Mary Darlene De Costa
Melaka
Summary
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
20
20
years of professional experience
Work History
Assistant Manager
Village Hotel Katong
02.2023 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Greet and assist guests by gathering information pertaining to reservations or requests.
- Handle escalated guest issues and resolve conflicts effectively.
- Maintain a safe and secure environment for employees and guests.
- Coordinate with other departments to ensure smooth operations.
- Monitor inventory and order supplies as needed.
- Address any emergencies or incidents that occur in log book.
- Manage staff schedules and ensure adequate coverage.
Front Office Manager
Scapes Hotel
12.2022 - 02.2023
- Created, prepared, and delivered reports to various departments.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Assistant Front Office Manager
Avani Sepang
08.2022 - 11.2022
- Assist in managing the front desk and handling guest inquiries and requests.
- Assist the Front Office Manager in the training of department employees.
- Assist in forecasting room availability and occupancy rates.
- Assist in a proper New Hire On-Boarding process with all new employees.
- Assure that all financial and credit procedures and protocols are followed.
- Collaborate with other hotel departments to ensure seamless guest experiences.
- Control and monitor blocks and additional blocking as needed, i.e. special requests, suites, etc.
- Handle escalated guest issues and resolve conflicts effectively.
Group Front Office Manager
Swiss-Garden Hotel Melaka
12.2020 - 06.2022
- Manage and monitor activities of all employees in the Front Office department making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed
- Manage the Front Office Department for three properties: Swiss-Garden Hotel Melaka, The Shore Hotel & Residences Melaka and Mio Boutique Hotel
- Manage the Security Department for Swiss-Garden Hotel & The Shore Hotel & Residences
- Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise
- Work closely with Revenue Manager as part of the Yield Management team to try and maximize revenue for the hotel
- Evaluates the job performance of each front office employees
- Maintains work relationships and communicates with all departments
- Prepare performance reports related to front office department
- Recruited, managed, trained and developed the front office/desk team
- All other duties as assigned by the General Manager.
Assistant Front Office Manager
Novotel Melaka
02.2020 - 10.2020
- Assist Front Office Manager in supervising daily front desk activities according to the established guidelines
- Oversee all front office operations in the absence of the Front Office Manager
- Review correspondence from guests and incident logs; direct staff according to information obtained
- Plans and coordinates hotel housing activities by working closely with Sales, Catering, Housekeeping and other respective departments
- Prioritize and delegate daily work responsibilities to front desk staff
- Train and guide front desk employees to provide quality customer services
- Resolve guest issues and enquiries to ensure guest satisfaction
- Inform front office employees of daily activities, group and VIP arrivals as well as special requests and repeat guests
- Schedule front desk meeting to identify and resolve operational issues, accounting variances, and housekeeping discrepancies.
Front Office Manager
Bayview Hotel Melaka
12.2016 - 02.2020
- Maintain a professional and high-quality service-oriented environment at all times
- Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise
- Inform front office employees of daily activities, group and VIP arrivals as well as special requests and repeat guests
- Check accommodation, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate
- Undertake full responsibility for managing operating expenses and purchasing for the department
- Evaluates the job performance of each front office employees
- Maintains work relationships and communicates with all departments
- Prepare performance reports related to front office department
- Review daily front office work and activity report generated by night audit
- Hold monthly department meetings, keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture
- Recruited, managed, trained and developed the front office/desk team
- All other duties as assigned by the Hotel Manager.
Assistant Hotel Manager – Opening Team
Swiss-Garden Rewards Sdn Bhd
08.2015 - 09.2016
- Plan opening of new hotel, develop and maintain policies and procedures
- Coordinated duties of hotel departments including Housekeeping, Front Office and Engineering Teams
- Ensured employees were performing assigned tasks
- Charged with providing a strong lobby presence to greet, assist, and connect with guests
- Supervised, scheduled and coordinated activities for a team of 11 employees
- Responsible for any outside purchases needed during daily operations and provided some cost reduction by searching for better pricing and quality
- Responsible for making deposits and payments on behalf of the hotel
- Provided administrative support and upkeep during construction
- Evaluate employee performance and recommend personnel actions such as promotions, transfers, and dismissals.
