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BRIEF SUMMARY: A seasoned hospitality professional with 10 years of rich experience in Front Office Operations, Process Management, Operations Management, Guest Relations Management and Team Management in reputed hotel chains Currently associated with The Lalit Golf & Spa Resort, Goa as Duty Manager Demonstrated excellence in developing and follow up of the service standards and operational policies. Competent in assessing and implementing effective CRM solutions with an aim to improve customer contentment and consequently customer loyalty, repeat and referral business. Recognized for outstanding organizational skills, creativity, artistic display, public relations and an ability to consistently exceed guest expectation. Designed & implemented training programs for bringing additional revenue through upselling. A keen planner, strategist & implementer with expertise in establishing & managing entire operations with key focus on top line & bottom line profitability by ensuring optimal utilization of the resources. CORE COMPETENCIES Operations Management Preparing standard Operating Procedures & Manuals to facilitate smooth functioning of processes, ensuring conformance to Service Level Agreements. Ensuring strict adherence of the policies & procedures in the operating systems for greater customer delight. Interacting with the guests constantly in order to solicit feedback and ensuring prompt & efficient services to all guests by regularly monitoring their feedback. Front Office Operations Overseeing reservation of rooms for guests and greeting guests. Check-ins & Checkouts of Guests. Handling overall front office operations. Interacting & answering guests on their enquiries about hotel services, taking messages and sorting mails majorly from finance & guests, strict follow up on high balances and Pay Master accounts. Keeping a strict check on our front office store inventory and assist in maintain operational cost of the department. Process Management Implementing processes in line with the guidelines specified by management and ensuring compliance to Brand Standards and Policies & Procedures. Identifying improvement areas and suggesting measures to maximize Guest satisfaction levels and increasing Overall satisfaction scores. Participating in Process Improvements & Planning activities; identifying and implementing adequate measures to maximize Guest satisfaction level. Team Management Leading & monitoring the performance of Associates, to ensure efficiency in operations for meeting of individual & group targets. Identifying strategies for building team effectiveness by promoting a spirit of Rohit Raj 2 cooperation between team members, resolving conflicts, and implementing team motivational activities to augment contribution levels.

A passion driven hotelier with 4 years of guest relations experience providing hospitality services to esteemed guests at the various properties I have worked at. Exceptional experience knowledge with Opera, IDS and Prologic PMS hotel software. Conversant with night audit experience and hotel pre-opening from La Maison Hotel Doha during the world cup of 2022 in Qatar.
I am a conscientious professional, Keen to learn and explore new options in the hotel industry and committed to improving standards of service through evaluation of practice, knowledge of research and lifelong learning.

I’m fast in understanding new information and new methods of work.
I'm not used to a single way of working, I’m open to new ways that are proposed to me. I'm a very ambitious person. I'm not easily satisfied and I think that it’s always possible to do better. If I were to find myself in a position that I have never held, I would take it as a personal challenge to see how far I can go with my skills and to learn from those who are more experienced.

Nicole Lau

Overview

Work History

Guest Relations Supervisor

Senior Guest Relations Officer

Guest Relations Officer

Full time startup executive

Full time customer service executive

Full time flight attendant

Education

Bachelor of Science (Honors) - Hotel Management

Associate Degree - Hospitality Management

Some College - undefined