Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Accomplishments
Languages
Affiliations
References
Timeline
Generic

Leandra Travas

Toronto,ON

Summary

Guest-oriented hotel manager offering more than 10 years of experience in hospitality and tourism industries. Successful management background at reputable hotels.

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
13
years of professional experience
1
1
Certification

Work History

DUTY MANAGER

Aralia Hotels
Mumbai, India
08.2023 - 10.2023
  • Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
  • Established effective communication channels between management and employees
  • Supervised cash handling procedures, ensuring that all transactions were processed accurately.
  • 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
  • Developed strategies to enhance customer service, resulting in increased customer satisfaction ratings

HOTEL DUTY MANAGER

Holiday Inn Mumbai International Airport
Mumbai, India
07.2022 - 05.2023
  • Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
  • Handled customer complaints professionally while providing solutions in a timely manner
  • Responded to and promptly resolved guest complaints or issues to maintain guest satisfaction
  • Supervised team of 12 front desk agents and helped to resolve issues arising during shifts.
  • Optimized room rates to gain maximum occupancy figures and improve revenue growth
  • Ensured proper maintenance of check-in and check-out log books, reservation logs and other related documents.

HOTEL DUTY MANAGER

Hotel Sahara Star
Mumbai, India
02.2020 - 12.2020
  • Managed the daily operations of the hotel, including front desk services, housekeeping and maintenance
  • Supervised training programs for new employees on policies and procedures related to their positions
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.
  • Coordinated staff schedules to ensure efficient coverage of shifts
  • Handled customer complaints professionally while providing solutions in a timely manner
  • Inspected guest rooms, public areas, and grounds for cleanliness and appearance.

FRONT OFFICE SUPERVISOR

City Seasons Hotel Muscat
Muscat, Oman
09.2015 - 09.2019
  • Coordinated with other departments within the hotel regarding day-to-day tasks and special requests made by guests
  • Managed front desk operations, including check-in and check-out procedures and guest services
  • Liaised effectively with other departments such as sales and marketing teams in order promote new packages and services offered by the hotel
  • Responded promptly and professionally via telephone calls and emails sent by potential customers enquiring about room availability and rates
  • Provided excellent customer service to guests and visitors
  • Coached employees through day-to-day work and complex problems.

RESERVATIONS AGENT

City Seasons Hotel Muscat
Muscat, Oman
10.2012 - 09.2015
  • Worked closely with front desk to achieve full occupancy of property.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of Hotel products, services, and facilities.
  • Assisted guests with their check-in and check-out processes as well as any special requests they may have had during their stay
  • Worked closely with other departments such as housekeeping staff to ensure that rooms were ready for occupancy at the time requested by customers
  • Provided guidance to other team members regarding booking systems and handling difficult customer situations
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.

FRONT OFFICE ASSOCIATE

Westin Hotels & Resorts
Pune, India
06.2012 - 09.2012
  • Responded to customer requests for products, services, and company information.
  • Provided primary customer support to internal and external customers.
  • Greeted customers and provided excellent customer service
  • Provided exceptional customer service to guests by promptly addressing inquiries and complaints
  • Offered assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

BANQUETS CO ORDINATOR

Oman Hotels & Tourism Co. SAOG
Muscat, Oman
11.2010 - 04.2011
  • Assisted in developing promotional strategies for upcoming events
  • 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

MBA - Hospitality

Jaipur National University
India
01.2019

Bachelor of Science - HOTEL MANAGEMENT & CATERING TECHNOLOGY

Bharati Vidyapeeth Deemed University
India
05.2012

GED -

Indian School Al Wadi Al Kabir
Oman
05.2008

Skills

  • Time Management
  • Customer Service
  • Reservation Management
  • Guest Experiences
  • Guest Accommodations
  • Hospitality
  • Cash Handling
  • Guest Relations Management
  • Complaint Handling
  • Property Management Systems
  • Front Desk Operations
  • Teamwork and Leadership

Additional Information

  • AWARDS , Employee of the Month May 2016- City Seasons Hotels, Oman

Certification

  • 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)
  • Icebreakers for Teams, Meetings and Groups - Carolyn Goerner and Daisy Lovelace
  • A3 Problem Solving for Continuous Improvement - Project Management Institute
  • Operational Excellence work -out and Kaizen Facilitator - CPE Sponsors Quality Assurance Service

Accomplishments

  • Employee of the Month 2016 - City Seasons Hotel Muscat, Oman

Languages

English
Native/ Bilingual
Hindi
Professional

Affiliations

  • Travelling and exploring new places
  • Cooking

References

References available upon request.

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 - 12.2020

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

MBA - Hospitality

Jaipur National University

Bachelor of Science - HOTEL MANAGEMENT & CATERING TECHNOLOGY

Bharati Vidyapeeth Deemed University

GED -

Indian School Al Wadi Al Kabir

Similar Profiles

CREATE PROFILE
Leandra Travas