MELJO JOSE
New Plymouth,New Zealand
Summary
Results-driven Front Office Duty Manager with solid background in hospitality industry. Strengths include exceptional customer service, team leadership and operational management, all vital to success in fast-paced hotel environments. Previous roles demonstrate impactful contribution towards improving front office efficiency and achieving high guest satisfaction scores.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Front Office Duty Manager
Novotel New Plymouth
New Plymouth, New Zealand
10.2022 - Current
- Coordinated with other departments to ensure smooth functioning of daily operations.
- Reviewed occupancy reports each day to identify any discrepancies or issues that may arise.
- Developed and implemented procedures for handling emergency situations according to company policy.
- Established a system for tracking room inventory levels throughout the day.
- Added value to guest experiences through anticipating needs before they arise.
- Maintained complete knowledge of all hotel services, features, local attractions, and special events occurring at the hotel or nearby areas.
- Managed front office staff schedules and ensured adequate coverage of duties.
- Conducted regular audits of the front office area to ensure accuracy in billing and reservations systems.
- Processed payments from guests and provided accurate change when necessary.
- Assisted with training new employees on front office duties such as customer service techniques, cash handling policies.
- Utilized problem solving skills to resolve conflicts between customers and staff members.
- Ensured compliance with safety regulations regarding fire extinguishers, smoke detectors. in public areas.
- Ensured guest satisfaction by providing timely responses to guest inquiries and complaints.
- Monitored office inventory to maintain supply levels.
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
- Managed budget for front office department, including forecasting and cost control measures.
- Monitored guest satisfaction metrics and developed strategies to improve service quality.
- Handled guest complaints and issues, ensuring satisfactory resolution and guest satisfaction.
Night Duty Manager
Novotel New Plymouth
New Plymouth, New Zealand
04.2022 - 10.2022
- Completing and maintaining the Night Audit process with a high level of accuracy and attention to detail
- This includes the audit of the daily activity of the front office and food & beverage operations
- Following standard operating procedures and checklists
- The daily balancing of all financial transactions within the hotel
- Providing accurate and up-to-date financial and yield reports as directed
- General front desk duties including the check-in & check out of guests, taking and making reservations
- Resolving guest queries and complaints
- Sole responsible and in charge of the hotel's overnight operation
- Responsible for the daily compilation and distribution of requested reports to department heads
- Responsible for the upkeep and cleanliness of the foyer, front desk area and the front of the building
- Any additional tasks that may be set from time to time by Management
- Ensuring the health, safety and security of guests and staff
- Managed emergencies in a timely and efficient manner.
Front Office Agent
M Social Auckland
Auckland, New Zealand
05.2021 - 04.2022
- Created a welcoming atmosphere by providing friendly customer service at all times.
- Answered guest inquiries regarding hotel services, amenities, and local attractions.
- Maintained accurate records of reservations and cancellations.
- Performed administrative duties including filing paperwork, updating guest profiles, and responding to emails and phone calls.
- Handled complaints or escalated issues to appropriate manager when necessary.
- Verified guest identification before issuing keys or access cards for rooms and amenities.
- Performed light housekeeping tasks such as vacuuming carpets and dusting surfaces.
Hotel Commissionaire/Front office agent
M Social Auckland
Auckland, New Zealand
11.2019 - 03.2021
- Managing a team of 2 subordinates during my shift
- Manage the day-to-day operations covering valet parking and lobby operations
- Ensure that the valet parking car keys are well-logged and organised
- Personally, develop and carry out training for all new porters
- Ensure the Lobby operations run smoothly, especially on high volumes of check-in and check-out
- Handling guest feedback may be compliments or complaints
- Prepare the Welcome package for club room arrivals
- Update the Daily Courtesy call Report
- Ensure that mini-bar is all stocked up
- Working closely with other departments especially pastry, Housekeeping and Food and beverages for guest requests for Special occasions complimentary for Birthdays and wedding anniversaries
- Responsible for preparing the welcome cards for our VIPs
- Handling in-Room Request Decorations for special occasions like Birthdays and Anniversaries
- Arrange transportation for hotel guests
- Assisting guests with various travel arrangements such as restaurant bookings, arranging spa services, and tours of local attractions
Hotel Porter
M Social Auckland
Auckland, New Zealand
04.2018 - 11.2019
- Assist with the day-to-day operations at the concierge desk and lobby
- Ensure smooth parking at the highest standards
- Constantly ensure cleanliness and safety around the lobby, front door and parking area
- Ensure guest luggage is accurately tagged and delivered to respective rooms
- Ensure the swift handling of guest complaints as well as excellent customer service for guest arrival to leave an everlasting pleasant experience
- Assist with sending and receiving parcels
Housekeeping Supervisor
Auckland Institute of Studies
Auckland, New Zealand
06.2017 - 12.2017
- Performing offices, cafeteria, toilet and public area checks
- Carry out training for all new housekeepers
- Overseeing and assessing staff performance
- Providing housekeeping instructions and guidelines
Housekeeper
Auckland Institute of Studies
Auckland, New Zealand
04.2016 - 06.2017
- Maintaining high standards of cleaning the public areas, toilets, cafeteria and offices
Education
Bachelor of Hospitality Management -
Auckland Institute of Studies
Auckland01.2022
Secondary Education -
National School
01.2011
Primary -
Don Bosco School
01.2009
Skills
- Revenue management
- Front Desk Operations
- Guest Relations Management
- Complaint Handling
- Staff Training and Development
- Property Management Systems
- Microsoft Office Suite
- Decision-making capabilities
- Inventory Control
- Reservations assistance
- Customer Service
- Employee Supervision
Accomplishments
- Promoted to Front Office Duty Manager
- Promoted to Hotel Commissionaire
- Promoted to Housekeeping Supervisor
- Increased RPS scores from 2023 to 2024 and made Novotel New Plymouth top performing Novotel's in Asia Pacific region
- Achieved the ALL recruitment target in 6 months.
Certification
- Manager Certificate - New Plymouth District Council
- LCQ
- Essential First Aid training- Red Cross
- Fire warden Training
Personal Information
Nationality: Indian
Languages
- Malayalam
- English
References
References available upon request
Timeline
Front Office Duty Manager
Novotel New Plymouth
10.2022 - Current
Night Duty Manager
Novotel New Plymouth
04.2022 - 10.2022
Front Office Agent
M Social Auckland
05.2021 - 04.2022
Hotel Commissionaire/Front office agent
M Social Auckland
11.2019 - 03.2021
Hotel Porter
M Social Auckland
04.2018 - 11.2019
Housekeeping Supervisor
Auckland Institute of Studies
06.2017 - 12.2017
Housekeeper
Auckland Institute of Studies
04.2016 - 06.2017
Bachelor of Hospitality Management -
Auckland Institute of Studies
Secondary Education -
National School
Primary -
Don Bosco School
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