Rojika Rai (Roca)
RECEPTION MANAGER
Yuen Long
Summary
Professional with strong experience 8+ years in hospitality management, specializing in front desk operations and guest relations. Skilled in managing teams, streamlining processes, and delivering exceptional customer service. Known for reliability, adaptability, and fostering collaborative work environment. Proficient in administrative tasks, conflict resolution, and maintaining high standards of professionalism. Skilled communicator able to align team objectives and propel progress.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
4
4
Languages
Work History
Reception Manager
The Sixteenth, Pirata Group
09.2023 - Current
- Supervise four restaurants' (LaFavorita, Honjokko, TMK Funk and Rolls and Tempo Tempo) day-to-day reception desk operations, coordinate reservations and seating arrangements, optimizing table turnover while maintaining guest comfort.
- Maintain accurate records of reservations, guest preferences, and feedback to inform future service improvements and menu development.
- Serve as the primary point of contact for guests, providing a welcoming and friendly atmosphere that encourages repeat visits.
- Plan and manage special events, such as private parties, corporate gatherings, and themed nights, ensuring all details are executed flawlessly.
- Collaborate with kitchen and service staff to customize menus and services for events, tailoring offerings to meet client expectations.
- Develop strategic partnerships with corporate clients to promote and manage corporate discount programs.
- Ensure accurate processing of corporate reservations and discounts, maintaining detailed records to streamline billing processes in REVEL.
- Prepare reports on reservation trends via SevenRooms, guest feedback, and operational metrics to inform management decisions.
- Recruit, train, and supervise reception and front-of-house staff, fostering a collaborative team environment focused on service excellence.
- Handle complaints and issues with professionalism and empathy, turning potential challenges into positive experiences.
Head of Reception
Octavo Limited
09.2022 - Current
- Company Overview: Outlets: Kilo Steakhouse, Rex Wine and Grill (Fine Dining American Steakhouse)
- Supervise the day to day reception desk operation
- Handling customer’s reservations, telephone and email enquiries with professional manner
- Handling guest’s personal items in cloakroom i.e. Luggage, bags and coats
- Handle Large bookings, private room bookings as well as end to end reservation process.
- Liase with event manager for event enquires, providing quotation and meeting the requirements of the event holder.
- Creating menus with Head Chef and Bar Mangers considering the event holder's budget, dietary requirements and making it feasible.
- Updating and Printing Food/ Beverage/ Wine Menus day to day (86 items, Daily specials and Price updates)
- Assisting Restaurant manager for everyday feedback reports.
- Training new staff and creating a friendly working environment
- Outlets: Kilo Steakhouse, Rex Wine and Grill (Fine Dining American Steakhouse)
Reception Supervisor
Lubuds
05.2021 - 09.2022
- Company Overview: Outlet: ODDS (Fine Dining Japanese Cuisine)
- Handle guests enquires and complaints by phone or e-mail professionally
- Manage reservations, greet guests cordially, plan table placements and escort guest to tables
- Perform and manage overall reception duties
- Train and mentor new staffs
- Take Inventory supplies and restock as needed
- Recording guest’s details and requests for future visits
- Assist Restaurant Manager/ Bar Manager to set up, organize and coordinate Restaurant’s private event and Bar/Lounge private event.
- Liaise with accounting for guest deposits and refund procedures.
- Outlet: ODDS (Fine Dining Japanese Cuisine)
Senior Receptionist
Dinning Concepts/ SNS Company
04.2018 - 05.2021
- Company Overview: Outlets: Almolo, Maze Grill by Gordon Ramsay, Duck and Waffle, Fiamma, Spiga (Italian Cuisines and French Fine Dining Steakhouse)
- Maintain effective customer relation and service etiquette in-person and via phone/email
- Greet customers, assign tables and provide basic and accurate information and maintain guest satisfaction
- Perform other clerical receptionist duties such as filing, photocopying, transcribing, faxing, menu design and printing
- Assisting managers for daily sales report
- Mentor and monitor new colleague to ensure company standards are met
- Outlets: Almolo, Maze Grill by Gordon Ramsay, Duck and Waffle, Fiamma, Spiga (Italian Cuisines and French Fine Dining Steakhouse)
Intern
Novotel Nathan Road Kowloon Hong Kong
05.2017 - 08.2017
- Company Overview: Front Office (Internship)
- Process with guest’s registration and room allocation
- Issuing of key to guests
- Performing book-keeping duties
- Maintaining updated information on room availability and reservations
- Preparing Guests registration card for the following day
- Guest relation services and ensure guest satisfaction with the service provided
- Front Office (Internship)
Supervisor
Bistro Concepts
08.2016 - 04.2017
- Customer relation services and ensure guest satisfaction
- Stock control and bar management duties
- Train and support junior staff members
- Calculating End-Of-Day reports
- Handling receptionist duties
Floor Staff
Harlan’s Restaurant and Bar
07.2014 - 07.2016
- Polite service manner with enthusiastic approach
- Presenting menu and processing guests’ food transactions
- Food and beverage knowledge trainings
Education
Bachelor of Arts (Honours) - Hotel Operations Management
Technological and Higher Education Institute of Hong Kong
01.2015 - 01.2019
Graduated - undefined
Caritas Tuen Mun Marden Foundation Secondary School
01.2012 - 01.2015
Skills
Proficient in document control
Computer Literacy
Organizing and Administrative skills
Interpersonal skills
Observing and Listening skills
Committed professional
Practical decision-making
Functional expertise
Friendly
Adaptable to change
Communication Skills
Punctual
Interests
Travelling
Reading Motivational Books
Volunteering
Attending Social Events
Personal Information
Date of Birth: 04/21/96
Training
- Hotel Management Training, Vocational Training Center, Hong Kong, 2013
- Internship Training (Front Desk), Novotel Nathan Road Kowloon Hong Kong, 2017
Timeline
Reception Manager
The Sixteenth, Pirata Group
09.2023 - Current
Head of Reception
Octavo Limited
09.2022 - Current
Reception Supervisor
Lubuds
05.2021 - 09.2022
Senior Receptionist
Dinning Concepts/ SNS Company
04.2018 - 05.2021
Intern
Novotel Nathan Road Kowloon Hong Kong
05.2017 - 08.2017
Supervisor
Bistro Concepts
08.2016 - 04.2017
Bachelor of Arts (Honours) - Hotel Operations Management
Technological and Higher Education Institute of Hong Kong
01.2015 - 01.2019
Floor Staff
Harlan’s Restaurant and Bar
07.2014 - 07.2016
Graduated - undefined
Caritas Tuen Mun Marden Foundation Secondary School
01.2012 - 01.2015