Ngawai Rogers
Gisborne,GIS
Summary
Customer-focused hospitality professional with proven track record in enhancing guest experiences and streamlining front desk operations. Known for reliability and adaptability, consistently contributing to team success and exceeding guest expectations. Skilled in communication, problem-solving, and maintaining welcoming environment.
Overview
11
11
years of professional experience
Work History
Motel Manager
Tudor Park Motel
02.2024 - Current
- Handled guest complaints efficiently, resolving issues quickly to maintain satisfaction levels consistently high.
- Improved guest satisfaction by implementing efficient check-in and check-out procedures.
- Streamlined housekeeping processes to ensure clean and comfortable rooms for guests.
- Trained staff on best practices, enhancing overall motel performance and guest experience.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Oversaw day-to-day operations of a 15 room motel with staff of 7 employees.
Senior Receptionist
Waikanae Beach Top 10 Holiday Park
10.2022 - Current
- Enforce policies and procedures to increase efficiency
- Introduce customers to resort amenities with pleasant and helpful demeanour
- Answer questions and addressed, resolved, or escalated issues to management personnel to satisfy customers
- Collected room deposits, fees, and payments
- Develop and maintain positive relationships with guests for satisfaction
- Liaised with housekeeping staff to verify service and maintenance of park standards
- Greet guests at front desk and engage in pleasant conversations while managing check-in process
Front Desk Receptionist
Punga Cove Resort
08.2023 - 01.2024
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Kept accounts in balance and ran daily reports to verify totals.
- Enhanced guest satisfaction by efficiently managing check-ins and check-outs at the hotel reception.
- Managed cash transactions accurately, maintaining proper financial records for the reception area.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness for incoming guests.
Front Office Manager
Emerald Hotel
08.2022 - 10.2022
- Coordinate and administer front office duties
- Check in and check out of guests
- Supervising and training my front office team
- Carrying out general management of hotel duties
- Recruiting new employees and preparing contracts
- Dealing with guest complaints and overseeing maintenance issues
- Processing weekly wages
- Processing cash and Eftpos payments, inputting of bank deposits on guest accounts, reconciling of petty cash and AIR NZ crew allowance and supplier invoice processing
- Overseeing the day-to-day operation of the hotel
Motel Receptionist
Captain Cook Motor Lodge
11.2019 - 09.2022
- Overseeing day to day running of Motor Lodge
- Training new employees
- Cross trained in Restaurant, Reception, and Housekeeping
- Managing of restaurant and kitchen staff
- Maintain guest records and book reservations
- Check in and check out guests
- Deal with guest complaints and maintenance issues
Guest Service Agent
Novotel Surfers Paradise
10.2018 - 01.2019
- Greet guests upon arrival and making them feel welcomed
- Administer check ins and check outs
- Provide front desk service to guests
- Assign rooms and taking care of administrative duties
- Process guest payments
- Diffuse conflict or tense situations with guests
Hotel Receptionist
Art Deco Masonic Hotel & Expressotel
01.2016 - 01.2018
- Greet and register guests issue keys in a friendly manner
- Handle guest bookings using the hotel reservation system
- Process cash and card payments
- Deal with all enquiries by telephone, face to face and emails
- Prepare guest bills upon check out
- Deal with guest complaints in an approachable manner
Motel Receptionist/Motel Minder
Spanish Lady Motel
01.2014 - 01.2016
- Oversee the day to day running of the motel
- Assign duties to housekeeping staff
- Check in and check out guests
- Handle all guest enquiries and complaints
- Observe staff performance and ensure they adhere to company rules and regulations
- Coordinate and administer front office duties
Education
Diploma in Applied Business - Office Management
Eastern Institute of Technology
01.2016
Diploma in Travel and Tourism -
Eastern Institute of Technology
01.2014
Skills
- Professional appearance
- Customer service
- Teamwork and collaboration
- Problem-solving skills
- Front desk operations
- Excellent communication
- Reservation management
- Housekeeping supervision
- Guest services management
- Staff training and development
- Guest complaint resolution
- Property maintenance
References
- Kim Heern, Owner, Tudor Park Motel, 02108217003
- Paula Kawasaki, Resort Manager, Punga Cove Resort, 02108217003
- Ajay Verma, Past General Manager, Emerald Hotel, 0277480 000
- Chris Lee, Current Owner, Captain Cook Motor Lodge, 0273001234
Timeline
Motel Manager
Tudor Park Motel
02.2024 - Current
Front Desk Receptionist
Punga Cove Resort
08.2023 - 01.2024
Senior Receptionist
Waikanae Beach Top 10 Holiday Park
10.2022 - Current
Front Office Manager
Emerald Hotel
08.2022 - 10.2022
Motel Receptionist
Captain Cook Motor Lodge
11.2019 - 09.2022
Guest Service Agent
Novotel Surfers Paradise
10.2018 - 01.2019
Hotel Receptionist
Art Deco Masonic Hotel & Expressotel
01.2016 - 01.2018
Motel Receptionist/Motel Minder
Spanish Lady Motel
01.2014 - 01.2016
Diploma in Travel and Tourism -
Eastern Institute of Technology
Diploma in Applied Business - Office Management
Eastern Institute of Technology
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