Vivien Mendonca Email & Phone Number

Toronto, Canada Area

• Oversee and lead all activities of Front Desk, Concierge and Bell/Valet/Doormen department.• Lead the success of the Leading Hotels of the World loyalty program and other marketing initiatives.• Handle recruitment, training, onboarding and coaching of all staff within the department.• Responsible for payroll, scheduling and productivity of the department.• Ensure that the team is aware of the emergency and safety procedures.• Manage the inventory, upselling and budgeting for the department.• Create expectations, lead people, manage processes, and hold associates accountable for the agreed upon activities and time tables.• Responsible for short- and long-term planning and the management of the room’s division operations.

Toronto, Canada Area

• Manage all operations, with attention to details, setting the example for staff to deliver a standard of service that exceeds guests' needs and expectations.• Develop, motivate and orient all front office associates, providing direction to deliver Forbes five star service.• Administer guest concerns, compliments and feedback in an empathetic and professional manner. • Handle all emergency situations, completing the necessary incident reports, following up with guests and associates.• Manage same day room inventory and yield management.• Ensure adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.• Complete opening and closing shift duties, and communicate any outstanding guest requests or issues to higher management that may require additional monitoring and follow up.

Canada

United Arab Emirates

•Responsible for the day-to-day operations and acts as liaison between airport service providers, and users. •Provides input and recommendations to management to improve the effectiveness of the daily operations •Responsible in ensuring passenger and aircraft handling practices confirm to the safety and security •Manage and control manpower on the shift in order to optimize utilization and to maintain staff's morale and discipline by communicating performance expectations, monitoring work activities, scheduling and training personnel and resolving employee conflicts. •Responsible to resolve customer on a daily basis with all departments including Customer Relations to provide resolution for complaint handling. •Conduct briefing sessions for shift and GHA supervisors on a shift basis •Compiling a detailed station handling report for Senior management on a shift •Effectively work, make decisions and communicate under a variety of emergency conditions involving public safety.•Oversees the publication of all shift logs and reports. •Provide support to the Airport Duty Manager and/or serves as the main contact point for communications with airport management and executive staff during incidents that affect airport operations. •Ensure all Airport Maintenance Equipment and Facilities are kept in good working condition by coordinating with Airport staff, outside Contractors and Public Works operators.•Leading the daily briefing with all the operations Supervisors in order to anticipate the difficulties of the day•Supervising the fees collection (for counters, from aircrafts without contract if any) •Responsible for the safety of staff and passengers within the terminal building •Responsible for enforcement of operational standards on a shift basis

United Arab Emirates

Manage all operations in the Dar Al Masyaf, pay attention to details, setting the example for staff to deliver a standard of service that exceeds guests' needs and expectations.Is a continual source of information, help and assistance to all guests and employees.Actively seeking verbal feedback from customers on a regular basis and ensuring that any complaints are dealt with in a swift and efficient manner.Involved in compilation of guest feedback questionnaire (complaints/ comments and suggestions) and all associated follow up correspondence to guests. Directly responsible for the functioning and productivity of the inventory, Trip advisor ratings and loyalty program as part of individual KRA.Provide advice, guidance and support to the Dar Al Masyaf team in all areas of Training, Quality & Development.Observe and monitor colleague performance to make sure that company rules and procedures are being followed and conduct colleague appraisals and provide feedback, helping them grow in their careers. Utilize leadership skills and motivation techniques in order to maximize employee productivity.Responsible for all on the job trainings and trainings that are carried out during the briefings, to ensure the same can be applied wherever necessary.Analyzing mystery customer information and communicating it to the team.Handle difficult situations efficiently and effectively.Preparing duty rosters and job schedules for staff to meet business needs, as required.Recommend to the senior management any suggestions and ideas that could enhance guest and staff satisfaction and quality of service.

United Arab Emirates

Assist and co-ordinate all in room/suite guest needs and requirements.Bears a full and comprehensive knowledge of the hotel, including all departments, services and outlets.Maintains a high level of communication and feedback within the department.Ensures that all procedures and responsibilities relating to arrival/departure procedures are adhered to.Is continually pro active with in all areas of operation

Bengaluru, Karnataka, India

United Arab Emirates

Worked as an industrial trainee for three months in all the major departments.

Master'S Degree, International Hospitality Management

Bachelor'S Degree, Hotel Management

Higher Secondary School Certificate (Science Stream P.C.M, Computer Science

Class 10, Secondary