Laura Hermann

-Improving quality standards -Monitoring all hotel operation -Faciliating proactive solutions by collecting and analyzing quality data -Handling guest requests and complaints -Complaint Management within the hotels and external partners -Customer service -Working close together with travel agents -Organizing events within the hotels -Responsible for review portals

-Handling guest requests & complaints -Inspecting guest rooms for VIP arrivals -Conducting hotel orientations for tour operators FAM trips -Organizng, selling and promoting excursion programs, special events -Coordinating special requests of high profile VIP visits -Check-in & check-out procedures -High skills in Opera -Responsible for Tripadvisor

-High skills in Opera -Check-in & check-out procedures -Billing instructions -Room move procedures -Room inspections for top VIP guests -Care of VIP arrivals -Conducting hotel orientations for tour operators FAM trips -Handling guest requests & complaints -Responsible for Tripadvisor, Holidaycheck

-Highly based knowledge in Fidelio -Customer Service -Excellent complaint & request handling -Responsible for Tripadvisor, Holidaycheck, Zoover -Room inspections for VIP guests -Conducting hotel orientations for tour operators FAM trips -Organizing events -Front office skills

-Giving lectures to guests in different hotels -Excellent in complaint handling -Responding to clients' queries (this may involve being on duty for set times each day) -Dealing with unforeseen 'non-client' problems, e.g. flight delays, coach strikes, weather conditions -Resolving any conflict with or between clients -Establishing and maintaining relationships with local hoteliers -Checking hotel standards and safety procedures -Selling and organizing excursions and other activities

BWL, Hospitality Management, Destination Management, Health & Medical Tourism