Nadia Didani

The Westin Experience Specialist role, is one of a concierge front desk agent who deals with all Marriott Bonvoy Elite Members & their special requests to ensure an exceptional , enhanced stay at the hotel.

• Understanding and becoming familiar with all Marriott Bonvoy Elite Member Tiers and their Benefits.
• Fully competent in MGS ( Marriotts International Global Intranet and Business Application Gateway ) , GXP ( Guest Experience Platform ) and Lightspeed hotel PMS systems.
• Checking in and checking out guests, providing information about their stay , addressing billing enquiries , issuing folios etc.
• Sending out Pre-Arrival emails accordingly , informing guests of hotel procedures, facilities, amenities and upcoming projects.
• Communicating with Elite Members via email thread, addressing their requests / concerns and providing tailored experiences for their stay. Establishing professional relationships with frequent guests.
• Monitoring GXP, in app chats , creating cases and reviewing gps screens. Dispatching calls to correct departments.
• Monitoring phones, for both internal and external calls. Assisting guests with any queries and reservation modifications they may have.
• Creating reservations where necessary - creating Back to Backs, cancelling reservations, posting any room charges , adding correct hotel codes and taking advance deposits.
• Taking IN ROOM DINING orders, using POS silverware systems to input orders and liaise with the restaurant staff in regards to orders.

Wrights of Howth - Dublin Airport, Ireland.

September 2011 - Present.

Manager - retail / food & Beverage.

A well known Family run business , Wrights of Howth , is known for its award winning Smoked salmon , its Irish food products and its Irish and locally sourced gifting items.

Located in Dublin Airport , Terminal 1.

• Key holder
• Cash handling - till cash & card transactions, tallying & closing tills beginning & end of shifts. Lodgement counting, handling and computer input. Safe access.
• Staff Training - introducing new staff ,providing in house , training applicable to both current and new employees. Ensuring all airport safety training is provided prior to starting. Ensuring all applicable HACCP , Manual handling & Barista training is provided and up to date where necessary.
• Interviewing potential job candidates.
• Ensured Timepoint and Clock in systems were up to date.
• Developed and maintained professional relationships with staff ,customers and suppliers. Ordering and responding to emails to ensure all parts of shop are fully stocked accordingly.
• Rosters/ Rotas.
• Dealing with customer interactions, complaints, feedback and queries.
• Responsible for shift , employees on shift and running of shop / shops.
• Contributing new ideas and suggestions for better service.

Dublin Airport , like any international airport, is an extremely fast paced environment that requires focus , efficiency and diligence.