Summary
Overview
Work History
Education
Skills
Certification
References
Accomplishments
Training
Timeline
Generic
Genesis Gupana

Genesis Gupana

Niseko

Summary

Results-driven hospitality professional with extensive experience in front office operations, known for upholding high standards and delivering outstanding guest services. Adept at fostering team collaboration and driving results, showcasing flexibility in dynamic environment. Expertise in conflict resolution and maintaining operational efficiency ensures reliability and adaptability.

Overview

16
16
years of professional experience
12
12
Certifications
2
2
Languages

Work History

Front Office Duty Manager

Hinode Hills Niseko Village
12.2023 - Current
  • Company Overview: Small Luxury Hotels of the World
  • Lead a team of front desk associates and housekeeping associates, providing training, scheduling, and performance evaluation to ensure staff maintain high levels of customer service.
  • Monitor front desk operations, including check-in/check-out procedures, room assignments, and reservation accuracy, ensuring efficient and smooth operations.
  • Coordinate with housekeeping, maintenance, and other departments to ensure timely and accurate room turnovers and guests requests.
  • Establish and enforce policies and procedures for staff and guest interactions, ensuring compliance with hotel standards, SLH brand standard audit and regulations.
  • Organize and conduct training sessions for front line staff to enhance skills and maintain high service standards.
  • Maintained effective communication between all hotel departments for optimal interdepartmental collaboration and overall operation efficiency.
  • Established effective shift scheduling for front office staff, ensuring optimal coverage during peak hours and balanced workloads for team members.
  • Resolved guest complaints professionally, maintaining a positive hotel reputation and fostering customer loyalty.
  • Conducted regular financial audits of the front office department, ensuring accurate revenue tracking and budget adherence.
  • Spearheaded initiatives for improving employee morale which led to increased productivity within the front office team.
  • Coached employees through day-to-day work and complex problems.
  • Enhanced guest satisfaction by efficiently handling front office tasks and promptly addressing inquiries.

Duty Manager - Front Office

Jen Singapore Tanglin by Shangri-la
11.2022 - 11.2023
  • Managing the guest check-in and check-out process efficiently and accurately.
  • Ensuring guest satisfaction by promptly addressing any inquiries, concerns, or issues during their stay.
  • Overseeing the front desk operations, including handling reservations, managing phone calls and organising guests requests.
  • Training and supervising front desk staff to ensure excellent customer standards are met.
  • Following hotel policies and procedures, including maintaining guest confidentiality and adhering to security protocols.
  • Coordinate the specific needs for airline crews, such as those from British Airways and Saudi Airlines, ensuring timely room assignments and accommodating special requests in alignment with their schedules.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Assistant Training Manager

YTL Hotels - Malaysia
01.2021 - 10.2022
  • Facilitate the onboarding process for new hires, ensuring a smooth introduction to hotel policies, culture, and duties.
  • Work closely with property leaders to understand specific training needs and implement customized solution.
  • Utilize technology to enhance training delivery, including e-learning platforms and virtual training tools.
  • Evaluate productivity and help employees create long-term career plans with an organization.
  • Conduct hotels orientation sessions, career talks and interviews.
  • Conduct leadership training (Customer Satisfaction Standards, Team Leadership Skills, and Train The Trainer).
  • Assess the success of development plans and help employees make the most of learning opportunities.
  • Asses in managing the training budget and resources effectively, ensuring maximum return on investment.
  • Conduct trainings for properties in Malaysia under YTL Hotels (Luxury Hotels and Luxury Resorts), including JW Marriott Hotels, Ritz-Carlton Kuala Lumpur, Pangkor Laut Resort, Tanjong Jara Resort, Gaya Island Resort, Marriott Autograph Collections Hotels and AC Hotels by Marriott.
  • Developed customized training materials and resources to address specific skill gaps within the organization.
  • Enhanced employee performance by developing and implementing comprehensive training programs.
  • Conducted regular evaluations of training effectiveness, making adjustments as necessary for continuous improvement.
  • Implemented a train-the-trainer model that empowered team leaders to conduct ongoing internal skill-building sessions.
  • Partnered with external vendors to deliver specialized industry-specific training as needed.

Assistant Front Office Manager

AC Hotels by Marriott, Malaysia
07.2019 - 12.2020
  • Provides overall watch of the hotel throughout of shift in charge of ensuring all brand standards, policy, and procedures set by the hotel are being executed.
  • Acts as the main liaison between the customer and hotel and/or the first point of contact in the absence of the senior management.
  • Monitor staff discipline and report any irregularities.
  • Preparing reports handles special projects and assignments required.
  • Assist in providing front office staff with ongoing coaching, training, and development.
  • Monitor, arrange and coordinate service requirements by departments/Head of Departments.
  • Anticipate and address guests service needs - Listen to guests complaints or concerns and resolve their issue in a timely manner.
  • Balanced daily cash transactions, accurately maintaining financial records for the front office department.
  • Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
  • Improved team performance by providing regular training on customer service techniques and hotel policies.

