Jean Michel Patrick Elisa
Beau bassin
Summary
Professional in hospitality with strong interpersonal skills and commitment to delivering outstanding guest experiences. Adept at resolving guest concerns, coordinating team efforts, and adapting to changing needs. Proficient in front desk operations, customer relations, and effective communication. Known for reliability, team collaboration, and achieving results in fast-paced environment.
Overview
19
19
years of professional experience
Work History
Guest Service Officer 2
Royal Caribbean International
08.2025 - Current
- Delivered exceptional guest experiences through attentive service and personalized interactions.
- Resolved guest inquiries and concerns promptly, enhancing satisfaction and loyalty.
- Collaborated with team members to streamline service processes and improve efficiency.
- Coordinated with various departments to ensure seamless service delivery during peak operations.
- Handled guest complaints with professionalism, working to find satisfactory resolutions in a timely manner.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
Guest Service Officer
Royal Caribbean International
12.2024 - 06.2025
- Delivered exceptional customer service, resolving inquiries and complaints efficiently.
- Follow the guest service protocols and operational procedures to ensure consistency.
- Assisted in resolving billing disputes by thoroughly reviewing charges and offering appropriate solutions.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Assisted guests by furnishing information and directions to casino, gift shop, and dining areas.
- Provided accurate information on room amenities, local attractions, and transportation options for guests'' convenience.
Assistant Head Concierge
Hilton Mauritius Resort and Spa
11.2018 - 12.2024
- Ensure a high level of engagement with guests throughout their stay to make them feel at home and create a warm experience
- Offer consistent, high standard service and assistance to Guests and maintain a lobby presence that offers courteous and attentive service
- Ensure that all our individual customers and groups receive fast, efficient and friendly service
- Ensure that everyone in the on duty are kept fully aware of any relevant feedback from either the customers or other departments
- Assist with room moves and luggage deliveries and man the front door
- Ensure the effective handling and storing of long-term and short-term luggage for arriving/departing Guests and clients
- Supervision, Training and development of individuals in the team including appraisals, job chats and any follow up when needed.
- Book and organize taxi trips around the island.
- Make booking for guest for restaurants, barbershop, Catamaran or any other activities.
- Assist guests for changes in fight or flight delays and lost luggage tracking.
- Handling guests’ requests and queries
Receptionist
Hilton Mauritius Resort And Spa
01.2018 - 11.2018
- Answer ingoing and outgoing phone calls
- Conducting check in and check out
- Resolving guest complaints
- Cashiering, posting of points of sales (upon request)
Community Associate
Regus Business Center (Mauritius Ltd)
04.2017 - 01.2018
- Commit to solving any client/visitor issues following through to resolution and providing beverages.
- Providing administration support including delivering mail, organizing courier services, ordering office supplies.
- Preparing and booking their meeting rooms and other administration/secretarial duties.
Reservations Coordinator
Tamarina Golf & Spa Boutique Hotel
03.2016 - 03.2017
- Managing individual and group reservation enquiries in an efficient and professional manner.
- Ensuring the highest rates are yielded and business is converted.
- Responding to communications from guests concerning reservations, including promptly processing any room charges, cancellations and modifications.
- Inputting relevant information into the Hotel’s PMS system.
Reception Supervisor
Tamarina Golf & Spa Boutique Hotel
02.2013 - 03.2016
- To ensure that all front office and guest services team members receive adequate training in all Front Desk policies and procedures.
- To assist the Front Office Manager in motivating the team and participate in the training and development of all Front Office staff.
- To make sure all arrivals are blocked and evens out the house count. To check arrivals of VIP guests
- To verify the accuracy of the cash drawers of each receptionist at the beginning of the shift and supervise the close-out of shift work and cash at the end of the shift.
- Communicate all important information to the following shift to ensure a smooth transition through the Front Desk logbook.
- To do duty manager and night Auditor as and when required.
- To provide information about the island, sightseeing and make taxi booking
Front Office Supervisor
10.2012 - 02.2013
- Assigning guest room as per reservation
- Welcoming of guests and visitors
- Coordinate solutions quickly when guests experience problems in their room by working with housekeeping and/or service staff.
- Collect the guest’s payment using either credit/debits cards, cash or checking account information for rooms at the end of each stay and ask for a room deposit when necessary.
- Ensure that extra services ordered by the guests, such as alcoholic drinks, entertainment and food, are properly accounted for and charged on the final bill.
- Keep the hotel lobby area inviting and clean by vacuuming, dusting, setting up welcome supplies and other various duties.
- Organizing shuttle to Inter hotel and taxi for guests around the island. Process booking when there is fight delays and provide assistance.
- Communicate with other hotel staff, such as housekeeping or maintenance, when rooms are ready to be cleaned or repaired in preparation for a new guest.
