Miriam Antin

Experience

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  Hotel Condes de Barcelona 4*

  Jun 2008 - Sept 2008

  Bar Staff

  * Taking orders and serving guests following company standards.* Bartender tasks (Cocktails preparation, mise-en-place, etc)

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  Hilton Dublin Airport

  Oct 2008 - Jun 2012

  * Coordinate and supervise the receptionists tasks. * Oversee the entire Front Office operation to maintain high standards.* Evaluate levels of Guest Satisfaction and monitor trends, with a focus on continuous improvement.* Ensure Regular and VIP Guests are recognized and that the FO Department operates with a sales attitude promoting the hotel's brand loyalty scheme. * Set work schedules and payroll. * Attending to daily meetings in the hotel to ensure good communication through the different departments such as F&B and Housekeeping.* Keep the team informed about the events and groups staying in the hotel and also make sure team members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of local area. * Train TM's on new policies and practices. * Covering Front Office Manager in her absence. * Monitor staffing levels to meet cover business demands.* Monthly communication meetings .* Assist with other departments if necessary.* Follow up guest complaints and take responsibility in each particular case. Show less

  • Supervisor & Assistant Front Office Manager

    May 2009 - Jun 2012

  • Front Office receptionist

    Oct 2008 - Apr 2009
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  Hilton Barcelona

  Sept 2012 - Dec 2016

  Front Office Supervisor

  * Coordinate and supervise front desk agents and trainees tasks. * Ensure Regular and VIP guests are recognized using the CRM (Customer Really Matters) report to guarantee our guests an excellent stay. * Supervising the front desk team, focusing to obtain all goals and objectives planned for the year.* Make sure the communication is fluent between departments * Pay particular attention to SALT Results received over OnQ Insider from HHonors guests and non members. * Analyze results to specify weaknesses and strenghts of guest stays at our propert in order to improve.* Push the team in upsells and HHonors enrollments in order to achieve the target.* Set work schedules and payroll.* Being a Member of the Blue Energy Committee as a Guest Service Champion. * Covering Front Office Manager in his absence. * Train Team Members on new procedures and policies. * Complaint handling. Show less

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  Princess Hotels & Resorts

  Jan 2017 - Aug 2023

  Front Office Manager at Negresco Princess Hotel

  * Create a best-in-class guest experience by engaging with guests, providing friendly courteous service, anticipating guest needs, increasing guest loyalty, and maintaining relationships.* Lead the team by supporting in daily tasks and enhance their personal growth.* Guarantee a good working environment and the integration of new members.* Analyze the KPI’s of the department and compare with objectives and results.* Ensure that quality standards are met in the hotel to achieve client satisfaction.* Complaint handling and reply customer's reviews on Booking, Expedia, etc.* Regularly conducting Front Office staff meetings for the purpose of keeping the staff informed, providing training and ensuring that associates are safety conscious and trained in safe work practices.* Have a thorough knowledge of hotel fire regulations and policy, accident reports and safety programs Show less

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  Tembo Barcelona

  Sept 2023 - now

  Rooms Director