Melanie Juste
La Tour Koenig
Summary
Detail-oriented team player with strong organisational skills. Organised and dependable candidate successful at managing multiple priorities with a positive attitude. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
Work History
Travel Experience Consultant
Lartisien, Grand Luxury Hotels
12.2018 - Current
- - In charge of all back office tasks, handling all concierge requests in each destination. Work in constant link with Guest Experience Managers/Client Services Managers.
- - Become an expert on destinations as well as the hotels of the collection.
- - Coordinate all the external providers (hotel services, car rental, show…)
Guest Experience Manager
Lartisien, Grand Luxury Hotels
03.2018 - 12.2018
- Ensure the preparation and the follow up of client stay in the prestigious collection of Lartisien. He/she answers to requests (concerning information on destinations, hotels, availability of rooms), makes the reservations according to the procedure.
- Know the different hotels that are offered through Lartisien, being expert with the destinations.
- Know perfectly the services offered by Lartisien, its values/ advantages and particularly the specific services provided by each hotel.
Central Reservation Agent
Starwood Hotels Mauritius
05.2014 - 03.2018
- Applied effective time management techniques to meet tight deadlines.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proved successful working within tight deadlines and afast-paced environment.
- Worked effectively in fast-paced environments.
- Process all reservation requests, availability, changes, and cancellations in aprompt and courteous manner;
- Adhere to Telephone etiquette;
- Identify guest’s reservation needs, determine appropriate room type, and verify availability of room type and rate;
- Provide best options for accommodations – arranging all services for guests and serving as a point of contact;
- On receiving reservations, ensures that they are immediately processed in Property Management System;
- Prepare statistics reports on room occupancy, and average room rate amongst others;
- Ensure that all Reservations correspondence is filed correctly and theReservation dossier set up;
- All rates are to be checked thoroughly to avoid rebates;
- Keeps Reservations Manager fully informed of all problems or unusual matters of significance;
- Process stop sales & payment and send aconfirmation letter to guests;
- Understand, implement and monitor all procedures and policies of thereservation department;
- Upselling where appropriate;
- To provide support to guests to modify & cancel their bookings.
Senior Guest Relation Officer & Wedding Coordinator
Le Meridien Ile Maurice
04.2010 - 05.2014
- Provide upscale customer/guests service experiences throughout stay.
- Ensure customers/guest are properly greeted upon arrival & departure.
- Monitor daily bookings and ensure check-in & checkout process.
- Plan daily duties and resources to ensure services are provided promptly & timely.
- Assign tasks and duties to subordinate and ensure follow up of tasks.
- Oversee all check-in and check-out procedures are carefully abide with.
- Promptly address customers/guests’ requests in a professional manner.
- Constant communication and reporting with property owners.
- Making sure that the wedding venue and other services are in good condition on the day of the event
- Coordinating with vendors such as florists, bakers, photographers, musicians, etc. to ensure that all details of the wedding are taken care of
- Overseeing the budget for the event and making sure that it does not exceed the projected amount
- Scheduling meetings with vendors and clients to discuss specific details about the wedding or event
- Coordinating with clergy members, including arranging for their transportation to the ceremony site
- Assisting the bride or groom with planning the event by providing suggestions and feedback on all aspects of the ceremony and reception
- Planning the wedding day schedule based on the time of the ceremony, the location, and other events such as a reception
- Coordinating with other wedding professionals, such as florists, bakers, photographers, musicians, etc. to ensure that all details of the wedding are taken care of
Guest Relation Officer
Le Meridien Ile Maurice
12.2008 - 04.2010
- Welcoming guests in a friendly and professional way
- Addressing and escalating customer complaints
- Providing information about facilities, programs and other services
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Cultivated interpersonal skills by building positive relationships with others.
- Review arrival lists to welcome guests
- Attend to special guests (e.g. VIPs) and answer their inquiries
- Help prepare welcome folders with collateral (e.g. room service menus, area descriptions)
- Provide information about amenities, area and venues and promote services
- Anticipate guest needs and build rapport with customers
- Offer assistance with certain tasks (e.g. confirming travel arrangements, taking messages)
- Address customer complaints and escalate to Guest Relations Manager when needed
- Record information in the logbook daily
- Ensure compliance with health and quality standards
Receptionist/Cashier
Le Meridien Ile Maurice
06.2008 - 11.2008
- Operates front office posting software.
- Obtains the house bank and keeps it balanced.
- Completes cashier pre-shift supply checklist.
- Clarifies customers question or concerns about the charges on their bills.
- Maintains adequate supplies of outlet stationery for cashiers.
- Assists with distribution of month end reports as directed by accounts or front office manager.
- Attends meetings as required.
- Maintains a track of all high balance guests.
- Check and follow up on all bills on hold.
- Check the billing instructions are correct for all expected departure guests and setup required auto routing or auto transfer on the PMS / Guest folio.
- Give on the Job training for new staffs.
- May also perform a variety of banking services for guests, Such as check cashing and foreign currency exchange. Follow up on all deposit dues / deposit to be paid.
- Post charges to guest accounts.
- Handles paid-outs.
- Transfer guest balances to other accounts as required.
- Cashes checks for guests following the approval policy.
- Completes guest check-out procedures.
- Settles guest accounts.
Trainee, Receptionist, Guest Relation Officer, Guest Service Agent
Le Meridien Ile Maurice
06.2007 - 01.2008
- Responded to inquiries from callers seeking information.
- Maintained consistent positive customer feedback.
- Acted with integrity, honesty and knowledge to promote culture of company.
- Learned new materials, processes, and programs quickly.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Attended training courses to build understanding of processes, techniques, and industry.
- Provided guest assistance and recommendations for tourist attractions.
Education
Ecole Hotelliere Sir Gaetan Duval
Front Office Level 3 - undefined
Sir Gaetan Duval Hotel School of Mauritius
2008
undefined
J.M Franck Richard S.S.S La Tour Koenig
2007
Skills
- Communication skills
- Teamwork skills
- Computer proficiency skills
- Attention to details
- Flexibility
- Time management skills
- Work ethic
- Customer service skills
Additional Information
Training Attended
· Front Office NTC Level 3 (June 2007-June 2008)
· Courses Attended
· Service Culture Phase I & II
· Customer Care
· Supervisory Level
· Star push
· Brand Immersion
· TSA Training
· Global Personalization at Starwood
· Arrival Experience
· Starwood Career (For Human Resource Department)
Timeline
Travel Experience Consultant
Lartisien, Grand Luxury Hotels
12.2018 - Current
Guest Experience Manager
Lartisien, Grand Luxury Hotels
03.2018 - 12.2018
Central Reservation Agent
Starwood Hotels Mauritius
05.2014 - 03.2018
Senior Guest Relation Officer & Wedding Coordinator
Le Meridien Ile Maurice
04.2010 - 05.2014
Guest Relation Officer
Le Meridien Ile Maurice
12.2008 - 04.2010
Receptionist/Cashier
Le Meridien Ile Maurice
06.2008 - 11.2008
Trainee, Receptionist, Guest Relation Officer, Guest Service Agent
Le Meridien Ile Maurice
06.2007 - 01.2008
Ecole Hotelliere Sir Gaetan Duval
Front Office Level 3 - undefined
Sir Gaetan Duval Hotel School of Mauritius
undefined
J.M Franck Richard S.S.S La Tour Koenig
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