Effectively monitor all facets of the operation including P&L, budgeting, cost control, purchasing, and quality control. Ensure excellence through selective recruitment/hiring and by providing standardized training to employees on all aspects of the operation then consistently monitoring performance. Evaluate associates’ training requirements and service improvements areas. Establish challenging objectives and lead a high performing team of service hosts, cashiers, servers, and staff in the delivery of exceptional quality and customer service. Manage the database the departmental training program attended by all employee with relevant details of training. Established a professional and progressive working environment that promote and improve teamwork. Efficiently designed and employed communication tools and channels for the dissemination of information and workflow in the section. Absorbed volumes of technical information, identified competency gaps and requirements and developed a departmental annual training plan to achieve all bottom-line results. Executed quality checks procedures and constantly managed the standards in line with policies. Participated in shift briefings and delivered input on training activities and gathered feedback on challenges with regards to service gap.
Led all operational functions including P&L statement, reception, concierge, guest relations, departmental cost, purchasing, sanitation, hiring, training, and scheduling. Guaranteed excellence through selective recruitment/hiring and by providing standardised training to employees on all aspects of the operation then consistently monitoring performance. Ensured that guest receives prompt attention and personal recognition throughout the hotel. Achieved 100% customer satisfaction and delivered assistance in retaining a comprehensive, current and guest focused set of departmental standards and procedures. Collaborated with upper management in the preparation and management of the department's budget. Effectively monitored and controlled departmental costs on an ongoing basis to ensure performance against budgets. Examined billing instructions, guest credits, and approved discounts and rebates. Implemented actions with the Property Management Systems (PMS) in an emergency situation and extensively conducted all hotel emergency procedures in hard situations.
Establish and maintain cooperative relationship with representatives of community, customer, employee and public interest groups. Handle immediate complaints in a diplomatic manner. Through pro-active relations and communications, identify and seek to avoid negative reaction of clients. Interacting with clients to capture their needs, manage expectation and review milestones to ensure complete client satisfaction is achieved. Analyzing information and evaluating results to choose the best solution and solve problems. Proving information to the manager, coworkers and subordinates by telephone, in written form, e-mail or in person. Ability to build and maintain relationship with clients . Organizing and maintaining electronic diaries and making appointments. Dealing with correspondence (incoming email, faxes and post). Liaise with the other departments Supervise other secretarial staff. Producing documents, briefing papers, reports and presentations. Manage office supplies and expenses on a monthly basis. To constantly look at way of improving efficiency and quality of work. Stand for the manager and make decision on their behalf when I have to. Organizing and attending meetings. Organizing and storing paperwork, documents and computer information. Translating from/into English, Italian and French. Making travel arrangements.
Championed in up-selling and generated the highest revenue for the hotel in March 2017 within all resort front office staff. Awarded with golden star certificate in recognition of exemplary performance and the delivery of service and for delighting the guest, as well as recognized by the guest. Spearheaded family hotel, business hotel, and adult orientated hotel. Led and directed the 640 room complex and all 3 buildings, and ensured the service delivery to guests with professionalism and care to adhere to hotel’s policies and procedures.
Positive, Self driven, Organized, Decision making and problem solver, persuasive.
Recruitment, Training and Development