RACHAEL MUTESI
Camrose,AB
Summary
Experienced and dedicated hospitality professional with nearly five years of expertise in customer service and property management. Skilled in overseeing daily operations, ensuring a high standard of guest satisfaction, and managing team performance. Known for exceptional attention to detail, reliability, and a proactive approach to problem-solving in dynamic environments. Strong leadership abilities with a focus on creating a welcoming atmosphere for residents and guests. Proficient in Microsoft Office and various hotel/property management software, ensuring efficient property operations and seamless guest experiences.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor/ Promoted to Admin & HR
Bayshore Inn & Spa
05.2024 - 10.2024
- Provided exceptional customer service by answering phones, booking rooms, and efficiently checking in guests, ensuring a smooth and welcoming experience from arrival to departure.
- Led a team of receptionists and administrative assistants, ensuring consistent, high-quality service for all guests.
- Trained new employees in customer service standards and operational procedures, fostering a team environment built on attentiveness and reliability.
- Organized and managed shift rotations to ensure seamless front desk coverage and maximum efficiency during peak periods.
- Proactively addressed and resolved guest concerns, maintaining a calm and professional demeanor to enhance guest satisfaction.
- Maintained accurate records of all front desk transactions, reservations, and daily activities, ensuring up-to-date and precise guest information.
Front Desk Agent
InterContinental Hotel Groups, Holiday Inn Express & Suites
03.2021 - 01.2023
- Delivered a warm, personalized experience to guests throughout their stay, from check-in to departure, addressing any inquiries or concerns with a high level of professionalism and care.
- Managed reservations, ensuring all guest details were accurately recorded and providing confirmation information in a timely and efficient manner.
- Built strong rapport with guests, consistently receiving positive feedback for approachable, proactive service and creating a welcoming atmosphere that encouraged repeat visits.
- Demonstrated strong problem-solving skills by handling guest concerns swiftly, ensuring satisfaction and maintaining high standards of service quality.
Guest Service Agent
Hilton Hotels, Homewood Suites & Hampton Inn
06.2020 - 09.2021
- Greeted guests upon arrival, providing a warm welcome and maintaining in-depth knowledge of hotel services to ensure guests were well-informed and comfortable throughout their stay.
- Instructed and guided team members on hotel products and services, ensuring clarity and consistent communication to enhance operational efficiency and guest satisfaction.
- Fostered positive relationships with visitors, creating personable interactions that contributed to high levels of guest retention and repeat business.
- Actively contributed to team efforts in maintaining a high standard of guest service, ensuring a seamless experience from check-in to check-out.
Education
Travel And Tourism -
CDI College
Calgary, AB06.2020
Skills
- Hospitality Service Expertise: Extensive experience in delivering exceptional guest services and fostering positive relationships
- Effective Communication: Strong written and verbal communication skills, with the ability to liaise confidently with guests, staff, and management
- Customer-Focused: Friendly, courteous, and service-oriented approach, ensuring a positive experience for all residents and guests
- Calm Under Pressure: Ability to maintain composure and effectiveness in high-stress situations, ensuring smooth operations and guest satisfaction
- Sales and Upselling: Skilled in identifying opportunities to drive revenue through strategic sales techniques and service enhancements
- Organizational and Time Management: Excellent organizational skills, with the ability to manage multiple tasks efficiently and prioritize responsibilities
- Technical Proficiency: Proficient in Microsoft Office Suite (Word, Excel, Access, PowerPoint, Outlook) and QuickBooks, ensuring smooth administrative and financial operations
- Quality Assurance: Strong attention to detail in maintaining high service standards and ensuring consistent quality
Softwaresystems
- Opera (PMS)
- OnQ
- RoomMaster
Languages
English
Native or Bilingual
Certification
Employee of the Month Certificate
yyyyyyy
Timeline
Front Desk Supervisor/ Promoted to Admin & HR
Bayshore Inn & Spa
05.2024 - 10.2024
Front Desk Agent
InterContinental Hotel Groups, Holiday Inn Express & Suites
03.2021 - 01.2023
Guest Service Agent
Hilton Hotels, Homewood Suites & Hampton Inn
06.2020 - 09.2021
Employee of the Month Certificate
yyyyyyy
Travel And Tourism -
CDI College
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