SOMMA NUKHOOL
Mauritius,MUS
Summary
Dynamic Senior Guest Services Officer with a proven track record in enhancing guest satisfaction through effective problem-solving, attention to detail, and strategic planning.
Results-driven professional with extensive experience in guest services and team collaboration. Skilled in training junior staff and analyzing guest feedback to drive service improvements, fostering a culture of high-quality service delivery.
Overview
7
7
years of professional experience
Work History
SENIOR GUEST SERVICES OFFICER
Royal Caribbean International
Miami, FL
09.2022 - Current
- Led safety and security protocols for onboard operations, ensuring compliance with regulations.
- Managed guest services, resolving issues promptly to enhance overall customer satisfaction.
- Coordinated logistical support for events, optimizing resource allocation and workflow efficiency.
- Trained and mentored junior staff on operational procedures and best practices for service delivery.
- Analyzed guest feedback to identify trends, driving initiatives that improved service quality consistently.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
- Facilitated collaboration between departments, improving efficiency and effectiveness in handling cross-jurisdictional cases.
FRONT OFFICE SUPERVISOR
Heritage Awali, VLH Ltd, Golf Resort And Spa
MAURITIUS BEL OMBRE
08.2019 - 01.2022
- Supervised daily front office operations to ensure seamless guest experiences.
- Trained and mentored staff on customer service best practices and resort policies.
- Managed reservation systems to optimize occupancy and enhance guest satisfaction.
- Coordinated special requests and addressed guest inquiries promptly and efficiently.
- Developed staff schedules to maintain adequate coverage during peak periods.
- Collaborated with other departments to enhance overall resort operations and services.
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Dispersed petty cash to employees and collected and managed receipts.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Achieved high-quality service by maintaining open communication channels among team members.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Coached employees through day-to-day work and complex problems.
Education
High School Diploma -
KEATS COLLEGE
MAURITIUS - CHEMIN GRENIER10-2007
Skills
- Work coordination
- Report writing
- Strategic planning
- Innovation and creativity
- Investigation leadership
- Team collaboration
- Safety protocols
- Attention to detail
- Multitasking Abilities
- Organizational skills
- Problem-solving
- Decision-making
- Time management
- Excellent communication
- Active listening
- Analytical thinking
- Relationship building
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of [Number] staff members.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
CERTIFICATE FOR TELEPHONE ETIQUETTE
BRILLIANT & CONFIDENT
Languages
English
Full Professional
French
Professional Working
Hindi
Professional Working
Timeline
SENIOR GUEST SERVICES OFFICER
Royal Caribbean International
09.2022 - Current
FRONT OFFICE SUPERVISOR
Heritage Awali, VLH Ltd, Golf Resort And Spa
08.2019 - 01.2022
High School Diploma -
KEATS COLLEGE