Sheilla Castels
Grand-Baie,Mauritius
Summary
Dynamic Front Desk Manager with proven leadership at Mediterranean Shipping Company (MSC), excelling in guest relations and team development. Recognized for enhancing service quality and resolving guest issues efficiently. Skilled in project management and effective communication, fostering a customer-focused environment that drives satisfaction and loyalty.
Overview
17
17
years of professional experience
Work History
Front Desk Manager
Meditarrenean Shipping Company (MSC)
, ITALY
05.2025 - 11.2025
- Lead and manage the Front Desk/Guest Services team, ensuring high-level hospitality and professionalism.
- Handle escalated guest concerns, complaints, and special requests with diplomacy and efficiency.
- Maintain a continuous presence at the Front Desk to monitor service quality.
- Ensure accurate information is provided to guests on ship services, itineraries, onboard activities, and disembarkation procedures.
- Oversee communication with guests through in-cabin messages, announcements, digital channels, and printed materials.
- Supervise daily reception operations including check-in, check-out, onboard accounts, and guest documentation.
- Ensure proper management of guest immigration requirements, passports, visas, and customs documentation.
- Collaborate with the Purser's Office on financial transactions, cash handling, and revenue procedures.
- Maintain accurate records, logs, reports, and operational checklists.
- Coordinate efficiently with other departments (Housekeeping, Food & Beverage, Shore Excursions, Medical, Security, etc.).
- Schedule, train, and motivate all Guest Services team members.
- Conduct performance evaluations and coaching sessions to ensure continuous improvement.
- Implement onboard service standards and ensure compliance with safety, security, and company policies.
- Oversee guest billing, onboard spending accounts, refunds, and financial discrepancies.
- Ensure compliance with company accounting procedures and auditing requirements.
- Manage petty cash, revenue reporting, and end-of-cruise financial reconciliation.
- Ensure all Front Desk operations comply with maritime regulations, company policies, and emergency procedures.
- Participate in passenger safety drills and crew training related to crowd management and crisis responsibilities.
- Malta Flagged ITALY
Front Desk Manager
Meditarrenean Shipping Company (MSC)
, ITALY
04.2024 - 11.2024
- Guest Services: Ensuring a positive first impression and experience for guests by managing check-in and check-out processes, addressing guest inquiries, and resolving complaints.
- Staff Management: Supervising front desk staff, hiring and training new team members, scheduling shifts, and providing ongoing support and guidance.
- Administrative Duties: Maintaining accurate records of reservations, guest accounts, and financial transactions. They often handle cash and ensure accurate billing practices.
- Communication: Acting as a liaison between guests and various departments, such as housekeeping and maintenance, to ensure guest satisfaction.
- Problem-Solving: Quickly and effectively addressing any issues that arise during a guest's stay, ensuring a seamless experience.
- Sales and Promotions: Promoting hotel services, amenities, and local attractions to enhance the guest experience and increase revenue.
- Malta Flagged ITALY
Guest Service Agent Senior/Front Desk Supervisor
Meditarrenean Shipping Company (MSC)
, ITALY
02.2023 - 11.2023
- Guest Interaction: Welcoming guests upon arrival, assisting with check-ins and check-outs, and addressing any inquiries or concerns throughout their stay.
- Problem Solving: Handling guest complaints and resolving issues efficiently and professionally, ensuring that guests leave with a positive experience.
- Operational Support: Overseeing daily operations of the front desk, ensuring all aspects of guest services are running smoothly.
- Team Leadership: Training and mentoring junior staff, providing guidance on customer service best practices, and ensuring adherence to hotel policies.
- Administrative Duties: Managing reservations, updating guest information, and ensuring accurate billing and payment processing.
- Communication: Liaising between guests and other departments, such as housekeeping or maintenance, to ensure guest needs are met promptly.