Assistant Front Office Manager – Opening Team
Swiss-Garden Hotel & Residences Malacca
11.2014 - 08.2015
- Assist Front Office Manager in supervising daily front desk activities according to the established guidelines
- Prepared and designed the registration card, invoice, room request form, credit card authorization form, etc
- Assist the Front Office Manager to prepare the Standard Operation Procedures for the front office department
- Prioritize and delegate daily work responsibilities to front desk staff
- Train and guide front desk employees to provide quality customer services
- Manage staffing schedules, shift changes, payrolls, and labor costs
- Resolve guest issues and enquiries to ensure guest satisfaction
- Schedule front desk meeting to identify and resolve operational issues, accounting variances, and housekeeping discrepancies
- Ensure that facility is maintained clean, neat, safe and secure
- Ensure that employees are properly groomed and dressed
- Provide feedback to the team members on their performances and improvements.
Senior Assistant Manager – Front Office
Hotel Equatorial Melaka
12.2011 - 10.2014
- Maintain good working relations with other departments, particularly Front Office and keep close contact with regular guest, ensuring their needs are identified, and relayed to concerned departments for service delivery
- Assist the Reservation Manager to control rates for group business, complimentary rooms and upgrading, group space blockage and timely wash especially during the peak seasons or high occupancy
- Assist the reservation manager to supervise the Reservation Agents in their daily duties, including pick-ups, communications with client, etc
- To monitor group bookings and work closely with the sales department to achieve budgeted figures
- Train employees to ensure that they have the necessary skills to perform their duties.
Assistant Manager – Front Office
Hotel Equatorial Melaka
02.2011 - 11.2011
- Maintain good working relations with other departments, particularly Front Office and keep close contact with regular guest, ensuring their needs are identified, and relayed to concerned departments for service delivery
- Assist the Reservation Manager to control rates for group business, complimentary rooms and upgrading, group space blockage and timely wash especially during the peak seasons or high occupancy
- Assist the reservation manager to supervise the Reservation Agents in their daily duties, including pick-ups, communications with client, etc
- To monitor group bookings and work closely with the sales department to achieve budgeted figures
- Train employees to ensure that they have the necessary skills to perform their duties.
Assistant Reservation Manager
Hotel Equatorial Melaka
09.2010 - 02.2011
- Maintain good working relations with other departments, particularly Front Office and keep close contact with regular guest, ensuring their needs are identified, and relayed to concerned departments for service delivery
- Assist the Reservation Manager to control rates for group business, complimentary rooms and upgrading, group space blockage and timely wash especially during the peak seasons or high occupancy
- Assist the reservation manager to supervise the Reservation Agents in their daily duties, including pick-ups, communications with client, etc
- To monitor group bookings and work closely with the sales department to achieve budgeted figures
- Train employees to ensure that they have the necessary skills to perform their duties.
Assistant Manager – Front Office
Hotel Equatorial Melaka
11.2007 - 08.2010
- To deal with any customer complaints in a timely, professional and efficient manner
- To check and ensure all rooms assigned for special request, return guest and VIP are in order and the respective amenities are placed in the rooms before guest arrives
- To develop and maintain close business contact and relationships with all guests to ensure they are well taken care of.
Senior Front Office Assistant
Hotel Equatorial Melaka
04.2006 - 10.2007
- Assist the Front Office Manager in ensuring the smooth and efficient overall day-to-day operation of the Front Office Department
- Provide excellent customer service as per the standard of the hotel and assist in situations to ensure customer satisfaction
- Assist in providing front office employees with ongoing coaching and training
- Ensure department adherence to company policies, procedures and standards to ensure that guest expectation exceeded
- Always ensure cleanliness in front desk and lobby area, monitor all phone calls and ensure answer within three rings
- Monitor inventory of front desk supplies and ensure adequate replenishment for undisturbed services to guests
- Maintain and update knowledge on all current packages and rates.
