Joana Ratu
Castle Hill,NSW
Summary
Professional with robust experience in hospitality management, prepared for this role. Proven track record in optimizing front office operations, enhancing guest satisfaction, and streamlining processes. Strong focus on team collaboration and achieving results. Skilled in staff training, conflict resolution, and multitasking with flexible approach to changing needs. Reliable and efficient, ensuring smooth daily operations.
Dedicated professional with extensive experience in front office operations. Skilled in issue resolution and staff management, contributing to improved guest experiences and operational efficiency. Committed to fostering a customer-centric environment that enhances satisfaction and loyalty.
Overview
16
16
years of professional experience
Work History
Front Office Manger
Mantra Castle Hill
Sydney
04.2022 - Current
- Oversaw daily operations of front office, ensuring seamless guest experiences.
- Managed staff scheduling and performance evaluations to enhance team efficiency.
- Implemented training programs for new hires, fostering a customer-centric culture.
- Developed standard operating procedures to streamline front desk processes.
- Addressed guest inquiries and resolved issues promptly, enhancing satisfaction ratings.
- Collaborated with other departments to coordinate events and special requests effectively.
- Analyzed guest feedback to identify areas for service improvement and implement changes.
- Monitored inventory levels of front office supplies, optimizing resource allocation.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Coached employees through day-to-day work and complex problems.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Increased repeat business by personalizing guest experiences and recognizing loyalty.
Front Office Supervisor
Breakfree On Broadway
Glebe, NSW
03.2021 - 04.2022
- Supervised front office operations, ensuring exceptional guest service and satisfaction.
- Trained and mentored new staff on standard operating procedures and customer engagement techniques.
- Coordinated scheduling for front desk personnel, optimizing coverage during peak periods.
- Implemented process improvements, enhancing workflow efficiency within the front office team.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
Front Desk Supervisor
Camperdown Suites
Camperdown, NSW
02.2019 - 03.2021
- Supervised front desk operations, ensuring seamless guest check-in and check-out processes.
- Coordinated staff schedules to optimize coverage during peak hours and enhance service efficiency.
- Trained and mentored new front desk associates, fostering a collaborative team environment.
- Implemented customer feedback systems to improve service quality and guest satisfaction scores.
- Resolved escalated guest complaints with empathy, enhancing overall hotel experience and loyalty.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Front Office Supervisor & Overnight Manager
Quality Apartments
Camperdown, NSW
03.2018 - 02.2019
- Oversaw property management operations, ensuring high standards of tenant satisfaction and retention.
- Developed and implemented strategic marketing initiatives to increase occupancy rates across multiple properties.
- Analyzed financial reports, identifying trends and opportunities for cost savings and revenue enhancement.
- Led team training sessions focused on customer service excellence and operational efficiency improvements.
Receptionist
Adara Camperdown
Camperdown
02.2017 - 03.2018
- Managed front desk operations, ensuring smooth visitor check-in and appointment scheduling.
- Coordinated communication between departments, enhancing interoffice collaboration and information flow.
- Maintained accurate records of client interactions, improving follow-up efficiency and service quality.
- Developed and implemented streamlined office procedures, reducing response times for inquiries.
Housekeeping Supervisor
Quest Apartments
Camperdown, NSW
03.2013 - 02.2017
- Supervised daily housekeeping operations to ensure high standards of cleanliness and guest satisfaction.
- Trained and mentored staff on best practices for efficient cleaning procedures and safety protocols.
- Implemented inventory management systems to track supplies and reduce waste effectively.
- Coordinated scheduling and workflow among housekeeping teams to optimize productivity during peak times.
Room Attendant
Quest Apartments
Camperdown, NSW
02.2010 - 03.2013
- Ensured cleanliness and organization of guest rooms, adhering to established standards.
- Collaborated with housekeeping team to maintain inventory of cleaning supplies and linens.
- Trained new staff on effective cleaning techniques and efficient room preparation processes.
- Conducted inspections of completed rooms to guarantee quality and guest satisfaction.
- Streamlined room turnover procedures, reducing time taken for cleaning between guest stays.
- Implemented best practices for safe handling of cleaning chemicals and equipment.
- Resolved guest inquiries regarding room conditions promptly and professionally.
Education
Diploma - Hospitality And Tourism Management
Hospitality Traning Institute
Sydney, NSW2015
Certificate IV - Hospitality And Tourism Management
Hospitality Training Institute
Sydney09-2013
Graduate Diploma - Phychology
Charles Sturt University
Wagga Wagga, NSW02-2000
Bachelor of Arts - Social Sciences
Univerty of The South Pacific
Fiji10-1999
Skills
- Effective multitasking
- Workflow optimization
- Customer service
- Customer relations
- Operations management
- Team management
- Administrative skills
- Issue handling
- Staff management
Timeline
Front Office Manger
Mantra Castle Hill
04.2022 - Current
Front Office Supervisor
Breakfree On Broadway
03.2021 - 04.2022
Front Desk Supervisor
Camperdown Suites
02.2019 - 03.2021
Front Office Supervisor & Overnight Manager
Quality Apartments
03.2018 - 02.2019
Receptionist
Adara Camperdown
02.2017 - 03.2018
Housekeeping Supervisor
Quest Apartments
03.2013 - 02.2017
Room Attendant
Quest Apartments
02.2010 - 03.2013
Diploma - Hospitality And Tourism Management
Hospitality Traning Institute
Certificate IV - Hospitality And Tourism Management
Hospitality Training Institute
Graduate Diploma - Phychology
Charles Sturt University
Bachelor of Arts - Social Sciences
Univerty of The South Pacific