Yorrick Desouza
Summary
Hospitality professional with over 17 years' experience across branded hotels, delivering exceptional guest service and operational excellence. Recognized for calm, professional leadership, sound judgement, and an anticipatory approach to guest service and hotel operations. Extensive experience managing front office functions, leading diverse teams, resolving guest concerns, and maintaining high service standards in fast-paced hospitality environments.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
Work history
Front Office Night Manager
Sheraton Skyline Hotel Heathrow
London
2022.09 - 2026.06
- Manage the hotel as the Manager on Duty, ensuring operational continuity across the Front Office, Security and guest operations.
- Lead the team by organizing shift priorities, coordinating tasks and maintaining high service standards.
- Resolve guest concerns, escalated complaints and service recovery cases to support guest satisfaction, while ensuring VIP and Marriott Bonvoy Elite guests receive appropriate recognition and attention.
- Conduct night audit procedures and reconcile accounts in line with hotel procedures, ensuring accurate financial records and compliance.
- Coordinate across all departments including Accounting and Finance, Housekeeping, F&B and Maintenance to resolve issues and uphold service quality.
- Train Front Office team members continually on procedures, service standards and Marriott brand expectations, encouraging attention to detail and pride in service.
- Improve Guest Voice, Elite Appreciation and Brand Standard Audit (BSA) scores by using feedback to address service gaps, inform team training and maintain inspection-ready Front Office standards.
- Encourage Front Office team members to promote Marriott Bonvoy enrolment, using departmental incentives to drive guest engagement and loyalty programmed participation.
- Support Front Office scheduling and Rota planning, helping maintain effective staffing levels and smooth daily operations.
- Highly proficient in Opera, MARSHA, GXP, MIRA, Guest Voice, Fourth and other Marriott platforms.
- Assisted with rota planning, timesheet administration, payroll processing, and holiday management, ensuring efficient staffing coverage based on occupancy forecasts and operational requirements.
Front Office Shift Supervisor
Sheraton Skyline Hotel Heathrow
London
2021.03 - 2022.09
- Overseeing check-in and checkout of VIP, Airline crew, Marriott Bonvoy members and individual guests, daily.
- Address and resolve guests’ queries or concerns.
- Manage several minor financial aspects: cash floats, posting charges and paid-outs to guests, carrying out foreign currency exchange.
- Relay guest feedback to Duty Manager.
- Comply with hotel security policy, fire regulations and health and safety legislation. Collaborate with other departments when required.
- Taking responsibility in the absence of Duty Manager/ Front office Manager.
Guest Service Associate
Sheraton Skyline Hotel London Heathrow
2017.03 - 2021.01
- Perform all duties related to records and reception with precision and attention to detail. Including check-in/ checkout procedures and reservations.
- Handling financial transactions and currency exchange. Generating reports, room allocations. Data management, filing, drafting and editing client’s profiles. Preparing invoices and relevant materials.
- Expertly manage high volumes of Telephone and electronic communications, Handling Guest Queries with professionalism and handling their needs efficiently in a diverse range of challenging situations.
Front Office Duty Manager
Hotel Sea Princess
Mumbai
2015.02 - 2016.12
- Maintaining a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
- Reviewing staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Intervene in any guest/associate situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and associate wellbeing is preserved.
- Provide support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
- Administrating the operating principles and practices of the property-specific functions to support successful operations of the overall property (e.g., Engineering/Maintenance, Event Management, Finance and Accounting, Human Resources, Food and Beverage, Guest Services/Front Desk, Sales & Marketing, Security/Loss Prevention).
Education
B. Com - Bachelor of Commerce - Finance
University of Mumbai
Mumbai, India 2007.01 - 2008.01
Diploma in Aviation and Hospitality Management - undefined
Airline & Hotel Management Academy
Mumbai 2008.01 - 2009.01
Skills
- Team Leadership
- Ability to Work Under Pressure
- Handling Medical or Emergency Situations
- Problem-Solving Skills
- Front Office Operations
- Complaint Resolution
- Fire Evacuation & Emergency Procedures
Timeline
Front Office Night Manager
Sheraton Skyline Hotel Heathrow
2022.09 - 2026.06
Front Office Shift Supervisor
Sheraton Skyline Hotel Heathrow
2021.03 - 2022.09
Guest Service Associate
Sheraton Skyline Hotel London Heathrow
2017.03 - 2021.01
Front Office Duty Manager
Hotel Sea Princess
2015.02 - 2016.12
Diploma in Aviation and Hospitality Management - undefined
Airline & Hotel Management Academy
2008.01 - 2009.01
B. Com - Bachelor of Commerce - Finance
University of Mumbai
2007.01 - 2008.01