Léa Petit

Accompagnement de 10 puis 23 Hospitality Managers dont les missions regroupent l’accueil, l’animation événementielle et les services de conciergerie d’hôtels d’entreprise. Répartis sur 7 puis 10 sites en Île de France et en région (Rhône Alpes, Hauts de France, Alsace) Réalisation et mise en place de process Gestion du planning des équipes Gestion des urgences et coordination avec les interlocuteurs concernés Réalisation des Entretien de Développement des Hospitality Managers Contact direct des gestionnaires des bâtiments, Builiding et Assets managers Correction des KPI mensuels, trimestriels, semestriels et annuels envoyés à nos clients (fréquence différente selon les sites) Présentation de l’ensemble de nos KPI à nos interlocuteurs directs (gestionnaires, building ou assets managers) Reporting à la Directrice Générale de la filiale

Skills: Gestion de la relation client (CRM) · Customer Service · Gestion du service client · Satisfaction client · Gestion de projet · Hospitality · Assistance administrative de direction · Administration · Communication · Sens de l’organisation · Gestion du temps · Service clientèle · Créativité

173 rooms and apartments. Management of 7 head of departments (300 staff on the field). Link between the field teams, their heads of departments and management, guarantor of the good management of the hotel, daily presence in the field, creation of procedures, implementation and adaptation of those instilled by the head office or the regional manager. Setting up of “ALL Safe” processes and got the accreditation.

Of 2 boutique hotels (31 and 38 rooms) part of Hotels En Ville network. Managing a team of 8 receptionists. Implementation of processes in order to standardize methods between the two hotels (recently recovered by the same owner and management), control of those processes on a daily basis, administration of the debit balance, creation of internal medias of communication, recruitment and training of the new arrivals, management of the employees planning and of the e-reputation, substitute of the general manager during her leave.

Creation of a new brand identity : The Level, a 5 stars 93 rooms hotel in a 4 stars 369 rooms hotel. Manager of a team of 2 receptionists, 2 head waiters and 1 assistant. Working in close collaboration with the communication, sales, revenue management, reservation, F&B, guest experience, human ressources and financial departments. Make sure the guest and the employees well-being remains the priority at any Level.

369 rooms, 2 restaurants, 1 bar, 850 square meters of meeting and events area, The Level Services provided by this hotel located in the heart of La Defense. Manager on Duty Directed linked to the direction of the hotel to carry out diverse projects in the hotel in the following departements : Room Divisions, Food and Beverages, Human Ressources, Sales

Student job Cashier and receptionnist - Open and close the cash register - In charge of the Welcome Desk and 2 or 3 receptionnists - Welcome the clients and assist them in the store - Assist the guests in good returns procedures - Settle the island display in the cashier area (stocks and orders) - Analyse the sells figures and improve it daily - Sell the different services of the company (loyalty card, Alsolia, gift cards) Work as a team for the benefit of the store Work with total independance for some specific tasks

6 Months internship at the front desk of this 281 and 5 stars hotel rooms - Guest service officer and lobby ambassador : in charge of welcoming the guests upon arrival and along their stay - Check-in / Check-out the guests - Following their stay throught courtesy calls and answering any questions they might have - Service center, operator : pick up the calls and answer or release them to the relievent departement - In charge of the executive lounge cocktail : make sure everything is settled before the guests arrival (follow up with the kitchen, the bar and the stewards) and serve them upon arrival until the end of the cocktail - VIP procedures to achieve : fruit basket to follow up with the kitchen and the F&B department, follow up the VIP procedures in the rooms (with the housekeeping team) and upon arrival - Welcome the cabin crew Garuda airlines : follow up with the operators and the front desk before their arrival. Check them in according the Pullman Garuda Cabin Crew procedures. - Trainned new trainees at the front desk for the Pullman Procedures

Student job after a summer job Cashier - Open and close the cash register - Welcome the clients and assist them in the store - Settle the island display in the cashier area (stocks and orders) - Analyse the sells figures and improve it daily - Sell the different services of the company (loyalty card, Alsolia, gift cards) Seller in the Fitness/Dance/Combat Sport/Nutrition section - Help the customer along his choice - Settle the section (receipts, make sure the aisles are always clean) - In charge of the Dance area (figures, merchandising) - Sell the different services of the company (loyalty card, Alsolia, gift cards) Work as a team for the benefit of the store Work with total independance for some specific tasks

2 Months Work Placement Creation of a competitors study - Analyse the different elements of comparison - Strengh and Weaknesses of the company and its competitors Assist the front office manager in his daily tasks - Check-in/Check-out - Get to know the reservation system - Assist the guest during his stay and guest service daily tasks

Event Caterer Company Helped during weddings and receptions - Setting up the place (flowers, buffet, cuttlery...) - Waiter during the event Helped at the food store - Take orders, preparation of the orders when they booked in advance (during Christmas or New Eve) - Serve the guests and advice them

60 rooms Assist the head housekeeper in her daily tasks

Skills: Satisfaction client · Service clientèle

Skills: Satisfaction client · Service clientèle