DEEPA KORMOCHA
Sydney,NSW
Summary
Highly motivated and dedicated recently promoted as a Guest Experience Manager with 9 years of experience in Hospitality industry, adept to providing quality service, enhancing guest satisfaction, and driving revenue growth. Possess strong expertise in guest relations, team management, and financial oversight, combined with a keen ability to handle complex situations and ensure seamless hotel operations and guest experience.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Guest Experience Manager- Maternity Leave Coverage
Swissotel Sydney
08.2024 - Current
- Manage and focus on providing exceptional guest experience in every aspect of guest's journey from pre-arrival to post departure.
- Conducting VIP pre arrival calls and updating any preferences on ACDC platform and on PMS system.
- Monitoring and responding to guests' reviews and conduct meeting fortnightly with department heads to identify areas for improvement and implement changes.
- Meet and greet the VIP guests, handle with care guests and deliver a personalised service and represent the brand confidently to all the guests.
- Resolve guest complaints and issues in a timely and effective manner, ensuring a satisfactory resolution and address to concern department/individual for mitigating such issues from recurring.
- Design and implement initiatives and action plans aimed at enhancing the guest experience, including special events, personalized services, and guest recognition programs.
- Plan and coordinate with various departments such as Sales & Marketing, Housekeeping, Food & Beverage about school holiday and other programs/ events and execute accordingly.
- Oversee Executive Lounge operation, colleagues and overall guest's experience at the lounge.
Assistant Manager & Asst. Guest Experience Manager
Swissotel Sydney
04.2024 - 08.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with colleagues, fostering a positive work environment.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies every end of the shift.
- Mentored team members in their professional development by offering guidance/support and necessary trainings in their assigned roles and creating SOPs for the same.
- Ensured seamless check-in/check-out processes by creating clear guidelines and providing team with comprehensive training.
- Analysed guest data to identify trends and areas for improvement in service delivery.
- Improved overall online ratings by addressing negative reviews constructively and showcasing improvements made as a result of guest feedback.
- Resolved guest complaints promptly, demonstrating exceptional problem-solving skills and commitment to customer satisfaction.
- Developed loyalty programs that rewarded frequent guests, fostering long-lasting relationships and increased customer retention.
- Introduced innovative upselling techniques that resulted in increased revenue from add-on services and amenities.
- Coordinated internal communications between departments effectively, reducing misunderstandings or delays impacting the guest experience negatively.
- Liaised with all the departments such as housekeeping, food & beverage, maintenance team to deliver the quality service to the guests.
- Approving and monitoring rosters & payroll in absence of Front Office Manager.
- Dealing with all the VIPs and working closely with Guest Experience Manager to uplift guest's satisfaction.
Night Manager
Swissotel Sydney Hotel
12.2022 - 04.2024
- Run through all the financial reports and complete thorough audits of all daily revenue and postings, making the necessary adjustments to ensure accuracy of the reports
- In-depth check-up on all the in-house and departure guest's accounts, detailed rate check, credit limit, payment method and posting accounts then make required amendments to avoid errors on guest's billings
- Prepared all the daily reports such as daily management report, briefing sheet, No Show reports, STR report, owner's report accurately and distribute to the relevant department heads.
- Prepared, recorded and maintained hotel weekly, monthly report and annual report.
- Ensured strict procedures are followed for all cash/credit transactions, accounting and banking procedures, issue of keys and guests' confidentiality
- Developed and implemented SOPs, training materials, and conducted trainings for skill development of the team and to avoid repeating the same errors.
- Increased efficiency in handling guest complaints by implementing standardized protocols for logging and resolving issues.
- Assisted in employee training programs, fostering excellent customer service skills among new hires.
- Conducted regular walk-through of hotel property, identifying any areas requiring attention or improvement efforts from relevant departments.
- Handled emergency situations (fire alarm, medical emergency, lift entrapment, domestic violence etc.) with professionalism, maintaining guest safety as the top priority.
- Assisted with smooth check-in & check-out, problem solving, decision making, preparing overnight food and beverage whenever needed, and work as a team
- Fulfilled the duty of AFOM and FOM in their absence in terms of roster, payroll approval, and attending meetings.
- Overlooking and covering the Duty Managers shifts when necessary
- Worked closely within Front Office Department along with Finance, Food & Beverage, Housekeeping and Meeting & Events in general for productive result of the Company.
Assistant Manager/ Acting Night Manager
Pullman Sydney Airport
09.2022 - 12.2022
- Effectively managed the daily reconciliation of the property's overall financial transaction.
- Checked and prepared reports and statistical information in accordance with service standards, and auditing procedures during the night shift
- Liaised with several travel agencies and airline companies, and assisted in making groups booking for disrupted flights (delays, cancellation, layover), creating groups blocks on PMS system, and handled chargebacks and other financial transactions
- Handled groups arrival and departures swiftly with minimal manning, while looking after room service orders, and conducting the checklist.
- Became representative of the hotel, and held responsibility for the smooth and efficient running of the operation on overnight.
- Ensured maximum guest satisfaction as well as the safety and security of the property.
- Liaised with relevant department regarding relevant events, and handed over properly to the next shift in-charge for smooth operation, and follow ups.
- Provided necessary training and supervised the team members to deliver quality service to the guest.
Assistant Night Manager
InterContinental Sydney
11.2021 - 09.2022
- Always ensured the safety and security of the guests, colleagues, and property by constantly monitoring the CCTV footage, property walk, and fire control panel.
