Hi, I’m
Adi Nanise Lockington
Brisbane,QLD
Summary
Proven educator and administrative professional with a track record of enhancing guest satisfaction and streamlining operations at Holiday Inn Suva. Leveraged educational technology and problem-solving skills to develop engaging lesson plans and improve service efficiency. Demonstrated ability to manage sensitive information and foster social integration, contributing to a 20% increase in customer loyalty.
Overview
23
years of professional experience
1
Certification
Work History
Holiday Inn Suva
Front Desk Guest Service Agent
02.2008 - 03.2012
Job overview
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Handled sensitive customer information securely, ensuring the protection of personal data while processing payments or updating records.
- Trained new front desk agents in proper procedures, contributing to a consistently high level of service across the team.
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
- Organized transportation arrangements for guests when needed, coordinating with shuttle drivers or reputable taxi services to ensure prompt and reliable travel assistance.
- Managed phone lines effectively, directing calls to appropriate departments and taking detailed messages when necessary.
- Contributed to sales efforts by promoting available upgrades or add-on services when appropriate, increasing revenue through upselling opportunities.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Assisted guests with special requests, such as booking tours or making dinner reservations, to enhance their stay.
- Participated in regular staff meetings.
- Coordinated with maintenance staff to address any reported issues in guest rooms or common areas swiftly.
- Proactively anticipated guest needs, providing thoughtful recommendations for local attractions or amenities based on individual preferences.
- Maintained a clean and welcoming front desk area to create a positive first impression for guests.
- Facilitated smooth communication between various hotel departments by relaying pertinent information regarding special requests or potential issues.
- Consistently received positive feedback from guests on service quality, contributing to an overall boost in hotel reputation.
- Answered multi-line phone system and enthusiastically greeted callers.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Promoted hotel brand's loyalty program upon guest check-ins.
Studio 6 Apartments
Hotel Front Desk Receptionist
08.2007 - 02.2008
Job overview
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Confirmed accommodation for individual and group bookings, communicated with clients, and updated client records manually.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Collected room deposits, fees, and payments.
- Handled cash transactions and maintained sales and payments records accurately.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Coordinated with housekeeping staff to ensure timely turnover of rooms for incoming guests while maintaining cleanliness standards.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Answered central telephone system and directed calls accordingly.
- Corresponded with clients through telephone.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Trained new staff members in customer service techniques and hotel operations.
The Resort Walu Beach
Hotel Trainee
01.2004 - 03.2005
Job overview
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Received packages and mail at front desk and dispersed to correct employees.
- Pleasantly answered calls for multi-line switchboard for large office and directed callers to appropriate employees.
- Stayed current on industry trends through ongoing professional development courses, enhancing skills relevant to the front office trainee role.
- Managed phone lines efficiently, directing calls to appropriate departments or taking detailed messages as needed.
- Ensured smooth communication between front office staff and other departments, fostering a collaborative work environment.
- Helped achieve high occupancy rates through effective reservation management and proactive communication with prospective guests about available rooms.
- Handled challenging situations effectively, resolving guest complaints in a professional manner.
- Streamlined check-in and check-out processes for increased efficiency and reduced waiting times for guests.
- Enhanced guest satisfaction by providing exceptional front desk service and addressing inquiries promptly.
- Engaged in activities to entertain in-house guests occasionally.
The Resort Walu Beach
Housekeeping Trainee
01.2005 - 03.2005
Job overview
- Cultivated strong communication skills by interacting with diverse guests and coworkers, promoting a positive work environment among team members.
- Received positive feedback from supervisors for demonstrating initiative and eagerness to learn new skills.
- Contributed to reducing laundry costs by sorting linens before washing, maximizing machine efficiency.
- Completed training modules on sanitation practices, contributing to a safer and healthier environment for guests and staff alike.
- Assisted with deep-cleaning projects on a monthly basis, leading to an overall increase in property cleanliness ratings over time during the trainee period.
- Increased speed in room turnover by streamlining bed-making processes using learned techniques.
- Managed time effectively to complete assigned tasks within designated deadlines, promoting efficiency in operations.
- Enhanced guest satisfaction through thorough cleaning and attention to detail in all assigned rooms.
- Strengthened teamwork skills by collaborating with fellow trainees on group projects and shared responsibilities.
