Marta Japava

As a Guest Experience Agent during the pre-opening phase of a hotel, I had the opportunity to contribute to building service standards from the ground up while creating memorable moments and long-term connections with guests. My responsibilities included handling daily operational tasks, assisting VIP guests, resolving challenging situations, and arranging personalized amenities. I also welcomed guests, conducted show-arounds, and ensured smooth and efficient service throughout my shift. This role strengthened my ability to deliver exceptional service under pressure and reinforced my commitment to guest satisfaction.

• Managed nightly operations as Shift Leader, ensuring adherence to IHG standards.
• Executed night auditing tasks, including daily payment checks and system updates.
• Responded promptly to guest inquiries via calls and emails.
• Reported critical shift information to management for enhanced operational clarity.
• Provided guests with detailed information on available benefits.
• Efficiently resolved issues to improve guest satisfaction.
• Conducted day closure procedures as part of night operations.

• Streamlined check-in and check-out processes to optimise visitor experience.
• Resolved guest issues promptly to maintain high satisfaction levels.
• Managed incoming phone calls and emails with professionalism.
• Oversaw reservation agent responsibilities, ensuring efficient bookings.