Manon Rouel

Experience

• 

  Lufthansa

  Oct 2007 - Aug 2008

  Customer Service Representative

  Responsible for provided telephone support to customer calls • Product information for customer enquiries• Resolution of customer complaints• Lufthansa Loyalty program enrollment• Conversion of call queries into sales• Achievement of performance targets regarding quality, sales and handling times

• 

  Egans Guesthouse

  Oct 2008 - Mar 2012

  Front Office Manager

  Responsible for the running of the Front Office of a traditional Irish guesthouse• First point of contact for all guest queries• Guest check in, check out including billing procedures• Responsibility for reservations, booking modification, cancellations• Completion of weekly payroll for all staff• Stock control and purchasing (supply orders for food, linen and various sundries)

• 

  Kellys Hotel, Dublin

  Apr 2012 - May 2017

  Hotel Manager

  Management responsibility for the daily operations of 2 busy boutique hotels• Reporting to directors on business performance and outlook• Working with directors to agree personal and business goals• Guest relations management• Issue troubleshooting and resolution • Following up on guest feedback in an efficient and professional way• Booking Engine optimisation and Yield Management • Formulating and implementing effective marketing strategies• Periodic inspection of rooms and facilities, to ensure highest standards are maintained• Leadership, supervising and training of staff from all departments• Hiring and rostering of all Hotel staff Show less

• 

  Clayton Hotel Cardiff Lane & Conference Centre

  Jun 2017 - Jun 2023

  Leading the Front Office Department across all shifts • Providing my team with the training, tools and time required for their development• Recruitment, team building and staff engagement• Ensuring Standard Operating Procedures (SOP) are updated and adhere to• Follow through guest feedback and complaints to improve customer service• Provide corrective training as required• Ensuring rosters, holidays and payroll are accurate at all times and readjusted as required• Encouraging upselling and cross selling• Generate sales leads and communicate to our Sales & Marketing Department• Follow through any billing discrepancies and outstanding payments Show less Monitoring customer service through all departments of a busy 4* deluxe hotel • Managing the TrustYou platform• Answering all reviews in a prompt and professional manner• Dealing with guest complaints as they raised and follow through as required• Carrying out investigation and understand any trends or repeated complaint• Liaising with departments to ensure corrective training is implemented• Ensuring the complaint has been resolved in a satisfactory manner• Chairing of the weekly complaints meeting• Sharing all positive reviews towards staff and management• Encouraging guests to share their feedback online• Meeting all long stay guests and update our regular guest board Show less Assisting the Senior Management Team in the daily operations of a busy 4* deluxe hotel • Managing different key departments depending on the business needs – Food & Beverage, Meeting & Events, Front Office, Reservations, Human Resources• Guest Relations Management• Recruitment, team building, staff engagement, team development and succession planning• Maintaining rosters in line with forecasted business needs• Developing and implementing SOP• Training all staff on SOP including Health & Safety requirement, incident reporting, etc.• Chairing of the monthly Health and Safety meeting Show less

  • Front Office Manager

    Oct 2021 - Jun 2023

  • Guest Relations Manager

    Jun 2019 - Sept 2021

  • Assistant Operations Manager

    Jun 2017 - May 2019
• 

  O'Callaghan Collection

  Jul 2023 - now

  Group Training Manager

  Designing Training to match business needs Delivering Training in-line with our company vision and valuesCreating new training tools and materials adapted to today's learning environment Identifying skills gaps in order to develop Personal Development Plan for our employees Maximising the use of our Learning Management SystemEnsuring our company is always compliant with Health & Safety Training