Hi, I’m
Virgile Joseph
Centre de Flacq,Mauritius
Summary
Coordinated Front Of House Department with more than 27 years of experience working for high-end hotel chains. A diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings, and resolving common customer service issues. In-depth knowledge of the hospitality industry and business administration My main focus is on improving business performance by training individuals to reach higher standards of business in hospitality service. My major achievements include; successfully starting up, opening, and managing the Front Office department of Constance Le Prince Maurice. My time as a manager has helped me develop excellent organizational and leadership skills and given me the ability to effectively lead and manage large teams as well as work seamlessly within managerial teams. Working in the international hospitality industry Constance Lémuria & Ephélia in Seychelles has helped me develop an understanding of luxury tourism clientele and their needs. I had highly developed personal and social skills with the ability to communicate with people from diverse cultures in numerous languages. I am customer service-oriented, with excellent communication and sales skills. My passion is to make happiness around me and as a leader, I give people light, for them to find their way.
Overview
27
years of professional experience
Work History
Constance Ephelia Seychelles
Front of House Manager
12.2021 - 06.2022
Job overview
- Managing a team of 104 peoples - locals and expatriates.
- Managing several sections, Front Office, Reservation, Guest Relation, Profilers, Villas, Duty Managers, Lobby Ambassador, Bell Desk & Transportation
- Enhanced customer satisfaction by implementing effective front of house management strategies.
- Streamlined operations for improved efficiency and cost savings by overseeing staff scheduling, inventory, and ordering processes.
- Developed strong relationships with guests, addressing complaints promptly and ensuring a positive dining experience.
- Boosted team morale through regular performance feedback sessions and recognition of exceptional work.
- Improved staff retention by fostering a supportive work environment and providing ongoing training opportunities.
- Fostered a culture of teamwork among staff members by encouraging collaboration in problem-solving tasks related to front-of-house operations.
- Handled reservation system proficiently utilizing guest information in order to enhance their overall experience.
- Resolved guests complaints while maintaining positive customer environment.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
- Analyzed customer feedback and implemented strategies to improve customer satisfaction.
- Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
- Utilized upselling techniques to maximize revenue and increase customer satisfaction.
- Managed staff schedules and maintained adequate coverage for all shifts.
- Motivated staff to perform at peak efficiency and quality.
Constance Lémuria Seychelles
Front of House Manager
06.2017 - 12.2021
Job overview
- Managing a team of 40 peoples - locals and expatriates
- Managing several sections, Reception, Reservation, Telephone Operator, Guest Relation, Group & Event, Concierge, Sales and internal and external communications
- Enhanced customer satisfaction by implementing effective front of house management strategies.
- Boosted team morale through regular performance feedback sessions and recognition of exceptional work.
- Improved staff retention by fostering a supportive work environment and providing ongoing training opportunities.
- Maintained high standards of cleanliness and organization throughout the establishment, ensuring compliance with health codes and regulations.
- General organization and close supervision of daily operation
- Trained new hires on company policies, procedures, as well as complaint handling techniques which resulted in reduced turnover rates.
- Regularly reviewed performance metrics to identify opportunities for improvement and implemented changes accordingly which resulted in increased customer satisfaction rates.
- Resolved guests complaints while maintaining positive customer environment.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Analyzed customer feedback and implemented strategies to improve customer satisfaction.
- Emphasized guest satisfaction during departmental meetings and focused on continuous improvement.
- Monitoring LQA, LRA training program
- Maintaining quality standards of 'Leading Hotel Of The World'
- Hosting of FAM trip and VIP guest
- Turn guest dreams into memorable experiences
- Bring creative and innovative ideas
- Chair weekly and monthly Rooms Division meetings
- Be an ambassador for the company.
Constance Hotels Service Limited
Internal Auditor
09.2015 - 06.2017
Job overview
- Prepared working papers, reports, and supporting documentation for audit findings.
- Controlling daily revenue
- Managing monthly audits through all the Departments
- General organization and close supervision of daily transaction
- Yearly inventory in all 7 Constance properties
- Improved operational efficiency by identifying and addressing financial discrepancies through meticulous examination of financial records.
- Reporting directly to the Group Financial Controller.
- Conducted training sessions for staff members on best practices in internal auditing, fostering a culture of continuous improvement.
Constance Le Prince Maurice
Front of House Manager
10.2016 - 11.2016
Job overview
- Managing a team of 26 people - locals and expatriates
- Managing 6 sections, Reservation, Telephone Operator, Reception, VIP Lounge, Bell Desk and Guest Relation
- Enhanced customer satisfaction by implementing effective front of house management strategies.
- Streamlined operations for improved efficiency and cost savings by overseeing staff scheduling, inventory, and ordering processes.
- Boosted team morale through regular performance feedback sessions and recognition of exceptional work.
- Developed strong relationships with guests, addressing complaints promptly and ensuring a positive dining experience.
- Handled reservation system proficiently utilizing guest information in order to enhance their overall experience.