- Malta Flagged ITALY
Guest Service Agent
Meditarrenean Shipping Company (MSC)
, ITALY
03.2022 - 11.2022
- Customer Service: Welcoming guests upon arrival, providing information about the hotel and its services, and assisting with check-in and check-out procedures.
- Communication: Answering phone calls and emails, addressing guest inquiries, and providing recommendations for local attractions and services.
- Problem Resolution: Handling guest complaints and concerns efficiently, ensuring that issues are resolved to the guests' satisfaction.
- Reservations Management: Assisting with bookings, managing reservations, and processing cancellations or modifications as needed.
- Administrative Tasks: Maintaining accurate records of guest information, reservations, and payments, as well as ensuring all front desk operations run smoothly.
- Collaboration: Working closely with other departments, such as housekeeping and management, to ensure that guests' needs are met effectively.
- Malta Flagged ITALY
Assist Waitress
Meditarrenean Shipping Company (MSC)
, ITALY
05.2021 - 11.2021
- Supporting Servers: Assist waitresses work closely with the serving staff to ensure that customers receive their orders in a timely manner. They help with food delivery, drink refills, and clearing tables.
- Table Maintenance: They are responsible for keeping the dining area clean and organized. This includes clearing dirty dishes, resetting tables, and ensuring the restaurant is welcoming for guests.
- Customer Interaction: Assist waitresses may interact with customers by providing menus, answering questions about the menu items, and occasionally taking drink orders or providing assistance during the dining experience.
- Stocking Supplies: They help restock supplies, such as plates, utensils, and napkins, to ensure that servers have everything they need to serve diners effectively.
- Teamwork: Collaboration with kitchen staff, servers, and management to maintain a smooth workflow throughout the meal service.
- Malta Flagged ITALY
Buffet-Attendant
Meditarrenean Shipping Company (MSC)
, ITALY
11.2019 - 11.2020
- Preparing the buffet area by arranging food, decorations, and utensils neatly. They ensure the buffet is visually appealing and inviting.
- Food Management: Monitoring food levels, replenishing dishes as needed, and maintaining the quality and freshness of the offerings. This includes managing temperatures and proper food handling.
- Assisting guests by answering questions about the menu items, dietary restrictions, and making recommendations. They may also help guests with service or special requests.
- Cleanliness and Safety: Ensuring the buffet area is clean and organized throughout the event. They follow health and safety regulations to provide a safe dining environment.
- Communication: Working closely with kitchen staff to coordinate food availability and service flow, reporting any issues to management as necessary.
- Post-Event Clean-up: Assisting with the breakdown of the buffet setup, cleaning utensils, dishes, and the overall area to ensure proper hygiene standards.
- Malta Flagged ITALY
Waitress/Hostess
Flying Dodo Brewing Company Ltd
, Mauritius
02.2015 - 04.2019
- Greeting and Welcoming customers answering question and recommending special wine and desserts to increase profit.
- Operate POS Terminal to input orders, split bills and calculate totals.
- Satisfied customers by topping off drinks and anticipating condiments, napkins and others needs
- Collaborate with host and serve up food and beverage options.
- Enforce minimum age requirements for consumptions of alcoholic beverages and by checking identifications.
- Arranged place setting with fresh tablecloths, tableware and flowers to create appealing tables.
- Promoted desserts, appetizers and speciality drinks to optimize sales.
- Completed cleaning duties by sweeping and moping floors, vacuuming carpet and tidying up server stations.
- Providing exceptional customer service ensuring guest satisfaction from beginning to the end.
Team Leader
CCA International LTD
, Mauritius
10.2014 - 01.2015
- Ensuring cleanliness and tidiness of working area.
- Delegated daily task to team to optimize efficiency
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Assessed motivated and empowered team members to work in building customer satisfaction and loyalty to support retention and growth.
- Fostered positive employee relationship through communication, training and coaching development.
- Mentored newly hired employee on machine operations and implementing training on safety procedures to prevent injuries.