- Supported senior housekeepers with the completion of large-scale tasks, contributing to a well-maintained facility.
- Improved room cleanliness by learning and implementing proper housekeeping techniques.
- Addressed guest concerns promptly and professionally, enhancing customer service standards within the hotel environment.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Adhered to professional house cleaning checklist.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
- Changed bed linens and collected soiled linens for cleaning.
- Returned emptied garbage receptacles to proper locations.
- Completed special housekeeping actions such as turning mattresses on set schedule.
Raffles Gateway Hotel
Front Office Trainee
07.2001 - 09.2001
Job overview
- Received packages and mail at front desk and dispersed to correct employees.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Pleasantly answered calls for multi-line switchboard for large office and directed callers to appropriate employees.
- Stayed current on industry trends through ongoing professional development courses, enhancing skills relevant to the front office trainee role.
- Managed phone lines efficiently, directing calls to appropriate departments or taking detailed messages as needed.
- Ensured smooth communication between front office staff and other departments, fostering a collaborative work environment.
- Helped achieve high occupancy rates through effective reservation management and proactive communication with prospective guests about available rooms.
- Handled challenging situations effectively, resolving guest complaints in a professional manner.
- Streamlined check-in and check-out processes for increased efficiency and reduced waiting times for guests.
- Enhanced guest satisfaction by providing exceptional front desk service and addressing inquiries promptly.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Raffles Gateway Hotel
Housekeeping Trainee
09.2001 - 12.2001
Job overview
- Cultivated strong communication skills by interacting with diverse guests and coworkers, promoting a positive work environment among team members.
- Received positive feedback from supervisors for demonstrating initiative and eagerness to learn new skills.
- Adhered to safety guidelines and protocols during the trainee period, minimizing accidents and injuries in the workplace.
- Completed training modules on sanitation practices, contributing to a safer and healthier environment for guests and staff alike.
- Increased speed in room turnover by streamlining bed-making processes using learned techniques.
- Maintained detailed records of completed tasks each day as part of accountability measures set forth by management.
- Managed time effectively to complete assigned tasks within designated deadlines, promoting efficiency in operations.
- Enhanced guest satisfaction through thorough cleaning and attention to detail in all assigned rooms.
- Strengthened teamwork skills by collaborating with fellow trainees on group projects and shared responsibilities.
- Supported senior housekeepers with the completion of large-scale tasks, contributing to a well-maintained facility.
- Addressed guest concerns promptly and professionally, enhancing customer service standards within the hotel environment.
- Improved room cleanliness by learning and implementing proper housekeeping techniques.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Cleaned and stocked guest rooms by replacing used towels and linens vacuuming floors, making beds, and restocking bathroom items.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Adhered to professional house cleaning checklist.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Changed bed linens and collected soiled linens for cleaning.
- Restocked towels and amenities in bathrooms, bedrooms and kitchen spaces.
- Swept high ceilings, tight spaces and around furniture to remove built up dust and cobwebs.
Accelerate Christian Home Schooling
Volunteer Homeschool Teacher
01.2017 - Current
Job overview
- Managed homeschool schedules effectively, balancing extracurricular activities with academic requirements for well-rounded development.
- Researched and chose appropriate curriculum to meet children's abilities and grade levels.
- Emphasized practical life skills alongside academics, preparing students for future independence and decision-making abilities.
- Organized hands-on instructional activities to supplement textbook instruction to engage and motivate students.
- Adapted teaching methods and lesson plans to changing student needs.
- Increased student motivation by implementing engaging activities and interactive teaching techniques.
- Implemented hands-on activities and experiential learning opportunities for improved understanding of complex concepts.
- Supported social-emotional growth by integrating character education lessons that foster empathy, resilience and self-awareness.
- Evaluated student's understanding of course material through tests and in-depth essay writing.
- Helped students explore concepts with engaging, learning-focused activities.
- Ensured a safe and inclusive learning environment by addressing any behavioural issues promptly and with sensitivity, reinforcing the importance of respect for oneself and others.
- Developed students'' critical thinking skills with challenging assignments and thought-provoking discussions.
- Boosted cultural awareness by incorporating children's literature from world cultures.
- Designed detailed learning plans when student is struggling on test, homework and assignment records.
