Sikeli Nailesu
Sigatoka,Fiji
Summary
Self-motivated Concierge with exceptional customer care skills offers experience managing administration, reception and safety support operations. Follows procedures to uphold company policies for professional, consistent service. Decisive and responsible for informed decision-making.
I pride myself in creating memorable experiences for guests
Overview
19
19
years of professional experience
Work history
Chief Concierge
Intercontinental Resort & Spa
Sigatoka, Fiji
01.2020 - Current
- Representive Fiji in the World Expo in Shanghai for
- Arranged for transportation to and from the airport, train station and events for visitors upon request.
- Provided guests with keys and directions to room locations.
- Provided guests with lists of upcoming activities and events.
- Coordinated with housekeeping or maintenance department to address needs of clients.
- Maintained tidy work area to promote cleanliness and quality standards.
- Scheduled deliveries of flowers, gifts and other products for guests.
- Remedied issues by listening and providing conflict resolutions.
- Shipped packages and assisted guests with printing of documents.
- Assisted staff during wedding receptions and events.
- Arranged for interpreters to translate information to guests.
- Composed and submitted incident and activity reports to Guest Service Manager.
- Facilitated visitor requests for dining and tourist attractions by researching various venues and locales.
- Documented guest information on hotel database to maintain accuracy.
- Greeted guests and managed check-in and check-out procedures.
- Booked conference rooms for events and seminars.
Duty Manager
Intercontinental Fiji Golf Resort and Spa
Sigatoka, Fiji
01.2017 - 03.2020
- Met health and safety guidelines to maintain compliant working environments.
- Completed weekly front office rota to guarantee optimal cover for operations.
- Handled guest complaints to protect brand reputation.
- Improved team performance by conducting reviews and KPI data analysis.
- Trained front office and concierge staff in interaction best practices, boosting guest satisfaction survey scores.
- Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
- Oversaw emergency procedures and administered first aid.
- Wrote end of shift reports to facilitate service continuity.
- Inspected rooms and reception areas to achieve pristine presentation and cleanliness.
- Initiated and implemented plans to improve customer relations, quality standards and service efficiency.
- Liaised with auditors and prepared facilities to support successful audits.
- Stored cash floats and delivered secure banking procedures.
- Led team of 25 to deliver top-quality service and achieve company targets.
- Adhered to company policies and brand standards to support outstanding guest experiences.
- Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
- Consulted with central reservations to discuss new rate plans and promotions.
- Used up-selling techniques to promote hotel services and facilities, resulting in higher profit margins.
- In charge of overall hotel operations in the absence of Front Office Manager
Assistant Front Office Manager
Vomo Island Resort
Nadi, Fiji
01.2015 - 01.2019
- Improved quality of service, ensuring current staff knowledge of hotel products, services and policies at all times.
- Supported smooth and efficient running of front-of-house operations, supervising 15 front office and concierge staff.
- Fostered a culture of guest loyalty by recognizing, incentivizing and rewarding high performance, which led to increase in staff retention and repeat guests
- Managed complaint resolution process, employing investigation and creative problem-solving skills to ensure positive guest outcomes.
- Ensured efficient check-in and check-out process, through training
- Constantly exceeded customer satisfaction targets by reviewing comment cards and implementing corrective action plans.
- Optimised financial performance by effectively monitoring and maintaining operation and overhead costs.
- Directed team in producing diverse work with word processing and desktop publishing applications.
- Partnered collaboratively with other departments to determine optimum schedules for special projects.
- Created and submitted progress reports to upper management.
Guest Service Manager
Shangri-La Fijian Resort & Spa
Sigatoka, Fiji
01.2012 - 01.2015
- Deputized for Front Office Manager, utilizing Opera PMS to enable seamless arrival and departure experience for around 80 guests per shift.
- Established communication strategy for all guests, through pre and post stay emails, this ensured return guests and customer loyalty.
- Monitored and analyzed daily front desk activity to guarantee ongoing compliance with performance and brand standards.
- Maximized hotel revenue, utilizing Opera PMS to control daily room inventory.
