MELITA KAPITAN
30 Tamarind Crescent, Werribee,VIC
Summary
Having worked in a customer service based role for more than 13 years, I am seeking the opportunity to further develop current skills. My duties consisted working in a fast-paced environment, providing exceptional and outstanding customer service, customer resolutions and administrative assisted duties across many different areas within the hotel industry. My main focus is to always provide exceptional service to all customers whom I encounter.
Overview
13
13
years of professional experience
Work History
Spa Manager
L.M Spa, Lancemore Mansion Hotel, Werribee Park
01.2023 - 05.2023
- Cash Handling
- Managing bookings
- Administrative duties such as booking process, emails, filling
- Ordering of stock and performing stock take
- Dealing with Complaints
- On boarding staff
- Arranging and attending meetings
- Liaising with Internal and External Stakeholders
- Reporting to he General Manager
- Managing and approving Payroll timesheets and ensuring payroll budget is met
Wedding & Event Assistant
Lancemore Mansion Hotel
09.2022 - 12.2022
- Liaising with vendors to confirm logistics and review contracts in order to prepare for an event
- Administrative duties such as emails, filling
- Cash Handling, finalising payment & creating invoices
- Creating timelines and floor plans
- Communication with brides/grooms any final details before event
Guest Services Manager
Lancemore Mansion Hotel, Werribee Park
01.2010 - 01.2021
- Being responsive to requirements of our guests, ensuring we anticipate their needs and exceed their expectations
- Oversee smoothness of other operations such as spa, housekeeping, maintenance and food and beverage service
- Overseeing day to day tasks such as check in, check out etc
- Produce schedules and coordinate to team
- Working with VIPS and corporate guests – managing their special and varying needs, and building a trusted and ongoing relationship with them
- Ensuring assigned tasks are performed on a daily basis
- Providing guests with information needed to make their stay an extraordinary experience – from efficient check in, to cooperate transfers
- Efficient handling of guest luggage to and from rooms
- Processing of online reservations and phone sales into CMS
- Minimise and handling customer complaints and escalating to higher management when needed
- Assisting the hotel with site inspections as needed, and keeping the leadership team abreast of all things guest related
- Reconciling nightly reports to senior management
- Ordering stationary and office supplies for all staff across departments
- Handling of large cash, fortnightly collections of change order runs and mail sorting
- Coordinating with housekeeping and maintenance teams to ensure guest rooms are ready and there are no maintenance issues
- Liaise with external stakeholders such as travel agents and financial teams
- Performing accounts receivable regularly to achieve a perfect score for senior management
- Providing hands-on operational support for Food and Beverage and Events departments as and when
Education
Advanced Diploma of Hospitality Management -
William Angliss
2010
VCE - undefined
Werribee Secondary College
2008
Skills
- Team leadership, training and mentoring
- Friendly and positive attitude
- Strong attention to detail
- Hotel Sales
- Children's volunteer check
- Intermediate computer skills (ie MS office)
- Administration and data entry experience
- Strong communication skills and confident phone manner
- Fluent in speaking English and Slovakian & can understand Croatian
- Ability to work in team environments and as an individual
- Proven experience in multi tasking and complaint handling in a timely manner
- Highly organised, self motivated
- Willingness to learn
- Opera and CMS software experience
- RSA certificate
- First Aid & CPR Certificate
Accomplishments
- Recognised by management for excellent customer service skills
- Recognised for receiving perfect score for Accounts Receivable duties
- Staff nominated for great teamwork and meeting profit targets
- Nominated for internal appraisals numerous times for remarkable guest services
- Excellent rapport with managers, staff and customers
- Multiple mentions from customers on trip advisor
- Personal emails from guests sent to GM about pro activeness and excellent customer service provided
References
Joy Solomano - 0407 623 587 - Senior Conference & Events Coordinator
Francis Teo - 0452 337 092 - Assistant Front Office Manager
Emily Curtis - 0409 974 944 - Assistant Spa Manager
Timeline
Spa Manager
L.M Spa, Lancemore Mansion Hotel, Werribee Park
01.2023 - 05.2023
Wedding & Event Assistant
Lancemore Mansion Hotel
09.2022 - 12.2022
Guest Services Manager
Lancemore Mansion Hotel, Werribee Park
01.2010 - 01.2021
Advanced Diploma of Hospitality Management -
William Angliss
VCE - undefined
Werribee Secondary College
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