- Checked the remaining arrivals, and ensured all the allocated rooms were vacant and inspected, and kept an eye on any last minute booking.
- Covered the Night Manager's and Night Auditor's shifts on their days off, and covered Duty Manager's twice or thrice per fortnight when needed.
- Handled all the guest complaints effectively, made quick decision, and reported to concern department if needed, and recorded in the Log for reference.
- Conducted all the checklists efficiently such as credit reconciliation, oversee night audit reports, rooms inventory balancing, monitoring next day's arrivals and assigning rooms accordingly
- Provided necessary training to new colleagues, and initiate in creating or adjusting new training materials or SOP if required.
- Accustomed to Tyalls, STR Bench, Oracle PeopleSoft, Strategic Business & Revenue Planning which are used for uploading, saving, and sharing necessary files for financial purpose
- Liaised with Finance, HSK, Reservations, Food & Beverage and Engineering for smooth operation.
Instant Service Centre Agent
InterContinental Sydney
09.2019 - 09.2022
- Answered, recorded, and assisted all types of incoming telephone calls from in-house guests, local and international callers, and various departments- especially, regarding rooms booking, restaurants reservations, or any other general enquiries.
- Took room service order, restaurant reservations, amenities (towels, dental kits, etc.) and various general requests (wake up call, luggage pickup/ drop, valet, lost property, turndown service etc.), then place a work order in micros, ResDiary, HotSOS, and Opti respectively.
- Used Opera to record and update guests' profile, sent tax invoice, processed refund, and prepared VIP and groups arrival letters.
- In-depth understanding of the emergency codes and corresponding with the Emergency Response Team to control the situation.
- Able to handle pressure, listened and communicated effectively, prioritizing incoming calls, quick response to the call waiting, and complete all the checklists on time
- Assisted Front Desk with smooth check in and check out of the guests
- Recognising and acknowledging guest's loyalty and accommodating their requests and special accordingly.
Food & Beverage Attendant
Parkroyal Darling Harbour, Sydney
11.2018 - 09.2019
- Well aware about the operation (reservations, VIPs, daily special, out of stock).
- Excellent knowledge about menu, micros posting, and cash handling.
- Maintained service standards and provide excellent guest service.
- Assisted at the bar in making teas, coffees and cocktails.
- Took restaurant booking via phone, email, and reserve.
- Took food & beverage order, post in the Micros and served the guest.
Food & Beverage Admin Assistant
Al Bustan Palace, a Ritz-Carlton Hotel, Oman
09.2016 - 10.2018
- Assisted F&B Director with all kinds of administrative works in preparing monthly/annual P&L Statement, Scorecard, logbook, menu engineering etc
- Prepared, and updated master schedule, manning, F&B outlet opening hours, overall F&B payroll, vacation plans and weekly leadership presentation.
- Worked with the restaurant reservations agent to organise monthly promotions, festive seasons, events, and regular reservations
- Coordinated with various departments (HR, Finance, Purchasing, Housekeeping) to complete the assigned task effectively.
Food & Beverage Attendant
Al Bustan Palace, a Ritz-Carlton Hotel, Oman
12.2015 - 09.2016
- Welcoming and escorting guests during breakfast, lunch and dinner with a warm smile, and recognise VIPs and long stay guests
- Took restaurant bookings, changed the layout, and personalised table set-up for occasional guests, collect guest preferences, and record in the mystique
- Ensured if the guests are fully satisfied with the assigned seating plans and the services
- Took food order, post in the Micros and served the guest
- Pro-active on the floor, and always willing to solve the guest's problem.
Education
Masters of International Tourism and Hotel Management -
Southern Cross University
12.2020
High School Diploma -
International School of Tourism & Hospitality Mgmt
Kathmandu, Nepal01.2015
Skills
- Excellent interpersonal skill
- Decision making skill
- Leadership skill
- Flexibility
- Financial Skill
- Detail Oriented
- Quick Learner
- Training & development skill
Certification
- RSA
- First Aid
References
- Saloni Prasai, Assistant Front Office Manager, Swissotel Sydney, saloneeprasain@gmail.com
- Chantal Jensen, Former Front Office Manager, Swissotel Sydney, 0422 568 805
Languages
English
Full Professional
Nepali
Native or Bilingual
Chinese (Mandarin)
Limited Working
Hindi
Professional Working
Timeline
Guest Experience Manager- Maternity Leave Coverage
Swissotel Sydney
08.2024 - Current
Assistant Manager & Asst. Guest Experience Manager
Swissotel Sydney
04.2024 - 08.2024
Night Manager
Swissotel Sydney Hotel
12.2022 - 04.2024
Assistant Manager/ Acting Night Manager
Pullman Sydney Airport
09.2022 - 12.2022
Assistant Night Manager
InterContinental Sydney
11.2021 - 09.2022
Instant Service Centre Agent
InterContinental Sydney
09.2019 - 09.2022
Food & Beverage Attendant
Parkroyal Darling Harbour, Sydney
11.2018 - 09.2019
Food & Beverage Admin Assistant
Al Bustan Palace, a Ritz-Carlton Hotel, Oman
09.2016 - 10.2018
Food & Beverage Attendant
Al Bustan Palace, a Ritz-Carlton Hotel, Oman
12.2015 - 09.2016
Masters of International Tourism and Hotel Management -
Southern Cross University
High School Diploma -
International School of Tourism & Hospitality Mgmt
- RSA
- First Aid
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