Summary
Overview
Work history
Education
Skills
Languages
Certification
Personal Information
Custom
Timeline
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Collins Luvai

Collins Luvai

Dubai,United Arab Emirates

Summary

Accomplished and dedicated Guest Service Manager with over 11 years of experience in luxury and high-volume hospitality environments. A proven leader expert in orchestrating all facets of front office operations to deliver exceptional guest experiences that drive satisfaction and loyalty. Passionate about developing, mentoring, and empowering high-performing teams through supportive leadership, comprehensive training, and building a culture of trust and accountability. Eager to leverage a strong track record in enhancing service standards and optimizing guest relations to contribute to the success of a dynamic hotel.

Overview

13
13
years of professional experience
1
1
Certification

Work history

Guest Service Manager

Citadines Culture Village Dubai
Dubai, UAE
07.2021 - Current
  • Led, mentored, and inspired a team of 15+ Guest Service Associates, Valet, and bell staff, fostering a culture of exceptional service and accountability.
  • Empowered team members to make on-the-spot decisions to enhance guest stays, building trust in their judgment and fostering a proactive rather than reactive service approach.
  • Spearheaded initiatives that resulted in increase in guest satisfaction scores (e.g., GSS, NPS, or TripAdvisor ranking). Championed the resolution of escalated guest concerns, turning potential negative reviews into loyal repeat customers.
  • Managed all front office operations, including check-in/check-out, reservations, billing, and night audit. Implemented new [e.g., check-in procedure or software system] that decreased average guest wait time.
  • Collaborated with the revenue management team to optimize room inventory and drive rate acceptance. Successfully upsold room categories and amenities, contributing to a high average upsell revenue.
  • Developed and conducted comprehensive training modules on brand standards, service recovery, and POS systems. Ensured 100% compliance with safety, security, and privacy protocols for both guests and staff.
  • Built and sustained a deeply trusted relationship with the team by championing open communication, acting as a supportive resource for complex issues, and fairly representing their interests to senior management.
  • Acted as a key liaison between housekeeping, maintenance, and sales departments to ensure seamless guest experiences and maximize room availability and quality.

Front Office Supervisor

Fraser Suites Dubai (Currently La Suite Dubai)
Dubai, UAE
02.2014 - 06.2021
  • Ensured quick response to guest enquiries and special requests, maintaining 90% satisfaction rating.
  • Collaborated with various departments to enhance service quality across all guest touchpoints, leading to improved feedback scores.
  • Supervised day-to-day activities of front office staff, enhancing service consistency.
  • Actioned special requests to elevate guest stays.
    Upsold activities from tourism partners to boost revenue.
  • Reviewed shift logs regularly, identifying potential areas of improvement.
  • Developed weekly rosters, leading to balanced workload among staff members.

Front Desk Agent

Pullman Dubai Creek City Centre
Dubai, United Arab Emirates
05.2012 - 02.2014
  • Served as the first point of contact, providing a warm and professional welcome to all guests.
  • Efficiently managed room bookings via phone, email.
  • Streamlined the check-in and check-out process, handling cash, credit, and debit transactions with 100% accuracy.
  • Successfully promoted and upsold premium rooms, suites, and hotel amenities (spa, restaurant).
  • Addressed and resolved guest complaints and issues diplomatically, turning potentially negative experiences into positive ones.
  • Maintained impeccable front desk organization, managed multi-line phone systems, responded to email inquiries, and coordinated with housekeeping and maintenance departments to ensure room readiness.


Education

O'Level High School Certificate -

Mbihi High School

Skills

  • Customer Service Excellence: Consistently high guest satisfaction scores
  • Team Leadership: Managed teams of up to 15, fostering collaborative, and high-performing environments
  • Operational Efficiency: Streamlined check-in/check-out processes, reducing wait times by 30%
  • Technology Proficiency: Experienced with Opera PMS, Sage 300, and RMS Hotel Systems

Languages

English
Swahili

Certification

  • Certificate in Finance for Non-Financial Managers by Temasek Polytechnic.
  • First Aid & CPR Certified.

Personal Information

Custom

Collins, Luvai, +971 529186035, jrcollins@live.com, UAE Valid driving licence, UAE, Dubai, https://www.linkedin.com/in/collins-luvai-50299b93

Timeline

Guest Service Manager

Citadines Culture Village Dubai
07.2021 - Current

Front Office Supervisor

Fraser Suites Dubai (Currently La Suite Dubai)
02.2014 - 06.2021

Front Desk Agent

Pullman Dubai Creek City Centre
05.2012 - 02.2014

O'Level High School Certificate -

Mbihi High School

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Collins Luvai