Customer Service Care
Resume:
Geeta Chanu
*****.******@*****.***
Over 10 year’s extensive experience in housekeeping including operations and quality management in luxury hotel chains. Proven ability to create effective procedures, establishing service standards, and operational policies, resulting in reduced operating costs. Implemented effective cost control measures while evaluating and prioritizing quality of housekeeping functions. Designed and implemented training programs to developing keen customer focus, high energy levels and team effectiveness. Excellent collaborative team work and communication skills, with a can-do attitude.
Core Competencies
Excellent Customer Service/Hospitality
Successfully resolve demanding guest complaints and follow up
Identifying guest preferences with close attention to detail
Interpersonal Skills and high level of Time Management
Ensures Confidentiality and Safety
Skilled in Housekeeping Software (Opera) and MS Office Suite
WORK EXPERIENCE
Housekeeping Supervisor, Kempinski Hotel (Mall of Emirates), Dubai 2015 - 2019
Provided guest room operation and a quality management drive to ensure the highest level of standards. Conduct housekeeping training for SOP’s on the job and revision spot check time to time.
Key Accomplishments:
Selected as Departmental Trainer among 10 Supervisors to ensure exceptional Customer service
Housekeeping Supervisor, Sofitel Luxury Hotel, Abu Dhabi, UAE 2014 – 2015
Responsible for efficient guest room operation and ensuring all public areas were maintained to the highest standards. Conducted Training and Coaching to housekeeping team members to increase customer care and be more proactive while performing their tasks
Key Accomplishments:
Selected as qualified Departmental Trainer by Training Manager for outstanding service levels
Housekeeper, UAE Royal Family, Abu Dhabi, UAE 2013 – 2014
Managed entire pre-opening and running of new royal residence, ensuring the palace was ready for initial and continuing residence by the Royal Family. Developed and implemented new policies and procedures for housekeeping and maintenance. Supervised daily team operations ensuring that the highest level of service was maintained. Engaged maintenance teams to carry out projects to ensure rooms were defect free. Responsible for scheduling and managing all household staff.
Key Accomplishments:
Engaged by the Royal Family because of my outstanding customer service
Managed, and responsible for all household budgets: housekeeping, nurses, nannies, engineering team, landscaping, and drivers
Assistant Manager, Park Hyatt Resort & Spa, Goa, India 2012 – 2013
Inspected guest rooms including VIP and Long stay to ensure their stay more comfortable and ensure client’s “home away from home feeling”. Conducted housekeeping orientation training of new employees and in-service training such as company policies, housekeeping work procedures, and demonstrate and use of maintenance and equipment. Responsible for Staff Coaching, Disciplinary and handled Guest Complains and resolution. Organized Inventory and expense analysis.
Key Accomplishments:
Conducted Orientation representing Housekeeping Department for new team members
Sr. Supervisor/ Dept. Trainer, Hilton Dubai Creek, Dubai 2011 – 2012
Responsible for prepared and inspecting VIP rooms. Departmental Trainer. Managed floral section. In charge of machine and cleaning equipment maintenance and inventory.
Key Accomplishments:
Awarded best performer in online learning from Corporate HQ.
Service Leader/ Dept. Trainer, Traders Hotel by Shangri - La Male, Maldives 2008 – 2011
Managed pre-opening setup and operations of Public Areas and Guest Floors. Responsibilities also included: uniforms and uniform inventory, outdoor planters and landscaping, housekeeping Linen/OE inventory, record keeping and maintaining the stock level s.
Key Accomplishments:
Successfully managed pre–opening of hotel on time and within budgetary constraints
Service Facilitator, Club Mahindra Varca Beach, Goa, India 2005 – 2008
Service Facilitator/Supervisor carry out the task effectively in daily operation involving Guest room and Public Area, all complaints and requests are efficiently dealt by commitment and delegation. Performed Admin work prepares reports concerning room occupancy, Inventory, and department expenses. Ensure store requisition and maintain stock levels. Star of the month getting the highest guest comments
Guest Service Associate, Radisson White Sands Resort, Goa, India 2004 – 2005
Guest Service Associate and looking after guest rooms and maintaining the highest level of cleaning and attending monthly HK training in each new revision and applied in work place.
COMMUNITY ENGAGEMENT
Data Collection (volunteer) at University of Calgary in collaboration with Immigration, Refugee and Citizenship Canada (IRCC)
EDUCATIONAL AND PROFESSIONAL DEVELOPMENT
2004 Communication skills and Teamwork; Fire Fighting and safety – Radisson Hotels (worldwide).
2004 Tourism and Hospitality Management (Institute of Tourism Future Management Trends), India
2001 Bachelor of Arts in Education (with Honours), Manipur University, India
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