 07.2019
- Provided exceptional customer service to guests, ensuring their satisfaction with food and beverages.
- Building a rapport with customers by having a great knowledge of the product and the ‘honest food’ mantra of the ducks.
- Assisting with hosting, greeting customers, explaining menus and offering advice, taking orders, preparing bills and taking payments.
Premium Food and Beverage Attendant
Qualia, Hamilton Island
Hamilton Island, QLD
10.2017 - 01.2018
- Joined Qualia for 3 months as part of the required farm work to extend my working visa at the time.
- Greeted customers promptly and courteously, took orders accurately, and served food and drinks efficiently.
- Maintained a positive attitude towards coworkers and customers at all times.
- Effectively multitasked within fast-paced environment.
Digital Media, Office Assistant
Ah Rental
Barcelona, Spain
06.2015 - 02.2017
- Creating and managing content across media channels, organising photo-shoots and collaborations with clients and coordinating fairs stands
- Answered incoming calls in a professional manner and directed callers to the appropriate personnel.
- Performed data entry tasks into various computer systems accurately and efficiently.
- Assisted with special projects as needed by researching information on the internet or through other sources.
- Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.
- Managing all queries from clients in different outlets from the sale to the event including scheduling appointments, organising viewings at showrooms and walking customers through products and pricing, assisting with the setting up on the event and personally handling all follow ups through the sale for a better customer service experience.
- Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
- Organized office operations and procedures, such as managing calendars, scheduling appointments, preparing reports and maintaining records.
Duty Manager and Receptionist
Starsgym
London, United Kingdom
02.2014 - 06.2015
- Management of gym staff and personal trainers, ensuring the smooth running of club daily operations, servicing of potential and new members, answering all membership queries and accountable of all member complaints and equipment issues.
- Processed membership applications and payments accurately and efficiently. Provided information to members about promotions and marketing campaigns.
- Provided information on class schedules, pricing plans, and available services.
- Booked classes and personal trainer sessions for clients, issuing equipment, handling payments and performing all administration related duties on daily basis.
Receptionist and Meeting Venues Assistant
MWB Business Exchange
London, United Kingdom
04.2013 - 02.2014
- Performed all front of the house duties including checking in visitors and issuing security passes besides all day to day administration
- Showed meeting rooms and office spaces to potential renters, booking private meeting rooms for clients and setting the meeting rooms for events and needs e.g
- Organised AV equipment, presentation materials, food and drinks.
- Greeted visitors and provided them with assistance. Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel. Scheduled appointments for clients, customers, and other visitors.
- Responded to inquiries from internal staff members regarding office operations issues such as mail delivery or office equipment maintenance. Assisted with special projects assigned by management when required.
Education
Bachelor of Arts - Media And Communications
University of The Arts of London
London06.2016
Skills
- Strategic Planning
- Project Management
- Business Forecasting
- Sales Generation
- Improving Processes
- Customer Service Expert
- Staff Management
- Financial Monitoring
- Multitasking And Organization
Other Skills And Training
- First Aid
- Full international and Australian Driving license
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Catalan
Native/ Bilingual
French
Elementary
Timeline
Guest Service Manager
Cutler & Co. & Marion Wine Bar
06.2022 - Current
Events & Reservations Manager
Robata
05.2021 - 06.2022
Whatever Whenever Agent
W Melbourne
01.2021 - 06.2021
Reservations Manager
Angus & Bon
09.2020 - 01.2021
Reservations and Hostess
Stanley
07.2019 - 05.2020
Food and Beverage Attendant
Three Blue Ducks, W Brisbane
09.2018 - 07.2019
Premium Food and Beverage Attendant
Qualia, Hamilton Island
10.2017 - 01.2018
Digital Media, Office Assistant
Ah Rental
06.2015 - 02.2017
Duty Manager and Receptionist
Starsgym
02.2014 - 06.2015
Receptionist and Meeting Venues Assistant
MWB Business Exchange
04.2013 - 02.2014
Bachelor of Arts - Media And Communications
University of The Arts of London