Watekini Senitoga

Guest Service Agent

Crowne Plaza Fiji Nadi Bay Resort & SPA

11.2023 - Current

Pre-opening Team
Front Office Department
Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
Collected room deposits, fees, and payments.
Maximized revenue by upselling room upgrades and additional services.
Handled cash transactions accurately, balancing daily reports at the end of each shift.
Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Managed group bookings to ensure seamless organization of events and accommodations.
Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
Streamlined check-in processes for increased efficiency and reduced wait times.
Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
Greeted guests upon arrival and offered assistance.
Developed strong relationships with repeat customers, fostering loyalty and return visits.
Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
Improved guest experience scores by consistently delivering exceptional service through active listening skills.
Answered guest inquiries and provided information regarding hotel services and amenities.
Assisted guests with check-ins, account inquiries, and any additional services needed.
Greeted guests upon arrival by providing warm welcome.
Maintained high level of professionalism and discretion when dealing with guests.
Handled customer complaints to satisfy and retain guests.
Managed check-in and check-out procedures for guests.
Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Oversaw night auditing of daily room occupancy and hotel revenue.
Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Kept accounts in balance and ran daily reports to verify totals.
Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
Entered customer data into room system and updated information whenever patrons changed rooms.
Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
Generated and printed daily financial reports to track hotel performance.
Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
Looked over pending check-ins and payment processes to complete closing procedures.
Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthroughs.
Assisted management in forecasting room occupancy rates, optimizing room allocation and maximizing revenue.
Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
Managed inventory levels of supplies required for efficient front desk operations during overnight hours.
Ensured compliance with company policies and local regulations through meticulous record-keeping of nightly transactions.
Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
Established rapport with regular clientele by providing personalized service tailored to individual preferences.
Processed reservations and cancellations efficiently, optimizing room occupancy rates.
Managed front desk operations during night, maintaining security and guest safety.
Handled emergency situations calmly and effectively, ensuring guest safety and minimizing disruptions.
Resolved guest issues with professional and empathetic communication, improving overall stay experiences.
Updated guest accounts and processed payments accurately, safeguarding financial integrity.
Maintained cleanliness and orderliness in front desk area, creating welcoming atmosphere for guests.
Trained new night auditors in audit procedures and customer service practices, enhancing team capability.
Compiled and presented detailed reports on nightly revenue, aiding in financial planning and analysis.
Enhanced guest satisfaction by providing efficient check-in and check-out services.
Implemented guest feedback system for nighttime services, gathering valuable insights for service enhancements.
Contributed to team meetings with insights on night operations, fostering continuous improvement.
Provided guests with information about local attractions and services, enhancing their stay experience.
Coordinated with housekeeping and maintenance staff to address overnight issues, ensuring guest comfort.
Coordinated with daytime staff to communicate important guest information, ensuring smooth transitions and continuity of service.
Ensured compliance with all hotel policies and regulatory requirements, maintaining high standards of operations.
Conducted nightly audits to ensure financial accuracy, promoting transparency and trust.
Assisted in inventory management and supply ordering for front desk, ensuring preparedness and operational efficiency.

Summary

Overview

Work History

Guest Service Agent

FCCC Officer

Office Clerk

Education

Bachelor of Commerce - Human Resource Management & Employment Relations, Public Administrations

Form 7 -

Form 1 - Form 6 -

Skills

Weaknesses

Education

School Achievements

Interpersonal And Technical Skills

Personal Information

Hobbies and Interests

Timeline

Guest Service Agent

FCCC Officer

Office Clerk

Bachelor of Commerce - Human Resource Management & Employment Relations, Public Administrations

Form 7 -

Form 1 - Form 6 -

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