Opera
Rongsenpenla Merangkaba
Guest Services Manager & Duty Manager
Dubai
Summary
A cheerful and positive attitude, excellent communication and problem-solving skills, and a proven track record of creating memorable guest experiences. Leveraging over 10 years of customer service expertise and a deep understanding of hotel operations. Skilled at multitasking and adept at handling guest interactions and efficiently resolving challenges. Commitment to delivering outstanding service complemented by the ability to foster a supportive and high-performing team environment, driving both guest satisfaction and staff productivity.
Overview
17
17
years of professional experience
5
5
Certifications
Work History
Guest Services Manager / Duty Manager
IHG Crowne Plaza(Rebranded Q12023 Millennium Plaza
03.2022 - Current
- Managed front office team and operations to ensure excellent service delivery
- Supervised the daily operation, ensuring adherence to service standards and protocols
- Addressed guest complaints and feedback promptly, implementing corrective actions
- Worked with the Sales Team to convert OTA bookings into corporate accounts
- Built and maintained relationships with VIP guests, promoting loyalty programs
- Managed the concierge team, ensuring seamless guest experiences
- Administered M&C Loyalty Membership Program and acted as the Property Ambassador
- Conducted team briefings, supervised schedules, and ensured compliance with safety and security policies
- Coordinated the hotel’s upselling program, closely working with department heads and revenue managers
- Led daily operational meetings and ensured performance metrics were met
- Managed staff to deliver timely and courteous guest service in front desk, housekeeping and maintenance operations.
- Oversaw day-to-day operations of 568-room hotel with staff of 12 employees.
- Remained available 10 to 13 hours daily to respond to guest needs, complaints, or inquiries.
- Reviewed upcoming events and planned for expected challenges.
- Conducted regular performance evaluations of staff members to foster growth, development, and accountability in the workplace.
- Created an incentive program that motivated employees leading them to provide exceptional service and increased guest satisfaction.
- Leveraged guest feedback to identify areas for improvement and implement necessary changes in procedures or offerings.
Duty Manager
Gevora Hotel
07.2021 - 03.2022
- Oversaw guest services and ensured the highest level of customer satisfaction
- Managed operational flow and coordinated the front office team’s daily activities
- Supervised guest check-ins, check-outs, and resolved escalated concerns
- Implemented effective communication between departments to maintain guest experience excellence
Guest Relations Manager / Duty Manager
Millennium Hotel & Convention Centre
04.2015 - 08.2019
- Managed Front Office team during pre-opening and operational phases
- Fostered strong relationships with high-profile guests, ensuring a personalized experience
- Responded to guest inquiries and resolved issues to maintain customer satisfaction
- Monitored operational expenses and ensured alignment with departmental budgets
- Implemented new operational strategies and maintained oversight of daily hotel operation.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Planned and implemented promotional activities to increase customer satisfaction.
- Created monthly reports on guest feedback trends, providing valuable insights to guide improvements in operations and services.
Guest Relations Service Leader
Shangri-La Eros Hotel
01.2014 - 02.2015
- Coordinated VIP arrivals, guest services, and amenities for long-term stays
- Led the guest relations team in creating personalized, memorable experiences
- Managed departmental inventory and staff rosters, ensuring smooth operations
- Assisted with upselling initiatives, promoting new hotel services and offerings
Guest Relations Executive
Far Horizon Tour Pvt. Ltd.
02.2011 - 09.2012
- Provided tour guide services for international tourists visiting Rajasthan and Delhi
- Coordinated guest itineraries and ensured seamless travel experiences
- Addressed guest inquiries and ensured timely issue resolution
Guest Service Associate
The Leela Palace Kempinski
09.2010 - 02.2011
- Played a key role in the pre-opening team and provided high-end guest services
- Ensured excellent dining experiences, handled reservations, and managed guest feedback
Guest Service Hostess
Hyatt Regency Delhi
08.2008 - 08.2009
- Assisted with guest seating, reservations, and dining operations
- Managed guest concerns, ensuring their satisfaction with food and service
Education
Bachelor of Arts - Arts
Nagaland University
Skills
- Guest Satisfaction Oversight
- Leadership & Team Development
- Operational Excellence
- Revenue Growth & Upselling
- Conflict Resolution & Problem-Solving
- Multilingual Communication
- Tech-Savvy
- Multitasking proficiency
- Customer service
- Implementing policies
- Team management
- Budgeting and financial management
- Front desk management
- Staff training and development
- Strategic planning
- Personnel management
- Performance improvement
- Sales and upselling
- Administrative oversight
- Guest engagement strategies
- Team training and management
- Full complaint resolution
- Strong leadership
- Decision-making capacity
- Complaint handling
- Operations management
- Teamwork and leadership
- Problem-solving
- Multitasking Abilities
- Excellent communication
- Decision-making
- Self motivation
- Time management abilities
- Microsoft office proficiency
- Verbal and written communication
- Adaptability and flexibility
- Team collaboration
- Organizational skills
- Hotel management
- Hotel operations
- Adaptability
Certification
Departmental Trainer
Software
QMS
Microsoft Office 365
Wish Net
PowerPoint
Samfix
HOTSOS
Excel
Word
Timeline
Guest Services Manager / Duty Manager
IHG Crowne Plaza(Rebranded Q12023 Millennium Plaza
03.2022 - Current
Duty Manager
Gevora Hotel
07.2021 - 03.2022
Guest Relations Manager / Duty Manager
Millennium Hotel & Convention Centre
04.2015 - 08.2019
Guest Relations Service Leader
Shangri-La Eros Hotel
01.2014 - 02.2015
Guest Relations Executive
Far Horizon Tour Pvt. Ltd.
02.2011 - 09.2012
Guest Service Associate
The Leela Palace Kempinski
09.2010 - 02.2011
Guest Service Hostess
Hyatt Regency Delhi
08.2008 - 08.2009
Bachelor of Arts - Arts
Nagaland University
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