Shila Lamichhane
London
Summary
Energetic and driven individual with proven abilities in customer service and team coordination, bringing together communication and organisational skills to foster welcoming environment. Adept at managing daily operations and resolving issues to ensure seamless front desk activities. Committed to enhancing guest satisfaction and operational efficiency in the Reception Supervisor role.
Overview
6
6
years of professional experience
Work History
Reception Supervisor
1 Hotel Mayfair
London
05.2024 - 10.2024
- Oversee the reception team's activities, including scheduling and directing calls
- Delegate tasks and ensure efficient workflow
- Conduct performance reviews and provide coaching and development opportunities for reception staff
- Maintain a positive and professional work environment
- Ensure a professional and welcoming reception area for visitors and guests
- Handling complaints and ensuring that it has been followed up
- Liaising between the management and reception team
- Manage reception supplies and maintain stock levels
- Prepare reports and other administrative tasks as needed
- Action Credit Limit report and follow up with the Guests
Receptionist
1 Hotel Mayfair
London
06.2023 - 04.2024
- Ensuring that the highest level of customer satisfaction is achieved
- Responsible for taking and directing all the call to the concerned department
- Communicating regarding all the needs and the expectations of the guest to the right department
- Making a note of the guest request and the preferences
- Responsible for meeting and greeting our guests, including check in and check out procedures
- Liaising with the guest experience team if there is any special events guest is celebrating or have any plans we can assist with
Lobby Host
The Londoner
Leicester Square, London
02.2023 - 06.2023
- Responsible for meeting and greeting our guests, including check in and check out procedures and dealing with guest enquiries
- Ensuring a high level of customer satisfaction is delivered all times in line with our core values and standards and exceeding guest expectations
- Communicating with all the other departments and ensuring the guest satisfaction
Receptionist
Royal Garden Hotel
High Street Kensington, London
03.2022 - 12.2022
- Responsible for briefing the next shift
- Responsible for check in and check out of the guest as per the SOP's
- Provided the personalised customer service during their stay
- Maintained effective communication skills with other departments and the colleagues
- Strictly adhered all the safety protocols that the hotel introduced
- Allocation of the rooms for walk in guest
- Responsible to handle all the phone calls and transfer to concerned departments
- Handled the guest complaints and bring it to attention to the managers if necessary
- Responsible to fill out the PEP form for the guest
- Ensuring that the VIP amenities are placed in room before checking in
- Informing the respective department regarding the preferences of the guest
Front office Manager
Durbar Hotel and Residence
Thamel, Nepal
08.2020 - 08.2021
- Responsible to overlook the whole operation of the hotel
- Coordinates directly with the General Manager regarding the budgeting and staffing
- Prepare payroll and the attendance of the employees
- Overlook all the purchasing of the stationery and other item required for front office
- Worked as a duty manager during the second COVID- 19 lockdown
- Responsible to determine the Average Room Rate for night
Front office Hostess
Dwarika's Resort
Dhulikhel, Nepal
01.2020 - 08.2020
- Responsible for welcoming the guest in the resort
- Briefing them about the property and the services that we have
- Escorting guest to their room and explaining about the concept of the room
- Taking reservation and booking for yoga class, painting and the meditation session
- Worked as a translator for the priest if the guest wants to have their astrological reading
- Responsible for taking the guest into property visit and the farm if requested
- Preparing the turndown service amenities and coordinates with housekeeping for special request
- Coordinating with the sales office which was in Kathmandu regarding the walk ins
Intern as a Housekeeping Associates
JW Marriott Marquis
Dubai
10.2018 - 04.2019
- Perform a variety of cleaning activities such as sweeping, mopping, dusting and polishing
- Ensure all rooms are cared for and inspected according to standards
- Protect equipment and make sure there are no inadequacies
- Notify superiors on any damages, deficits and disturbances
- Deal with reasonable complaints/requests with professionalism and patience
- Check stocking levels of all consumables and replace when appropriate
- Adhere strictly to rules regarding health and safety and be aware of any company-related practices
Education
Masters - International Tourism and Hospitality Management
University of Greenwich
Greenwich, London 01.2022 - 01/2023
Bachelor of Business - Hospitality Management
Mid Valley International College
Gyaneshwor, Kathmandu 01.2014 - 01/2019
10+2 - Management Stream
Pentagon International College
Tinkune, Kathmandu 01.2012 - 01/2014
School Leaving Certificate - undefined
Glacier International Higher Secondary school
Tinkune, Kathmandu 01.2011 - 01/2012
Skills
- Knowledge of Opera: General knowledge and skills to use PMS Opera
- Knowledge of HMS: General knowledge and skills of HMS
- Teamwork: Nominated as the employee of the month from the front office department in Royal Garden Hotel
- Attention to details: Making sure to provide personalised amenities to the guest by engaging with them and finding out their interest
- Prioritisation and multi-tasking: Manage multiple job profiles; intern doctor, volunteering, full time study, and where necessary, strategically prioritise to ensure all deadlines are met
- Information Technology: Microsoft Office Suite, social media, various e-mail packages, various internet browsers, virtual learning sites, Windows OS, and Mac OS
Languages
Proficient in English and Nepali
Basic command in Hindi
Accomplishments
Employee of the Month July 2024 - 1 Hotel Mayfair
Part of Quality Committee at the 1 Hotel Mayfair
Timeline
Reception Supervisor
1 Hotel Mayfair
05.2024 - 10.2024
Receptionist
1 Hotel Mayfair
06.2023 - 04.2024
Lobby Host
The Londoner
02.2023 - 06.2023
Receptionist
Royal Garden Hotel
03.2022 - 12.2022
Masters - International Tourism and Hospitality Management
University of Greenwich
01.2022 - 01/2023
Front office Manager
Durbar Hotel and Residence
08.2020 - 08.2021
Front office Hostess
Dwarika's Resort
01.2020 - 08.2020
Intern as a Housekeeping Associates
JW Marriott Marquis
10.2018 - 04.2019
Bachelor of Business - Hospitality Management
Mid Valley International College
01.2014 - 01/2019
10+2 - Management Stream
Pentagon International College
01.2012 - 01/2014
School Leaving Certificate - undefined
Glacier International Higher Secondary school
01.2011 - 01/2012
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