TREVOR GUTU

• Oversee and optimize daily operations, ensuring smooth and efficient service delivery
• Analyze key operational metrics and generate reports to drive informed decision making
• Collaborate with cross functional teams to enhance service
• Drive continuous improvement initiatives to enhance efficiency and scalability
• Drove revenue growth through the execution of targeted marketing campaigns designed to attract new clientele.
• Streamlined operations for increased efficiency by identifying areas of improvement in workflow processes.
• Reported issues to higher management with great detail.

• Oversee front desk operations, conduct briefings, and manage schedules
• Ensure high levels of guest satisfaction by addressing inquiries and complaints
• Monitor room availability, manage bookings, and handle cancellations
• Manage cash flow, process payments, and ensure accurate billing
• Train and support new front desk staff
• Analyze occupancy trends and pricing strategies to maximize revenue
• Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
• Managed daily room inventory to maximize occupancy rates and revenue generation.
• Created, prepared, and delivered reports to various departments.
• Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
• Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.

• Managed guest check-ins and check-outs
• Handled guest inquiries, complaints, and requests
• Reviewed daily reports to ensure operational accuracy
• Trained and mentored front desk staff
• Coordinated with housekeeping and maintenance teams
• Completed bi-weekly payroll for 8 employees.

• Processed guest arrivals and departures efficiently
• Managed room bookings, modifications, and cancellations
• Handled cash and credit transactions, ensuring accurate billing
• Assisted guests with inquiries and special requests
• Maintained records of guest transactions and feedback
• Reason for Leaving: Seeking a new challenge
• Increased customer loyalty with exceptional communication skills and personalized service.
• Welcomed each new arrival pleasantly and confirmed reservations and identification.
• Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
• Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
• Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.

• Supervised and trained concierge staff to maintain high service standards
• Managed VIP guest experiences and special requests
• Addressed guest concerns promptly to ensure satisfaction
• Coordinated with hotel departments for seamless service delivery
• Organized guest events and special occasions
• Reason for Leaving: Hotel shut down
• Collaborated with other departments on event planning and execution, ensuring seamless integration of concierge services within hotel operations.
• Participated in ongoing training programs designed to improve hospitality skills and maintain up-to-date knowledge of industry trends and best practices.
• Mentored junior concierge team members, fostering a supportive work environment conducive to professional growth.

Booked restaurants, events, and transport for guests

• Provided guests with local information, maps, and brochures
• Assisted in planning and organizing events or meetings
• Arranged special guest requests (e.g., flowers, gifts)
• Resolved guest issues efficiently and professionally
• Maintained front desk's concierge book to provide visitors with access to relevant local information.
• Maximized guest satisfaction by promptly addressing concerns and resolving issues.
• Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.