Front Office Assistant
Hotel Equatorial Melaka
11.2004 - 03.2006
- To always provide courteous and professional service to all guests and colleagues
- Attend to all guests who approach the Front Desk immediately, cordially with a smile
- Perform the check-in and check-out efficiently according to the hotel procedures
- Answer the telephone promptly and clearly, ensuring a courteous and friendly manner
- Always protect the privacy of guest by adhering to the hotel policy on visitor enquiries
- To have complete awareness of the room rates, promotional programs, events and other information as per hotel policies.
Telephone Operator
Hotel Equatorial Melaka
09.2004 - 11.2004
- To operate the switchboard in accordance with the department’s operational standards
- Attend to all telephone calls from internal and external guest
- Answer all telephone calls clearly and in a friendly manner within three rings
- To use the correct procedures in handling calls, including all billing forms, message handling and selling of guest services and restaurants in the hotel
- Handle wake-up calls promptly as requested and report all non-responses to the Assistant Manager on duty.
Education
Sijil Tinggi Persekolahan Malaysia -
01.2002
Sijil Pelajaran Malaysia - undefined
01.2000
Skills
- Product and service knowledge
- Task Delegation
- Microsoft Office expertise
- Team motivation
- Staff Management
- Employee Scheduling
Awards
- Employee Of The Year 2005
- Five Years Award Year 2009
- Ten Years Award Year 2014
References
- Madam Magdalene, Director Of Human Resources, Swiss-Garden Hotel Melaka, 011-2623 6962
- Mr Johnny Chiam, Director Of Food & Beverage, Swiss-Garden Hotel Melaka, 012-601 5502
Training
- Effective Receptionist & Telephonist Skills Workshop – Year 2010
- Building Solid Personal Branding With Impact – Year 2015
- Dealing With Difficult People – Year 2016
Knowledgeandskills
Microsoft Office (Word, Excel & PowerPoint), Fidelio, Opera, Ifca, IDB, Wishnet Micros, ADEM Lock, XPortalNet, WebProlific, Rezaweb, Intergo
Timeline
Assistant Manager
Village Hotel Katong
02.2023 - Current
Front Office Manager
Scapes Hotel
12.2022 - 02.2023
Assistant Front Office Manager
Avani Sepang
08.2022 - 11.2022
Group Front Office Manager
Swiss-Garden Hotel Melaka
12.2020 - 06.2022
Assistant Front Office Manager
Novotel Melaka
02.2020 - 10.2020
Front Office Manager
Bayview Hotel Melaka
12.2016 - 02.2020
Assistant Hotel Manager – Opening Team
Swiss-Garden Rewards Sdn Bhd
08.2015 - 09.2016
Assistant Front Office Manager – Opening Team
Swiss-Garden Hotel & Residences Malacca
11.2014 - 08.2015
Senior Assistant Manager – Front Office
Hotel Equatorial Melaka
12.2011 - 10.2014
Assistant Manager – Front Office
Hotel Equatorial Melaka
02.2011 - 11.2011
Assistant Reservation Manager
Hotel Equatorial Melaka
09.2010 - 02.2011
Assistant Manager – Front Office
Hotel Equatorial Melaka
11.2007 - 08.2010
Senior Front Office Assistant
Hotel Equatorial Melaka
04.2006 - 10.2007
Front Office Assistant
Hotel Equatorial Melaka
11.2004 - 03.2006
Telephone Operator
Hotel Equatorial Melaka
09.2004 - 11.2004
Sijil Pelajaran Malaysia - undefined
Sijil Tinggi Persekolahan Malaysia -
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