Experience

LUX* Belle Mare

• Mauritius
• Hospitality
• 1 - 100 Employee

• Resident Manager

  • Dec 2021 - Present

• Room Division Manager

  • Nov 2017 - Present

  Guest Experience: Timely, efficient & professional guest’s service, from pre- arrival to post – departure. Pursuing genuine high performance in all Guests Satisfaction Forum such as Trip Advisor, Guests Satisfaction Questionnaire and Expedia. Analyze the trend of guest satisfaction for the different departments and implement action plans. Oversee Front Office, Housekeeping, Kids Club, Teens Club and Shop Operations which comprise of 150 team members: Ensuring all service standards are followed, throughout all sub-departments. Also ensure that there is an excellent communication flow between other departments.Having worked closely with the team on daily operations we have achieved our yearly targets for year 2018/2019, which form part of our Key Performance Indicator ‘KPI’.Team management: Delegate operational tasks and ensure that the team achieves the desired results, through coaching and mentoring. Third party Liaison (entity or individuals delivering their own services within hotel premises), i.e Boat House Team, Diving Centre team, Suppliers, understand our principles and abide to our standards. Financial: Ensure budgets are met by putting in place relevant measures while at the same time focus on guest satisfaction. We have achieved our financial yearly budget by 96% and for year 2018/2019 I am looking forward to achieve above 100%. Show less

• Front Office Manager

  • Jun 2014 - Nov 2017

  Managing the Front Office department - Executing regular technical/skills training - Maintaining the Operational Standards for the Front Office department - Coordinating working schedule of the Front Office department - Assuming responsibility of Duty Manager when scheduled to do so - Ensure comfort of all guests - Ensuring that Guest Comments Feedback is followed - Handling Guest Complaints and ensure proper follow up is done - Ensure proper flow of work- Deliver Training as an Upyour service Qualified course Leader for LUX* Belle Mare and NQA qualified Trainer.- Doing any other cognate duties and responsibilities that may be assigned by Management to facilitate the smooth running of the Front Office Department, and/ or hotel- Monitoring the correct replying to reservations correspondence (telephone, fax, e-mail, and letters).- Monitoring overbooking- Channeling of all reservations and group inquiries to the “Central Reservation Office”/ Sales Department.- Follow up performance on all Guests satisfaction Forum: Market Matrix / Trip Advisor - Control Room related cost, including amenities- Ensure Budget is being met. - Ensuring guest luggage is carried by Porters to/ from their rooms on arrival/ departure, and also during room change.- Implement or enhance SOP’s for FO improvement Show less

• Assistant Front Office Manager

  • Sep 2012 - Jun 2014

  - Managing theFront Office department - Executing of regular technical/skills training - Maintaining the Operational Standards for the Front Office department - Coordinating working schedule of the Front Office department - Assuming responsibility of Duty Manager when scheduled to do so - Ensure comfort of all guests - Ensuring that Guest Comments Feedback are followed - Handling Guest Complaints and ensure proper follow up is done - Ensure proper flow of work- Deliver Training as an Upyour service Qualified course Leader for LUX* Belle Mare and NQA qualified Trainer.- Doing any other cognate duties and responsibilities that may be assigned by Management to facilitate the smooth running of the Front Office Department, and/ or hotel- Monitoring of all guests, group and aircrew wake-up calls.- Monitoring the correct replying to reservations correspondence (telephone, fax, e-mail, and letters).- Monitoring overbooking- Channelling of all reservations and group inquiries to the “Central Reservation Office”/ Sales Department.- Ensuring guest luggage is carried by Porters to/ from their rooms on arrival/ departure, and also during room change. Show less

• Guest Relation Manager

  • Mar 2008 - Sep 2012

  - Managing the Guest Relations department - Executing of regular technical/skills training - Maintaining the Operational Standards for the Guest Relations department - Coordinating working schedule of the Front Office department - Assuming responsibility of Duty Manager when scheduled to do so - Ensure comfort of all guests - Overlook Wedding coordination and assist on replying related mails. - Ensure reporting of Daily Event - In charge of Guests Relation staff and all front office team in the absence of front office Manager - Assist Front Office Manager in day to day operations - Ensuring that Guest Comments Feedback are followed - Handling Guest Complaints and ensure proper follow up is done - Ensure proper flow of work - Projects for more improvement on 5* Deluxe - Projects to achieve LHW Show less

• Assistant Guest Relation Manager

  • Feb 2005 - Mar 2008

  - Assist in managing the Guest Relations department - Executing of regular technical/skills training - Maintaining the Operational Standards for the Guest Relations department - Coordinating working schedule of the Front Office department - Assuming responsibility of Duty Manager when scheduled to do so - Ensure comfort of all guests - Overlook Wedding coordination and assist on replying related mails. - Ensure reporting of Daily Event - In charge of Guests Relation staff in the absence of Guest Relations Manager - Checking & Replying Mails - Assist Guest Relations Manager in day to day operations - Ensuring that Guest Comments Feedback - Handling Guest Complaints and ensure proper follow up is done - Ensure proper flow of work - Projects for more improvement on 5* Deluxe - Projects to achieve LHW Show less

• Receptionist Supervisor

  • Feb 2004 - Feb 2005

  - Supervise Front Office work - Handling of Guest Complaints - Organizing work flow at reception - Check Room allocations - In charge of Reception staff Roster - Assists the Front Office Manager - Meet arrival Guests

• Receptionist

  • Sep 2002 - Feb 2004

  - City Ledger - Check In - Check Out - Cashiering - Dealing with guest’s request - Answering Calls - Train the Trainees



KFC

• Supervisor

  • Oct 2000 - Jun 2002

   Customer Service - Cashier - Dealing with complaints - Train the Trainees - Organize work flow in front - Supervise work in Front  Customer Service - Cashier - Dealing with complaints - Train the Trainees - Organize work flow in front - Supervise work in Front



Blue Lagoon Hotel

• Receptionist Supervisor

  • Jan 1998 - Sep 2000

  - Assists Front Office Manager - Dealing with Guests complaints - Dealing all reservations requests - Room Allocation - Forecast on occupancy - Prepare monthly roster for Reception and Porter - Train new recruits - Cashiering - City Ledger completion and hand over to account department - Check In - Check Out

• Receptionist

  • Jan 1997 - Dec 1997

  - Cashiering - Check In - Check Out - Answering Calls - Dealing with Guest Requests - City Ledger completion and hand over to account department



Blue Lagoon

• Receptionist

  • Jan 1997 - Dec 1997

  - Cashiering - Check In - Check Out - Answering Calls - Dealing with Guest Requests - City Ledger completion and hand over to account department - Cashiering - Check In - Check Out - Answering Calls - Dealing with Guest Requests - City Ledger completion and hand over to account department