Leonard Mendonca

Reservations, Sales and Guest Relations Supervisor with 10+ years' experience across reservations, guest services, and frontline operations. Proactive and meticulous, adept at multitasking and working independently while upholding service standards. Confident communicator with a strong sense of initiative; quick to learn, adapt, and take on new challenges.

Reservations, Sales and Guest Relations Supervisor at Hot Air Balloon LLC (2018-01 – 2026-03)

Supervised reservations, sales and guest relations operations for a hot air balloon company

• Handled sales activities, including marketing strategies, to build brand visibility
• Recorded and processed reservations via phone, email, and website, ensuring responses within 24 hours
• Changed and canceled reservations per guest requests in line with company policies
• Followed up on VIP reservations based on priority to achieve the desired outcome
• Oversaw guest arrivals and departures at the site
• Handled guest complaints and concerns efficiently and professionally
• Provided excellent customer service in line with company standards
• Collected guest feedback to support continuous improvement
• Conceptualized and created guest experience videos
• Conceptualized and created social content for the company's social media accounts
• Prepared and provided records and reports to management

Reservations Associate at Novotel Hotel (2016-08 – 2017-12)

Handled hotel reservations, guest services, and front desk operations at a 5-star hotel property

• Delivered premium-level service and triaged calls to the appropriate departments
• Ensured accurate input of reservation details in the property management system (OPERA)
• Recorded and processed reservations via phone, email, and website, responding within 24 hours
• Changed and canceled reservations per guest requests and company policies
• Handled guest queries, requests, and complaints politely and efficiently; sought guidance from supervisors to resolve reservation-related issues and improve customer satisfaction
• Understood and observed department policies, standards, and procedures
• Monitored room inventory and adjusted rates according to hotel requirements
• Maintained comprehensive filing systems for the Reservations department
• Performed any additional tasks assigned by supervisors according to business needs
• Recognized as Employee of the Month (Nov & Dec 2016)
• Hosted the hotel's Annual Day event (Nov 2016)
• Team achieved runners-up in the 2017 volleyball tournament

Retail Clerk at Atlantis, The Palm (2015-05 – 2016-06)

Retail operations and customer service at luxury resort retail outlet

• Met individual daily sales targets on the shop floor
• Operated cash registers, processed payments, and bagged/packaged purchases
• Ensured the retail outlet was presented to the highest standard each day
• Checked inventory to ensure products were in stock and available for sale
• Determined seasonal trends and adjusted displays as needed to support sell-through
• Followed processes to minimize stock loss, including handling damages, returns, and exchanges per policy
• Promoted effective communication and information flow within the store, collaborating with colleagues and team leaders
• Adhered to store policies and procedures to maintain operational standards

Bachelor of Commerce in Commerce – University of Mumbai