Sana Salahuddin
Canberra,ACT
Summary
A Duty Manager at Hotel Realm/Burbury Hotel & Apartments, I excel in operations management and verbal communication, enhancing guest satisfaction through strategic process updates and employee development. Achieved significant efficiency improvements, demonstrating a proactive approach to service management and staff training.
Overview
10
10
years of professional experience
Work History
Duty Manager
Hotel Realm/ Burbury Hotel & Apartments
Canberra, ACT
05.2020 - Current
- Managed team, ensuring high productivity and quality standards were met.
- Implemented new operational procedures, increasing efficiency.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Collaborated with team members to meet daily productivity goals and deadlines.
- Oversaw the daily operations of all departments within the hotel including front desk, housekeeping, maintenance and food and beverage services.
- Conducted regular staff meetings to communicate objectives, updates, and gather feedback.
- Enhanced guest services through the integration of new technology and systems.
- Supervised staff members during shifts to ensure tasks were completed efficiently.
- Inspected hotel rooms and public spaces to determine cleanliness and need for room updates.
- Verified customer credit to establish payment method for accommodations.
- Assisted guests at check-in, providing information on various services within hotel.
- Responded to and resolved guest issues or complaints.
- Managed inventory of supplies needed for daily operations of the hotel.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Handled customer complaints professionally while providing solutions in a timely manner.
Guest Service Officer
The Sebel Canberra
Canberra, ACT
07.2019 - 04.2021
- Greeted guests upon arrival and checked them in to their accommodations.
- Updated front desk's concierge book to maintain most relevant visitor information.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Offered guests details regarding hotel's amenities, local arts and culture, nightlife, dining options, attractions and museums.
- Performed daily opening and closing procedures for the front desk including cash management duties.
- Took reservations from patrons by phone or online.
- Coordinated with housekeeping staff regarding room status changes throughout the day.
- Assisted guests with luggage storage or retrieval needs.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Front Desk Guest Service Agent
Hyatt Hotel Canberra
Canberra, ACT
09.2017 - 06.2019
- Maintained smooth operations by correctly assigning rooms and coordinating guest check-ins and check-outs.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Verified credit card authorization forms before accepting payments from customers.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
Front Office Executive
Swissotel Kolkata
Kolkata, West Bengal
05.2016 - 08.2017
- Managed incoming calls and emails in a timely manner.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Prepared weekly reports summarizing customer service issues encountered during the week.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Provided customer service support to clients over the phone and in person.
- Supported other departments with tasks as assigned by supervisors or managers.
- Managed the switchboard system by answering calls promptly and transferring them to relevant departments or personnel.
Management Trainee Program
ITC Grand Chola
Chennai
07.2015 - 03.2016
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Performed administrative tasks such as data entry, filing, and document preparation.
- Shadowed managers to gain understanding of organizational expectations and management techniques.
- Resolved customer issues efficiently to build loyalty.
- Collaborated with sales and marketing teams to enhance product positioning and branding.
- Participated in risk management assessments and mitigation planning.
- Reviewed completed work to verify consistency, quality, and conformance.
Education
Diploma in Hospitality Management - Hospitality Administration And Management
International Institute of Hotel Management
05-2012
B. Sc in Catering And Tourism - Tourism And Hospitality
International Institute of Hotel Management
05-2012
Skills
- Process updates
- Employee development
- Verbal and written communication
- KPI setting and review
- Service management
- Financial reporting
- Inventory management
- Time management
- Staff training
- Operations management
Languages
English
Full Professional
Hindi
Full Professional
Bengali
Professional
Timeline
Duty Manager
Hotel Realm/ Burbury Hotel & Apartments
05.2020 - Current
Guest Service Officer
The Sebel Canberra
07.2019 - 04.2021
Front Desk Guest Service Agent
Hyatt Hotel Canberra
09.2017 - 06.2019
Front Office Executive
Swissotel Kolkata
05.2016 - 08.2017
Management Trainee Program
ITC Grand Chola
07.2015 - 03.2016
Diploma in Hospitality Management - Hospitality Administration And Management
International Institute of Hotel Management
B. Sc in Catering And Tourism - Tourism And Hospitality
International Institute of Hotel Management
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