NOMIN-ERDENE ERDENEBILEG
Forest Hills,NY
Summary
Commitment to standing firm on difficult decisions, adapting to dynamic changes, and maintaining a strong constitution is essential. Dedication to providing quality care ensures ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients is demonstrated. Reliability, communication skills, responsibility, and a friendly nature are key assets brought to the role. Strong organizational and administrative skills, combined with the capability to work both independently and as part of a team, highlight effective use of initiative. Excellent time management skills are complemented by superior knowledge of the customer service industry.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Front Office Manager
Kempinski Hotel Khan Palace Ulaanbaatar
03.2018 - 04.2022
- Recruited, interviewed, and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills, and analytical nature to resolve customer concerns and promote loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Oversaw guest registration process by verifying personal information accuracy in line with security protocols.
- Observed and Maintains Reservations and Rooms & Guest Services systems, procedures, company standards, and policies.
- Maintained accurate records of data essential to future business plans and generated weekly and monthly reports required by the management and owners.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
Reservation Manager
Kempinski Hotel Khan Palace Ulaanbaatar
08.2016 - 03.2018
- Resolved escalated customer issues promptly, maintaining positive brand reputation among guests and industry professionals alike.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Exercised and ensured proper selling and up-selling techniques to help generate maximum revenue for hotel.
- Monitored and reviewed regularly room and rate availability, hotel status, close-out dates, and overbooking situations.
- Extended full cooperation within and between other departments.
- DOR/DOSM before making any critical decision at work.
- Observed and Maintained Reservations and Rooms & Guest Services systems, procedures, company standards, and policies.
- Maintained accurate records of data essential to future business plans and generated weekly and monthly reports required by management and owners.
- Observed and ensure that proper telephone manners are maintained at all times.
Reservation Agent
Kempinski Hotel Khan Palace Ulaanbaatar
02.2013 - 08.2016
- Utilized reservation software effectively to manage inventory, maintain rate structures, and track guest history accurately.
- Handled reservations and answered questions from interested patrons for a busy 99-room hotel.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Contributed to sales efforts by participating in local travel trade shows and industry events on behalf of the hotel.
- Handled billing information over the phone.
- Made new reservations and entered all necessary data into the OPERA.
- Boosted revenue by upselling additional services such as room upgrades, meal plans, and special event bookings.
- Processed a range of documentation and entered information into databases.
- Helped management to identify workflow issues and find solutions.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Worked closely with the front desk to achieve full occupancy of the property.
Office Assistant
London Staff Bureau
03.2011 - 03.2012
- Managed incoming correspondence to enhance employee performance and reduce time spent on processing and responding.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Assisted with screening of recruits. Trained and mentored new employees.
Part Time Waitress
Swissotel
02.2009 - 02.2011
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Maintained clean and organized dining area, contributing to pleasant atmosphere for guests.
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
- Operate POS terminals to input customer orders, swipe credit cards, and enter cash amounts received
- Coordinated with kitchen staff to ensure special requests or dietary restrictions were accurately communicated and accommodated for guests.
- Bussed tables, presented menus, seated customers, and assisted waiters with drink orders
Education
MBA - Business Management
University of Finance And Economics
UlaanbaatarBachelor of Science - International Trade Manager
University of Commerce
Ulaanbaatar, Mongolia06.2007
Skills
- Hospitality services
- Time Management
- Team leading and effective teamwork skills
- Stress-resistant, able to handle many different tasks, adaptive
- Good planning and organizing
- Multitasking and good for the fast-paced work environment
- Property Management Systems
- Customer Service
- Decision-making capabilities
- Budget Planning
- Upselling proficiency
- Workflow Optimization
- Scheduling and calendar management
- Operations Management
Certification
- First Aid CPR AED - Nationwide Health LLC
- Lobster Ink Hospitality - Kempinski Group
- Venza - Kempinski Group
- Accounting - Magic Financial Group
- Essential Reservation - Kempinski Group
- Management Studies level 5 - Central College London
- English Language, IT and IELTS -Edgware Academy
- Chinese Language - Beijing Language and Culture College
Timeline
Front Office Manager
Kempinski Hotel Khan Palace Ulaanbaatar
03.2018 - 04.2022
Reservation Manager
Kempinski Hotel Khan Palace Ulaanbaatar
08.2016 - 03.2018
Reservation Agent
Kempinski Hotel Khan Palace Ulaanbaatar
02.2013 - 08.2016
Office Assistant
London Staff Bureau
03.2011 - 03.2012
Part Time Waitress
Swissotel
02.2009 - 02.2011
MBA - Business Management
University of Finance And Economics
Bachelor of Science - International Trade Manager
University of Commerce
- First Aid CPR AED - Nationwide Health LLC
- Lobster Ink Hospitality - Kempinski Group
- Venza - Kempinski Group
- Accounting - Magic Financial Group
- Essential Reservation - Kempinski Group
- Management Studies level 5 - Central College London
- English Language, IT and IELTS -Edgware Academy
- Chinese Language - Beijing Language and Culture College
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