CLIFA DITOSA FERNANDES
Hounslow,United Kingdom
Summary
Experienced hospitality professional with focus on front-of-house management. Skilled in enhancing guest experiences through exceptional customer service and streamlined operations. Capable of leading and motivating teams to achieve high standards in customer satisfaction and operational efficiency.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work history
Reception Manager
Leonardo Royal London St. Paul's
London, United Kingdom
2024.08 - 2026.06
- Supervised front office staff to deliver consistent daily customer service levels.
- Resolved billing enquiries, completed cash closures, and processed refunds accurately.
- Reviewed guest feedback and applied service improvements to lift satisfaction ratings.
- Coordinated with revenue and other departments to optimise room allocation and guest flow.
- Scheduled staff shifts, conducted performance reviews, and handled disciplinary actions.
- Managed group stays from arrival through departure for smooth check-ins and exits.
- Oversaw front desk operations and trained teams for high-volume accuracy.
- Handled emergencies calmly while maintaining composure and clear communication.
- Trained new reception staff to meet customer service standards.
- Collaborated with sales to promote special offers and related services.
Assist. Reception Manager
St. James’ Court A Taj Hotel
London, United Kingdom
2023.07 - 2024.06
Duty Manager
Jumeirah Lowndes Hotel
Knightsbridge London, United Kingdom
2022.03 - 2023.06
Front Office Assistant
Double Tree by Hilton
Ealing London, United Kingdom
2021.09 - 2022.03
Guest Relations Executive
ITC Grand Central – A Luxury Collection Hotel
Mumbai, India
2015.05 - 2017.11
Guest Service Assistant
Vivanta by Taj Holiday Village
Sinquerim, India
2011.06 - 2012.06
Education
Bachelor's Degree - Cost Accounting & Management Accounting
C.E.S College of Arts And Commerce
Cuncolim, Goa, India 2008.01 - 2011.01
Internship - Hotel Front Desk Operations
Park Hyatt Goa Resort & Spa
Goa, India2009-05
Skills
- FOH management
- Guest service excellence
- Shift scheduling
- People Management
- Team appraisals
- Safety compliance
- Recruitment training
- Email monitoring
- Financial reporting
- Inventory management
- Telecommunications management
Certification
One Year Diploma Certification in Aviation & Hospitality Management, Hotel Front Desk Operations Internship at Park Hyatt Goa Resort & Spa, WelcomDiva Certification Training conducted by ITC Maratha, Mumbai
Timeline
Reception Manager
Leonardo Royal London St. Paul's
2024.08 - 2026.06
Assist. Reception Manager
St. James’ Court A Taj Hotel
2023.07 - 2024.06
Duty Manager
Jumeirah Lowndes Hotel
2022.03 - 2023.06
Front Office Assistant
Double Tree by Hilton
2021.09 - 2022.03
Guest Relations Executive
ITC Grand Central – A Luxury Collection Hotel
2015.05 - 2017.11
Guest Service Assistant
Vivanta by Taj Holiday Village
2011.06 - 2012.06
Bachelor's Degree - Cost Accounting & Management Accounting
C.E.S College of Arts And Commerce
2008.01 - 2011.01
Internship - Hotel Front Desk Operations
Park Hyatt Goa Resort & Spa