Fatima BHOLAH
ANTANANARIVO
Summary
Dynamic guest services professional with a proven track record at MSC Cruises, enhancing guest satisfaction through exceptional communication and complaint resolution. Skilled in property management systems and adept at fostering loyalty through personalized service. Recognized for streamlining operations, resulting in improved hotel ratings and a welcoming atmosphere.
Hospitality professional skilled in managing front desk operations and enhancing guest experiences. Known for adaptability and commitment to providing seamless service. Recognized for strong collaboration skills and results-driven approach, ensuring smooth operations and guest satisfaction.
Experienced with front desk operations and guest relations. Utilizes strong communication and organizational skills to enhance guest experiences. Knowledge of hospitality software and procedures ensures efficient service delivery.
Overview
9
9
years of professional experience
Work History
Pratical Internship
D&G: Publicity & Marketing
01.2016 - 11.2016
- Digital marketing / sketching / art & design
- Design and update company online technical page
- assist department in carrying out digital Marketing
- Coordinate with production team to meet deadlines
OUTREMER TELECOM MAURITIUS
Client Advisor Support Solutions
01.2017 - 11.2017
- Client advisor in the commercial sector
- Manage client portfolio
- Teamwork approach to reach specifics goals
Guest Service Representative
Ibis Hotel
01.2019 - 02.2020
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Participated in ongoing training programs to stay current on industry trends, best practices, and emerging technologies affecting the hospitality sector.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Handled emergency situations with composure, ensuring guest safety and minimal disruption.
Guest Services Receptionist
MSC Cruises
01.2021 - Current
- Played an integral role in improving overall hotel ratings by consistently providing exceptional service and addressing guest needs promptly.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries promptly.
- Promoted a positive work environment by collaborating effectively with colleagues from diverse backgrounds.
- Collecting guest feedback on their experiences and sharing insights with management for continuous improvement initiatives.
- Handled high-pressure situations with professionalism, resolving guest complaints diplomatically and maintaining customer loyalty.
- Streamlined check-in and check-out processes for improved guest experience and increased positive reviews.
- Implemented proactive communication strategies to keep guests informed about upcoming events or promotions during their stay.
Education
Bachelor of Science - Science / Economic / Social
Lycee Francais
ANTANANARIVO07-2016
Master of Science -
EDE: Online Training
Mauritius01-2017
1st Degree -
Candera Pastry School
MADAGASCAR01-2018
Skills
- Patience and tolerance
- Guest relations
- Complaint handling
- Foreign language skills
- Administrative tasks
- Cash handling experience
- Teamwork
- Teamwork and collaboration
- Attention to detail
- Problem-solving abilities
- Front desk operations
- Multitasking Abilities
- Excellent communication
- Computer skills
Languages
English
Full Professional
French
Native or Bilingual
Timeline
Guest Services Receptionist
MSC Cruises
01.2021 - Current
Guest Service Representative
Ibis Hotel
01.2019 - 02.2020
OUTREMER TELECOM MAURITIUS
Client Advisor Support Solutions
01.2017 - 11.2017
Pratical Internship
D&G: Publicity & Marketing
01.2016 - 11.2016
Bachelor of Science - Science / Economic / Social
Lycee Francais
Master of Science -
EDE: Online Training
1st Degree -
Candera Pastry School
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