ROBERTO SCALAS
Cairns,Australia
Summary
Flexible and hardworking Front Office Duty Manager with strong leadership, planning and problem-solving abilities. Optimizes processes and procedures to maximize customer satisfaction and improve resolution efficiency.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Office Supervisor
The Benson Hotel Cairns
11.2024 - Current
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Dispersed petty cash to employees and collected and managed receipts.
Front Office Duty Manager
Punthill Spring Hill Brisbane
10.2023 - 07.2024
- Adopt a hands-on approach to leadership by performing check-ins, engaging in meaningful guest interactions, answering calls, and delivering outstanding guest service
- Maintain accuracy in room inventory control and collaborate with the Reservations and Housekeeping departments to ensure seamless operations
- Train and develop front office staff, ensuring skills and staffing levels meet the needs of hotel occupancy and guest expectations
- Manage departmental rosters and ensure compliance with Human Resources and Payroll requirements
- Regularly review Front Office procedures, policies and standards to maximise efficiency and productivity
- Work closely with the General Manager to make informed decisions that directly impact the profitability of the business
Night Auditor
Daydream Island Resort
06.2023 - 09.2023
- Respond to guest complaints, requests and emergencies
- Audit and balance reports from the day shifts
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- · Prepare guest bills for next-day checkouts and process VCC (Booking, Expedia, Jetstar)
- · Balance cash drawers and record receipts
Guest Service Officer
Four Seasons Sydney
09.2022 - 05.2023
- Welcoming guests in a friendly and professional way
- Addressing and escalating customer complaints
- Providing information about facilities, programs and other services
- Review arrival lists to welcome guests
- Attend to special guests (e.g
- VIPs) and answer their inquiries
- Help prepare welcome folders with collateral (e.g
- Room service menus, area descriptions)
- Provide information about amenities, area and venues and promote services
- Anticipate guest needs and build rapport with customers
- Offer assistance with certain tasks (e.g
- Confirming travel arrangements, taking messages)
- Address customer complaints and escalate to Guest Relations Manager when needed
Guest Relations Officer
Kudafushi Resort & Spa Maldives
09.2021 - 09.2022
- Welcoming Guests with polite and friendly manner
- Provide information about amenities, area and venues and promote services (Photo Shoot, Floating Breakfast)
- Selling excursions: Snorkeling, Dolphins cruise and Fishing trip
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints
- Attend to special guests (e.g
- VIPs) and answer their inquiries
- Address customer complaints and escalate to Guest Relations Manager when needed
Customer Service Associate
Concentrix CVG Italy S.r.l.
11.2020 - 09.2021
- Company Overview: Cagliari, Italy
- Developed and actualized customer service initiatives to decrease wait times
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Resolved concerns with products or services to help with retention and drive sales
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Making order replacement or refund via credit card
- Offered basic technical support for clients on wide range of company products
- Cagliari, Italy
Front Desk Agent
Carema Hotels
07.2020 - 09.2020
- Company Overview: Menorca, Spain
- Greeting visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Used internal software to process reservations, check-ins and check-outs
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment and shopping activities
- Took reservations over phone, in person and via computer for guests and provided confirmation information
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal
- Menorca, Spain
Server
Rosinella Trattoria & Pizzeria
08.2019 - 01.2020
- Company Overview: Miami Beach, United States
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business
- Explained menu items and suggested appropriate options for food allergy concerns
- Checked identification for minimum age for sale of alcoholic beverages
- Worked with POS system to place orders, manage bills and handle complimentary items
- Miami Beach, United States
Server
Walt Disney World
08.2018 - 08.2019
- Company Overview: Orlando, United States
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers
- Dealing with complaints or problems with a positive attitude
- Cultivated warm relationships with regular customers
- Kept register accurate through correct billing, payment processing and cash management practices
- Orlando, United States
Front Desk Agent
Aquadulci Hotel
04.2018 - 07.2018
- Company Overview: Chia, Italy
- Greeting visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Used internal software to process reservations, check-ins and check-outs
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, shopping activities and excursions
- Took reservations over phone, in person and via computer for guests and provided confirmation information
- Working during early, late and night shift
- Chia, Italy
Customer Service Associate
Amazon Italy
10.2017 - 01.2018
- Company Overview: Cagliari, Italy
- Developed and actualized customer service initiatives to decrease wait times
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Resolved concerns with products or services to help with retention and drive sales
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered basic technical support for clients on wide range of company products
- Making order replacement or refund by credit card
- Cagliari, Italy
Front Desk Agent
Grande Baia Resort & Spa
05.2017 - 10.2017
- Company Overview: San Teodoro, Italy
- Greeting visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Took reservations over phone, in person and via computer for guests and provided confirmation information
- Used internal software to process reservations, check-ins and check-outs
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, shopping activities and excursions
- Working during early, late and night shift
- San Teodoro, Italy
Front Desk Agent
The Beverley Hotel
12.2016 - 04.2017
- Company Overview: London, United Kingdom
- Greeting visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Used internal software to process reservations, check-ins and check-outs
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, shopping activities and city tours
- Took reservations over phone, in person and via computer for guests and provided confirmation information
- Working during early, late and night shift
- London, United Kingdom
Front Desk Agent
Le Dune Resort & Spa
05.2016 - 09.2016
- Company Overview: Badesi, Italy
- Greeting visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Used internal software to process reservations, check-ins and check-outs
- Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, shopping activities and excursions
- Took reservations over phone, in person and via computer for guests and provided confirmation information
- Badesi, Italy
Education
Tourism - Receptionist course with European qualification
CSM Turismo & Formazione
05.2016
High School Diploma - High School in Tourism
Enrico Mattei
06.2015
Skills
- Guest complaint resolution
- Guest inquiry resolution
- Money handling abilities
- Office administration
- Knowledge of Opera
- Knowledge of Opera Cloud
- Knowledge of RMS
- Knowledge of HotSos
- Knowledge of Protel
- Knowledge of Ericsoft Suite
- Knowledge of Nuconga
- Knowledge of Word
- Knowledge of PowerPoint
- Knowledge of Excel
Certification
- RSA
- First Aid+CPR
- Food Safety Supervisor (Level 1 & Level 2)
- QLD Driver License
Languages
Italian
English
Spanish
French
Timeline
Front Office Supervisor
The Benson Hotel Cairns
11.2024 - Current
Front Office Duty Manager
Punthill Spring Hill Brisbane
10.2023 - 07.2024
Night Auditor
Daydream Island Resort
06.2023 - 09.2023
Guest Service Officer
Four Seasons Sydney
09.2022 - 05.2023
Guest Relations Officer
Kudafushi Resort & Spa Maldives
09.2021 - 09.2022
Customer Service Associate
Concentrix CVG Italy S.r.l.
11.2020 - 09.2021
Front Desk Agent
Carema Hotels
07.2020 - 09.2020
Server
Rosinella Trattoria & Pizzeria
08.2019 - 01.2020
Server
Walt Disney World
08.2018 - 08.2019
Front Desk Agent
Aquadulci Hotel
04.2018 - 07.2018
Customer Service Associate
Amazon Italy
10.2017 - 01.2018
Front Desk Agent
Grande Baia Resort & Spa
05.2017 - 10.2017
Front Desk Agent
The Beverley Hotel
12.2016 - 04.2017
Front Desk Agent
Le Dune Resort & Spa
05.2016 - 09.2016
Tourism - Receptionist course with European qualification
CSM Turismo & Formazione
High School Diploma - High School in Tourism
Enrico Mattei
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