Nishita Lopez
Melbourne,VIC
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
7
7
years of professional experience
Work History
Welcome Duty Manager
W Melbourne
03.2024 - Current
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Defined clear targets and objectives and communicated to other team members.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Implemented cost-saving measures to enhance profitability and align with budget.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Solicited customer feedback to identify and improve on areas of weakness.
- Conducted regular performance appraisals of staff to determine compliance of goals and objectives.
- Streamlined check-in/check-out processes, resulting in reduced wait times and increased guest satisfaction scores.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
Welcome Supervisor/ Rooms Controller
W Melbourne
05.2023 - 03.2024
- GXP: Guest Planning Screen, Pre -Arrival Check, Problem and Conflict Resolution, Performing check in and check out process, Running through VIP arrival report, Guest Engagement
Welcome Agent
W Melbourne
03.2023 - 05.2023
- GXP: Guest Planning Screen, Pre -Arrival Check, Problem and Conflict Resolution, Performing check in and check out process, Running through VIP arrival report, Guest Engagement
Residence's Concierge
The Ritz - Carlton Residences
03.2022 - 02.2023
- Interaction with residents and guests, Making reservation and answering phone calls, Creating WOW moments, Submitting WOW stories via Inspire, Handling of parcels and laundry, Resolution of problems & conflict, Making reservation and answering phone calls, Liaising with External Vendors, Training of New Hire, Banquet - serving of beverages for events
Welcome Team Leader
W Singapore - Sentosa Cove
03.2022 - 02.2023
- Guest InteractionCreating
- WOW moments
- Pre - Arrival Email, Setting up Room & Arranging Amenities
- Performing check in and check out process
- End of Shift Cashiering Duties
- Basic Room Controlling
- Processing Refund
- Running through VIP arrival report
- Mentored and guided employees to foster proper completion of assigned duties.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Evaluated staff performance and provided coaching to address inefficiencies.
Welcome Executive
W Singapore - Sentosa Cove
02.2021 - 03.2022
- Guest Interaction, Creating WOW moments, Pre - Arrival Email, Setting up Room & Arranging Amenities, Problem and Conflict Resolution, Performing check in and check out process, End of Shift Cashiering Duties, Basic Room Controlling, Processing Refund, Training of New Hires, Interns and Casuals, Running through VIP arrival report
Residence's Concierge
The Ritz - Carlton Residences
02.2018 - 02.2022
- Interaction with residents and guests, Making reservation and answering phone calls, Creating WOW moments, Handling of parcels and laundry, Resolution of problems & conflict, Making reservation and answering phone calls
Part-time Warehouse and Event Staff
Swapaholic, Singapore
08.2018 - 02.2022
- Customer service - events, Data Entry, Quality Check, Warehouse Job Scopes
Lobby Ambassador
Andaz Singapore
07.2019 - 09.2020
- Interaction with residents and guests, Handling of parcels and laundry, Resolution of problems & conflict
Sales Associate
Robinsons
11.2016 - 12.2016
- Costumer Service, Gift Wrapping, Stock Taking, Logistics
Education
Bachelor Degree in International Business & Management - Business Management
Murdoch University
Perth, WA01.2021
Diploma in General Commerce - Business Administration
Murdoch University
Perth, WA04.2019
Murdoch University Preparation Course -
Murdoch Institute of Technology
Perth, WA02.2018
Cambridge (GCE N & O Levels) -
Anderson Secondary School
Singapore 12.2016
Primary School Leaving Examination (PSLE) -
Juying Primary School
Singapore12.2011
Skills
- Training and mentoring
- Analytical Thinking
- Operations Management
- Staff Management
Accomplishments
- Employee of The Quarter 2022 at The Ritz - Carlton Residences, Singapore
- Receptionist of The Year Singapore 2022 - Top 5 Finalist
- Top Rooms Upseller at W Singapore Sentosa Cove
- Top Marriott Bonvoy Enroller at W Singapore Sentosa Cove
- Talent of The Year at W Singapore 2021
Languages
English Language
Malay Language
Leadership Roles
- Vice-Captain of Basketball Team
- Welfare Head of Class (2013)
Mentoring
English Tutor (2011-2012)
Achievements And Awards
- 2009, National Survival Swimming Award - Bronze Award, Singapore Life Guard Corps - 1Km Endurance Swim
- 2010, Grade 2 Theory of Music, Elementary Swimming Course Level 1
- 2011, Grade 3 Theory of Music, Extensive Reading Tutor
- 2012, Grade 1 Piano, Malay Language Creative Writing Course, The University of New South Wales International Competition and Assessments for Schools in Mathematics
- 2013, Waves of Hope Certificate of Completion (10 laps), Top 3 for English Language in Term 2 SA1 - Anderson Secondary School
- 2014, Waves of Hope Certificate of Completion (20 laps), Top 3 for English Language in Term 2 SA1 - Anderson Secondary School
- 2015, Host Student, 18th Anderson Student Exchange Program
- 2016, Advanced Elective Module in Introduction to Tourism & Hospitality
- 2017, Honour Roll Certificate of Recognition - Murdoch Institute of Technology Trimester 2, Murdoch Institute of Technology Honour Roll - Letter of Commendation
- 2018, Honour Roll Certificate of Recognition - Murdoch Institute of Technology Trimester 3
- 2021, Singapore Best Receptionist of The Year Finalist (Top 10)
- 2022, Best Employee of the Quarter - The Ritz - Carlton Residences, Singapore
nishita.lopez@whotels.com, sabrinanishita@gmail.com
Hospitality
- Hosting Thai Student Exchange Program
- Advanced Elective Module in Hospitality & Tourism
Hobbies and Interests
- Sports
- Reading
- Creative Writing
- Photography
Volunteer Experience
- Lion Befrienders Service Association (2012)
- Beach Clean-Up (2013)
- Spread Awareness on High Rise Littering (2014)
- Spread Awareness about Malaria & Dengue (2015)
- Recycling (2016)
- Waves of Hope - Swimathon (2014,2015,2016)
Software
Opera
Lightspeed
GXP
KnowCross - Housekeeping Management System
Microsoft Office - Word, Excel & Powerpoint
Adobe - Lightroom & Photoshop
Timeline
Welcome Duty Manager
W Melbourne
03.2024 - Current
Welcome Supervisor/ Rooms Controller
W Melbourne
05.2023 - 03.2024
Welcome Agent
W Melbourne
03.2023 - 05.2023
Residence's Concierge
The Ritz - Carlton Residences
03.2022 - 02.2023
Welcome Team Leader
W Singapore - Sentosa Cove
03.2022 - 02.2023
Welcome Executive
W Singapore - Sentosa Cove
02.2021 - 03.2022
Lobby Ambassador
Andaz Singapore
07.2019 - 09.2020
Part-time Warehouse and Event Staff
Swapaholic, Singapore
08.2018 - 02.2022
Residence's Concierge
The Ritz - Carlton Residences
02.2018 - 02.2022
Sales Associate
Robinsons
11.2016 - 12.2016
Bachelor Degree in International Business & Management - Business Management
Murdoch University
Diploma in General Commerce - Business Administration
Murdoch University
Murdoch University Preparation Course -
Murdoch Institute of Technology
Cambridge (GCE N & O Levels) -
Anderson Secondary School
Primary School Leaving Examination (PSLE) -
Juying Primary School
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