Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Shayleen Tohovaka

Invercargill ,STL

Summary

Dynamic professional with a proven ability to enhance service quality and optimise operational efficiency. Experienced in training and leading staff, managing guest relations, and overseeing reservations to deliver exceptional customer experiences. Strong communicator with excellent organisational skills, committed to fostering a positive work environment and ensuring guest satisfaction.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Head Receptionist

Ascot Park Hotel
11.2023 - Current
  • Managed daily enquiries and incoming calls while on shift - making accommodation reservations, dining
  • Assisted in generating group booking rooming lists, group itinerary, room allocations - usually managed by Reservations manager
  • Consistently tasked with the responsibility of training new staff due to knowledge around procedures and communication skills
  • Handled individual or group invoices ensuring rate information and open balances are all correct
  • Health and Safety representative for Front Office Department - attended monthly meetings discussing incidents, identifying hazards and ways to avoid safety risks
  • Took on additional tasks for multiple managers, demonstrating trust and reliability
  • Successfully converted bookings made through third party to direct reservations increasing revenue and reducing commission expenses
  • Handled enquiries, made modifications, and made key decisions in the absence of my manager, ensuring smooth operations
  • Assisted Front Office Manager with the set up of a Property Management System - familiar and have taken part in important projects/functions

Receptionist

Balmoral Lodge Motel
05.2024 - Current
  • Managed front desk daily checklists, checking in guests and various guest enquiries
  • Handled continental breakfast deliveries and in room breakfast set up for the next morning shift
  • Handled laundry responsibilities, loading, drying and folding
  • Responsible for daily and weekend cleaning checklists while on shift

Reservations Agent

Kamana Lakehouse
11.2022 - 11.2023
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to reservations
  • Attended weekly department meetings with Head of Department and Sales Manager to review weekly performances and form strategies to improve weekly tasks
  • Created and implemented official standard operational procedures for the use of the Reservations Department and Front Office. Standard operational procedures such as managing no-show reservations, how to create and manage blocks, manage over-bookings
  • Attended department meetings to evaluate daily operations and how to make department procedures more efficient
  • Organised training materials and trained team members on the duties and responsibilities of the Reservation Department
  • Assisted and learned different key points during a system change over- change in the hotel's channel manager system. Arranged mapping of channels to the channel manager and connectivity with the hotel's property management system.
  • Organised and reported weekly no-show and cancellation reports including end of month reports and data charts
  • Managed cancellations and determined best available alternatives in case of guest disputes
  • Managed group bookings and reservation conversion - promoting direct bookings at best value reducing commission expenses

Guest Service Manager

Heritage Hotel Queenstown
06.2022 - 11.2022
  • Assisted with guest check-in and check-out procedures, confirming room allocations and providing assistance with guest enquiries
  • Reviewed daily bookings, prepared guest room details prior to arrival
  • Communicated with different departments (i.e Restaurant, Housekeeping, Kitchen) during shifts especially when there are guest disputes
  • Responsible for implementing emergency procedures and protocols
  • Responsible for managing on shift tasks and Front Office daily checklists is completed efficiently
  • Offered the best solutions or alternatives for guest issues or complaints to achieve customer satisfaction
  • Assisted with reservation enquiries for variety of holiday activities, restaurant bookings and transportation
  • Managed luggage room drops and pick ups for tour groups and guests
  • Managed amenity room drops for tour groups, VIP bookings or special occasions

Manager on Duty

CityLife Hotel
11.2021 - 06.2022
  • Provided excellent customer service with guests at check in/check out or general guest enquiries
  • Supervised and assigned tasks to Guest Service Agent working with on shift
  • Managed the reservations email with booking enquiries, availability and various guest/third party requests
  • Reviewed and adjusted room allocation to increase utilisation of room occupancy
  • Arranged different guest amenities for special occasions to enhance guest experiences
  • Responsible for guest service relation responsibilities and activities to ensure we provide exceptional experiences for guests and boost guest satisfaction
  • Responsible for resolving guest disputes or different guest issues during shifts
  • Covered night shift operations and procedures in the absence of the night auditor

