Hi, I’m
Vikash Vasan Oomah Mungur
Curepipe
Summary
Personable Guest Services Agent skilled in communicating with guests to provide information, resolve challenges and deliver exceptional service. Well-versed in hotel operations and guest account management illustrated over 14 years of industry experience.
Overview
14
years of professional experience
Work History
Sofitel Imperial Resort & Spa
Assistant Guest Relations Manager
01.2023 - Current
Job overview
- Assisted with development and distribution of marketing materials for facility.
- Created and managed accurate occupancy forecasts and budgets.
- Analyzed financial performance of property and adjusted strategies or processes as needed to improve outcomes.
- Supervised team of 27 front desk agents and helped to resolve issues arising during shifts.
- Evaluated and promptly resolved lodging facility operational issues.
- Oversaw day-to-day operations of 189-room hotel with staff of 27 employees.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Implemented successful strategies to increase customer satisfaction.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Provided guest assistance and recommendations for tourist attractions.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Recommended hotel services or amenities that guest may find useful.
- Maintained consistent positive customer feedback.
Sofitel Imperial Resort & Spa
Guest Experience Supervisor
01.2020 - 01.2023
Job overview
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Recommended hotel services or amenities that guest may find useful.
- Provided guest assistance and recommendations for tourist attractions.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Implemented successful strategies to increase customer satisfaction.
- Maintained well-regarded concierge services to provide guests with assistance and convenient information about local attractions.
Sofitel Imperial Resort & Spa
Front Office Supervisor
01.2017 - 01.2020
Job overview
- Coached employees through day-to-day work and complex problems.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Dispersed petty cash to employees and collected and managed receipts.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Prepared agendas and took notes at meetings to archive proceedings.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Created, prepared, and delivered reports to various departments.
- Standardized office structures and processes to promote collaboration and increased performance.
- Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
- Organized documents for company communication, travel vouchers and payment services.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Monitored customer service trends and provided insights to management team for further improvement.
- Delivered performance reviews, recommending additional training or advancements.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Kept high average of performance evaluations.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Trained team members on new hotel services and products to support promotional efforts.
Sofitel Imperial Resort & Spa
Guest Service Officer
01.2016 - 01.2017
Job overview
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Delivered messages, mail and packages left for guests to hotel rooms.
- Answered hotel phones with professionalism and directed calls appropriately.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Maintained neat and orderly front desk and lobby area to uphold hotel standards.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Developed and maintained positive relationships with guests for satisfaction.
- Kept accounts in balance and ran daily reports to verify totals.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
Sofitel Imperial Resort & Spa
Cashier
01.2015 - 01.2016
Job overview
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Tallied cash drawer at beginning and end of each work shift.
- Performed cash, card and check transactions to complete customer purchases.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Processed refunds and exchanges in accordance with company policy.
Sofitel Imperial Resort & Spa
Front Desk Agent Trainee
01.2014 - 01.2015
Job overview
- Answered customer telephone calls promptly and appropriately handled needs.
- Maintained clean and organized front desk areas to uphold polished company image.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered multi-line phone system and enthusiastically greeted callers.
- Collected room deposits, fees, and payments.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Sofitel Imperial Resort & Spa
Assistant Restaurant Manager
01.2013 - 01.2015
Job overview
- Supervised all areas of restaurant to keep it clean and well-maintained.
- Immediately resolved issues with patrons by employing careful listening and communication skills.
- Managed team of up to 32 restaurant staff, maintaining exceptional customer service and quality standards.
- Monitored restaurant operations and adjusted schedules to meet peak customer demand.
- Performed daily administrative tasks, such as ordering supplies, processing invoices and reconciling accounts.
- Motivated staff to perform at peak efficiency and quality.
Sofitel Imperial Resort & Spa
Banquet Supervisor
01.2012 - 01.2013
Job overview
- Directed and managed banquet functions for 350-person event.
- Set up and broke down conference and banquet rooms to meet facility standards and specifications.
- Provided exceptional service to guests by immediately addressing needs and requests.
- Interpreted instructions to schedule and set up events to client specifications.
- Arranged furniture and equipment to maximize space and floor plan for seamless movement during functions.
- Established and maintained equipment inventory for accurate tracking, record keeping and to avoid loss.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
Sofitel Imperial Resort & Spa
Head Waiter
01.2012 - 01.2013
Job overview
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Upheld high standards of professionalism when dealing with customer issues, supporting serving staff, and waiting on tables.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Supervised server staff and simultaneously served personal section of tables.
Sofitel Imperial Resort & Spa
Premier Chef De Rang
01.2011 - 01.2012
Job overview
- Verified clearing of dishes, silverware and used glasses within reasonable amount of time after guests finished eating.
- Answered questions regarding menu items and suggested dishes exceeding guest expectations.
- Delivered food to table using serving trays and refilled water glasses with pitchers.
- Greeted guests and led each party to specific table within 400-seat Menu & Buffet restaurant.
- Answered customers' questions, recommended items, and recorded order information.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
Sofitel Imperial Resort & Spa
Chef De Rang
01.2010 - 01.2011
Job overview
- Inspected dishes and utensils for cleanliness.
- Increased sales significantly by upselling higher-end products to customers.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Processed orders and sent to kitchen employees for preparation.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Answered customers' questions, recommended items, and recorded order information.
Sofitel Imperial Resort & Spa
Demi Chef De Rang
01.2009 - 01.2010
Job overview
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend and holiday shifts.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Sofitel Imperial Resort & Spa
Restaurant Waiter
01.2007 - 01.2009
Job overview
- Answered customers' questions, recommended items, and recorded order information.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Cultivated warm relationships with regular customers.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Upsold appetizers, drinks and desserts to increase restaurant profits.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Processed orders and sent to kitchen employees for preparation.
