Szilvia Bari

Experience

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  SUNBORN INTERNATIONAL (UK) LIMITED

  Jan 2002 - Jan 2004

  • Responsible for the smooth delivery and execution of Front Desk Tasks• Welcoming, escorting and rooming guests• Executed credit balance check, Pay Master clearance, Group account payments and cashiering, Room Allocation• Worked closely with supporting departments such as Housekeeping and Engineering to deliver highest arrival experience for our guests • Handling VIP guests request and guest complaints• Responsible for rooms reservations and related correspondence in the absence of the Reservation Department Show less

  • Shift Leader

    Jan 2003 - Jan 2004

  • Front Desk Representative

    Jan 2002 - Jan 2004
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  Hilton London Kensington

  Jan 2004 - Jan 2005

  Night Manager

  • Bound to achieve the highest hotel occupancy and ADR of the day before close of the day• Accountable for conducting Night Audit, Night Run, End of Day Credit Card Balance report, closing of the day in all F&B outlets in Micros, rate discrepancy check• Liable for the health and safety of all hotel personnel and in-house guests • In charge of fire evacuation of over 1000 hotel guests and on duty hotel personnel in case of emergency• Maintain high quality service standards at all time during the night operation• Implemented and maintain hotel reporting system that supports the Hotel Management and Corporate Office• Promoted to Reception Manager and Departmental Trainer after 8 months Show less

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  Hilton

  Jan 2005 - Jan 2007

  Reception Manager & Departmental Trainer

  • Attending Operation and Head of Department meetings• Performed responsibilities of a Duty Manager and Manager on Duty• Ensured that all guest requested are delivered on a timely manner• Designed off the job and on the job onboarding program and prepared Front Desk Associates for the role within 1 month• Created and implemented buddy system at the Front Desk and successfully established the department • Responsible for Health and Safety Audit and Training• Created operational SOPs, job descriptions and training plans• Drove Hilton Honors enrolment and exceeded departmental goals• Exceeded guest’s satisfaction score targets year on year (SALT) Show less

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  Dusit International

  Jul 2007 - Jan 2010

  Worked directly with the General Manager, oversaw the operation of the Rooms Division while championed Luxury Thai Hospitality values and service standards. Led the team of 70 Front Desk, Guest Relations, Lobby Ambassadors, Club Lounge Team, Concierge, Bell Team, Drivers, Telephone Operator. Designed and implemented departmental policies and procedures, SOPs, as well as guest recognition procedures. As a result, increased Market Metrics Hospitality Index customer survey results by 3% in 2009Created and administered annual and monthly Front of House budget, P&L, CAPEX report and Manning guide Developed and strengthened the relationships with all new and returning core customers and increased the returning customer base by 40% Implemented and drove front office upsell program and generated yearly above 2 million AED incremental revenue with average 4.6% RevPAR contribution year on year.Exceeded Front Office Budget by 5%Improved hotels’ GSS score from 67% to 87%Recruited Front of House personnel Managed career succession plans and performance reviews Show less • Organized arrival of VIP guests, regular guests, groups and loyalty members to reach maximum guest satisfaction.• Established strong relationships with hotel guests to maintain 100% customer retention in a competitive market environment• Prepared duty rota based on business level and arrival pattern.• Interviewed and Recruited talented Front Desk Personnel with the right hospitality attitude • Organized onboarding plans• Exceeded departmental training hour target• Created and Implemented standard operating procedures to ensure Show less

  • In charge of Rooms Division

    Jan 2009 - Jan 2010

  • Assistant Front Office Manager

    Jul 2007 - Jul 2009
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  TSA Solutions

  Aug 2010 - Jan 2021

  Carrying a complex role of Performance and Talent Consultant for over 200 5-star hotels in Europe, MEA and Asia. Providing solutions to increase customer satisfaction and maximize revenue.I play a pivotal role in developing and implementing revenue improvement strategies. Based on value at stake calculations I provide strategic and measurable solutions to increase profitability and customer satisfaction. I analyze industry trends, create market assessments to understand the competitive dynamics of the industry and recommend tailored solutions for the hotel partners. Show less

  • Performance Consultant - MEA

    Sept 2013 - Jan 2021

  • Training Consultant

    Aug 2010 - Aug 2013
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  Frontline Performance Group

  Jan 2021 - now

  FPG is the world leader in ENABLING HOTELS to MAXIMISE their Revenue Potential through their Frontline team. We support the implementation of service-based sales programs to increase incremental revenue, improve customer experience, and increase employee engagement, all powered by our state-of-the-art SAAS platform - IN-Gauge. We integrate with our client PMS and Service platforms to provide enhanced revenue visibility, comprehensive E-Learning, performance analytics and automated Frontline team engagement tools. We are trusted globally by the top names in the hospitality world, such as Hilton, Hyatt and Marriott and we have been delivering significant ROI for 30 years. No company has our breadth and depth of experience in Frontline Sales Performance. Show less Frontline Performance Group (FPG) believes in the potential of people and our proven ability to harness that potential to drive tangible frontline results that last. FPG transforms front desk operations into profit centers for leading hospitality, car rental and automotive brands worldwide by elevating the performance of their frontline team, while enhancing customer satisfaction. In 2020, FPG acquired TSA Solutions to become the world leader in frontline training and technology. For nearly 30 years, FPG has generated billions in incremental revenue for our clients through a proven system of proprietary training, ground-breaking technology and customized consulting. The end result is higher earnings, increased enterprise valuations, and an enhanced experience on both sides of the front desk—with engaged team members and happy customers. Visit www.frontlinepg.com for more information. Show less

  • Customer Success Manager

    May 2023 - now

  • Customer Success Consultant

    Jan 2021 - May 2023