Night Auditor
Pearle Beach Resort and Spa
05.2011 - 09.2012
- Balance cash float, check all bills of all points of sales, check room rate and registration form, credit card balancing on system and credit card machines, manage all hotel keys, doing check in and check out, run night audit, acting as Duty manager as per hotel manager request.
Night Auditor
Sands Resort And Spa
03.2009 - 05.2011
- Balance cash float, check all bills of all points of sale
- Check room rate and registration for credit card balancing on system and credit card machine
- Manage all hotel keys
- Doing check in and check out
- Run night audit.
Night Auditor
Indian Resorts (Apavou Hotels)
03.2008 - 03.2009
- Balance cash float, check all bills of all points of sales
- Check room rate and registration form
- Credit card balancing on system and credit card machines
- Manage all hotel keys, doing check in and check out, run night audit.
Receptionist
Indian Resorts (Apavou Hotels)
07.2007 - 03.2008
- Answer ingoing and outgoing phone calls
- Doing check in and check out
- Resolving guest complaints
- Cashiering, posting of points of sales (upon request).
Trainee of hotel school of NTC 3 in front office
Indian Resorts (Apavou Hotels)
08.2006 - 06.2007
- Training about telephone operator, reservation agent, guest service, and receptionist
Education
National Trade Certificate level 4 -
Ecole Hoteliere Sir Gaetan Duval Hotel School
01.2012
Diploma - IATA Foundation & EBT course
Kadosh Training Center Services Ltd
01.2010
National Trade Certificate level 3 - undefined
Ecole Hoteliere Sir Gaetan Duval Hotel School
01.2007
National Trade Certificate level 3 - Electrical Installation work
Sir Kher Jagatsingh Industrial Training Centre
01.2006
School Certificate - undefined
Sir Abdool Raman Osman State Secondary School
01.2003
Skills
- Efficient in use of Microsoft Office
- Knowledge of the Guest service program: Microsoft teams,Edocs, hybris,AS400,Siebel,Guest account admin,DM tool,Lotus email,Royal app,GFC
- Basic Knowledge of the Icafe
- Computer skills
- Self motivation
- Complaint handling
- Professional appearance
- Cross-cultural sensitivity
- Teamwork and collaboration
Languages
English
French
Achievements & Awards
New skills: Certificate for understanding of his/ her role as a delegate on the health and safety committee year 2013, Hilton Mauritius Resort & Spa, Certificate for team member of the month of December 2019(front of the house), Indian Resorts (Apavou Hotels) Certificate for Recognition of Valuable Service year 2006 Hotel and Tourism Training Centre: Certificate for Grooming and Etiquette year 2006 Indian Resorts (Apavou Hotels) Nominee of the front office department year 2007, The independent Commission against Corruption: Certificate for Valuable contribution in the National Youth Forum year 2004, Ministry of Social security, National Solidarity & Senior Citizen Welfare and reform institutions: Certificate for Capacity Building program for young Volunteers year 2004, The ENG Society: Certificate of participation and achievement in practical English session’s lower intermediate year 2002
Personal Quality
- Good communication skills
- Self-motivated
- Team work
- Leadership
Timeline
Guest Service Officer 2
Royal Caribbean International
08.2025 - Current
Guest Service Officer
Royal Caribbean International
12.2024 - 06.2025
Assistant Head Concierge
Hilton Mauritius Resort and Spa
11.2018 - 12.2024
Receptionist
Hilton Mauritius Resort And Spa
01.2018 - 11.2018
Community Associate
Regus Business Center (Mauritius Ltd)
04.2017 - 01.2018
Reservations Coordinator
Tamarina Golf & Spa Boutique Hotel
03.2016 - 03.2017
Reception Supervisor
Tamarina Golf & Spa Boutique Hotel
02.2013 - 03.2016
Front Office Supervisor
10.2012 - 02.2013
Night Auditor
Pearle Beach Resort and Spa
05.2011 - 09.2012
Night Auditor
Sands Resort And Spa
03.2009 - 05.2011
Night Auditor
Indian Resorts (Apavou Hotels)
03.2008 - 03.2009
Receptionist
Indian Resorts (Apavou Hotels)
07.2007 - 03.2008
Trainee of hotel school of NTC 3 in front office
Indian Resorts (Apavou Hotels)
08.2006 - 06.2007
Diploma - IATA Foundation & EBT course
Kadosh Training Center Services Ltd
National Trade Certificate level 3 - undefined
Ecole Hoteliere Sir Gaetan Duval Hotel School
School Certificate - undefined
Sir Abdool Raman Osman State Secondary School
National Trade Certificate level 4 -
Ecole Hoteliere Sir Gaetan Duval Hotel School
National Trade Certificate level 3 - Electrical Installation work
Sir Kher Jagatsingh Industrial Training Centre