Manager Customer Service

Lionel J. Castelino

** ******** ****, ********. **, R3X 2J2

Tel: 204-***-****

E-mail: ******.*********@*****.**

Objective:

To find a challenging role as a Manager where I can use my excellent interpersonal, management, leadership skills to make a positive contribution and confidently lead a team.

Key Courses & Training:

‘Effective Complaint Handling’ - Institution For Hospitality

‘Fit for Telephone’ - Institution For Hospitality

‘Revenue Management Charter Course’ - ACCOR Hotels

‘Championing the Holiday Inn Brand for Guest Experience Champions’ - Holiday Inn (IHG)

‘Promises Kept - A Framework for Service Recovery’ - Holiday Inn (IHG)

‘Problem Resolution - Line Level’ - Holiday Inn (IHG)

‘Driving Revenue Through Strategic Action’ – Holiday Inn (IHG)

Skills:

Knowledge of OPERA system

Revenue Management (Rooms)

Customer Relationship Management

Team Management

Key Achievements:

Holiday Inn & Suites Winnipeg Downtown (IHG), Manitoba

Combined efforts with my colleagues and led the team in achieving the Year 2015: 5 of 5 IHG Americas Winners in Guest Experience Winning Metrics:

Overall guest satisfaction scores

Loyalty recognition

Problem handling

Loyalty Enrollments

Guest Reviews

Assisted in increasing the ADR through front desk and reservation sales

Increased the Problem Resolution Scores from the Year 2014 to the Year 2015

Ibis (ACCOR Hotels) Airport, Mumbai, India

Advised the team towards achieving the highest month-to-date occupancy among other Ibis Hotels (India) and against a competitive set of hotels

Produced the highest ADR, creating a benchmark figure among other Ibis hotels (India)

Achieved awards from online booking partners based on customer feedback and top transaction volumes

Hotel Sahara Star (Sahara Group), Mumbai, India

Collaborated with the team in modifying revenue management strategies, increasing the year-on-year room revenue

Hotel Grand Mercure (ACCOR Hotels), Bangalore, India

Achieved the highest month to date reservation audit call score, securing first position among ACCOR India Hotels

Work Experience:

Holiday Inn & Suites Winnipeg Downtown (IHG): Front Desk Supervisor (June 2014-Current)

Carrying out the Manager on Duty responsibilities in absence of the General Manager and Assistant Manager

Handling daily front desk operations and night audits

Facilitate with the sales department to contribute to the hotel's ongoing revenue management goals

Ibis Airport (ACCOR Hotels), Mumbai, India: Assistant Revenue Manager & Reservations Executive (2012-2014)

Handled reservations, front desk and co-ordinated with sales to achieve the budgeted and forecasted figures

Ensured correct revenue management principles were followed at all times

Overlooked the GDS, corporate and online channels to help achieve the hotel's revenue targets

Hotel Sahara Star (Sahara Group), Mumbai, India: Reservations Executive (2011-2012)

Handled reservations and blocks for corporate, travel agents and leisure groups

Worked on telephonic sales

Responsible for managing the hotel rates and rooms inventory

Hotel Grand Mercure (ACCOR Hotels), Bangalore, India: Front Desk Associate (2009-2011)

Running daily front desk operations

Education:

Bachelor's degree in Hotel Management (2005-2009)

Welcome Group Graduate School of Hotel Administration - Manipal, Karnataka, India

Post-Secondary (2003-2005)

St Xavier's College - Mumbai, Maharashtra, India

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