Tshering Lama
Rivett,ACT
Summary
Dynamic hospitality professional recently awarded Employee of the Year 2024 among all Ovolo Hotels in Australia with extensive experience at Burj Al Arab. Proven track record in enhancing guest satisfaction and streamlining operations. Skilled in account reconciliation and complaint handling, fostering a culture of continuous improvement and mentorship among team members.
Professional with a keen focus on team collaboration and achieving results. Skilled in managing front office operations, enhancing guest satisfaction, and optimizing administrative processes. Strong communication and problem-solving abilities, adaptable to changing needs, and reliable in all situations. Prepared to make a significant impact by leveraging organizational skills and customer-centric approach.
Overview
11
11
years of professional experience
Work History
Assistant Front Office Manager
Ovolo Nishi Hotel
04.2021 - Current
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Organized weekly team meetings to address challenges, review progress, and set goals for continuous improvement.
Executive Butler
Burj Al Arab
09.2016 - 07.2018
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Reviewed employee concerns and new opportunities to drive business strategies.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
Front Desk Officer
Shambaling Botique Hotel
02.2014 - 06.2016
- Provided personalized recommendations for local attractions, restaurants, and activities based on guest preferences.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Consistently maintained a clean and well-organized front desk area, creating an inviting atmosphere for guests upon arrival.
- Handled phone calls effectively, routing them to relevant departments or taking messages as needed.
Education
Bachelor of Science - Airlines Tourism And Hospitality Management
Rayat And Bahra Institue of Hospitality Management
V.P.O, Tehsil, Sahauran, Kharar, Punjab 140103, In12-2014
Skills
- Customer service
- Front desk operations
- Staff training and development
- Employee supervision
- Complaint handling
- Emergency response readiness
- Account reconciliation
- Administrative support
- Payroll and budgeting
Trannings
- First Aid
- Fire and Evacuation
- Responsible Service of Alcohol
- Emergency Response
Reference
Available on request.
Timeline
Assistant Front Office Manager
Ovolo Nishi Hotel
04.2021 - Current
Executive Butler
Burj Al Arab
09.2016 - 07.2018
Front Desk Officer
Shambaling Botique Hotel
02.2014 - 06.2016
Bachelor of Science - Airlines Tourism And Hospitality Management
Rayat And Bahra Institue of Hospitality Management