Front Office Duty Manager

AC Hotels by Marriott, Malaysia
12.2017 - 07.2019
  • Engage each guest as a unique individual and listen attentively to their requests.
  • Dealing with customers including handling complaints.
  • Coordinating guest recognition, an initiative set by the hotel, and VIP movements.
  • Answer the telephone in a timely and professional manner.
  • Make reservations over the phone and in-person.
  • Run daily reports to check reservations for accuracy and identify any special requests.
  • Responsible for a cash float throughout your shift and ensuring it balances correctly at the end of shift.
  • Assisted guests with special requests or needs, providing personalized service that exceeded expectations.
  • Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
  • Managed daily front office operations, ensuring smooth workflow and maximum efficiency among staff members.
  • Participated in developing marketing strategies aimed at attracting more customers while retaining existing ones.
  • Trained new hires in front office procedures, contributing to a knowledgeable and skilled team.
  • Monitored inventory levels of supplies within the front office department, ensuring timely replenishment to avoid shortages or delays in service delivery.
  • Ensured compliance with safety regulations and emergency procedures for both employees'' well-being as well as guests'' security within the premises.
  • Promoted upselling strategies among staff members, resulting in increased revenue from room upgrades and additional services.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Front Office Supervisor

AC Hotels by Marriott, Malaysia
07.2015 - 11.2017
  • Ensure Outstanding customer care at all times.
  • Maintains a friendly, cheerful and courteous demeanour at all times.
  • Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
  • Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
  • Supervise daily shift process ensuring all team members adhere to standard operating procedures.
  • Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

Food and Beverage Ambassador

AC Hotels by Marriott, Malaysia
07.2014 - 07.2015
  • Cafe team leader.
  • In charge of the daily ,weekly, and monthly Cafe monitoring reports.
  • Handling VIP and VVIP guests in any special events.
  • Takes and serves food and beverage orders according to prescribed standards of service.
  • Looks after the necessary preparations before the start of operation: tray, cutleries, other supplies.
  • Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
  • Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.
  • Assisted team with operational policies and procedures to drive services.
  • Engaged guests in conversation to offer hospitality, aid in service recovery and engender trust.

Management Trainee/Service Host

The Venetian Tea Room Pte Ltd, Singapore
08.2009 - 02.2010
  • Managing the daily operations of the restaurant.
  • Ensure good customer service experience.
  • Ensure cleanliness in the restaurant.
  • Review and recommend processes to improve overall restaurant performance.
  • Ensure consistency in the food standards through random food audit and observation.
  • Formulating and developing marketing initiatives to increase sales growth.
  • Contribute to and take part in management meeting.
  • Maintain a high standard of hygiene and health and safety.
  • Doing some multitasking and take on additional duties as it arises.

Education

Bachelor of Science - Ecotourism

Mindanao State University-Main Campus
Marawi City
01.2013

Skills

    Customer complaint resolution

    Guest experience management

    Streamlined guest arrival and departure procedures

    Property management software

    Team development

    Guest feedback analysis

    Efficient room allocation

    Policy compliance management

    Team leadership

    Experienced in software utilization

    Effective training facilitation

    Comprehensive needs analysis

Certification

Consistent Shangri-la Moments of Joy Awardee

References

  • Merajoy, Amoncio Drilon, Senior Duty Manager, merajoy.amoncio@icloud.com, +65-9027-5864, Jen Singapore Tanglin Singapore by Shangri-la
  • Azry, Rasyieqa Raffle, Director of Training, syeqa.azry@ytlhotels.com.my, +6011-2340-5978, YTL Hotels

Accomplishments

  • Certified Trainer of Train The Trainer Programme Module: Plan Adult Learning Conduct Training Needs Analysis (TNA) Design Competency Based Training Programme Conduct Competency Based Training Programme Assess Participants Competence
  • AC Hotels by Marriott Task Force Team in Malaysia

Training

  • TEAM LEADERSHIP SKILLS February 15-18, 2017 Hotel Stripes Kuala Lumpur 25, Jalan Kamuning, Chow Kit, 50300, Kuala Lumpur, Wilayah Persekutuan, Kuala Lumpur, Malaysia
  • TRAIN THE TRAINER Hotel Stripes Kuala Lumpur September 11-15, 2017 25, Jalan Kamuning, Chow Kit, 50300, Kuala Lumpur, Wilayah Persekutuan, Kuala Lumpur, Malaysia
  • A SEMINAR ON BARISTA TECHNIQUE COFFEE TASTING AND FOOD PAIRING February 28,2013 Charm Pavillion, Mindanao State University-Main Campus
  • League of Tourism Students of the Philippines National Convention February 2011 Cebu Grand Convention Centre Archbishop Reyes Avenue, Barrio Luz, 6000, Cebu City
  • Food Handler Training Ministry of Health Malaysia Quantum Food Academy January 8, 2021 YTL Plaza, Wilayah Persekutuan Quantum Food Academy 1-23-5 Menara Bangkok Bank Berjaya Central Park, Jln Ampang, Kuala Lumpur, 50450, Malaysia
  • Train The Trainer Certificate of Completion Human Resource Development Corporation 26th - 30th November 2021 Pullman Bangsar Hotel, Kuala Lumpur, Malaysia

Timeline

Front Office Duty Manager

Hinode Hills Niseko Village
12.2023 - Current

Duty Manager - Front Office

Jen Singapore Tanglin by Shangri-la
11.2022 - 11.2023

Assistant Training Manager

YTL Hotels - Malaysia
01.2021 - 10.2022

Assistant Front Office Manager

AC Hotels by Marriott, Malaysia
07.2019 - 12.2020

Front Office Duty Manager

AC Hotels by Marriott, Malaysia
12.2017 - 07.2019

Front Office Supervisor

AC Hotels by Marriott, Malaysia
07.2015 - 11.2017

Food and Beverage Ambassador

AC Hotels by Marriott, Malaysia
07.2014 - 07.2015

Management Trainee/Service Host

The Venetian Tea Room Pte Ltd, Singapore
08.2009 - 02.2010

Bachelor of Science - Ecotourism

Mindanao State University-Main Campus
Genesis Gupana