Recruit, hire, train, and coach over 50 staff members on customer service skills, food & beverage knowledge, sales, and health & safety standards.· Elevated Guest Experience: implemented new guest feedback that resulted 15% increase in guest satisfaction scores through operational improvements and a focus on conflict resolution training.· Event Management Expertise: Successfully coordinated 13 international tournament events, exceeding member expectations and boosting ticket sales by 25%.· Operational Efficiency: Optimized staff scheduling for optimal coverage and implemented dynamic strategies to guarantee adequate staffing during peak periods, reducing scheduling errors by 15%.· Facility Management: Oversee the day-to-day operations of all in-house areas, ensuring smooth functionality.

Exceeding Sales Goals & Driving Revenue: Consistently surpassed sales goals by an average of 150% for two years, exceeding qu ota in all quarters.· Client Relationship Expertise: Increased lead conversion rate by 20% through effective communication strategies and building strong client relationships. · Team Leadership & Development: Successfully managed a team of 5 Sales Consultants. I fostered a culture of problem-solving and achieving the resultMembership Consultant | Jan 2018– Jan 2019 |· Driving Membership Growth: Achieved a remarkable 60% increase in club memberships through targeted sales strategies and persuasive communication skills.· Exceptional Customer Retention: Maintained an impressive 90% customer retention rate by fostering positive relationships and exceeding member expectations

Guest Experience: Managed all aspects of guest arrivals and departures, ensuring a smooth and efficient process for groups, VIPs, and regular guests.· Operational Efficiency & Problem-Solving: As Duty Manager, enhanced guest experience by overseeing seamless hotel operations. Effectively resolved issues and ensured guest needs were met.Accurately answers inquiries from potential guests and accepts hotel reservations. Consistentlyresolves guest problems and complaints in an efficient manner while demonstrating a sense ofurgency.Responds to telephone and in-person inquiries regarding reservations, hotel information andguest concerns in a timely fashion. Uses suggestive selling techniques to sell room nights, increase occupancy and revenue.

Greet guests and provide them with superb customer service.Ensure the front desk is neat, presentable, and equipped with all the necessary supplies such as pens, forms, and paper.Answer all client questions and incoming calls.Redirect phone calls to the appropriate department and take down messages.Accept all letters and packages, and distribute them to their appropriate departments.Monitor, organize and forward emails.Track and order office equipment and supplies.Maintain records and files.Oversee the office budget

Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries.Directs visitors by maintaining employee and department directories; giving instructions.Maintains security by following procedures; monitoring logbook; issuing visitor badges.Maintains telecommunication system by following manufacturer's instructions for house phone and console operationMaintains safe and clean reception area by complying with procedures, rules, and regulations.Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.Contributes to team effort by accomplishing related results as needed.Telephone Skills, Verbal Communication, Microsoft Office Skills, Listening, Professionalism, Customer Focus, Organization, Informing Others, Handles Pressure, Phone Skills, Supply Management

Oversee the work of housekeeping staff and ensure that all floors, and other facilities are kept clean and tidy, while helping staff to remain compliant with established safety and sanitation policies.Leadership & Training: Effectively trained and mentored new housekeeping personnel, and maximize team performance.· Inventory Management: Developed and maintained a comprehensive inventory system, tracking resources, and ensuring operational efficiency

Supervise daily security team operations, ensuring efficient task completion.Devise and enforce security policies and procedures to safeguard the organization and its assets.Perform routine security assessments to identify and address potential risks and vulnerabilities, crafting strategies for risk reduction.Monitor surveillance and alarm systems, swiftly responding to security breaches or incidents.Liaise with law enforcement, emergency services, and relevant stakeholders during security emergencies.Educate and train security personnel on protocols and emergency response plans.Regularly inspect security equipment (CCTV, access control, alarms) to ensure proper functioning and upkeep.Investigate security incidents, accidents, and breaches, preparing comprehensive reports with improvement recommendations.Collaborate across departments to integrate security measures into all operational facets, including events, facility management, and employee safety.Stay abreast of evolving security trends, technologies, and regulations, providing recommendations for system and procedural enhancements.