- Monitoring LQA, LRA training program
- Maintaining quality standards of 'Leading Hotel Of The World'
- Hosting of FAM trip and VIP guest
- To turn guest dreams into memorable experiences
- Chair weekly and monthly Rooms Department meetings
- Be an ambassador for the company
- Task Force
Constance Lémuria Seychelles
Front of House Manager
09.2013 - 09.2015
Job overview
- Managing a team of 33 people - locals and expatriates
- Managing 6 sections, Reservation, Telephone Operator, Reception, Guest Relation, Group & Event, Concierge and the VIP Lounge
- Enhanced customer satisfaction by implementing effective front of house management strategies.
- Streamlined operations for improved efficiency and cost savings by overseeing staff scheduling, inventory, and ordering processes.
- Developed strong relationships with guests, addressing complaints promptly and ensuring a positive experiences
- General organization and close supervision of daily operation
- Boosted team morale through regular performance feedback sessions and recognition of exceptional work.
- Regularly reviewed performance metrics to identify opportunities for improvement and implemented changes accordingly which resulted in increased customer satisfaction rates.
- Resolved guests complaints while maintaining positive customer environment.
- Managed day-to-day FOH operations to drive quality, standards, and meet customer expectations.
- Utilized upselling techniques to maximize revenue and increase customer satisfaction.
- Emphasized guest satisfaction during departmental meetings and focused on continuous improvement.
- Adhered to safe work practices, food safety regulations, and corporate guideline
- Monitoring LQA, LRA training program
- Maintaining quality standards of 'Leading Hotel Of The World'
- Hosting of FAM trip and VIP guest
- And to turn guest dreams into memorable experiences
- Chair weekly and monthly Rooms Department meetings
- Be an ambassador for the company.
Constance Le Prince Maurice
Front Office Manager
10.2009 - 05.2013
Job overview
- Managing a team of 28 peoples - Local and Expatriates
- Managing 5 sections - Reservations, Telephone Operator, Reception, Library and Concierge
- General organization and close supervision of daily operation
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Implemented staff training programs, improving employee performance and team cohesion.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Coordinated special events bookings with event planning teams for smooth execution of functions held at the hotel premises.
- Established strong relationships with local tourism partners, generating leads on potential visitors requiring accommodations.
- Oversaw guest registration process by verifying personal information accuracy in line with security protocols.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Updated guests'' profiles systematically incorporating preferences and feedback for providing personalized experiences during future visits.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Coached employees through day-to-day work and complex problems.
- Developed procedures to establish accurate and organized check-in and check-out processes.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Created, prepared, and delivered reports to various departments.
- Monitoring LQA, LRA training program
- Maintaining quality standards of 'Leading Hotel Of The World'
- Hosting of FAM trip and VIP guest dinners
- Be an ambassador for the company.
Constance Hotels Services Limited
Internal Auditor
02.2002 - 09.2009
Job overview
- Controlling daily revenue
- Enhanced internal control systems by conducting thorough risk assessments and implementing effective audit recommendations.
- Improved operational efficiency by identifying and addressing financial discrepancies through meticulous examination of financial records.
- Streamlined audit processes with the implementation of advanced data analytics tools, reducing time spent on manual tasks.
- Provided valuable insights to management by presenting clear and concise audit findings, contributing to informed decision-making processes.
- Assisted in the development of company policies and procedures, promoting a strong internal control environment.
- Conducted training sessions for staff members on best practices in internal auditing, fostering a culture of continuous improvement.
- Developed strong working relationships with external auditors, facilitating efficient communication during annual audits.
- Participated in special projects as requested by senior leadership, providing subject matter expertise on internal controls and risk management practices.
- Contributed to a positive work environment by collaborating effectively with colleagues across all levels of the organization.
- Managing monthly audits through all the Departments
- General organization and close supervision of daily transaction
- Identified and reported audit issues.
- Yearly inventory in all Constance properties
- Investigated discrepancies discovered during auditing process.
- Responsible of Night Auditors in all properties
- Reporting directly to Group Financial Controller.
Constance Le Prince Maurice Von Nassau
Acting Front Office Manager and In Charge of Night Auditor
11.1998 - 07.1999
Job overview
- Pre Opening team
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Managed reservation inquiries over phone/email/web platforms effectively ensuring full capacity utilization.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Streamlined check-in and check-out processes for faster service, resulting in higher guest satisfaction scores.
- Managed daily room inventory to maximize occupancy rates and revenue generation.
- Implemented staff training programs, improving employee performance and team cohesion.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Assisted sales department in upselling hotel services, increasing revenue through upgrades and add-on packages.
- Conducted regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Implemented pre-arrival preparations such as assigning rooms based on specific requirements leading to seamless arrival experiences.
- Coached employees through day-to-day work and complex problems.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Belle Mare Plage The Resort
Night Auditor & Trainer
02.1997 - 11.1998
Job overview
- Verification of all Checked In and Checked Out dossiers of the day
- Verification of all payment received cash and credit card if tally with system and credit card machine
- Verification of all postings made by point of sales on guest account and members account
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthrough.
