Hi, I’m
Leandra Travas
Hotel Duty Manager
Toronto,Ontario
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Guest-oriented hotel manager offering more than 10 years of experience in hospitality and tourism industries. Self-starter providing valuable service to clients and tourists. Successful management background at reputable hotels and resorts.
As a Duty Manager, I oversee the front office operations and ensure the highest standards of customer service and satisfaction. I have more than 10 years of experience in the hospitality industry, working with different brands and properties across Mumbai and Oman.
I have a Master of Business Administration degree in Hospitality, and a Bachelor of Science degree in Hotel & Catering Technology.
I have skills in front office, hotel management, VinHMS and Opera, the leading hotel software system. My mission is to deliver exceptional hospitality experiences to every guest and to contribute to the growth and success of Hospitality.I am passionate about learning new trends and technologies in the hospitality industry and applying them to my work.
Overview
13
years of professional experience
Work History
Aralia Hotels
DUTY MANAGER
08.2023 - 10.2023
Job overview
- Successfully trained and developed new staff members on company policies and procedures
- Ensured compliance with all health, safety, and security regulations within the workplace
- Demonstrated strong leadership abilities while managing daily operations of the business
- Established effective communication channels between management and employees
- Resolved customer complaints in a professional manner, leading to improved customer retention rates
- Effectively managed a team of 10 employees and assigned tasks accordingly
- Evaluated teamwork, flexibility and adaptability of departments, utilizing professional skills to meet and uphold company values and goals
- Collaborated regularly with management team to address ongoing strategies and concerns
- Provided guidance and mentorship for junior staff members as needed
- Trained and supervised staff while coaching applicable improvement skills and providing valuable feedback and reviews
- Developed strategies to enhance customer service, resulting in increased customer satisfaction ratings
- Facilitated guest satisfaction by empathizing and sympathizing with concerns and complaints
- Delegated tasks to team members according to individual strengths
- Communicated employee, customer and workplace needs to managers
- Motivated employees to reach highest professional potential.
Holiday Inn Mumbai International Airport
HOTEL DUTY MANAGER
07.2022 - 05.2023
Job overview
- Ensured adherence to established policies when dealing with guests or handling cash transactions
- Established relationships with local businesses or organizations in order to promote the hotel's services
- Supervised training programs for new employees on policies and procedures related to their positions
- Managed the daily operations of the hotel, including front desk services, housekeeping, maintenance, accounting and personnel
- Handled customer complaints professionally while providing solutions in a timely manner
- Analyzed guest feedback surveys to identify areas for improvement within the organization
- Provided guidance and support to staff members regarding job duties or work challenges
- Coordinated with other departments to ensure hotel events ran smoothly
- Coordinated staff schedules to ensure efficient coverage of shifts
- Responded to and promptly resolved guest complaints or issues to maintain guest satisfaction
- Optimized room rates to gain maximum occupancy figures and improve revenue growth
- Inspected and documented repairs and improvements of facilities, verifying cleanliness and overall appeal of property.
Hotel Sahara Star
HOTEL DUTY MANAGER
02.2020 - 11.2020
Job overview
- Ensured adherence to established policies when dealing with guests or handling cash transactions
- Managed the daily operations of the hotel, including front desk services, housekeeping, maintenance, accounting and personnel
- Supervised training programs for new employees on policies and procedures related to their positions
- Coordinated staff schedules to ensure efficient coverage of shifts
- Provided guidance and support to staff members regarding job duties or work challenges
- Handled customer complaints professionally while providing solutions in a timely manner
- Greeted and registered guests
- Inspected guest rooms, public areas, and grounds for cleanliness and appearance.
City Seasons Hotel Muscat
FRONT OFFICE SUPERVISOR
09.2015 - 09.2019
Job overview
- Coordinated with other departments within the hotel regarding day-to-day tasks and special requests made by guests
- Resolved customer complaints in a timely manner
- Managed front desk operations, including check-in and check-out procedures and guest services
- Ensured that all safety protocols were adhered to by the front office team members at all times during their shift duties
- Liaised effectively with other departments such as sales and marketing teams in order promote new packages and services offered by the hotel
- Organized daily workloads for front office team members to ensure efficient operations
- Assisted in the recruiting, hiring, training, and scheduling of front office personnel
- Responded promptly and professionally via telephone calls and emails sent by potential customers enquiring about room availability and rates
- Kept up-to-date with industry trends and best practices related to hospitality management principles and techniques
- Ensured that all hotel policies and procedures were followed
- Supervised staff members, providing guidance and support when needed
- Provided excellent customer service to guests and visitors
- Liaised with IT department to keep front office systems functioning properly
- Trained and developed associates and supervisors to reach company goals.
