Catherine Masoe
Clover Park,AUK
Summary
Proven leader in hospitality management, notably at Quest Hotel, where I enhanced customer satisfaction and streamlined operations. Skilled in staff training and development, with a strong focus on guest relations. Achieved significant improvements in team performance and efficiency through effective workflow planning and leadership.
Overview
10
10
years of professional experience
Work History
Acting Reception Manager
Quest Hotel
08.2024 - Current
- Improved customer satisfaction by implementing efficient front desk procedures and streamlining check-in/check-out processes.
- Managed guest complaints effectively, resolving issues promptly and professionally to ensure positive experiences for all clients.
- Streamlined inventory management by establishing an organized system for ordering supplies and tracking usage patterns.
- Provided support to colleagues during challenging situations by offering assistance, guidance, and encouragement as needed.
- Ensured compliance with health and safety regulations by conducting regular facility inspections and addressing any concerns immediately.
- Collaborated with other department managers to create seamless guest experiences across all hotel services.
- Coordinated group bookings efficiently, working closely with event planners to tailor packages that met client-specific requirements.
- Assisted in the hiring, training, and mentoring of new staff members, fostering a collaborative work environment focused on excellent customer service.
Housekeeping Room Attendant
Jet Park Airport Hotel & Conference Centre
06.2016 - 10.2018
- Removed bed sheets and towels from rooms and pre-treated stains to maintain and restore linen condition.
- Replaced used towels and other bathroom amenities such as shampoo, paper towels, and soap.
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Sanitized all kitchen surfaces, wiped down cabinets, and swept and mopped floors
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Provided exceptional customer service when interacting with guests during their stay, creating a positive impression of the hotel''s commitment towards excellence.
- Improved room turnaround times by efficiently managing daily tasks and prioritizing room assignments.
Duty Manager
Quest Hotel
09.2023 - Current
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
Duty Manager
Jet Park Airport Hotel & Conference Centre
10.2018 - 09.2023
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members.
Receptionist
Jet Park Airport Hotel & Conference Centre
06.2018 - 10.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
Afterschoolcare Manager
SKIDS
03.2015 - 06.2016
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
Education
Southern Cross Campus
2010
Skills
- Customer service focus
- Budgeting and financials
- Staff training and development
- Data entry proficiency
- Guest relations
- Strong leadership
- Planning and prioritization
- Workflow planning
Languages
English
Full Professional
Samoan
Full Professional
Timeline
Acting Reception Manager
Quest Hotel
08.2024 - Current
Duty Manager
Quest Hotel
09.2023 - Current
Duty Manager
Jet Park Airport Hotel & Conference Centre
10.2018 - 09.2023
Receptionist
Jet Park Airport Hotel & Conference Centre
06.2018 - 10.2018
Housekeeping Room Attendant
Jet Park Airport Hotel & Conference Centre
06.2016 - 10.2018
Afterschoolcare Manager
SKIDS
03.2015 - 06.2016
Southern Cross Campus