Personal Information
Birth Date: 14 January 1978
Nationality: Romanian
Marital Status: Single
Hotel Work Experience
Butler Manager
at Raffles Praslin, Seychelles
5 ***** deluxe beach resort & spa
Seychelles
June 2013 - April 2014
Company Industry: Hospitality/Tourism
Department: Front Office
Responsibilities:
Monitoring and guiding the Butler department with 12 Butlers and an Assistant Butler Manager.
Staffing, training, development, discipline and evaluation of the butlers performance.
Issuing the rota on weekly basis for the butlers.
Ensuring butlers deliver the Raffles touch by providing pro-active personalized service
Ensuring that tactful up-selling is optimized and hotel products and facilities are utilized to the utmost by all guests.
Ensuring that every aspect of butlers operations are regularized by Standard Operating Procedures/ LQA standards.
Informing other operating departments of matters related to Butler operations, notably Front Office to ensure VIP status and other such information, as well as Housekeeping, Engineering, Laundry, Sales, Food & Beverage, Reservations etc.
Ensuring that the consumption of resident supplies is under control.
Checking in the guests upon arrival, giving orientation of the resort facilities and in some cases doing the villa orientation as well.
Meeting visitors visiting to get familiar with the resort and its facilities and walks them around the resort personally.
Ensuring that all VIP guests receive appropriate amenities.
Keeping close contacts with the guests while they are on the resort to ensure all is well with them.
Preparing the daily newsletter with all the hotel activities and ensuring that all the guests receive it on daily basis.
Assisting in monitoring and controlling departmental cost on an ongoing basis to ensure performance against budget.
Assisting in the preparation of the hotel strategic plan and goals programme.
Performing any other additional responsibilities that the superiors may assign.
Guest Services Manager
at Komandoo Maldives Island Resort,
4 **** plus deluxe boutique resort & spa
Maldives, Lhaviyani atoll
November 2011 - October 2012 (1 year)
Company Industry: Hospitality/Tourism
Department: Front Office
Responsibilities:
Responsible for all the activities that comprise guest service and will encompass Front Office, Guest Relations, Guest Entertainment and Food and Beverage Services.
Takes over the responsibilities of the Resort Manager in his absence from the island (for one month vacation and days off) and assists the Resort Manager in the day to day operation.
Responsible for staffing, training, development, discipline and performance of Front Office/Guest Services personnel and supervises the staffing of other front line departments.
Responsible to ensure that every aspect of front line operations are regularized by Standard Operating Procedures.
Meets all visitors visiting to get familiar with the resort and its facilities and walks them around the resort personally.
Ensures that all VIP guests receive appropriate amenities.
Walks around at least twice a day to ensure the good health and appearance of the resort and to greet the guests along the way.
Keeps close contacts with the guests while they are on the resort to ensure all is well with them.
Responds to all guest complaints received directly from the guests as well as from tour operators to its logical conclusion. Attends to all guest complaints, analyses, resolves and records.
Plans, organizes and supervises daily guest entertainments, repeater guests’ parties and annual special events like Christmas, New Year, Valentines, Easter and special events like renewal of wedding vows, candle light dinners, etc.
Ensures all guests receive the guest questionnaire, collects them, tabulates them, prepares a summary, distributes to all concerned and conducts an evaluation meeting at least once a week.
Ensures that the last minute bills are settled without disputes.
Responsible to collect shift end cashier reports with cash drops, check them, prepare daily cash reports, and hand over the collections to the General Cashier every week.
Performs any other additional responsibilities that the superiors may assign.
Guest Relations Manager
at Sonesta Beach Resort Taba
5 ***** beach resort
Egypt, Nuweiba
July 2009 - November 2010 (1 year & 5 months)
Company Industry: Hospitality/Tourism
Department: Front Office
Responsibilities:
Reports directly to the General Manager or to his delegate and communicates effectively with all Department heads on pertinent matters affecting guests satisfaction.
Enhances personal recognition and prompt attention to guests from their arrival through their departure.
Ensures that the VIP guests (repeater guests, Travel Pass members and other VIPs) receive special recognition and service.
Monitors the VIP and Travel Pass members arrivals and issues the daily VIP Guests Report to the attention of the General Manager and other concerned departments.
Handles guest complaints immediately and follows up on action thoroughly with the concerned departments. Answers guest complaints received through travel agents.
Handles the requests for orientations and FAM Trips, prepares the info material and the show rooms in advance and conducts the hotel orientations as per standard.
Collects and analyses the Guest Comment Cards and issues the monthly Guest Comments Report for the General Managers perusal.
Designs and maintains up to date guest info materials.
Acts as the main liaison between hotel management and tour leaders and other travel agents representatives, communicating effectively any matters pertaining to them and/or their clients.
Promotes hotel facilities, Travel Pass membership, special packages and up sales whenever possible.
Performs other related duties and special projects as assigned.
Executive Secretary
at Le Meridien Al Aqah Beach Resort, Fujairah
5 ***** luxury beach resort & spa
Fujairah, United Arab Emirates , Al Aqah
July 2007 - September 2008 (1 year & 3 months)
Company Industry: Hospitality/Tourism
Department: Executive Office
Responsibilities:
Handling the correspondence for the General Manager (letters and e-mails), keeping an accurate agenda and organizing appointments and meetings; handling travel preparations and bookings.