ALPD [Abel Lockington Painting & Decorating]
Volunteer Secretary
10.2015 - Current
Job overview
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Created and maintained documents and company invoices.
- Sometimes scheduled appointments for site visits.
- Prepared professional correspondence, including painting quotation letters, and emails, ensuring accuracy and timeliness.
- Maintained electronic filing systems and categorized documents.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Implemented new office procedures to improve workflow efficiency while reducing administrative errors.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Education
Hospitality And Tourism Studies Suva, Fiji Isands
No Degree from Certificate in Hospitality Operations [Part-time]
School of Hospitality And TourismSuva, Fiji Islands
No Degree from Certificate in Hospitality Studies
School of Hospitality And Tourism StudiesSuva, Fiji Islands
No Degree from Certificate in Hospitality Studies
School of Hospitality And TourismSuva, Fiji Islands
No Degree from Diploma in Hotel Management
Youth And Sports OrganisationSuva, Fiji Islands
No Degree from Certificate of Participation
School of Hospitality And TourismSuva, Fiji Islands
No Degree from Certificate in Housekeeping
12.2001
Skills
- Lesson Planning
- Online Teaching Tools
- Parent-Teacher Communication
- Educational technology
- Special Education Support
- Academic testing
- Child Development
- Social integration
- Student-Centered Learning
- Problem-Solving
Certification
Linkedin Learning achievements:
- November 07, 2020: Certificate of Completion - Customer Service: Handling Abusive Customers.
- January 02, 2021: Course Completed - Career Advice from Some of the Biggest Names in Business.
- January 15, 2021: Certificate of Completion -Critical Thinking for Better Judgment and Decision-Making.
- January 18, 2021: Course Completed - Building Resilience as a Leader.
- March 06, 2021: Course Completed - Building Resilience.
- March 23, 2021: Course Completed - Embracing Change (2014).
- April 20, 2021: Course Completed - Effective Listening.
- April 23, 2021: Course Completed - Leading a Customer Service Team
Hobbies
- I love reading or listening the Word of God as it counsels me about a lot in life as to be respectful, loving, caring, kind, helpful to people and also teaches me to seek forgiveness and to be forgiving and so on. It brings me comfort and inner peace as well.
- I am passionate about socialising with people from different walks of life.
- I am adventurous and I like to travel and enjoy looking at nature.
- I always keen to be involved in sports and activities.
Languages
English
Timeline
Volunteer Homeschool Teacher
Accelerate Christian Home Schooling
01.2017 - Current
Volunteer Secretary
ALPD [Abel Lockington Painting & Decorating]
10.2015 - Current
Front Desk Guest Service Agent
Holiday Inn Suva
02.2008 - 03.2012
Hotel Front Desk Receptionist
Studio 6 Apartments
08.2007 - 02.2008
Housekeeping Trainee
The Resort Walu Beach
01.2005 - 03.2005
Hotel Trainee
The Resort Walu Beach
01.2004 - 03.2005
Housekeeping Trainee
Raffles Gateway Hotel
09.2001 - 12.2001
Front Office Trainee
Raffles Gateway Hotel
07.2001 - 09.2001
Hospitality And Tourism Studies
No Degree from Certificate in Hospitality Operations [Part-time]
School of Hospitality And Tourism
No Degree from Certificate in Hospitality Studies
School of Hospitality And Tourism Studies
No Degree from Certificate in Hospitality Studies
School of Hospitality And Tourism
No Degree from Diploma in Hotel Management
Youth And Sports Organisation
No Degree from Certificate of Participation
School of Hospitality And Tourism
No Degree from Certificate in Housekeeping
Linkedin Learning achievements:
- November 07, 2020: Certificate of Completion - Customer Service: Handling Abusive Customers.
- January 02, 2021: Course Completed - Career Advice from Some of the Biggest Names in Business.
- January 15, 2021: Certificate of Completion -Critical Thinking for Better Judgment and Decision-Making.
- January 18, 2021: Course Completed - Building Resilience as a Leader.
- March 06, 2021: Course Completed - Building Resilience.
- March 23, 2021: Course Completed - Embracing Change (2014).
- April 20, 2021: Course Completed - Effective Listening.
- April 23, 2021: Course Completed - Leading a Customer Service Team
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