Alvania Dominica Mendonca
London
Summary
Driven professional with keen sense of responsibility, bringing excellent organisational skills and customer service abilities to Front Office Duty Manager role. Demonstrates proficiency in managing administrative tasks while fostering positive guest relations. Committed to enhancing operational efficiency and guest satisfaction.
Overview
12
12
years of professional experience
2012
2012
years of post-secondary education
Work History
Front Office Duty Manager
Holiday Inn Regents Park
London, UK
05.2023 - 03.2025
- Address and resolve guest complaints and issues promptly and professionally
- Follow up with guests to ensure their satisfaction throughout their stay
- Supervise and coordinate the activities of front desk agents, housekeeping, and other staff during the shift
- Train new employees on hotel policies, procedures, and customer service standards
- Provide ongoing support and guidance to staff, addressing any questions or concerns they may have
- Monitor staff performance and conduct regular evaluations to ensure high-quality service
- Handle guest billing and assist with any discrepancies or questions
- Manage shift reports, including logging guest complaints, incidents, and any other relevant information
- Identify opportunities for enhancing guest experience and increasing revenue, such as room upgrades and beverage packages
- Support the General Manager or other managers with various initiatives, such as staff training programs or special events
- Represent the hotel in the absence of senior management, acting as the primary point of contact for guests and staff
- Processed payments swiftly, enhancing guest checkout experience.
- Balanced cash drawers at the end of each shift ensuring accountability.
- Maintained up-to-date knowledge of local events and attractions to assist guests accordingly.
- Conducted regular inspections of public areas, maintaining impeccable presentation standards.
- Liaised with different departments effectively, ensuring seamless hotel operations.
Front Office Supervisor
Holiday Inn Regents Park
London
06.2022 - 04.2023
- Checking in and checking out guest as per company standards and understanding guest requirements to ensure guest satisfaction
- Making sure all the bookings are updated appropriately, arrival checks are done and allocating rooms according to guest preferences and requirements
- Managing large group allocation and pre check ins are done appropriately
- Handling DM shifts efficiently, dealing with all major customer issues as well as overseeing smooth operations
- Dealing effectively and courteously with any customer complaints, ensuring that these are always resolved before the customer leaves as much as possible, investigating the causes of any complaints and reporting these to the higher management in a timely manner
- Making sure that the department targets of upselling breakfast, enrolments, membership recognition are met by encouraging the team and training them appropriately
- Training all the new starters and ensuring that the team is fully trained on Opera and hotel policies
- Managing to work under pressure with strong organisational skills
- Replying and dealing with reservation emails on weekends
- Replying to guest reviews and managing proper service recovery whenever required
- Ensuring daily briefing and handover is done to the next shift so that the shift runs smoothly
- Leading by example with brilliant positive attitude, grooming standards, body language and always be supportive towards other team members
Front Office Receptionist
Holiday Inn Regents Park
London
07.2021 - 05.2022
F&B Assistant (Adolphus agency)
Copthorne Tara Hotel
Kensington, UK
04.2019 - 03.2020
- Meeting and greeting all the guests and make sure they always receive exceptional service
- Dealt with customer complaints effectively, preserving restaurant reputation.
- Served customers with professionalism, resulting in repeat business.
- Ensured clean and tidy workstation, promoting health and safety standards.
Graphic Designer
Aussee Oats Limited (Oateo)
02.2017 - 10.2018
- Designing all the box packaging for the oat's products from the rough layout of key line drawings to the final display of the product on the shelf
- Creating new a different identity for each product keeping in mind the brand style
- Developing new designs for the existing products and streamlining the designs in each category
- Creating e-mailers and mobile invites and circulars for awareness of the brand
- Designing marketing material for exhibitions such as panels, vending machine designs, standees, display attractions, etc
- Creating awareness of the brand and its products by shelf talkers, danglers, sampling booths, promotion stickers, etc
Graphic Designer
Responsive Industries Limited
03.2015 - 01.2017
- Designing of catalogues, brochures, shade cards and all marketing collaterals including cd packaging, booklet, posters, leaflets, etc
- Designing of company presentations, website layouts and handling content placement
- Updating all the new shade cards, catalogues and brochures on the website and checking that it is up to date
- Developing thematic content for marketing purposes as per company's requirements
Junior Graphic Designer
BIZ Trends (The Times of India)
08.2013 - 02.2015
- Designing all the different advertisements for the newspaper, classified ads as well as display ads
- Creating content for the advertisements and make each ad unique from the other to make it stand out from the rest
- Interacting with the client and understanding the need and the purpose of the advertisement
- Crafted captivating presentation slides that enhanced communication of key messages during meetings and conferences.
- Prepared detailed mock-ups for client approval ensuring transparency in work process.
Education
Certified Graphic Design Course (CGD) -
Maya Academy of Advanced Cinematic (MAAC)
United KingdomBachelor of Mass Media - undefined
Wilson college
Skills
- Multitasking capability
- Reception duties coordination
- Guest satisfaction tracking
- Diplomacy tactfulness
- Reservation systems expertise
Timeline
Front Office Duty Manager
Holiday Inn Regents Park
05.2023 - 03.2025
Front Office Supervisor
Holiday Inn Regents Park
06.2022 - 04.2023
Front Office Receptionist
Holiday Inn Regents Park
07.2021 - 05.2022
F&B Assistant (Adolphus agency)
Copthorne Tara Hotel
04.2019 - 03.2020
Graphic Designer
Aussee Oats Limited (Oateo)
02.2017 - 10.2018
Graphic Designer
Responsive Industries Limited
03.2015 - 01.2017
Junior Graphic Designer
BIZ Trends (The Times of India)
08.2013 - 02.2015
Bachelor of Mass Media - undefined
Wilson college
Certified Graphic Design Course (CGD) -
Maya Academy of Advanced Cinematic (MAAC)
Similar Profiles
Chastine Ann Elgarico BelardeChastine Ann Elgarico Belarde
Cluster Groups & Events Senior Manager at Crowne Plaza Deira/Crowne Plaza Jumeirah/Holiday Inn Al Maktoum/Staybridge Suites Al Maktoum/Holiday Inn Express Safa Park/Holiday Inn Express Dubai Airport/Holiday Inn Express JumeirahCluster Groups & Events Senior Manager at Crowne Plaza Deira/Crowne Plaza Jumeirah/Holiday Inn Al Maktoum/Staybridge Suites Al Maktoum/Holiday Inn Express Safa Park/Holiday Inn Express Dubai Airport/Holiday Inn Express Jumeirah
Jayvee L. ReyesJayvee L. Reyes
Food & Beverages - Team Member at Holiday Inn Doha - The Business ParkFood & Beverages - Team Member at Holiday Inn Doha - The Business Park
Afaaz BuharyAfaaz Buhary
FINANCIAL ACCOUNTANT | (DEPUTY FINANCE LEAD) at Holiday Inn & Suites Science Park - Pre OpeningFINANCIAL ACCOUNTANT | (DEPUTY FINANCE LEAD) at Holiday Inn & Suites Science Park - Pre Opening