Manuela Guericke-Jones

General office and administrative support, dealing with phone calls and emails, setting up appointments, running errands.

After successfully applying for a K1-Visa in 2008, I moved to the United States in February 2009 and began the process of applying for a Green Card, which I received in September 2009. I am ready to rejoin the workforce and look forward to doing so as soon as possible.

• Processed new bookings by answering enquiries, sent out information, looked for opportunities to ‘up-sell’ and increase the value of bookings • Arranged and undertook prospective client show-rounds ensuring the most positive impression possible and encouraging new bookings and booking development • Liaised with the Event Team to ensure client contracts and associated documents are issued, and provisional bookings are followed-up for booking confirmations • Worked closely with the Business Development & Sa

• Processed new bookings, set up and maintained ‘Job packets’ and booking systems • Arranged meetings and show-rounds with Event Managers and Managing Director • Issued client contracts and associated documents, confirmed final details before events • Provided a professional and welcoming registration service, dealt with daily queries and changes • Updated and maintained client data base • Maintained all office equipment including photocopiers, fax machines etc, engaging external help as required • Provide

• Led a team of four Reservations Agents to ensure quality and quantity targets are met • Supervised the daily running of the Reservations department in co-operation with the Reservations Manager • Trained new employees and kept staff apprised of policy and procedural changes • Monitored the progress and completion of work deadlines and adjustments • Assisted staff and handled escalations of queries and complaints • Discussed, investigated, and ensured successful resolutions to customers requests, problems

• Administered and accurately updated all electronic business databases, i.e. prices and availability • Dealt with customers and agency queries and took appropriate action, negotiated confidently and successfully with all customers • Promoted to Reservations Supervisor through proven leadership skills

• Received and processed customer reservations, handled all incoming online bookings • Updated and maintained customer records, corporate account allocations and clientele • Calculated and handled client deals concerning special arrangements and pricing

• Operated Hotel Switchboard, handled cash / Credit Card transactions • Dealt with all Check In / Check Out queries, Concierge duties • Improved knowledge of the Hotel Software Fidelio, reviewed and cascaded updates to all relevant staff

Three-year apprenticeship coupled with a vocational business school degree for Specialist in the Hotel and Hospitality Business; supervised by the German Chamber of Industry and Commerce (A.A. equivalent)