DELANCY DE MELO
WEMBLEY
Summary
Driven professional with knack for organisation and problem-solving, complemented by strong communication and customer service skills. Proven ability to manage multiple tasks effectively and collaborate with team members seamlessly. Committed to enhancing guest experiences and ensuring smooth room allocation processes.
Overview
3
3
years of professional experience
Work History
Duty Manager / Rooms Controller
London Marriott Kensington Hotel
London
03.2024 - Current
- Streamlined communications with front desk staff to improve check-in processes.
- Delegated tasks to team members for effective departmental functioning.
- Collaborated closely with maintenance team to ensure swift room repairs.
- Implemented new procedures for room bookings, resulting in smoother operations.
- Ensured optimal occupancy rates through effective room management strategies.
- Ensured customer satisfaction with prompt problem resolution.
- Conducted training sessions for new employees, enhancing team competence.
- Handled complaints professionally, leading to improved customer retention rates.
- Met sales targets consistently by motivating the team towards achieving common goals.
- Managed front-of-house operations to maintain a high level of service.
- Directed staff schedules and rota, optimizing workforce efficiency.
- Reduced booking discrepancies by maintaining accurate records of each reservation made or cancelled.
- Monitored room availability constantly; ensured a balanced inventory at all times.
- Enhanced revenue generation by upselling hotel facilities and services during the reservation process.
- Worked closely with sales and marketing teams to increase brand visibility and attract potential clients.
- Managed overbookings situation promptly, preventing any inconvenience to guests.
- Regularly updated room rates according to market trends for maximised revenue generation.
- Controlled room inventory with accuracy, ensuring optimal occupancy levels.
Revenue Sales Associate
The Landmark London
Marylebone, City of Westminster
07.2024 - 01.2025
- Resolving any issues that may arise with bookings or reservations.
- Processing reservations, cancellations, and modifications using reservation software
- Stay up-to-date on industry trends and best practices in revenue operations
- Work closely with the sales and marketing teams to align efforts and ensure a seamless customer experience
- Up-selling, when appropriate, by informing customers of additional services or special packages
- Maintain accurate records of bookings, payments, and customer interactions.
- Led team meetings for performance reviews and problem-solving discussions.
- Checked reservations for discrepancies to prevent overbooking issues.
- Dealt with customer queries for an elevated level of service.
- Dealt with high-volume calls and emails competently to meet service targets.
- Recommended hotel packages and initiatives to customers for increased business profits.
- Identified add-on sales opportunities by analysing client needs, budgets and preferences.
Guest Experience Supervisor / Rooms Controller
London Marriott Regents Park
Swiss Cottage, Camden
07.2022 - 07.2023
- To have a thorough knowledge of all the prices, dates, time, and description of the latest events, activities, and facilities that will be provided to the incoming guests and update the staff members on the same
- Leading, monitoring, motivating and inspiring the team; providing guidance and support.
- To plan the daily agenda that includes the duties that need to carried out by the front end staff members and to train the guest staff members on the various facilities that are being rendered
- To anticipate and follow up promptly on the guests' requirements and to make sure that all their concerns are being resolved
- Process reservation requests from travel agents, online booking sites, and other third-party sources
- Handle cancellations and modifications in accordance with company policy
- Keep abreast of industry trends and developments to recommend improvements in products, services, and policies
- To hire and train new staff members as per the requirement and to schedule the staff members to various shifts To participate in the meetings and provide a constructive feedback regarding the performance of guest services' staff To sets up various controls met
- Served as the first point of contact, representing company in a professional manner.
- Liaised with various departments, enhancing internal communication flow.
Front Office Associate
London Marriott Regents Park
Swiss Cottage, Camden
07.2022 - 07.2023
- Answer and direct incoming calls Make and confirm reservations for guests Verify and imprint credit cards for authorization
- Maintain clear and accurate records of guest room bookings Compute all guest billings, accurately post charges to guest rooms and house accounts
- Receive and transmit messages for guests Listen and respond to guest queries and requests both in-person and by phone
- Provide accurate information about local attractions and services Liaise with necessary staff including housekeeping and maintenance to address any problems or complaints made by guests
Education
Bachelor of Business Administration - Travel and Tourism
Goa University
IndiaSkills
Opera Marsha GXP Customer Service Teamwork Client Relationship Administrative Assistance Multitasker Microsoft Office Communication Organized Problem Solving Interpersonal Skills Attention to Details Time Management Guest Relations Invoice Processing
Timeline
Revenue Sales Associate
The Landmark London
07.2024 - 01.2025
Duty Manager / Rooms Controller
London Marriott Kensington Hotel
03.2024 - Current
Guest Experience Supervisor / Rooms Controller
London Marriott Regents Park
07.2022 - 07.2023
Front Office Associate
London Marriott Regents Park
07.2022 - 07.2023
Bachelor of Business Administration - Travel and Tourism
Goa University
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