Claim Department
Headlines Ltd
, Mauritius
07.2014 - 09.2014
- Motivated team members to maintain targeted turnaround time to obtain processing goals
- Manage Team effectively to meet high productions standards with accurate results.
- Collaborate with quality team regarding quality insurance reviews.
- Monitored objectives to determine effectiveness of workflows, facilitating training and mentoring for improvement
Legal Secretary
Vikash Teeluckdharry (Barrister at Law)
, Mauritius
03.2014 - 06.2014
- Drafted Letters and prepare legal correspondence for attorney and legal assistants.
- Coordinated and scheduled meetings and telephone conference
- Photocopied all correspondence, documents and other printed materials.
- Received and disbursed incoming calls and emails
- Proofed documents and submitted to attorney for review
- Composed and revised letters, statements
- Mail and arranged for delivery of legal correspondence to clients, witnesses and court officials.
Receptionist
Cottage Industries Exposition Limited (CIE)
, Mauritius
01.2009 - 01.2012
- Schedule and confirmed appointments
- Answered and direct incomming and outgoing calls using multi line telephone system
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Sorted incoming mail and directed to correct personnel on daily basis
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of staffs and office environment.
- Communicated with vendors to place and received orders, request services and deliver instructions from office management.
Team Leader
Convergys Ltd
, Mauritius
- Kept work environment clean and tidy
- Ensuring productivity and daily objectives to be meet.
- Encouraging teamwork teambuilding and healthy working environment.
Team Leader
Athena Communication LTD
, Mauritius
- Kept work environment clean and tidy
- Ensuring productivity and daily objectives to be meet.
- Encouraging teamwork teambuilding and healthy working environment.
- Mentoring new employees conducting induction for familiarization with the company and the hierarchy.
Education
GUEST-RELATION MANAGER/FRONT-DESK MANAGER -
CAMIAH-CASTEL SHEILLA
Legal Secretary -
MAURITIUS INSTITUTE OF TRAINING AND DEVELOPEMENT
Skills
- Project Management
- Public Relations
- Teamwork
- Time Management
- Leadership
- Effective Communication
- Critical Thinking
- Reliable, punctual and committed to customer service
- Highly Responsible and reliable
- Upbeat, outgoing and positive
- Willing to work under pressure
- Proven leadership skills
- Strong customer relationship builder
- Communication
- Problem-Solving
- Technical Skills
- Attention to Detail
- Customer-Focused
- Professionalism
- Multitasking
Languages
- English, Fluent
- French, Fluent
- Italian, Basics
- Spanish, Intermediate
- Portuguese, Basics
Timeline
Front Desk Manager
Meditarrenean Shipping Company (MSC)
05.2025 - 11.2025
Front Desk Manager
Meditarrenean Shipping Company (MSC)
04.2024 - 11.2024
Guest Service Agent Senior/Front Desk Supervisor
Meditarrenean Shipping Company (MSC)
02.2023 - 11.2023
Guest Service Agent
Meditarrenean Shipping Company (MSC)
03.2022 - 11.2022
Assist Waitress
Meditarrenean Shipping Company (MSC)
05.2021 - 11.2021
Buffet-Attendant
Meditarrenean Shipping Company (MSC)
11.2019 - 11.2020
Waitress/Hostess
Flying Dodo Brewing Company Ltd
02.2015 - 04.2019
Team Leader
CCA International LTD
10.2014 - 01.2015
Claim Department
Headlines Ltd
07.2014 - 09.2014
Legal Secretary
Vikash Teeluckdharry (Barrister at Law)
03.2014 - 06.2014
Receptionist
Cottage Industries Exposition Limited (CIE)
01.2009 - 01.2012
Team Leader
Convergys Ltd
Team Leader
Athena Communication LTD
GUEST-RELATION MANAGER/FRONT-DESK MANAGER -
CAMIAH-CASTEL SHEILLA
Legal Secretary -
MAURITIUS INSTITUTE OF TRAINING AND DEVELOPEMENT