Guest Service Agent

Millbrook Resort
06.2021 - 11.2021
  • Delivered efficient check in processes, offered assistance and provided all important information of the resort
  • Comprehensive knowledge of operations systems such as Opera, HotSOS, Concept and Visionline
  • Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism
  • Provided assistance with organising reservations for accommodation, activities and dining
  • Communicated guest problems with different departments in order to achieve solutions and guest satisfaction
  • Investigated lost property enquiries and communicated with guests in order to locate the items
  • Assisted with transfers of guests around the resort and guest luggage transfers upon check out

Seafood and Fresh Foods Assistant

Countdown Supermarket
07.2019 - 05.2021
  • Opened, shelved and merchandised new products in visually appealing and organised displays for optimal sales promotions
  • Efficient with managing packaging, labelling and shelving of products while on shift
  • Always ensuring tasks are achieved on shift for smooth handover of shifts
  • Recorded product availability and listed items needed for the service for all upcoming delivery needs
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
  • Multitasking between providing customer service and handling daily tasks of the service
  • Managed temperature checks while on shift to ensure great quality of products especially hot foods

Food and Beverage Attendant

Scenic Matavai Resort Niue
07.2016 - 12.2017
  • Set up restaurant to accommodate of guests pre-booked to dine and set up all tables with plates, silverware and napkins
  • Greeted guests upon arrival, explained the menu and all the specials and took guest orders
  • Communicated with kitchen department important guest order information to ensure guests are receiving the correct order and in a timely fashion
  • Maintained customer satisfaction with timely table check-ins to assess food and beverage needs
  • Flexibility in providing service for events hosted by the resort whether large or small
  • Used register system to post orders and assisted with final guest billings

Customer Service Assistant

Niue Tourism
11.2016 - 01.2017
  • Managed incoming calls each day from visitors and local businesses
  • Assisted with tourist enquiries and provided directions around the Island and recommendations for activities and dining
  • Promoted local businesses, provided local product information and demonstrated usage to guests
  • Collected updated data from local business owners to organise information required for a new guide book for tourists
  • Greeted guests at the local Airport and directed them to their hire or accommodation provider

Education

Bachelor of Hotel Management - Hotel Management

Southern Institute of Technology
Invercargill, STL
11.2020

New Zealand Diploma in Hospitality Management - Hospitality And Tourism

Southern Institute of Technology
Invercargill, STL
11.2019

Skills

  • Communication
  • Organisational Skills
  • Staff Training and Support
  • Critical Thinking
  • Multitasking
  • Time Management
  • Service Quality
  • Dispute Resolution

Certification

  • First Aid Training Certification- Valid till February 2026
  • Employee of the Quarter (Jan-Mar 2022) CityLife WLG

References

References available upon request

Timeline

Receptionist

Balmoral Lodge Motel
05.2024 - Current

Head Receptionist

Ascot Park Hotel
11.2023 - Current

Reservations Agent

Kamana Lakehouse
11.2022 - 11.2023

Guest Service Manager

Heritage Hotel Queenstown
06.2022 - 11.2022

Manager on Duty

CityLife Hotel
11.2021 - 06.2022

Guest Service Agent

Millbrook Resort
06.2021 - 11.2021

Seafood and Fresh Foods Assistant

Countdown Supermarket
07.2019 - 05.2021

Customer Service Assistant

Niue Tourism
11.2016 - 01.2017

Food and Beverage Attendant

Scenic Matavai Resort Niue
07.2016 - 12.2017

Bachelor of Hotel Management - Hotel Management

Southern Institute of Technology

New Zealand Diploma in Hospitality Management - Hospitality And Tourism

Southern Institute of Technology

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Shayleen Tohovaka