Hospitality Operations & Guest Experience Professional

Oversee daily beverage station operations, ensuring service efficiency, product quality, and customer satisfaction. Support team coordination during peak operational hours to maintain smooth workflow and minimize service delays. Train and guide new team members on beverage preparation standards, customer service protocols, and hygiene compliance. Monitor stock levels and coordinate replenishment to maintain operational readiness. Handle customer concerns professionally and implement service recovery solutions to enhance guest experience. Ensure compliance with food safety, cleanliness, and operational standards.

Prepared specialty beverages according to company quality standards and recipes. Delivered efficient and friendly customer service, ensuring a positive guest experience. Managed point-of-sale transactions, balancing tills and maintaining payment accuracy. Assisted with inventory management, stock replenishment, and daily operational tasks. Supported store opening and closing procedures while maintaining operational standards.

Completed operational training across front office, food and beverage, housekeeping, banquets, human resources, sales, and revenue management. Assisted front desk teams in guest check-in/check-out processes and reservation handling. Supported the revenue management team with pricing analysis, reporting, and market trend observations. Contributed to guest engagement by responding to online reviews and assisting with service recovery. Demonstrated leadership and operational excellence, earning promotion from Housekeeping Associate to Supervisor. Coordinated housekeeping operations to ensure quality standards and guest satisfaction were consistently achieved.

Gained practical experience in front office operations using OPERA PMS, food production, food service, and hospitality marketing. Assisted in guest service operations and learned hotel operational procedures and standards. Delivered orientation presentations for newly onboarded employees, enhancing internal communication processes. Developed strong communication, guest interaction, and problem-solving skills in a professional hotel environment.