Anna Boteimacuata
Mountain View,CA
Summary
Accomplished Duty Manager at Sofitel Fiji Resort & Spa, renowned for elevating guest satisfaction through innovative service initiatives and personalized attention. Expert in operational oversight and team development, I excel in fostering a collaborative environment that enhances performance. My proficiency in customer communication and inventory management has significantly contributed to maintaining high service standards and operational efficiency.
Experienced with operational management, staff supervision, and customer service excellence. Utilizes strong interpersonal skills and strategic thinking to ensure smooth daily operations. Track record of effective problem-solving and maintaining high standards in dynamic settings.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Duty Manager
Sofitel Fiji Resort & Spa
10.2010 - 10.2023
- Enhanced guest satisfaction with personalized service initiatives.
- Mentored team members by fostering a collaborative environment.
- Facilitated staff meetings with clear agendas to align team objectives.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
- Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
Night Auditor/Front Office Supervisor
Sofitel Fiji Resort & Spa
04.2008 - 10.2010
- Conducted nightly audits of accounts, verifying all transactions and balancing financial records.
- Monitored hotel security and maintained a safe environment for guests and staff.
- Processed guest payments and maintained accurate cash handling procedures.
- Utilized hotel management software to update guest information and manage reservations.
- Prepared and distributed daily reports, summarizing key information for morning staff.
- Managed nightly front desk operations, ensuring smooth check-ins and check-outs.
- Balanced hotel accounts and resolved discrepancies.
- Ensured accurate record-keeping by reviewing and verifying daily sales reports, cash deposits, and credit card transactions.
- Set up and entered financial data into spreadsheets using Microsoft Excel.
- Enhanced revenue accuracy by conducting nightly financial audits and reconciling discrepancies in transactions.
- Collaborated with daytime staff to communicate relevant information about guest needs, preferences, and reservations for seamless service transitions between shifts.
- Maintained confidentiality of sensitive information by adhering to strict data privacy policies regarding guest records and financial documents.
- Assisted guests with special requests or accommodations, ensuring a comfortable stay at the hotel.
- Maintained high levels of guest satisfaction with prompt and professional responses to inquiries and concerns.
- Developed strong working relationships with cross-functional teams to ensure consistency in hotel services throughout all shifts.
- Performed daily inventory for keys and linens and detailed information in audit reports.
- Streamlined nighttime hotel operations by managing guest check-ins, check-outs, and resolving customer complaints.
- Improved efficiency in night shift tasks by implementing time management strategies for staff assignments and project completion.
- Performed nightly updates to room charges and rates.
- Upheld brand standards by consistently providing guests with exceptional service, leading to positive online reviews and repeat business.
- Conducted regular inventory checks on supplies necessary for front desk operations, placing reorders when needed to prevent shortages that could impact service quality.
- Increased accuracy in billing process by thoroughly reviewing invoices for errors before finalizing charges to guest accounts.
- Maximized room occupancy rates during peak seasons by identifying available rooms and updating reservation system accordingly.
- Supported the training and onboarding of new hires to ensure they were well-equipped to handle hotel night audit tasks.
- Promoted a safe work environment through adherence to safety protocols and proper handling of emergency situations as needed.
- Facilitated smooth communication between departments by acting as the primary point of contact during overnight hours for timely issue resolution.
- Supported overall hotel operations by performing ad-hoc administrative tasks during slower periods on the night shift.
- Boosted team performance through regular feedback sessions and providing constructive criticism for improvement in night audit procedures.
- Contributed to increased security measures by monitoring surveillance cameras and reporting suspicious activities to management.
- Reduced guest wait times at check-in by efficiently managing reservation changes and room assignments during high-volume periods.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
- Generated and printed daily financial reports to track hotel performance.
- Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
Education
Trainer of Trainee - Tourism And Hospitality Management
Fiji National University
Votualevu Roundabout, Nadi Fiji06-2010
Skills
- Customer service
- Customer service focus
- Time management
- New employee training
- Team supervision
- Customer communication
- Attention to detail
- Professionalism and integrity
- Written and oral communication
- Relationship building
- Cash management
- Staff training and development
- Delegating work
- Shift scheduling
- Work planning and organization
- Operational oversight
- Policy enforcement
- Motivational leadership
- Operations management
- Goal setting
- Health and safety compliance
- Employee development
- Staff scheduling
- Inventory management
- Team building expertise
- Performance management
- SOP development
- Staff training
- Business administration
- KPI setting and review
- Service management
- Team development
Accomplishments
- Supervised team of 40 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- First Aid Certification
- Home Health Aide (HHA) Certification
- Microsoft Office Specialist (MOS) Certification
- Certified Information Systems Security Professional (CISSP)
Languages
English
Full Professional
Hindi
Limited Working
Fiji
Native or Bilingual
Timeline
Duty Manager
Sofitel Fiji Resort & Spa
10.2010 - 10.2023
Night Auditor/Front Office Supervisor
Sofitel Fiji Resort & Spa
04.2008 - 10.2010
- First Aid Certification
- Home Health Aide (HHA) Certification
- Microsoft Office Specialist (MOS) Certification
- Certified Information Systems Security Professional (CISSP)
Trainer of Trainee - Tourism And Hospitality Management
Fiji National University
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