- Managed overbookings and redirection of guests
- Ensured smooth, efficient and uninterrupted guest service through effective management of communication systems, including telephone maintenance, reporting of operation issues in a timely manner and that issues highlighted were discussed in operations meetings and service recovery provided.
Chief Butler
Shangri-La Fijian Resort & Spa
Sigatoka, Fiji
01.2009 - 01.2012
- Received, sorted and stored deliveries quickly to maintain quality and condition.
- Delivered first-class valeting services, achieving high-quality presentation and appearance.
- Prepared guest rooms ahead of visits, meeting special requests and requirements.
- Arranged flowers and decorated living spaces to mark special events.
- Provided fault less food and beverage services throughout day-to-day dining and at special events.
- Noted special requests and implemented quickly to maintain first-class care provisions.
- Laid tables and provided faultless silver service dining experiences.
- Built positive professional relationships with principals and family members for friendly, trusted support.
- Served breakfast, lunch and supper promptly according to preferred family schedules.
- Coached and mentored junior staff to deliver quality, professional domestic support.
- Collaborated well with wider estate teams to provide smooth, efficient family care.
- Planned and coordinated special events, leading staff to achieve exceptional quality and professionalism throughout.
- Handled daily back-of-house processes effectively and efficiently for smooth house running.
- Worked flexibly to meet changing family demands for round-the-clock domestic support.
- Coordinated housekeeping teams to maintain cleanliness, hygiene and presentation standards.
- Welcomed guests warmly and professionally, providing personal assistance service as required.
- Managed the upkeep and restoration of furniture and antiques with meticulous attention to care.
Service Associate Banquet/Bar Tender
Shangri-La Fijian Resort & Spa
Sigatoka, Fiji
01.2005 - 01.2008
- Wedding Set Up.
- Completed packing tasks with consistency.
- Recorded finished tasks promptly to aid performance monitoring.
- Stored finished products in orderly manner to avoid errors.
- Read and completed work orders in warehouse environment.
- Used appropriate tools and techniques to minimise risk of injury.
- Dismantled, cleaned and reassembled equipment to maintain proper functioning.
- Kept clean and organised working area to support smooth workflows.
Education
Certicate for Chief Butler -
Shangri-la Academy in Bejing China
Form 1 - Form 7 -
Cuvu College
Sigatoka District School
Skills
- Key-SKILL:
- Concierge Services
- Planning & Organizational
- Adaptable
- Customer Service
- International Education & Exposure
- Computer Literate
- Leadership experience
- Communication skills
- Brand success
- Office streamlining
- Team supervision
- Interpersonal communications
- Quality Assurance
- Reservations management
- Guest experiences
- Telephone etiquette
- Travel itinerary management
- Housekeeping
- Administrative support
- Conference and meeting planning
Additional Information
- PERSONAL INFORMATION Name
Languages
English
Fluent
Hindi
Upper intermediate
Fiji
Advanced
Referee
1.Kirti Chand
Guest Service Manager-Intercontinental Resort & Spa
Ph: 679 9958942
Email: kirti.chand@ihg.com
2.Sakiusa Gavidi
Banquet Manager-Shangri-la's Fijian Resort & Spa
Ph:679 9926894
Email: sakiusa.gavidi@shangri_la.com
3. Adam Keast
Founder & Managing Director
Butler & Co
M: +61 499 797 452
E: adam@butlerand.co
Timeline
Chief Concierge
Intercontinental Resort & Spa
01.2020 - Current
Duty Manager
Intercontinental Fiji Golf Resort and Spa
01.2017 - 03.2020
Assistant Front Office Manager
Vomo Island Resort
01.2015 - 01.2019
Guest Service Manager
Shangri-La Fijian Resort & Spa
01.2012 - 01.2015
Chief Butler
Shangri-La Fijian Resort & Spa
01.2009 - 01.2012
Service Associate Banquet/Bar Tender
Shangri-La Fijian Resort & Spa
01.2005 - 01.2008
Certicate for Chief Butler -
Shangri-la Academy in Bejing China
Form 1 - Form 7 -
Cuvu College
Sigatoka District School
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