AYISHA LAHILA KILLATH THIDIL
LONDON,UK
Summary
Highly skilled and dedicated hotel industry with 10 years of experience in providing exceptional customer service in fast-paced hospitality environments. I am self-motivated, organized, and capable of working under pressure. I enjoy taking responsibilities and I am keen to take on new challenges. In my previous and present roles, I have proven myself to be trustworthy, competent, and conscientious, as well as a perceptive and friendly team player. Talented and hardworking team member prepared to contribute to business success.
Experienced in executing high-quality guest work. Focused on customer satisfaction and team productivity. Dedicated hotel management professional with background running successful hospitality establishments. Leads by example to deliver faultless customer service across hotel departments. Demonstrates exceptional planning, organisation and leadership abilities to maintain smooth-running, cost-effective hotel services.
Overview
12
12
years of professional experience
Work history
Reception manager
Clermont Hotel Group-Thistle Holborn
, London
12.2023 - Current
- Prepared reception team rota to ensure stable coverage.
- Briefed team on product changes and strategies to boost sales.
- Trained and supervised staff to deliver world-class customer service.
- Forecasted occupancy demand and monitored staff availability to create balanced, cost-effective shift schedules.
- Maximised occupancy rates by optimising reservation and housekeeping processes.
- Handled customer complaints calmly and professionally to maintain hotel reputation.
- Devised employee management strategy to improve staff satisfaction and reduce turnover rate.
- Oversaw front desk operations and trained team to handle high volume work with professionalism and accuracy.
- Supported housekeeping management in maintaining first-class hotel conditions.
- Sourced cost-effective solutions for required maintenance works.
- Developed and implemented hotel-wide policies and procedures to increase revenue.
- Directed maintenance staff to keep facility and grounds at optimum standards.
- Managed hotel budgets through careful planning and business strategy.
- Coordinated strategies to protect hotel property, staff and guests.
- Kept back of house accounts and records updated, enabling clear performance monitoring.
- Used customer satisfaction survey findings to address improvement areas.
- Maintained excellent security provisions for appropriate hotel and grounds control.
- Coached front of house teams in delivering smooth, professional reception services.
Front office team member
Clermont Hotel Group-Thistle Holborn
London
12.2022 - 12.2023
- Assist with administrative and clerical tasks as needed.
- Communicated with cleaning staff to make sure hotel rooms were ready for customer arrivals.
- Provided excellent customer service throughout hotel visits, resulting in outstanding TripAdvisor feedback.
- Minimised customer wait times during check-in and check-out by collaborating with colleagues.
- Managed and dealt with customer complaints by promptly resolving issues and offering helpful solutions.
- Greeted hotel guests with warmth and professionalism, providing excellent first impressions.
- Promoted additional hotel facilities and services to enhance customer experiences.
- Coordinated transportation for guests, booking shuttles and private car service.
- Completed activity spreadsheets and shift checklists to streamline front-of-house operations.
- Welcomed customers by completing check-in procedures and amending required reservation changes.
- Acted as brand ambassador and created memorable experiences for all guests by delivering highest service standards.
- Promoted hotel amenities during check-in to boost sales and enhance stay.
- Answered telephone calls with positivity and professionalism to uphold hotel reputation.
F&B Team Member
Clermont Hotel Group-Thistle Holborn
London
12.2021 - 11.2022
- Delivered exceptional, friendly and fast service to process high volume of food and drink orders at peak times.
- Took orders, using effective upselling techniques to increase customer interest in additional products.
- Created and delivered orders while maintaining accuracy and attention to detail.
- Processed cash and card payments, providing correct change for cash purposes.
- Facilitated excellent customer experience by providing friendly, attentive and proactive customer service.
- Monitored inventory levels, promptly ordering low-stocked supplies and ordering extra for busier periods.
- Maintained safe hygiene and food handling standards for full compliance.
- Assisted kitchen with food preparations, making basic orders and plating snacks.
- Resolved customer complaints promptly, escalating larger operational concerns to management.
Front office executive/administrator
Thayyil Residency
Kerala, India
01.2016 - 08.2019
- Kept files organised and up-to-date for accurate record-keeping purposes.
- Screened incoming phone calls and relayed detailed messages.
- Encouraged mutual trust, respect and cooperation among team members.
- Scheduled meetings, conferences and appointments.
Front office executive
KP hotels and resorts
Kerala, India
09.2012 - 12.2015
- Kept files organised and up-to-date for accurate record-keeping purposes.
- Screened incoming phone calls and relayed detailed messages.
- Encouraged mutual trust, respect and cooperation among team members.
- Scheduled meetings, conferences and appointments.
- Booked flights and hotels for domestic and international meetings.
- Maintained tidy reception area to provide visitors with positive first impression of company.
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Offered knowledgeable, friendly support to in-office guests.
Education
M.sc - Business Psychology
University of Hertfordshire
2022
MBA - Business Administration (Finance & HRM)
Bangalore University
2009
Bachelor of commerce -
University of Calicut
2006
Skills
- Management and administrative skills
- Finance & HR Knowledge
- Potential in convincing clients with possible and effective solution
- Ability to learn quickly and interest to learn continuously
- Flexibility to adopt a changing environment
- Have good knowledge and experience in using of internet, e-mail and other Windows related operations
- Good knowledge in using Microsoft office
- Customer-facing activities
- Customer relations
- Payment methods
- Health and safety standards
- Guest and client satisfaction
- Courteous and professional demeanour
- Night reception supervision
- Reception team rotas
- Team product training
- OPERA knowledge
Languages
English
Native language
English
Advanced
C1
Malayalam
Proficient
C2
Timeline
Reception manager
Clermont Hotel Group-Thistle Holborn
12.2023 - Current
Front office team member
Clermont Hotel Group-Thistle Holborn
12.2022 - 12.2023
F&B Team Member
Clermont Hotel Group-Thistle Holborn
12.2021 - 11.2022
Front office executive/administrator
Thayyil Residency
01.2016 - 08.2019
Front office executive
KP hotels and resorts
09.2012 - 12.2015
M.sc - Business Psychology
University of Hertfordshire
MBA - Business Administration (Finance & HRM)
Bangalore University
Bachelor of commerce -
University of Calicut
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