Mimilo Tulia
Auckland,Auckland
Summary
Polite and professional Senior Duty Manager successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Duty Manager
Copthorne Hotel Auckland City
Auckland , Auckland
2013.10 - Current
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance.
- Conducted continuous reviews of accounts, procedures and personnel to optimize processes and improve performance.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Maintained financial accuracy when handling over $1500 in revenue each day.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Managed client correspondence and tracked records to foster office efficiency.
- Evaluated employee performance on every six months basis and conveyed constructive feedback to improve skills.
- Supervised site investigations, reported issues and escalated those that required further assistance.
- Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards.
Cashier
SkyCity Auckland
Auckland , Auckland
2012.01 - 2013.04
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Reviewed and resolved differences between accounting information and cash drawer.
- Counted cash in register drawer to balance register at beginning and end of shift.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Resolved issues with POS systems, card readers and receipt printers to prevent customer delays.
- Checked bills with counterfeit pens and examined coins to spot and refuse foreign currency.
- Organized and reported on financial information to document payment histories and assist with sound financial accounting.
- Checked prices for customers and processed items sold by scanning barcodes.
- Maintained organized and clean customer areas by completing daily recovery checklists.
- Mentored new team members on registers, meeting customer needs, maximizing group performance and maintaining high satisfaction with customers.
- Assisted customers with special services, account updates and promotional options.
Education
Bachelor of Business - Business Administration And Management
Auckland University of Technology
Auckland, AucklandManager Certificate Level 4 - Front Line Management
Te Wānanga O Aotearoa
Auckland, Auckland2017
Money Management Certificate Level 3 - Accounting And Business Management
Te Wānanga o Aotearoa
Auckland, Auckland2016
Skills
- Guest accommodations
- Policy and procedure adherence
- Office and staff streamlining
- Marketing
- Guest experiences
- Brand management
- Reservations management
- Accounts payable and receivable
- Outstanding communication skills
- Staff supervision
- Talented leader
- Cash handling
- Samoan and English language fluency
- Telephone etiquette
- Quality assurance
- Cleaning/sanitation processes
- Special needs travelers
- Training and mentoring
- Emergency care
- Documentation
- Lost and found procedures
- Decision-making
- Front desk experience
- Computer knowledge
- Guest satisfaction specialist
- Issue resolution
- Hotel operations and management
- Team building
- Hospitality industry
- Hospitality service expertise
- Property management
- Maintenance reports
- Corporate policies
- Five-star hotel experience
- Food and beverage services
- Hospitality background
- Sale expertise
Certification
- Licence Controller Qualification
- Managers Certificate (Expiry date - 31 August 2021)
- SafeServ certification: Food Handling
- New Zealand Red Cross Certificate
- Computing certificate Level 2,3 and 4
- Certificate of Five Years loyal and dedicated service for Millennium, Copthorne & Kingsgate Hotels & Resorts
Timeline
Senior Duty Manager
Copthorne Hotel Auckland City
2013.10 - Current
Cashier
SkyCity Auckland
2012.01 - 2013.04
Bachelor of Business - Business Administration And Management
Auckland University of Technology
Manager Certificate Level 4 - Front Line Management
Te Wānanga O Aotearoa
Money Management Certificate Level 3 - Accounting And Business Management
Te Wānanga o Aotearoa
- Licence Controller Qualification
- Managers Certificate (Expiry date - 31 August 2021)
- SafeServ certification: Food Handling
- New Zealand Red Cross Certificate
- Computing certificate Level 2,3 and 4
- Certificate of Five Years loyal and dedicated service for Millennium, Copthorne & Kingsgate Hotels & Resorts
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