Consummate professional within Tourism and Hospitality Industry with strong work ethic and superior practical and organizational skills, I culminate in guest relation, provide all the skills to assist and monitor work with a dual goal which is to efficiently ensure the highest degree of client satisfaction and enhance company image and reputation.
Supervised the management of the front office, housekeeping, reservations, sales, Spa, massage parlour and conference room of a four-star boutique hotel made up of 12 luxury suite apartments.
My work also included planning work schedules, handling reservation processes, updating and maintaining relevant administrative, statistical and financial records, ensuring that events and conferences run smoothly, carrying out inspections of rooms and property; and accurately completing various administrative and financial tasks. I served as the main point of contact for suppliers and contractors of outsourced services which required maintaining all inventories for purchasing, re-ordering and receiving on behalf of all hotel departments.
Detailed Description
Directed and ensured smooth running of the reception operations. Improved office efficiency by implementing multilingual framework forms and time organizational measures; established strategic alliances with same-category establishments by checking mutual occupancy rates in a “win-win” collaboration to aim for full occupation.
Planned and personally organized groups, corporate clients and international convention delegates; fulfilled special accommodation and reservation requests wherever possible; coordinated their travel arrangements (air and ground transportation), organized in-house meetings, luncheons, dinners and cocktail receptions.
Introduced yield management to control labor cost, provided guidance and delegated responsibilities to staff members for a total organizational coordination of operations; advised staff members on reducing unnecessary expenses to increase profitability achievements; provided a great working environment where every team member is valued and motivated to be more than an employee but an asset who builds the brand through top-notch customer services; instilled a “can-do” frame of mind which resulted in optimized performances and increased profitability; fostered openness and availability to solve problem/complaint and thereby reduced the staff turnover to zero in 2011 and 2012.
Coordinated all activities related to the meeting spaces; communicated to employees about upcoming events; oversaw full inspection of function room according to event specification; responded to special guest requests in a timely manner; review processes and identified what could be improved (this was successfully completed for Allianz Insurance and the Nortia company in 2011 and 2012).
Preserved customers’ loyalty and contributed to significant improvements in guest satisfaction rankings on Booking.com (2008 to 2012); lifted the hotel from the #17 to the #2 position on Trip Advisor’s 2012; earned recognition of Chopard, Coutts Bank (2012), Kraft Foods Company (2011 & 2012) and Estee Lauder (2008 to 2012) for excellent performance.
