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Stefan Conrad

Stefan Conrad

Senior Customer Agent

Bosch / Lufthansa

Golborne

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Bosch Communications / Lufthansa

Senior Customer Agent

Complaint handling, research, conclusion and provide a solution to the passenger via phone or email
Registration of Feedback according to Lufthansa Standards
Forwarding Feedback to other Star Alliance Partners for further handling
Supporting the Team Leader to reach the monthly target.
Responsible for adjusting the Targets for other Agents.
Responsible for submitting the correct hours to HR
I am currently on a Development Plan to get trained for the next Step

Career medium 01
Career
Career medium 05

Bosch Communications / Lufthansa

Customer Complaint Agent

Finished 2 weeks Lufthansa Training to use all available tools to resolve Customer complaints
Complaint handling, Investigation, Research and come to an amicable solution to resolve the complaint to the passnger via phone or Email.
Forwarding Feedback and requesting information from other Star Alliance Partners via Star Quest
Consistently attaining personal agreed targets and supporting the Team Leader
Registration of Feedback according Lufthansa Standards

Career

Radisson Blu

NIght Service Manager

Check In / Check Out of our guests
Preparation of our VIP arrivals, room blocking according to preferences and Membership Levels
Rooming of our guests and courtesy calls to ensure everything is alright
Preparation of possible book outs and follow up with Accounting and Executive Team
Training and supervision of Front Desk staff and trainees
Preparing the shift and holiday plan for the Night Team
Preparing all necessary reports for Accounting af the End of Day
Preparing the daily reports for the General Manager
Ensuring that all PCI Standards are followed all time
Complaint handling, follow up and resolution. If it is not possible hand over to the morning Duty Manager for further handling
Security walk to ensure all Health & Safety regulations are followed
Supporting Room Service at peak times during the night

Career medium 05
Career
Career medium 06

Le Meridien Piccadilly

Duty Manger / Night Manager

Check In / Check Out
Preparation of our VIP arrivals according Starwood Hotel's Standards and SPG Membership Level
Rooming of our guests to ensure that they have everything they need
Complaint handling, follow up an resolving
Preparing possible book outs and follow up with Executive Team in the morning
Preparing the Shift Plan for the Night Team
Provide training to the Front Desk Team
Implementing and ensuring that all Standards were fulfilled
Balancing and preparing the reports for Accounting and Executive Team
Detailed Handover to the morning Duty Manager and Executive Team
Daily Front Desk Duties

Career

Le Meridien Munich

Reception Manager

Le Meridien Munich

Night Manager

Le Meridien Munich

Night Auditor

Grand Hotel Schloss Bensberg

Night Auditor / Manager

The Regent Berlin

Night Manager

Intercontinental Hotels

Night Auditor

Main Plaza

Night Auditor

o2 Germany

Sales Assistant

Elementary School and Junior High School

Exam

School for Hotel Business

Learning all aspects of Hotel Industry