Robert Iordache

Experience

• 

  Ramada Hotel & Suites by Wyndham

  Oct 2013 - Aug 2019

  Ensure exceptional guest experiences by overseeing the front desk operations, including check-in/check-out procedures, reservations management, guest inquiries, and complaint resolution. Train and motivate front desk staff to provide friendly, efficient, and personalized service.Hire, train, schedule, and supervise front office personnel, including receptionists, concierge staff, and bellmen. Foster a positive work environment, promote teamwork, and provide guidance and support to enhance staff performance and professional development.Implement and maintain efficient front office procedures, systems, and technologies to optimize guest service, streamline operations, and minimize errors. Continuously assess and improve processes to enhance guest satisfaction and operational productivity.Oversee the reservation process, monitor room availability, and manage room allocations to ensure efficient utilization of rooms and maximize revenue potential. Coordinate with housekeeping and maintenance teams to ensure timely room readiness and maintenance.Maintain high standards of cleanliness, service quality, and adherence to brand standards. Conduct regular inspections and implement corrective actions as necessary to ensure consistency and excellence in guest service. Show less Assign tasks, provide guidance, and motivate team members to ensure smooth operations and exceptional guest service.Coordinate front office operations, including managing room allocations, coordinating with housekeeping for room readiness, and ensuring adequate staffing levels to meet guest demands.Assist in managing reservations, including processing bookings, modifications, and cancellations. Maintain accurate room inventory and coordinate with other departments to ensure seamless guest arrivals and departures.Assist in training new front office team members, including familiarizing them with standard operating procedures, systems, and customer service expectations. Provide ongoing coaching and support to enhance their skills and knowledge. Show less Provide exceptional customer service by welcoming guests, assisting with check-in and check-out procedures, and addressing guest inquiries, requests, and concerns in a professional and friendly manner.Assign rooms to guests based on their preferences and availability. Coordinate with housekeeping to ensure rooms are cleaned and prepared for guest arrivals. Monitor room availability and update the room inventory system.Collect guest payments, process credit card transactions, and maintain accurate records of financial transactions. Adhere to the hotel's cash handling and payment policies, ensuring confidentiality and accuracy. Show less

  • Front Office Manager

    Oct 2018 - Aug 2019

  • Front Office Shiftleader

    Feb 2015 - Oct 2018

  • Front Office Receptionist

    Oct 2013 - Feb 2015
• 

  ORACLE Romania

  Aug 2019 - now

  Proactively managed a portfolio of key client accounts, serving as the primary point of contact and trusted advisor.Developed and executed customer success plans to align with clients' goals, resulting in increased customer satisfaction and retention.Conducted regular business reviews with clients to assess performance, identify growth opportunities, and drive account expansion.Collaborated with cross-functional teams, including sales and support, to ensure seamless onboarding, training, and issue resolution.Utilized data analytics and customer feedback to gain insights into product usage, identify potential risks, and provide actionable recommendations.Act as an advocate for customers within the organization, providing valuable feedback and insights to influence product roadmap and enhancements. Show less Lead and coordinate the response to critical incidents, ensuring a swift and structured approach to minimize the impact on business operations and customer experience.Determine the appropriate escalation procedures and ensure incidents are escalated to the appropriate teams or management levels based on severity, urgency, and impact.Conduct thorough investigations to identify the root causes of incidents, analyze trends, and implement corrective actions to prevent recurrence.Communicate incident status, updates, and resolution plans to stakeholders, including management, customers, and other relevant teams, ensuring transparency and effective communication throughout the incident lifecycle.Maintain detailed records of incidents, including incident reports, timelines, actions taken, and lessons learned, to facilitate post-incident analysis and continuous improvement. Show less Provide prompt and efficient technical support to hotel staff, including front desk agents, IT personnel, and end-users, to resolve hardware, software, networking, or system-related issues. Troubleshoot problems, diagnose faults, and offer timely resolutions.Conduct training sessions for hotel staff to enhance their technical proficiency and maximize the utilization of hospitality systems. Provide ongoing support and guidance to ensure smooth system usage and optimize operational efficiency.Manage and resolve technology-related incidents and service requests by following established procedures and service level agreements (SLAs). Prioritize and escalate incidents as necessary, coordinating with vendors or IT teams to ensure timely resolutions.Maintain accurate documentation of system configurations, troubleshooting procedures, and support activities.Collaborate with technology vendors, service providers, and internal stakeholders to address system issues, coordinate upgrades or enhancements, and ensure effective communication and collaboration.Adhere to industry standards and best practices for data security, privacy, and compliance, such as Payment Card Industry Data Security Standard (PCI DSS). Implement security measures and assist in audits or assessments as required. Show less

  • Customer Success Manager

    Apr 2022 - now

  • Incident Manager

    Jan 2020 - Apr 2022

  • Support Engineer

    Aug 2019 - Jan 2020