Philippe Glaser
Vienna
Summary
Accomplished Reservations Manager at SO/ Vienna, adept in hotel management and customer service, I significantly enhanced booking processes and client satisfaction. Fluent in German and English, my leadership at DO & CO Hotel München led to improved staff training, operational efficiency, and an increase in positive guest reviews and ranking at OTAs. Proficient in Opera Cloud and Microsoft Office
Overview
10
10
years of professional experience
Work History
Reservations Manager
SO/ Vienna
06.2023 - Current
- Maintained strong relationships with key clients, resulting in repeat business and increased bookings.
- Assisted front office staff in managing walk-ins or last-minute changes during peak periods, maintaining smooth operations and guest satisfaction levels.
- Effectively resolved guest issues related to reservations, resulting in satisfied customers and positive reviews.
- Conducted regular audits of reservation records, maintaining accuracy and reducing discrepancies.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Set targets for employees to improve ranking on OTA plattforms with success and to strengthen motivation.
Front Office Manager
DO & CO Hotel München
12.2021 - 06.2023
- Acted as manager on duty in absence of GM
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Analyzed performance metrics to identify areas of improvement in front office operations, implementing changes for better efficiency.
Assistant Front Office Manager
DO & CO Hotel München
08.2021 - 12.2021
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Drafted employee work schedules to fill coverage gaps.
Front Office Supervisor
DO & CO Hotel München
10.2020 - 08.2021
- Pre-Opening Customizing the PMS system to the hotel’s requirements
- Coordinating all operational front office processes, as well as maintenance and housekeeping team
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
Senior Receptionist
25 Hours Hotels
02.2019 - 10.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Handled complaints and questions, and re-directed calls to other team members.
- Kept reception area clean and neat to give visitors positive first impression.
- Acted as first point of contact and set appointments for prospective clients.
- Provided administrative support for various departments during peak periods or absences of team members.
Front Office Agent
Hotel Monsigny
04.2018 - 09.2018
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Implemented a system to track lost-and-found items more effectively, increasing the return rate of lost belongings to their rightful owners.
- Updated hotel information systems regularly, enabling accurate record keeping and seamless communication between departments.
- Provided exceptional concierge services by making restaurant reservations or arranging transportation for guests upon request.
- Developed strong relationships with local businesses to provide personalized recommendations for dining or activities based on guest preferences.
Chef De Rang
Mama Thresl
12.2017 - 04.2018
Sales Assistant Central Asia
Gebrüder Weiss
06.2016 - 07.2017
Skipper Sailing Yachts
Suntours Sailing SL
09.2014 - 07.2016
Education
Bachelor of Arts - Tourism And Hotel Management (Incomplete)
FH Wien Der WKW – Bachelor Tourism Management
Vienna, AustriaHigh School Diploma -
Advanced Vocational School For Tourism
Semmering, Austria06-2012
Skills
- Staff training and development
- Opera Cloud and Microsoft Office
- Customer service and satisfaction
- Hotel management
- Rooms division oversight
- Problem-solving
Accomplishments
- Achieved a 35% increase in successful communication with guests on OTA plattforms by introducing SOPs for the reservations team.
- Implementation of the participation with the Accor Overflow callcenter with more than 300 calls taken per month by their agents, when the on-site hotel staff was busy, resulting in fewer missed bookings and improved guest experience when trying to reach the hotel
Freediving, Kitesurfing, Sailing
Part of the Austrian National Freediving Team - Participating in the 2019 World Championship in Nice, France
Charter Skipper for various groups and private charters for more than 10 Years, participation in various Regattas
Kitesurfing is a beautiful combination of working with the wind and the sea, more physical and more connected to the sea than sailing
Languages
German
Native or Bilingual
English
Native or Bilingual
French
Limited Working
Timeline
Reservations Manager
SO/ Vienna
06.2023 - Current
Front Office Manager
DO & CO Hotel München
12.2021 - 06.2023
Assistant Front Office Manager
DO & CO Hotel München
08.2021 - 12.2021
Front Office Supervisor
DO & CO Hotel München
10.2020 - 08.2021
Senior Receptionist
25 Hours Hotels
02.2019 - 10.2020
Front Office Agent
Hotel Monsigny
04.2018 - 09.2018
Chef De Rang
Mama Thresl
12.2017 - 04.2018
Sales Assistant Central Asia
Gebrüder Weiss
06.2016 - 07.2017
Skipper Sailing Yachts
Suntours Sailing SL
09.2014 - 07.2016
Bachelor of Arts - Tourism And Hotel Management (Incomplete)
FH Wien Der WKW – Bachelor Tourism Management
High School Diploma -
Advanced Vocational School For Tourism
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