LAURA KHAYERI MULUSA
Dubai,UAE
Summary
Personable and driven, with strong interpersonal skills and knack for problem-solving. Demonstrates excellent communication and conflict resolution abilities, ensuring guest satisfaction and smooth operations. Ready to bring these strengths to guest relations managers role, creating memorable experiences and fostering positive relationships.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Guest relations manager
Wakame Restaurant Sofitel down town
10.2023 - Current
- Effectively managed multiple tasks, ensuring professional standards
- Established a friendly rapport with guests during their stay at the hotel.
- Used excellent telephone manner to optimise customer experience, promptly cutting complaints.
- Resolved customer complaints effectively, resulting in maintained brand loyalty.
- Conducted regular team meetings to discuss operational improvements and updates.
- Monitored and responded to positive reviews to maintain service excellence beyond guest stays.
- Ensured prompt resolution of all guest-related issues, increasing client satisfaction rate.
- Coached and mentored guest care teams to deliver first-class hospitality services.
- Developed strong relationships with regular clients through exceptional service delivery.
- Increased customer satisfaction by resolving issues.
- Designed digital and print materials to engage audiences.
- Successfully delivered on tasks within tight deadlines.
- Analysed reporting to reconcile transactions, accounts and ledgers.
- Conducted intensive safety audits and investigated reported issues, accidents and near-misses.
- Collaborated closely with other department managers to ensure seamless operation across different services.
- Conducted market research to understand customer base and enhance products.
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
- Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
- Resolved customer complaints calmly and professionally, providing positive solutions to maintain satisfaction.
- Assisted in planning events, leading to successful functions and conferences.
- Trained new staff members for improved customer service delivery.
- Applied critical thinking to analyse problems, evaluate solutions and select best decisions.
- Brainstormed ideas with clients and stakeholders to maximise project potential.
- Created seasonal events and campaigns to inspire guests and elevate experiences.
- Compiled and reviewed consumer data on patterns and preferences for marketing information.
- Delegated tasks to maintain good coverage of reception and public areas, meeting guest needs.
- Replied to negative online feedback with constructive, helpful responses, seeking to resolve service issues.
- Crafted campaigns using market understanding, consumer analysis, and advertising psychology.
- Predicted and interpreted consumer trends to improve product offerings.
- Enhanced guest satisfaction by promptly addressing their queries and concerns.
- Maximised sales revenue growth by successfully identifying up- and cross-selling opportunities.
- Managed teams by overseeing hiring, training and professional growth of employees.
- Applied positive customer service approach to increase satisfaction levels.
- Handled sensitive information discretely, maintaining trust among clientele.
- Implemented effective communication strategies to enhance overall guest experience.
- Provided personalised service to VIP clients, enhancing their comfort and overall experience.
- Surveyed guests and encouraged honest feedback to monitor service performance.
- Evaluated campaign performance to optimise return on investment.
Head Hostess
ATLANTIS THE PALM
Dubai, UAE
03.2022 - 07.2023
- Updated the PNL every end of the month
- Conducted team briefings
- Supervised the junior hostess
- Counted and distributed cash tips after every two weeks
- Managed the restaurant ordering and maintenance
- Ensured that the opening and closing checklist was done as per standards
- Ensured that team leaders were following up on their side duties
- Prepared a daily closing report and dropped
- Trained new hosts on policies, service procedures, resulting in quicker integration into the team.
- Maintained excellent guest satisfaction by providing attentive, proactive and helpful service.
- Actively listened to customers' feedback implemented necessary improvements.
- Promoted process improvement by communicating guest feedback to management.
- Fostered positive dining experience, resulting in high customer return rates.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Managed teams by overseeing hiring, training and professional growth of employees.
- Delivered exceptional customer service by proactively listening to concerns and answering questions.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Analysed data and information to identify issues and create tailored solutions.
- Led pre-shift meetings to discuss daily specials, changes on menu leading to better informed staff.
- Created memorable customer experiences through attentive, responsive service.
- Welcomed guests with warmth and professionalism to establish positive first impressions.
- Communicated with kitchen teams to establish good food and service flows.
- Checked customer IDs to confirm age before selling age-restricted products
- Managed reservation system to avoid overbooking and ensure timely seating.
- Took customer orders and noted dietary preferences and allergies to meet customer needs.
- Greeted customers, presented menus and shared information about available special items.
- Obtained customer feedback to improve service experience and provide recommendations to kitchen staff.
- Addressed any issues swiftly, ensuring overall customer satisfaction remained high.
- Monitored front entrance for new guests while assisting servers by taking and delivering drinks orders.
- Coordinated staff schedules, reducing conflicts and improving team morale.
- Assisted servers during busy times to maintain quality of service.
- Handled special events such as parties or private dinners, maintaining high standards of service.
- Increased guest satisfaction with prompt attention to requests and complaints.
- Informed waiting staff of table turnaround times to limit service and reservation delays.
- Conducted regular inspections of dining area for cleanliness and ambiance enhancement.
- Ensured smooth operations by efficiently overseeing the seating of guests.