- Increased sales significantly by upselling higher-end products to customers.
Sofitel Imperial Resort & Spa
Trainee Waiter
01.2006 - 01.2007
Job overview
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Quickly reset and cleaned up tables after customers left to enable speedy turnaround and guest flow.
- Greeted new customers, discussed specials, and took drink orders.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Maintained customer satisfaction by clarifying questions about orders and specialty items.
- Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
- Informed customers about daily and seasonal specials.
- Folded napkins and prepared silverware sets to provide adequate supply for host station.
Education
Private, Eben
Management Tools Kit By Mr. Amaresh Ramlugan from Hospitality
03.2022
Online, Mauritius
PCI DSS E Module Fraud Prevention from Hospitality
05.2019
Sofitel Academy, Mauritius
Train The Trainer By Mrs. Shoshila from Hospitality
04.2019
Private, Eben
The Secrets Of Superior Service By Mr. Ron Kaufman from Hospitality
08.2018
Sofitel Academy, Mauritius
Certificate For Lobster Ink In Front Office from Hospitality
05.2017
EHSGD, Eben
Front Office NC 4 Supervisory Level from Hospitality
04.2017
EHSGD, Eben
Front Office NC 3 from Hospitality
09.2016
Sofitel Academy, Mauritius
Sofitel Attitude Training Part 1 & Part 2 from Hospitality
02.2014
Sofitel Academy, Mauritius
Introduction To Micros User from Hospitality
10.2012
Sofitel Academy, Mauritius
Keeping The Basics Rights Part 1 To Part 4 from Hospitality
05.2012
Sofitel Academy, Mauritius
Fit For Business from Hospitality
03.2011
Sofitel Academy, Mauritius
Professional & Attitude/Keys Of Luxury Experience from Hospitality
03.2010
Sofitel Academy, Mauritius
Appearance And Attitude from Hospitality
01.2009
Sofitel Academy, Mauritius
Service Staff from Hospitality
05.2008
IBL, Phx
Vina El Aromo Wine Appreciation Course IBL from Hospitality
10.2007
EHSGD, Eben
NC 3 Restaurant & Bars Service from Hospitality
01.2006
Skills
- Customer Rapport
- Guest Inquiry Resolution
- Team Member Development
- Guest Complaint Resolution
- Hospitality Best Practices
- Guest Communication
- Guest Services
- Account Management
- Guest Services Agent Training
- Local Attraction Knowledge
- Computer Skills
- Personnel Supervision
- Payment Processing
Accomplishments
Supervising the room allocations.
Guest satisfaction.
Implement standard of procedures.
Supervision of front office and hotel property.
Roster planning.
Reservation & Events.
At time Night Manager , Night Auditor , Duty Manager And Acting Front Office manager when my Manager is on Vacation.
Ranked 1st in front office national certificate and got the reward of Excellence Best Student.
Rewarded as outstanding performance for the month by Sofitel.
Best cousu main in indien ocean Accor Group.
Outstanding employee certificate from LQA Audit.
Social Work
Helping Poor family by some fund raising.
Food & Clothes donation in shelters.
Languages
French
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Timeline
Assistant Guest Relations Manager
Sofitel Imperial Resort & Spa
01.2023 - Current
Guest Experience Supervisor
Sofitel Imperial Resort & Spa
01.2020 - 01.2023
Front Office Supervisor
Sofitel Imperial Resort & Spa
01.2017 - 01.2020
Guest Service Officer
Sofitel Imperial Resort & Spa
01.2016 - 01.2017
Cashier
Sofitel Imperial Resort & Spa
01.2015 - 01.2016
Front Desk Agent Trainee
Sofitel Imperial Resort & Spa
01.2014 - 01.2015
Assistant Restaurant Manager
Sofitel Imperial Resort & Spa
01.2013 - 01.2015
Banquet Supervisor
Sofitel Imperial Resort & Spa
01.2012 - 01.2013
Head Waiter
Sofitel Imperial Resort & Spa
01.2012 - 01.2013
Premier Chef De Rang
Sofitel Imperial Resort & Spa
01.2011 - 01.2012
Chef De Rang
Sofitel Imperial Resort & Spa
01.2010 - 01.2011
Demi Chef De Rang
Sofitel Imperial Resort & Spa
01.2009 - 01.2010
Restaurant Waiter
Sofitel Imperial Resort & Spa
01.2007 - 01.2009
Trainee Waiter
Sofitel Imperial Resort & Spa
01.2006 - 01.2007
Private
Management Tools Kit By Mr. Amaresh Ramlugan from Hospitality
Online
PCI DSS E Module Fraud Prevention from Hospitality
Sofitel Academy
Train The Trainer By Mrs. Shoshila from Hospitality
Private
The Secrets Of Superior Service By Mr. Ron Kaufman from Hospitality
Sofitel Academy
Certificate For Lobster Ink In Front Office from Hospitality
EHSGD
Front Office NC 4 Supervisory Level from Hospitality
EHSGD
Front Office NC 3 from Hospitality
Sofitel Academy
Sofitel Attitude Training Part 1 & Part 2 from Hospitality
Sofitel Academy
Introduction To Micros User from Hospitality
Sofitel Academy
Keeping The Basics Rights Part 1 To Part 4 from Hospitality
Sofitel Academy
Fit For Business from Hospitality
Sofitel Academy
Professional & Attitude/Keys Of Luxury Experience from Hospitality
Sofitel Academy
Appearance And Attitude from Hospitality
Sofitel Academy
Service Staff from Hospitality
IBL
Vina El Aromo Wine Appreciation Course IBL from Hospitality
EHSGD
NC 3 Restaurant & Bars Service from Hospitality
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