- Prepare the Daily Revenue Report for the management
- Prepare Front Office Issues Report for Front Office Manager to handle
- Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Enforced policies and procedures to increase efficiency.
Belle Mare Plage The Resort
Reception Supervisor
10.1995 - 02.1997
Job overview
- Responsible of the working shift 2 Receptionists and 2 Telephone Operators
- Ensure that all team members are well groomed and have all their equipment
- Streamlined check-in and check-out procedures for increased guest convenience and reduced wait times.
- Maintained a welcoming environment with a well-organized reception area, ensuring a positive first impression for guests.
- Contributed to the hotel''s reputation for excellent service by promptly addressing guest concerns and resolving issues.
- Boosted team morale and productivity through effective communication, coaching, and performance feedback.
- Collaborated with management to develop strategies for improving overall guest experience and satisfaction ratings.
- Coordinated with housekeeping staff to ensure timely room availability, contributing to seamless guest transitions between stays.
- Assisted in training new employees on company policies, procedures, software systems, and customer service standards.
- Served as an ambassador for the hotel brand by consistently exemplifying its values of professionalism, courtesy, and genuine hospitality in every interaction with guests and colleagues alike.
- Improved workflow efficiency by creating detailed schedules that outlined daily tasks and responsibilities for reception staff members.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Ensure all arrivals guest are check in in the system
- Ensure that all Check Out guest paid their bill
- Monitored front areas so that questions could be promptly addressed.
- Interceded between employees during arguments and diffused tense situations.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Education
Singapore Hotel Association Training And Education Centre, Singapore
Diploma in Tourism And Hotel Management. from Rooms, Finance, Tourism Psychology, Housekeeping
08.2003
University Overview
- Professional Development Studies: [Conquest - Leadership Excellence, 2019
- Professional Development Studies: Butler Service, 2021
- Professional Development Studies: Customer Service, 2012
- Completed Coursework: [Hotel Management], [2008]
- Recipient of Bright Award, 2019
PBBC, Mauritius
High School Diploma
01.1994
Imperial College, Mauritius
No Degree from Geological Engineering
12.1991
Notre Dame Du Refuge (RCA), New Grove, Mauritius
No Degree from Mathematics, Geography, English And French
12.1987
Skills
- People Relation Management
- Front Office Operation & Management
- Housekeeping Operation & Management
- Room Reservation Operation
- Managing Guest Experiences
- Revenue Management
- Tourism Phycology
- Upselling In Hospitality
- People Development
- Training and Coaching
- Assignment Delegation
- Staff Supervision
- Team Oversight
- Customer service excellence
- Service recovery
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 104 staff members.
- Collaborated with team of 8 in the development of Opera Implementation.
- Resolved product issue through consumer testing.
Skills And Competences
Excellent leadership skills, team player, innovative, informal leader, Intercultural skills acquired while working with international team.
Quick Thinker, Excellent communicator and a problem solver.
Good project management and project implementation skills
Trainings and coaching
Microsoft Office
Wishnet, Prolific & @yourwish (BO system)
Opera / Wishnet (PMS),
Personal Information
- Date of Birth: 09/09/1976
- Nationality: Mauritian
References
- Eric Sirop (former gm)
- George lee (former group fd)
- Christophe Plantier gm Constance prince maurice)
- Bruno Le Gac (gm constance lemuria seychelles)
- Dominique autrey ( former hotel manager constance lemuria & prince maurice)
- Parama Mootooveeren (hr @ The Residence
Hiking, Swimming, playing with my kids
I love nature, by hiking I make peace with myself and with everything that is around me.
When I swim it make me realized how small I can be, nothing is owned forever and to stay always humble.
My girls are my joy and the most important achievement in my life. Play the most you can as one day it will fade away.
Languages
Creole
Native language
English
Proficient
C2
French
Proficient
C2
Italian
Beginner
A1
Timeline
Front of House Manager
Constance Ephelia Seychelles
12.2021 - 06.2022
Front of House Manager
Constance Lémuria Seychelles
06.2017 - 12.2021
Front of House Manager
Constance Le Prince Maurice
10.2016 - 11.2016
Internal Auditor
Constance Hotels Service Limited
09.2015 - 06.2017
Front of House Manager
Constance Lémuria Seychelles
09.2013 - 09.2015
Front Office Manager
Constance Le Prince Maurice
10.2009 - 05.2013
Internal Auditor
Constance Hotels Services Limited
02.2002 - 09.2009
Acting Front Office Manager and In Charge of Night Auditor
Constance Le Prince Maurice Von Nassau
11.1998 - 07.1999
Night Auditor & Trainer
Belle Mare Plage The Resort
02.1997 - 11.1998
Reception Supervisor
Belle Mare Plage The Resort
10.1995 - 02.1997
Singapore Hotel Association Training And Education Centre
Diploma in Tourism And Hotel Management. from Rooms, Finance, Tourism Psychology, Housekeeping
PBBC
High School Diploma
Imperial College
No Degree from Geological Engineering
Notre Dame Du Refuge (RCA)
No Degree from Mathematics, Geography, English And French
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