Natasha Rmandic
Auckland,AUK
Summary
Positive Front Office Supervisor with an exceptional eye for detail and approachable yet determined attitude. Leadership trained with high expectations for personal work and employee contributions. Business-minded professional tackling any job task with gusto and precision. Determined Front Office Supervisor delivering exceptional service and responding to questions and inquiries quickly. Demonstrates positive attitude and readiness to adapt to different situations.
Overview
26
26
years of professional experience
Work History
Front Office Supervisor
Carrington Resort Jade Lp
Matai Bay, Matai Bay
10.2023 - Current
- Supervised front office staff, including hiring and training new employees.
- Ensured proper customer service standards were met.
- Monitored guest check-in and check-out procedures.
- Handled customer complaints in a professional manner.
- Maintained accurate records of all guests' bookings and payments.
- Coordinated with other departments to ensure smooth operations.
- Scheduled staff shifts and assigned duties as needed.
- Implemented policies and procedures related to the front office operations.
- Developed strategies to improve customer satisfaction levels.
- Analyzed financial data to ensure maximum profitability for the hotel.
- Prepared reports on occupancy rates, revenue targets, and other performance metrics.
- Assisted with budgeting and forecasting activities for the department.
- Managed inventory levels of supplies, equipment, and services used by the front office team.
- Responded promptly to inquiries from guests or potential customers via phone or email.
- Examined all invoices for accuracy before submitting them for payment processing.
- Collaborated with marketing teams on campaigns that would increase foot traffic in the lobby area as well as throughout the entire hotel property itself.
- Conducted regular meetings with front office staff members to discuss any issues they may have encountered during their shift hours or when dealing with guests directly at check-in and check-out counters .
- Resolved conflicts between guests and and or employees in a timely fashion without compromising overall customer satisfaction ratings .
- Assessed daily operational needs of the front desk team including staffing requirements, supplies ordering, maintenance requests, thus ensuring smooth running of all processes involved .
- Kept close eye on front desk to promptly address and resolve issues.
Retail Credit Coach
ANZ
Nort Shore And Northland, Auckland
10.2014 - 07.2021
- Trained rookie credit staff in application processing, credit analysis and loan disbursement to detect and curb fraud.
- Led, structured and negotiated complex credit transactions and documentation to mitigate risk.
- Cultivated and maintained comprehensive industry knowledge to assess risk solutions and maximize returns.
- Assessed property appraisals, title histories and insurance information.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Approved or denied loan applications and explained reasoning behind decisions.
Home Loan Specialist
ANZ
02.2010 - 10.2014
- Complied applications and paperwork and double-checked for accuracy.
- Submitted applications to credit analysts.
- Approved loans that met specifications.
- Kept detailed records regarding approved, denied and received loan applications.
- Identified lending risks and implemented strategies to reduce loan defaults.
- Analyzed new markets and developed referral networks to locate new loan prospects.
- Informed customers of application deadlines, approvals and denials.
- Verified applicant information by consulting with outside agencies, credit bureaus and businesses.
- Gathered client debt, credit and income information to determine loan eligibility.
- Educated customers regarding actions and strategies for debt repayment.
- Negotiated payments for customers with delinquent loans.
- Consistently produced one of lowest delinquency ratios while maintaining high property sales recovery percentage.
Branch Banker Team Leader
ANZ
08.2007 - 02.2010
- Responded promptly to customer queries and complaints to find solutions and diffuse tension.
- Used customer and bank records to investigate and correct errors upon customer request.
- Used job-related software and computer to collect and record customer deposits, fees and issue receipts.
- Referred customers to appropriate bank personnel to meet financial needs.
- Interviewed customers to obtain information needed for opening accounts or renting safe-deposit boxes.
- Informed customers of procedures for depositing checks and applying for ATM cards.
- Used currency-counting machine to count currency and received checks.
- Approached prospective clients through emails and cold calling to consistently meet sales targets.
- Prepared bank deposits, general ledger postings and statements.
- Maintained and built strong client relationships through quality, personalized interactions.
- Executed wire transfers of funds in compliance with banking best practices.
- Maintained customer data confidentiality while inputting information into system.
- Alleviated issues quickly by getting in touch with customers and explaining steps for successful resolution.
Lending Specialist
ANZ
01.1998 - 10.2008
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Met with applicants to obtain information for loan applications and answer questions about processes.
- Identified valuable solutions for customers with credit problems.
- Collaborated with company teams to expedite loan approval processes.
- Assessed feasibility of loan approval by reviewing financial histories, available credit and current employment.
- Developed loan contracts and explained contract terms to clients.
- Reviewed client documentation and contracts for discrepancies and mistakes.
- Updated client account information and records in company databases.
- Stayed abreast of lending regulations, industry trends and market rates.
- Informed customers of loan application requirements and deadlines.
Education
High School Diploma -
Overseas
Overseas Skills
- Financial Statement Review
- Credit Analysis
- Information Verification
- Banking Regulations
- Oral and Written Communications
- Judgmental Lending
- Friendly, Positive Attitude
- Good Work Ethic
- Reliable & Trustworthy
- People Skills
- Organizational Skills
- Customer Service
- Active Listening
- Computer Skills
- Problem Resolution
- Relationship Building
- Training & Development
- Shift Scheduling
- Reservations Assistance
- Inquiry Response
- Guest Check-In and Check-Out
- Property Management Systems
- Daily Shift Oversight
- Concierge Services
- Reservation Management
- Decision-Making Capabilities
- Staff Supervision
- Complaint Handling
Timeline
Front Office Supervisor
Carrington Resort Jade Lp
10.2023 - Current
Retail Credit Coach
ANZ
10.2014 - 07.2021
Home Loan Specialist
ANZ
02.2010 - 10.2014
Branch Banker Team Leader
ANZ
08.2007 - 02.2010
Lending Specialist
ANZ
01.1998 - 10.2008
High School Diploma -
Overseas
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