Maureen Nisha

2013- Current
Al Ain Rotana: UAE
Front Office &Lobby Duties
Guest Services Manager
Duties Includes:
- Handle Guest Complains to maintain smooth relationships
- Assure compliance and coordination's of guest needs, request and personal preference
- In charge of preparing duty schedules
- Was responsible for preparing actions plan to improve in the weak areas highlighted in the department
- Escorting guest's to rooms and ensuring proper introductions are done to explain to guest's about the hotel facilities, promotions and fire exits
- Responsible for ordering amenities, preparing guest letters, guest birthday cards and VIP welcome cards.


- Was part of the opening team of the new extension (Falaj Wing) of Al Ain Rotana
- Was given the opportunity to snag rooms before the preopening of this extension
- Was assigned a project of completing a list of amenities for all the different room categories we have
- Completed the "I Am Rotana Coruse"

2010 - 2013
Holiday Inn Suva
Reservations Department
Reservations Supervisor
- This role involves providing business support in revenue generation through accommodation sales.
- Overseeing reservations functions on a daily basis
- Managing room rates on third party websites
- Managing and controlling room inventory on third party websites
- Group reservation and bookings
Key Achievement: - Appointed as reliving Duty Manager / Night Auditor
- Ability to work with the Holidex (CRS) System
- Adaptability to do dual roles e.g. carrying out the night managers responsibilities whilst away from work
- Was awarded a certificate of achievement for completing a "Stay Real Be You Training"

- Certificate in PCR training (module 1, 2, 3, 4 & 5) in 2010 & 2012
- Certificate in Service Recovery Workshop in 2009
- Completed a certificate course in Hotel Security, Safety & Fire Awareness in December, 2005

Volunteer Works
Leadership Fiji
Volunteer


Helped in raising funds to buy and help the kids of St Christopher's school, Dilkusha school and the Lawaki Kindergarten in BA. With the savings we had, we were also able to Sponsor 2 children through FENEC Fiji to go back to school.

August 2009 - October 2010
Holiday Inn Suva
Reservations Department
Reservations Sales Agent
The position involved being a member of the front office team and providing guests with an authentic experience and at the same time yielding room rates to ensure timely delivery of company and departmental plan and budgets. Driving accommodation sales on daily basis.

- Was in charge of selling IHG's products and services
- Was awarded with a certificate of achievement for completing a course in Managing Customer Complaints and handling irate customers.
- Was elected as an in-house OHS representative and was given an opportunity to complete the OHS course module I & II

May 2003 - July 2009
Holiday Inn Suva
Front Desk
Front Desk Agent
This role involved the delivery of efficient customer service, answering to switchboard calls, and handling guest queries and complaints. My duties also include room allocations, guest billings, and responding to guests needs and resolving guest related problems.

- Selected as Winning Ways Star Performer for the month May & June 2008
- Was awarded with the certificate of achievement for completing a course in Craft Trainers
- Selected as a "Can Do" star performer for the month of May & June 2006

- Certificate in First Aid Training (Refresher 2012)
- Certificate in Basic Defensive Driving Course in 2011
- Certificate of Completion in attending Leadership Fiji Programme in 2011
- Certificate in Fire Warden Course in 2011