Monalisa Nyirenda
Dubai,United Arab Emirates
Summary
Highly organized Front Desk Receptionist with exemplary multitasking, time management and customer service skills, delivering excellence customer service, exceeding guest's expectations with strong sense of responsibility.
Overview
10
10
years of professional experience
Work history
FRONT OFFICE RECEPTIONIST
courtyard by Marriott (wtc)
Dubai
10.2023 - Current
- Reduced waiting times through effective time and resource management.
- Actioned over 100 emails daily and handled over 150 phone calls.
- Offered knowledgeable, friendly support to in-office guests.
- Greeted visitors upon arrival, verifying identity and booking details and issuing visitor passes.
GUEST EXPERIENCE AGENT
the Dubai Edition hotel
Dubai
05.2022 - 07.2023
- Managing PBX, inbound and outbound guest calls by providing accurate, satisfactory answers to their queries and concerns
- Taking over 150 food orders, upselling, cross selling and informing guest of items that are not available
- Review, allocate and update the Amenity Tracking Sheet with accurate room number and status
- Place alerts in Opera for GEM to meet upon C/I the VVIPs and place rooms on DNM
- Doing Courtesy Calls for all in house guests who arrived on the previous day and place the feedback in GXP system which increased guest experience and impact score board positively
FRONT OFFICE AGENT
Atlantis the palm
Dubai, U.A.E
- Welcoming and greeting the guests
- Check in and checking out of the guests
- Handling guest complaints with increased in guest feedback positively
- Passing important guests' information and preferences to other departments
- Compute all guest billings, accurately post charges to guest rooms and house accounts
- Cashiering, Handling and verifying guest payment methods
GUEST SERVICES AGENT
Atlantis the palm
- Managed incoming calls effectively using switchboard systems.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Responsible for assisting guest in their areas of need regarding the hotel facilities
- Sharing of the hotels offers and reservations information to the guest
- Upselling hotel packages and products to the guest
- Providing guests with information and recommendations with the hotel to make their stay memorable.
FRONT OFFICE GUEST AGENT
Sunbird hotel and resort waterfront
- Welcoming and greeting the guests
- Check in and checking out of the guests
- Transferring and answering phone calls
- Handling guest complaints
- Passing important guests' information and preferences to other departments
- Compute all guest billings, accurately post charges to guest rooms and house accounts
FRONT DESK AGENT
The St. Regis Saadiyat Island Resort
ABU DHABI UAE
11.2018 - 09.2019
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Handling and processing booking payments
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Used internal software to process reservations, check-ins and check-outs.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
WAITRESS
The St. Regis Saadiyat
07.2014 - 09.2018
- Island Resort, Abu Dhabi
- Manhattan Bar & Drawing room, Welcoming guests with warm smile
- Escorting guest to their respective reserved table
- Assisting guest sitting arrangement and unfold the napkins
- Presenting Food and beverages menu
- Provide guidance and advice on menu items and food options
- Follow service standards and procedures for the restaurant with ease of process, graciousness and responsiveness
- Serve beverages within 3 minutes of guests arriving
- Maintain good working relationships with fellow colleagues
- Inform guests about all other hotel services and promotions upon request.
Education
Diploma - Hospitality and tourism, Hotel management and catering
08.2018
Skills
- Clear and Professional Communication
- Time management
- Opera, micros and seven rooms
- Issue Resolution
- Team building
- MS Office proficiency
- Customer and client relations
Accomplishments
- Top Marriott bonvoy enroller
- Highest guest review mention
References
References available upon request.
Timeline
FRONT OFFICE RECEPTIONIST - courtyard by Marriott (wtc)
10.2023 - Current
GUEST EXPERIENCE AGENT - the Dubai Edition hotel
05.2022 - 07.2023
FRONT DESK AGENT - The St. Regis Saadiyat Island Resort
11.2018 - 09.2019
WAITRESS - The St. Regis Saadiyat
07.2014 - 09.2018
FRONT OFFICE AGENT - Atlantis the palm
GUEST SERVICES AGENT - Atlantis the palm
FRONT OFFICE GUEST AGENT - Sunbird hotel and resort waterfront
Malawi Institute of Tourism & Management Studies - Diploma, Hospitality and tourism, Hotel management and catering