Virie Gangen
Dubai
Summary
Accomplished professional with a strong background in guest relations and reservations management, specializing in private events and hospitality operations. Demonstrated ability to enhance customer service and drive revenue growth through effective management of diverse responsibilities. Proficient in building positive client relationships and optimizing operational processes. Experienced in leading teams to achieve exceptional service outcomes and business objectives.
Overview
11
11
years of professional experience
Work History
Assistant Operations Manager
Baden BPO & Software
Dubai
02.2024 - 07.2025
- Spearheading training and mentoring programs to enhance reservations management, team performance, and productivity.
- Creating detailed reports for strategic decision-making processes.
- Leading recruitment initiatives to attract and retain top talent.
- Streamlining organizational structure to optimize operational efficiency.
- Conducting data analysis to identify and address inefficiencies.
Assistant Reservations Manager
Roberto's Ristorante & Rumba Cuban Bar
Dubai
03.2021 - 10.2023
- Created SOPs for reservations, events, and catering.
- Improved guest relations and recovery for enhanced satisfaction.
- Managed large group bookings and events for optimal engagement.
- Analyzed reports to optimize cover, no-show, and cancellations.
- Updated customer database for average spend and covers.
- Monitored pickup and booking pace to devise daily strategies.
- Ensured staff embraced sales attitudes to maximize revenue.
- Recruited and trained new employees effectively.
- Organized private and semi-private events with precision.
Assistant Reservations Manager (pre-opening)
The Black Pearl Yacht
Dubai
09.2020 - 11.2020
- Optimized reservations system and designed SOP for efficiency.
- Planned and orchestrated private yacht parties and brunch events.
- Managed reservations and bookings to maximize attendance.
Assistant Reservations Manager
Burger & Lobster, Demind
Dubai
10.2017 - 08.2020
- Led and mentored reservations team for optimal performance.
- Communicated event briefs to ensure seamless operations.
- Managed daily reports, tracking revenue and covers accurately.
- Resolved guest complaints, enhancing overall customer satisfaction.
Head Hostess
Burger & Lobster, Demind
Dubai
01.2017 - 10.2017
- Optimized reservation processes using Seven Rooms platform.
- Enhanced online reputation via Zomato, Google & TripAdvisor reviews.
- Coordinated successful events and VIP parties.
- Resolved guest queries, emails, and complaints efficiently.
- Trained and mentored new reception staff.
- Fostered strong guest relations for lasting impressions.
Hostess
Burger & Lobster, Demind
Dubai
04.2016 - 01.2017
- Greet guests warmly and escort them to their seats.
- Present menus and inform about current promotions.
- Manage seating preferences for bar or dining area.
- Answer incoming calls and provide appropriate service.
- Manage guest flow and provide accurate wait times.
Call Center Agent
Mango 5 - Outsourced Call Center
Cape Town
03.2015 - 03.2016
- Efficiently managed high volume of inbound/outbound calls.
- Identified and seized upsell opportunities consistently.
- Maintained strong client relationships and responded promptly.
- Delivered top-notch customer service to retain client loyalty.
Brand Ambassador (Part Time)
Pink Cherry Promotional Solutions
Cape Town
10.2014 - 07.2015
- Boosted daily sales by leveraging advanced promotional strategies.
- Maintained accurate daily sales and revenue reports for strategic planning.
- Drove product engagement, achieving high customer satisfaction levels.
- Optimized inventory control, ensuring product availability and minimizing waste.
Education
Industrial Organizational Psychology -
UNIVERSITY OF THE WESTERN CAPE
Cape Town, South Africa01.2016
Skills
- DECISION-MAKING
- COMMUNICATION SKILLS
- CRM
- PUBLIC SPEAKING
- CUSTOMER SERVICE
- TEAMWORK
- GUEST RECOVERY
- REPORT WRITING & ANALYSIS
- EVENTS COORDINATOR
- ORGANIZED
- ADMINISTRATION
- DATABASE
- INVENTORY CONTROL
- LEADERSHIP SKILLS
- EXCEL
- ORGANIZING
- RECRUITMENT
- SALES
- TRAINING & MENTORING
Languages
English
First Language
Afrikaans
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
References
References available upon request.
Timeline
Assistant Operations Manager
Baden BPO & Software
02.2024 - 07.2025
Assistant Reservations Manager
Roberto's Ristorante & Rumba Cuban Bar
03.2021 - 10.2023
Assistant Reservations Manager (pre-opening)
The Black Pearl Yacht
09.2020 - 11.2020
Assistant Reservations Manager
Burger & Lobster, Demind
10.2017 - 08.2020
Head Hostess
Burger & Lobster, Demind
01.2017 - 10.2017
Hostess
Burger & Lobster, Demind
04.2016 - 01.2017
Call Center Agent
Mango 5 - Outsourced Call Center
03.2015 - 03.2016
Brand Ambassador (Part Time)
Pink Cherry Promotional Solutions
10.2014 - 07.2015
Industrial Organizational Psychology -
UNIVERSITY OF THE WESTERN CAPE