Summary
Overview
Work History
Education
Skills
Accomplishments
Awards
Extracurricular Engagement
CORE COMPETENCIES
Languages
Timeline
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NOELA MARIA NORONHA FERNANDES

NOELA MARIA NORONHA FERNANDES

Juffair,13

Summary

Experienced Front Office Manager with 17 years of global leadership experience. Skilled in fostering a positive work environment, improving customer satisfaction, and driving business success. Proficient in implementing strategies to boost efficiency and productivity. Proven track record of delivering exceptional service in high-pressure settings.

Overview

21
21
years of professional experience

Work History

FOH – Team Leader - Corporate Guest Services

Bank ABC
05.2019 - Current
  • Supervised front-of-house operations to ensure exceptional customer service and compliance with company standards.
  • Trained and mentored team members on service protocols and operational procedures for enhanced performance.
  • Implemented process improvements that streamlined workflow, reducing wait times and increasing customer satisfaction.
  • Maintains security by following procedures, monitoring logbook, and issuing visitor badges.
  • Developed standardized response templates to enhance communication efficiency.
  • Supports continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
  • Dealing with service users’ information confidentially, sensitively and accurately
  • Handling basic or general queries at personal level following bank’s policies and procedures.
  • Managing and monitoring access control systems.
  • Mentored new employees, fostering a positive work environment and supporting professional growth.
  • Streamlined front of house operations for improved efficiency and productivity.
  • Maintained tidy and organized work area to preserve aesthetics and support cleanliness and quality standards.

07.2015 - 05.2019
  • Took a planned career break to raise and care for my new born

Front Office Manager

Huma Island Resort & Spa
01.2014 - 07.2015
  • Establishing the Standard Operating Procedures for the department and also created a unique arrival experience for all guests with a welcome song.
  • Effectively saved 25% of transportation costs for the company by managing the schedule of seaplane transfers to and from the resort, minimizing the no of trips while ensuring guest comfort.
  • Successfully reduced 30% of labour costs by monitoring work schedules and adjusting the staff levels during high and low occupancies, thus keeping the manpower levels to minimum while ensuring all standards are followed.
  • Work closely with the Sales and Marketing department in the area of promotions, special packages, corporate discounts, new accounts etc
  • Developed a successful room management plan which allowed shutting down sections of unoccupied room, thus saving on overhead costs by 40%
  • Ensuring that the team is updated on the hotels products , offerings and pricing, enabling effective upselling
  • Recruitment and Performance Appraisal/ Management of the staff in the department.
  • Develop and implement strategies for optimization of sale of room inventory and maximization of Average room rate.
  • Ensure through regular monitoring of guest feedback, prompt, efficient and accurate service to all guests. Review the monthly business reports and analyses market and occupancy trends
  • Ensure that all the operational standards set for all the equipment’s & processes are followed. Maintain regular contacts with customers, and build strong relationships with them.
  • To ensure guest satisfaction by supervising: - Room allocation Smooth Check In & Check Out Special requirements of the guests
  • To co-ordinate with departments like Security and Housekeeping to ensure that all the security, hygiene and aesthetic standards of the hotel are met.
  • To act as a ‘One Point Contact’ for the guest, constantly interact with guests
  • Set up the Kids Club and responsible for planning and organizing activities for the kids in house
  • Implemented training programs for front desk staff, enhancing service quality and operational efficiency.
  • Managed reservations system, optimizing room allocation and improving overall occupancy rates.
  • Developed standard operating procedures, streamlining workflows and enhancing team productivity.
  • Coordinated interdepartmental communications to resolve guest issues promptly and effectively.
  • Analyzed guest feedback to identify areas for service improvement, fostering a customer-centric environment.
  • Led staff meetings to align team goals with resort objectives, promoting collaboration and accountability.
  • Oversaw budget management for front office operations, ensuring adherence to financial targets and resource allocation.