City Seasons Hotel Muscat
RESERVATIONS AGENT
10.2012 - 09.2015
Job overview
- Maintained detailed knowledge of hotel amenities, policies, procedures, pricing structures, and local area attractions
- Performed data entry of all reservation information into the computer system accurately and completely
- Compiled weekly performance metrics to track progress against sales goals
- Created reports related to daily transactions for review by hotel management
- Demonstrated excellent communication skills, both verbal and written, when dealing with customers
- Managed multiple tasks simultaneously while providing excellent customer service on each call
- Developed strong relationships with external vendors associated with reservation systems or payment processing companies
- Assisted guests with their check-in and check-out processes as well as any special requests they may have had during their stay
- Processed customer reservations in an efficient and timely manner
- Responsible for taking incoming calls from potential customers inquiring about hotel services, rates, and availability
- Provided exceptional customer service by responding promptly to guests' inquiries and requests
- Worked closely with other departments such as housekeeping staff to ensure that rooms were ready for occupancy at the time requested by customers
- Made and confirmed reservations
- Provided guidance to other team members regarding booking systems and handling difficult customer situations
- Computed bills, collect payments, and make change for guests
- Answered inquiries pertaining to hotel services, guest registration and travel directions, and made recommendations regarding shopping, dining, and entertainment
- Kept records of room availability and guests' accounts, manually, and using computers
- Verified customers' credit and established how customer will pay for accommodation
- Reviewed accounts and charges with guests during check out process.
Westin Hotels & Resorts
FRONT OFFICE ASSOCIATE
06.2012 - 09.2012
Job overview
- Maintained front office supplies, including ordering when necessary
- Ensured that all administrative duties were completed on time
- Provided support to other departments as needed
- Responded to emails promptly and accurately
- Processed payments for services rendered using various payment methods
- Managed incoming and outgoing mail, courier packages, faxes
- Greeted customers and provided excellent customer service
- Answered incoming calls in a friendly and professional manner
- Greeted and welcomed guests in a warm and friendly manner
- Answered and managed incoming and outgoing calls, taking accurate messages to relay to staff
- Provided exceptional customer service to guests by promptly addressing inquiries and complaints
- Answered and directed incoming calls in a professional and timely manner.
Oman Hotels & Tourism Co. SAOG
BANQUETS CO ORDINATOR
11.2010 - 04.2011
Job overview
- Assisted in developing promotional strategies for upcoming events
- Adhered to health regulations regarding food handling, storage and sanitation procedures
- Reviewed menus regularly to ensure quality of food served at events was consistently high
- Provided exceptional customer service throughout the duration of each event
- Coordinated with catering staff on food preparation instructions and presentation details
- Inspected banquet facilities before events to ensure they meet safety requirements
- Tracked inventory levels for catering supplies such as linens, china, glassware
- Recorded production, operational, and personnel data on specified forms.
Education
Jaipur National UniversityIndia
MBA from Hospitality
01.2019
Bharati Vidyapeeth Deemed UniversityIndia
Bachelor of Science from HOTEL MANAGEMENT & CATERING TECHNOLOGY
05.2012
Indian School Al Wadi Al KabirOman
GED
05.2008
Skills
- Time Management
- Customer Service
- Reservation Management
Accomplishments
- Customer Service Mastery by Chris Croft: Delight
- Every Customer - Udemy
- Customer Service: Managing Customer Expectations by Jeff Toister (LinkedIn)
- Management Foundations by Kevin Eikenberry -
- Project Management Institute (Linkedin)
Interests
WEBSITE, PORTFOLIO AND PROFILES
, www.linkedin.com/in/leandra-travas-478b4668/
Additional Information
- AWARDS , Employee of the Month May 2016- City Seasons Hotels, Oman
Languages
English
Native or Bilingual
Hindi
Full Professional
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
DUTY MANAGER
Aralia Hotels
08.2023 - 10.2023
HOTEL DUTY MANAGER
Holiday Inn Mumbai International Airport
07.2022 - 05.2023
HOTEL DUTY MANAGER
Hotel Sahara Star
02.2020 - 11.2020
FRONT OFFICE SUPERVISOR
City Seasons Hotel Muscat
09.2015 - 09.2019
RESERVATIONS AGENT
City Seasons Hotel Muscat
10.2012 - 09.2015
FRONT OFFICE ASSOCIATE
Westin Hotels & Resorts
06.2012 - 09.2012
BANQUETS CO ORDINATOR
Oman Hotels & Tourism Co. SAOG
11.2010 - 04.2011
Jaipur National University
MBA from Hospitality
Bharati Vidyapeeth Deemed University
Bachelor of Science from HOTEL MANAGEMENT & CATERING TECHNOLOGY
Indian School Al Wadi Al Kabir
GED
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