Anca Vizitiu, Costumer Service Specialist

About

I am a hospitality professional, competent in data handling and customer service. I am very organized and excel at managing administrative functions, leading teams and coordinating facility services. My extensive experience in the luxury hospitality industry has taught me to be efficient and a multitasker. I can communicate in English, Romanian and Spanish and have basic conversations in Mandarin. I always strive to further develop myself professionally.

Experience

Career break

Nov 2021 – Present

Beijing

Career break

• An intentional focus on full-time parenting and household manager during the global pandemic; • Excited and energized to return to work; • Engaged in professional skill-building to increase knowledge of remote communication and project management programs, such as Zoom, Google Drive, Microsoft Teams and the Chinese e-commerce platform.

Wanda Vista Beijing Hotel

Feb 2019 – Nov 2021

Beijing

Guest Relations Manager

• Monitored guest services personnel for efficiency and accuracy of response to guest complaints. • Oversaw regulated greeting and internal processing of guests upon arrival. • Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival. • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates. • Oversaw the arrival experience and transportation for all VIP guests; Room Blockings, Meet and Greet, Check In, Rooming.

Shanghai Marriott Hotel Kangqiao

Aug 2018 – Jan 2019

Shanghai, China

Guest Service Manager

Shanghai Marriott Hotel Kangqiao - 08/2018 - 01/2019 • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates. • Established internal databases and recorded management systems to enhance accuracy and integrity of all documentation and data. • Resolved conflicts and negotiated mutually beneficial agreements between parties. • Managed front office operations: check-in, checkout, payment methods, VIP and groups room assigning, ensured rates match market codes. • Organized and conducted pre-shift and departmental meetings to disseminate pertinent daily information. • Trained and supervised front office staff in their operations. • Provided feedback to the Front Office Manager for performance evaluations and coach employees when needed. • Efficiently and correctly used Micros Opera, Vingcard, POS. • Evaluated and interpreted GSS (guest service satisfaction) platform in order to asses our hotels position on the market.

Grosvenor House A JW Marriott Hotel

Apr 2017 – Jul 2018

London, UK

Guest Relations Manager (Executive Lounge)

• Welcomed and acknowledged all VIP guests: check all VIP Arrivals on Opera, ensure that all VIP codes are updated assign rooms and check them before arrival. • Monitored guest services personnel for efficiency and accuracy of response to guest complaints. • Oversaw regulated greeting and internal processing of guests upon arrival. • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates. • Processed all payment types such as room charges, cash, checks, debit or credit. • Processed all check-outs including the resolution of any late and disputed charges; answer, record, and process all guest calls, messages, requests, questions or concerns.

Grand Skylight Hotel Management Co., Ltd

Aug 2014 – Feb 2017

Guandong Province, China

Guest Relations Oﬃcer

Grand Skylight Hotel Management Co., Ltd ,Grand Skylight International Hotel Shenzhen - Guest Relations Oﬃcer Shenzhen, China 02/2015 – 02/2017 • Streamlined check-in process to decrease wait times and increase customer satisfaction. • Investigated guest challenges and sources of dissatisfaction to offer timely resolution. • Answered guest inquiries and provided information regarding hotel services and amenities. • Provided guest assistance, including recommendations for tourist attractions. • Assisted guests with check-ins, account inquiries and any additional services needed. • Worked closely with more than 30 front office team members and organize workshops for them to decrease cultural barriers with an emphasis on English language through hotel vocabulary training and teamwork. Grand Skylight Hotel Management Co., Ltd , Shantou International Hotel - Guest Relation Officer Shantou, China 08/2014 - 02/2015 • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism. • Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles. • Recommended hotel services or amenities that guest may find useful. • Coordinated all VIP amenities with Housekeeping, Room Service, Concierge, Front Office, Reservations and Sales. • Develop new ideas for cost effective guest amenities.

Education

Alexandru Ioan Cuza University Iasi, Romania

Oct 2008 – Jul 2010

Master of Science, Human Resources Management

Alexandru Ioan Cuza University Iasi, Romania

Oct 2005 – Jul 2008

Bachelor of Science, Hospitality Management

Anca Vizitiu

Costumer Service Specialist

Skills

Languages