Rinchen Lhamo
Rivervale,WA
Summary
Experienced team leader with 8 years in hotel operations, specializing in exclusive resorts and clubs. Proven ability to enhance guest service and customer experience through effective management and mentoring. Strong track record in monitoring customer satisfaction metrics and improving processes for team efficiency. Dependable professional known for attention to detail and success in fast-paced environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Team Leader
Ritz-Carlton Perth
Perth , Australia
06.2023 - Current
- Maintained detailed records of arrivals, departures, and room requirements.
- Welcomed guests during check-in and provided a fond farewell at checkout.
- Executed check-in and check-out processes following LQA standards.
- Addressed guest complaints and concerns efficiently and promptly.
- Coordinated multiple job duties in a high-pressure environment.
- Delivered excellent customer service adhering to hotel standards.
- Allocated rooms as needed based on occupancy levels.
- Collaborated with housekeeping to ensure timely room readiness.
Guest Relations Executive
Hotel Panchasheel Thimphu, Bhutan
Thimphu, Bhutan
01.2021 - 02.2023
- Ensured compliance with COVID protocols for guest arrivals and room requirements.
- Welcomed guests, checked temperatures during check-in, and provided farewells at checkout.
- Addressed guest complaints promptly to maintain high satisfaction levels.
- Oversaw VIP guest arrivals and departures in line with COVID regulations.
- Delivered professional customer service according to COVID guidelines.
- Trained under professionals to manage guest interactions following Bhutan's COVID rules.
- Provided detailed information on hotel amenities, town attractions, and activities.
- Coordinated with housekeeping for room cleaning in accordance with COVID protocols.
Guest Relations Executive
Novotel Chennai Sipcot, India
Chennai, Tamil Nadu
07.2019 - 09.2020
- Maintained detailed information on arrivals, room requirements, and occupancy rates.
- Welcomed guests during check-in and bid farewell during checkout.
- Handled guest complaints efficiently to ensure satisfaction.
- Oversaw VIP arrivals and departures, ensuring exceptional service.
- Coordinated multiple job duties in a busy hotel environment.
- Provided information on hotel amenities and local attractions to guests.
- Allocated rooms for arriving guests and managed reservations for large groups.
- Monitored guest feedback to identify areas for service improvement.
Guest Service Officer
The Ritz Carlton Bangalore, India
Bangalore , Karnataka
01.2019 - 07.2019
- Ensured prompt attention to customer queries and complaints.
- Coordinated VIP arrivals, tagging amenities for accurate presentation.
- Collaborated with IRD for seamless placement of amenities in rooms.
- Greeted guests upon arrival and departure, delivering exceptional hospitality.
- Managed outbound and inbound calls to address guest needs efficiently.
- Prepared organizational reports as required to support operational decisions.
- Handled transportation requests, ensuring timely service for guests.
- Arranged local tours and fulfilled concierge requests to enhance guest experiences.
Guest Service Officer
The Leela Ambience Delhi
Delhi, New Delhi
06.2016 - 12.2018
- Managed guest inquiries and resolved issues with efficiency and professionalism.
- Coordinated guest relations activities to enhance overall experience.
- Handled coordination between departments to fulfill guest requests swiftly.
- Ensured prompt attention to customer queries and complaints.
- Transferred calls to appropriate personnel for efficient service delivery.
- Maintained cleanliness at front desk area while managing responsibilities.
- Compiled VIP arrival lists and prepared amenities accordingly.
- Collaborated with in-room dining to ensure timely placement of orders.
Education
Diploma -
International Institute of Hospitality and Wellness Studies
01.2018
Class 12 - Arts
Kelki Higher Secondary School
01.2015
Class 10 -
Motithang Higher Secondary School
01.2012
Skills
- Leadership and training
- Adaptability and flexibility
- Effective communication
- Empathy and interpersonal relations
- Attention to detail
- Time management and multitasking
- Team collaboration
- Professionalism and dedication to service
- Physical fitness and problem-solving
- Volunteerism and positive ethics
- Guest relations
- Customer service
- Call center operations
- Coaching and mentoring
- Safety protocols
- Work planning and prioritization
- Shift scheduling
- Task delegation
- Cash handling procedures
- Staff training programs
- Team assessment techniques
- Leading team meetings
- Flexible scheduling abilities
- Deadline management skills
- Documentation and reporting proficiency
- Employee training initiatives
- Teamwork and collaboration efforts
- Team supervision expertise
- Team motivation strategies
- Complex problem-solving skills
- Quality improvement measures
- Overseeing daily activities efficiently
Certification
- Marriott Ignite Leadership Training Certificate.
- Completed training in Menjong Sorig Spa and Wellness
- Participated in the De-Suung Integrated Training Program
- Certificate of Desuup+ for COVID-19
- Driver’s license
- Valid Police Clearance
Languages
Dzongkha, English, Hindi, Nepali.
Personal Qualities
I always put people first while handling any situation, and along with my good communication skills, I like learning about new cultures and making friends, which brings out my bubbly character Great team player with a highly self-motivated aura that brings out my strong work ethic and a dependable person who has the ability to prioritize workloads, leading to the flourishment of the company
Personal Information
Visa: Temporary Graduate Visa (subclass 485)
Languages
English
Full Professional
Hindi
Full Professional
References
- Mrs. Madhumala Choubey, Assistant Front of House Manager, madhumala.choubey@ritzcarlton.com, +61 475080898
- Mr. Glyde Cooper, Guest Service Manager, glyde.cooper@ritzcarlton.com, +61 466 632 605466632605
Disclaimer
I hereby declare that the information stated above is true to the best of my knowledge and interest to work in any organization.
Timeline
Team Leader
Ritz-Carlton Perth
06.2023 - Current
Guest Relations Executive
Hotel Panchasheel Thimphu, Bhutan
01.2021 - 02.2023
Guest Relations Executive
Novotel Chennai Sipcot, India
07.2019 - 09.2020
Guest Service Officer
The Ritz Carlton Bangalore, India
01.2019 - 07.2019
Guest Service Officer
The Leela Ambience Delhi
06.2016 - 12.2018
Diploma -
International Institute of Hospitality and Wellness Studies
Class 12 - Arts
Kelki Higher Secondary School
Class 10 -
Motithang Higher Secondary School
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