Asst. Front Office Manager

Vivanta by Taj Coral Reef
Male, Maldives
03.2010 - 12.2013
  • Growth Path: Apr’10 – Sep’11: Duty manager Sep’11 – Dec’13: Assistant Front Office Manager
  • Functioned as departmental head in the absence of a Front Office Manager for 6 months between Jan 13 – June 13
  • To ensure smooth and efficient operations of the Front Office department and Co-ordinate with various other departments in order to ensure personalized, prompt and flawless service to all guests.
  • Analysing guest feedback to achieve maximum guest satisfaction enabling smoother hotel operations.
  • To maintain the Log Book and effective follow up system, check the daily arrival list and monitor all VIP movements.
  • To ensure guest satisfaction by supervising: - Room allocation Smooth Check In & Check Out Special requirements of the guests
  • To co-ordinate with departments like Security and Housekeeping to ensure that all the security, hygiene and aesthetic standards of the hotel are met.
  • To act as a ‘One Point Contact’ for the guest, constantly interact with guests in order to solicit feedback.
  • Identifying areas of concern in the department for training & conducting ‘On the Job’ training accordingly. Implement systems and procedures that achieve higher cost efficiency and guest satisfaction. Facilitate learning and development for all the team members of the department Monitor daily performance and manage revenue.
  • Ensure through regular monitoring of GSTS and feedback, prompt, efficient and accurate service to all guests Maintain the Guest History System and updating all the guest profiles.
  • Ensure that all the operational standards set for all the processes are followed
  • Ensures norms, procedures and systems for safety and security of guest belongings (e.g. Lockers, Left luggage etc) are followed
  • Handled activities related to the juniors club , including organising kids programmes.

Asst. Manager Front Office

Taj Exotica
08.2004 - 01.2010
  • Growth Path: Aug ‘04 – Aug ‘05: Guest Service Coordinator Aug ‘05 – Dec ‘07: Guest Service Supervisor
  • Dec ‘07 – Jan ‘10: Assistant Manager Front Office
  • Analysing guest feedback, to achieve maximum guest satisfaction enabling smoother hotel operations.
  • Handled operations at the Airport, Concierge and at the Front Desk and Business Centre One point contact for groups in the hotel coordinating the entire stay from check in to check out.
  • Active Departmental trainer for the Front Office.
  • Maximizing revenue and achieving service standards set for the Taj Premium hotels.
  • To carry out learning and development training programs for the team members.
  • Staffing and scheduling of shifts and allocation of duties.
  • To maintain the Log Book and effective follow up system, check the daily arrival list and monitor all VIP movements.

Education

Certificate course - In-Flight Hospitality

RK’s Frontline Academy
07.2001

Damodar’s College of Commerce And Economics
Goa
04.2000

Skills

  • Front desk management
  • Strategic revenue optimization
  • Hospitality service enhancement
  • Quality assurance management
  • Room Management
  • Reporting expertise
  • Team Management
  • Guest relations
  • Reservation handling

Accomplishments

  • Implemented a workaround in the Gallagher T&A system , which automated day pass entries, thus eliminating manual entries resulting in improvement of accuracy and efficiency by 100%
  • Used Microsoft Excel to Build tracking systems for contractual staff, to ensure compliance and automate the notification process.
  • Led the implementation and ongoing management of Si Request management system, to systemize departmental requests and reduce response time.

Awards

TAJ COO’s Club winner (Award for service excellence) for the year 2006 – 2007, TAJ MD’s Club winner (Award for service excellence) for the year 2007 – 2008, Best Employee for the 1st Quarter at G4S 2023

Extracurricular Engagement

Silver medal holder for handball Active participant in sports like volleyball & Basketball in school and college

CORE COMPETENCIES

  • Demonstrated abilities in achieving & maintaining a high guest satisfaction index
  • Hands-on experience in meeting & exceeding guests’ expectations and provide services they need
  • Well versed with Amadeus, Fidelio, MS Office
  • Managing entire Front Office operations inclusive of formulating & implementing the Department’s SOP and within budgeted guidelines and to the highest standards
  • Implementing strategies and ideas for enhancements to benefit the guests experience
  • Accountable for handling guest complaints and concerns in an efficient and timely manner
  • Training and development of the department

Languages

English
Bilingual or Proficient (C2)
Hindi
Advanced (C1)
Portuguese
Elementary (A2)

Timeline

FOH – Team Leader - Corporate Guest Services

Bank ABC
05.2019 - Current

07.2015 - 05.2019

Front Office Manager

Huma Island Resort & Spa
01.2014 - 07.2015

Asst. Front Office Manager

Vivanta by Taj Coral Reef
03.2010 - 12.2013

Asst. Manager Front Office

Taj Exotica
08.2004 - 01.2010

Certificate course - In-Flight Hospitality

RK’s Frontline Academy

Damodar’s College of Commerce And Economics

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