Front Office Manager at St. Regis Hotel (2026-05 – Present)
- Directed daily front office operations, ensuring seamless guest experiences and efficient workflow management.
- Resolved guest complaints promptly, maintaining high standards of hospitality and fostering repeat business.
- Led and trained a team of front desk staff to deliver exceptional customer service and uphold brand standards.
- Collaborated with housekeeping and maintenance departments to maintain high standards of cleanliness and facility readiness.
- Managed guest complaints and resolved issues promptly, enhancing overall guest satisfaction scores.
- Developed and maintained strong relationships with guests, resulting in increased repeat business and positive reviews.
Guest Experience Expert at St. Regis Hotel (2025-09 – 2026-05)
- Enhance guest satisfaction through seamless check-in/out processes and tailored services. Resolve inquiries efficiently, boosting feedback and repeat bookings.
- Collaborate with teams to uphold high service standards, fostering loyalty and retention.
- Cultivated welcoming atmosphere and memorable experiences, strengthening guest relationships.
- Improved guest feedback through effective room coordination with housekeeping and maintenance.
- Developed personalised service protocols, elevating loyalty and retention rates.
- Fostered memorable experiences that encouraged repeat visits.
Welcome Office Agent at W Marriott (2024-04 – 2025-04)
- Manage guest check-ins, ensuring smooth room assignments and high satisfaction.
- Resolve guest issues promptly, creating a welcoming environment. Process reservations accurately, enhancing booking precision. Anticipate guest needs to deliver exceptional service, fostering loyalty.
- Enhanced guest satisfaction through efficient check-in processes.
- Resolved issues quickly, maintaining a hassle-free experience.
- Improved booking accuracy, streamlining reservation processes.
- Secured payments, ensuring trust in financial transactions.
Customer Services at Viking Cruises (2023-01 – 2024-03)
- Facilitated seamless guest experiences, enhancing satisfaction and operational efficiency.
- Managed accurate reservations while ensuring courteous service and prompt issue resolution.
- Collaborated with teams for timely room readiness, boosting occupancy and positive feedback.
- Utilize communication skills to upsell services, driving revenue growth.
- Enhanced operational flow through effective task coordination.
- Improved guest experiences by streamlining service processes.
- Increased customer satisfaction through proactive issue management.
Front Desk at Cesar's Hotel (2020-01 – 2022-11)
- Oversee guest check-ins and check-outs, ensuring seamless transitions and high satisfaction.
- Manage and optimise reservations across various channels, enhancing booking accuracy. Process payments accurately, ensuring smooth transactions. Proactively address guest concerns, cultivating a welcoming atmosphere.
- Streamlined check-in/check-out processes, improving guest satisfaction.
- Enhanced booking accuracy through effective reservation management.
- Cultivated a supportive environment by resolving guest issues promptly.
Hostess at Apple Bees (2018-12 – 2019-03)
- Manage guest check-ins, enhancing satisfaction through prompt service. Handle reservations and payments, ensuring accuracy and a seamless experience.
- Address needs proactively and resolve complaints, fostering loyalty.
- Improved guest satisfaction ratings through efficient service.
- Streamlined reservation processes, reducing wait times.
- Resolved guest complaints effectively, increasing repeat visits.
