WILMA DSOUZA

• Directed day-to-day front office operations, ensuring seamless guest experiences and efficient workflow.

• Managed and trained front desk team to deliver exceptional service and maintain high guest satisfaction levels.

• Oversaw guest check-ins, check-outs, and reservations while ensuring accuracy and timeliness.

• Implemented standard operating procedures for front office functions to enhance efficiency and consistency.

• Monitored guest feedback and service metrics to identify areas for improvement and implement corrective actions.

• Coordinated with housekeeping, maintenance, and other departments to ensure smooth operations and prompt issue resolution.

• Maintained detailed reports of occupancy, revenue, and guest services for management analysis.

• Supervised billing, invoicing, and payment processing, ensuring accuracy and compliance with company policies.

• Assisted in recruitment, scheduling, and performance evaluation of front office staff.

• Acted as the main point of contact for VIP guests and external partners, ensuring professional representation of the company.

• Developed strategies to optimize front office efficiency, including workflow improvements and resource allocation.

• Ensured compliance with health, safety, and corporate standards in all front office operations.

• Coordinated special requests, events, and guest services to enhance overall guest experience.

• Maintained a professional and welcoming environment at the reception and lobby areas.

• Managed daily front desk operations including guest check-in and check-out procedures efficiently.

• Handled hotel reservations, room allocations, and booking confirmations through the property management system.

• Responded to guest inquiries via phone, email, and in person, ensuring prompt and professional communication.

• Coordinated with housekeeping and maintenance departments to ensure rooms were ready and guest issues were resolved quickly.

• Processed guest payments, billing adjustments, and maintained accurate financial records at the front desk.

• Maintained updated guest information and reservation records in the hotel system.

• Assisted guests with travel information, transportation arrangements, and local recommendations.

• Ensured the reception area remained organized, welcoming, and aligned with hotel service standards.

• Handled guest complaints calmly and professionally, providing solutions to maintain guest satisfaction.

• Supported front office management with daily reports, shift handovers, and operational updates

• Welcomed and assisted guests upon arrival, ensuring a warm and professional first impression.

• Managed guest check-ins, check-outs, and reservations with accuracy and attention to detail.

• Addressed guest inquiries, requests, and complaints promptly, ensuring complete satisfaction.

• Coordinated with housekeeping, concierge, and other hotel departments to fulfill guest needs efficiently.

• Maintained detailed guest records and preferences to personalize services and enhance guest experience.

• Assisted in organizing special events, VIP arrangements, and guest activities.

• Monitored guest feedback and implemented improvements in collaboration with management.

• Provided information on hotel services, facilities, and local attractions to enhance guest stay.

• Ensured compliance with hotel policies, health, safety, and service standards.

• Supported the front office team in administrative tasks, reporting, and daily operations.

• Built strong relationships with repeat guests, promoting brand loyalty and positive reviews.