Answering all guest comments and handling guest complaints and requests; meeting and assisting the VIP guests on behalf of the General Manager
Assisting the other hotel departments with various requests
Other administrative tasks
Executive Secretary
at Moevenpick Resort & Spa El Gouna
5 ***** beach resort & spa
Location: Hurghada, Egypt , El Gouna
July 2004 - June 2007 (3 years)
Company Industry: Hospitality/Tourism
Department: Executive Office
Responsibilities:
Assisting the PR Manager during the resort re-branding, creating and implementing the resorts correspondence and business templates, ensuring about the correct fulfilment of the re-branding issues in the whole executive area.
Assisting the PR Manager by supervising or conducting some photo shootings and filming in our hotel.
Designing diverse lay-outs for guests as: advertising, flyers, information brochures, web newsletters.
Designing and administrating the Mövenpick TV Channel in Power Point.
Keeping the statistics of the guest questionnaires in Excel and analysing data received on monthly basis. Presenting the results during monthly meetings.
Assisting Reservation department with the administration and maintenance of Fastbooking system (uploading rates, updating information about hotel, etc.)
Handling requests or complains from guests.
Handling Manager on Duty task on monthly basis.
Secretary to the Executive Assistant Manager
July 2003 - June 2004 (1 year)
Department: Executive Office
Responsibilities:
Helping Front Office Department to improve the accuracy of collecting data from guests by correcting the guests profile in FIDELIO and by issuing a Monthly Report of Progress in the Front Office activity.
Other administrative tasks.
Other Work Experience
Site Manager Assistant
at S.C. ASA Holding S.A. Bucharest
Location: Romania , Deva
November 2000 - June 2003 (2 years & 7 months)
Company Industry: Construction/Civil Engineering
Department: Administration
Responsibilities:
Creating and administrating an original database in Access for the evidence of all documents.
Translating technical documents from English into Romanian and from Romanian into English.
Preparing the Monthly Technical Report for Bucharest Office and other documents and reports in Word, Excel and Power Point.
Preparing correspondence, answering phones and handling general administrative duties, such as filing, faxing, copying and mailing.
Preparing the protocol for meetings, attending meetings in the absence of the Site Manager, maintaining in-office calendar and keeping track of schedules/appointments.
Bookkeeper
at S.C. BG Prosecom S.R.L. Deva, Romania
Location: Romania , Deva
February 1998 - July 2000 (2 years & 4 months)
Company Industry: Accounting/Auditing
Department: Finance
Responsibilities:
Receiving cash and check receipts
Maintaining ledger book and computer recording of accounts ( FoxPro )
Occasionally translating Microsoft Office and FoxPro documentation from English into Romanian
Education
American Hotel & Lodging Association - Educational Institute
Location: United States
- Supervision in Hospitality Industry Certificate, July 17, 2007
- Management of Front Office Operations Certificate ( with honors), April 23, 2010
Faculty of European Studies
Location: Babeș-Bolyai University, Cluj-Napoca, Romania
- Bachelor's degree in Political Sciences, January 2000
Training
• “Management by Objectives” – training provided by Mövenpick Area Training Manager, 2005
• “Conducting Appraisals” – training provided by Mövenpick Area Training Manager, 2005
• “Dealing with Conflicts as Management Task” – Mövenpick Corporate Training provided by Top Concept, 2006
• Training in OPERA v3.0 Front Office – ACT Company Egypt, 2006.
• Central Reservation System Training in Cairo – Mövenpick Corporate Training provided by the Head Office, 2006.
• “An Introduction to Situational Leadership” and “Coaching to Bring Out the Best in Others”, management development sessions facilitated by Ignite on behalf of Sonesta Hotels, Resorts and Nile Cruises, 2010.
• “Train the Trainer” Certificate – Crown & Champa Resorts, Maldives, July 2012
• Certified First Aid Responder – July 2012, Komandoo Maldives Island Resort
• “Fire Awareness Training” – Secura Company, Maldives, April 20, 2012
Skills
• Windows XP/ Vista
• MS Office 2007/2010 ( Word, Excel, Access, Power Point, Publisher,InfoPath, Outlook )
• Open Office v.2 - all the package
• Graphic Design using Inkscape, Adobe Illustrator, Corel Draw and other graphics software
• Web pages programming - beginner level, Internet excellent research skills
• Fidelio Front Office 6.2 and Opera V.3
Languages
Romanian: Mother tongue
English: Excellent
Italian: Very good
French: Very good understanding, good speaking
German: Beginner
LinkedIn References (link)
Chris Nargunam
Executive Assistant Manager at Kuredu Island Resort and Spa
<< Mirela has been "number two" in the resort operations and took total control in the absence of the Resort Manager. She is thorough in her knowledge and meticulous in operations. Her 'people skills' are commendable with guests, colleagues and visitors. Mirela is matured in her understanding, controlled in her emotions, committed in her responsibilities, innovative in her thinking, detailed in her planning, and complete in her execution. Loved by her team, she has been a very strong link in the management chain. It is a pleasure to have Mirela on the team. >>
October 14, 2012, Chris managed Mirela indirectly at Komandoo Maldives Island Resort
Abdel Hakim El Nahry
General Manager, Alamien Hotel and Club House at Emaar
<< Mirela is a highly recommended Guest relation manager. She is a hard worker, guest oriented, puts her heart in what she does and has a talent in creating eye catching material for guests. She is team player and was liked from all members of the team. Her accurate evaluation and analysis to guest comments was a good indication to the various managers in their approach to to guests. She always anticipated guest needs and played good team with RDM & F&B Dir to improve guest satisfaction. Mirela is consistent, attentive and accepts constructive criticism. >>
January 6, 2012, Abdel Hakim managed Mirela at Sonesta Beach Resort Taba
MIRELA BERGHIAN
Curriculum Vitae