Jason Fernandes

Dedicated professional with a strong background in guest services and front desk management. Proven track record of achieving and exceeding operational goals while ensuring exceptional customer service and team collaboration.

Key Achievements:

Operational Excellence: Successfully managed day-to-day operations, meeting customer expectations, and maintaining high-quality standards.

Leadership: Led and influenced a team through effective communication, trust-building, and demonstrating integrity, serving as a role model for employees.

Customer Satisfaction: Went above and beyond to provide exceptional service, resolved guest complaints, and obtained valuable feedback to drive continuous improvement.

Policy Implementation: Implemented customer recognition programs, monitored credit policies, and optimised room revenue through effective management of front desk operations.

Human Resource Support: Supported team development through coaching, mentoring, and participation in hiring and orientation programs.

• Lead and support the Front Desk team: Utilise communication and interpersonal skills, act as a role model, understand employee positions, and handle employee questions and concerns.
• Monitor and support the Front Desk progress: Manage day-to-day operations, develop goals and plans, handle complaints and conflicts, supervise staffing levels and credit policies and procedures.
• Ensured exceptional customer service and handled human resource activities: Provide above and beyond service, empower employees, handle guest problems, implement customer recognition program, and participate in employee recognition and performance appraisal programs.
• Managed the P&L, ensuring profitability through effective budgeting, cost control, and revenue optimization strategies
• Complied with regulations related to fire safety, hotel security, and health and safety legislation
• Extensive knowledge of software like Opera, Micros, RevPar, ReviewPro, Fourth, PeopleBank, Ms Office 365, and various OTA

Diploma, Hospitality and Tourism, Switzerland