- Reported customer feedback to management to improve food and service.
- Boosted restaurant's reputation through excellent communication skills.
- Greeted guests and escorted to tables, minimising wait times.
Senior Hostess
WAKAME RESTAURANT-SOFITEL DOWNTOWN
Dubai, UAE
01.2019 - 01.2022
- Greeted and escorted customers to tables
- Thanked customers upon departure
- Monitored seating and food availability for waiting customers
- Determined wait period and informed to customers
- Ensured that tables were emptied and cleaned after each use
- Ensured that tables had appropriate silverwares and napkins in place
- Provided exceptional services to customers as per restaurant standards
- Answered calls to take reservations
- Prepared tables for guests and reset tables between customers.
- Assisted in menu development to cater to diverse clientele preferences.
- Conducted staff training sessions for improved service quality.
- Promoted process improvement by communicating guest feedback to management.
- Participated in weekly meetings with management team; shared insights on operational improvements.
- Maintained a professional appearance at all times, setting an example for junior staff members.
- Documented guest reservations and preferences, communicating changes to restaurant staff using UpMenu.
Guest Relations
JUMEIRAH ALNASEEM HOTEL
Dubai, UAE
01.2016 - 01.2018
- Provided upscale guest service experiences for clients throughout their stay
- Ensured clients were properly greeted upon their arrival
- Monitored daily bookings and ensured assigned rooms were prepared prior to check-in
- Coordinated luggage collection and storage
- Oversaw check-in and check-out procedures, including reservations and financial transactions
- Promptly addressed guests' requests, like in-room dining
- Actively listened to and resolved complaints
- Ensured special guests, like disabled people, elderly, children and VIPs, received personalized services
Executive Secretary
OLEANDER FLOWERS
Dubai, UAE
01.2015 - 01.2016
- Organized and coordinated the day-to-day schedule of the executive team, including appointments, meetings, and travel arrangements
- Managed communication channels and responded to correspondence appropriately on behalf of the executives
- Prepared and distributed internal and external documents, including reports, memos, and letters
- Maintained the electronic and paper files of the executive team and ensured they were updated regularly
- Handled confidential information with discretion and professionalism
- Communicated effectively with other departments and external stakeholders
- Planned and coordinated events and conferences as required
- Sorted and distributed incoming mail promptly, keeping up-to-date records.
- Scheduled meetings, conferences and appointments.
- Created expense reports with matching receipts.
- Improved office efficiency by streamlining administrative processes.
- Drafted contracts and purchase orders for team.
- Kept files organised and up-to-date for accurate record-keeping purposes.
- Documented conferences, meetings and appointments with verbatim reports.
- Drafted documents and reports for management review.
- Enhanced productivity by organising and prioritising tasks efficiently.
- Offered superior customer service to clients leading to increased client satisfaction rates.
- Sourced and ordered office supplies within allocated budget.
- Provided thorough support during board meetings, resulting in effective decisions made swiftly.
- Oversaw logistics and operations to deliver process optimisations and efficiencies.
Tour Consultant/Reservations
EAST AFRICAN EAGLE SAFARI
Kenya
01.2008 - 01.2014
- Researched, explored and studied different travel destination options
- Researched destination and travel prices, customs, weather conditions, reviews etc
- Researched and studied clients' specifications and wishes
- Suggested suitable travel options that best suite clients' needs
- Planned and organized travels
- Booked tickets, reserved accommodation and organized rental transportation
- Informed clients and provided useful travel material such as guides, maps and event programs
Education
French Language -
ALLIANCE FRANCAIS DE NAIROBI
11.2009 - 07.2010
High School Certificate - undefined
KISUMU GIRLS HIGH SCHOOL
01.2005 - 01.2008
Diploma in Tourism Management - Travel and Tourism
AIR TRAVEL RELATED STUDIES
Nairobi Kenya 01/2010 - 12/2013
Skills
- Customer service
- Excellent communication
- Problem Solving
- Attention to details
- Excellent telephone manner
- Knowledge of reservation systems
- Ethical decision making
Accomplishments
Created and managed VIP guest programs that led to a 80% increase in high-value guest bookings and revenue.
Custom
Available on request
Timeline
Guest relations manager
Wakame Restaurant Sofitel down town
10.2023 - Current
Head Hostess
ATLANTIS THE PALM
03.2022 - 07.2023
Senior Hostess
WAKAME RESTAURANT-SOFITEL DOWNTOWN
01.2019 - 01.2022
Guest Relations
JUMEIRAH ALNASEEM HOTEL
01.2016 - 01.2018
Executive Secretary
OLEANDER FLOWERS
01.2015 - 01.2016
French Language -
ALLIANCE FRANCAIS DE NAIROBI
11.2009 - 07.2010
Tour Consultant/Reservations
EAST AFRICAN EAGLE SAFARI
01.2008 - 01.2014
High School Certificate - undefined
KISUMU GIRLS HIGH SCHOOL
01.2005 - 01.2008
Diploma in Tourism Management - Travel and Tourism
AIR TRAVEL RELATED STUDIES
01/2010 - 12/2013
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