Summary
Overview
Work history
Education
Skills
Interests
Languages
Timeline
OLIVIA COLATI

OLIVIA COLATI

Rarotonga,Cook Islands

Summary

Meticulous and systematic Administrative Assistant skilled in organizing, planning and managing daily clerical needs. Bringing solid expertise in coordinating documents, reports and records, handling correspondence and managing deliveries. Encouraging Manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Charming professional with good communication skills, strong personality and confidence dealing with high-level clientele. Works well under pressure, keeps calm and acts responsibly in case of emergencies. Focused on encouraging culture of impeccably high standards, flawless customer service and meaningful guest interaction.

Overview

17
17
years of professional experience

Work history

GUEST SERVICES & DUTY MANAGER

NAUTILUS RESORT & MURI BEACH RESORT
, Cook Islands
02.2023 - Current
  • Supervise Front Office staff, including Front Desk, Night Auditors & Bellmen ensuring a high level of customer service is maintained at all times
  • Assist with scheduling of Front Office staff to ensure busy periods are covered adequately
  • Troubleshoot all guest issues / problems and determine and process all guest compensation issues
  • Ensure open communication with Housekeeping, Owners, and all departments
  • Assist in coordination of organization of Front Office information and creation of necessary files and folders
  • Develop a good understanding of resort layout and be able to give directions to all units and resort facility
  • Be able to supply the guest with all information that they need to be able to enjoy their stay
  • Maintain Health & Safety standards, emergency response procedures, and location of emergency shut off valves / fuses
  • Ensure all correct procedures are followed for Direct, Wholesaler and Group check in / outs
  • Ensure all bookings made adhere to Nautilus and Muri Beach Resort Reservations payment / cancellation policies when making walk in reservations
  • Ensure accurate information is provided to all clients with respect to the resort products and services
  • Assist with all incoming telephone calls to switch board lines
  • Assist the housekeeping department if they are in need of assistance
  • Maintain clean and tidy appearance of all Front Desk staff
  • Ensure Front Office and Lobby area is clean and tidy at all times
  • Ensure all staff are adhering to Health & Safety protocols and wearing proper uniforms
  • Stored cash floats and delivered secure banking procedures.
  • Initiated and implemented plans to improve customer relations, quality standards and service efficiency.
  • Completed weekly front office rota to guarantee optimal cover for operations.
  • Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
  • Improved team performance by conducting reviews and KPI data analysis.
  • Adjusted sales strategies to local competition and decreased industry rates.
  • Created rate plans and worked with revenue manager to boost occupancy and average achieved room rate.
  • Trained front office staff in interaction best practices, boosting guest satisfaction survey scores.
  • Any other duties as assigned by Front Office Manager

DUTY MANAGER

VILLA OPERATIONS, SHERATON FIJI BEACH & GOLF RESORT
07.2022 - 02.2023
  • Greets the VIP guests of the hotel
  • Performs special services for VIP Guest's
  • Assists in VIP's arrival departure in absence of guest relation officers
  • Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour
  • Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests
  • Assists in sending guest messages to guest rooms
  • Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows
  • Assists in handling room lock problems
  • Ensures that room allocations are actioned in Lightspeed
  • Assists with Marriott Bonvoy Enrolments
  • Ensured at all times that Villa Owners were always prioritised to get their own villas when they arrive
  • Sent pre-arrivals to future staying guests
  • Ensures that Guest Assistance on Lobby is actioned daily to avoid charges
  • Daily review of GUEST VOICE reviews and ratings for guest overall experience
  • Prepares and checks for VIP's arrival and escorts guests to rooms
  • Co-ordinates with all departments concerned in order to maintain Front Office functions properly
  • Operates the front office computer system in order to assist front office attendants
  • Checks group department, fit and ensure switchboard is operational for appropriate wake up calls
  • Handles guest complaints and other related problems and reports on the Duty Managers log book
  • Assists receptionists, concierge and bell captain when they are busy
  • Answers guests inquires, handles complaints for both Complex & Villa guests
  • Approves and sign for allowances, rebates etc., as required by Front Office Cashier
  • Authorizes charges to be made for late departures and/or compliments on them
  • Promotes and maintains good public relations
  • Motivates and maintains good staff relations
  • Maintains and be guided of hotel policy on credit/lost and found hotel guests properties
  • Follows up in credit check report, no shows, rate variance check
  • Responsible for front office operation during the absence of Front Office Manager
  • To discuss all matters that needed to follow up with the next shift Duty Manager
  • Conducts daily property walk to ensure the resort maintains its standard on hygiene and appearance
  • Approves the working schedule for the front office attendants and submits them to front office manager (HM)
  • Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behavior, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders
  • Process weekly timesheets for payroll on Oaysis on weekly Monday
  • Input orders of purchase requisition or orders on Project Tree purchasing software
  • Assigns and Approves Duty roster for all Front desk staffs
  • Attends daily Management briefing.

RESORT DUTY MANAGER

DOUBLE TREE RESORT BY HILTON
12.2021 - 07.2022
  • Providing a visible management presence while on duty
  • Ensuring each department is prepared and staffed for each shift
  • Dealing with sales enquires in absence of sales department
  • Running of weddings, functions & conferences during each shift
  • Monitor health and safety throughout the hotel
  • Overlooking day-to-day operation of the whole facility
  • Communicating with customers (handling complaints, collecting ideas on improving the operation, providing information, selling facilities, checking premises, reporting any damages and breakdowns and checking if repairs have been completed)
  • Ensured KIPSU was updated daily on every shift
  • Weekly Timesheets submission on Payglobal to payroll in a timely manner
  • Consolodated monthly upsell reports for associates for their incentives
  • Attended monthly budget meetings on behalf of the Front Office Manager
  • Attended credit meeting for to keep track of PM accounts open in Opera and justify accordingly
  • Email correspondence with guests or vendors on ensuring recurred business
  • Ensured smooth coordination of Group check in is organized in a timely manner to avoid errors
  • Conduct room checks with Executive Housekeeper on a daily basis ( Showrooms & VIP rooms)
  • Communicating with employees (problem solving, distributing work duties, providing all means to get the work done)
  • Attended daily management meeting
  • Performing other administration duties as assigned by the Hotel Manager

EXECUTIVE SECRETARY

PULLMAN NADI BAY RESORT & SPA
12.2018 - 04.2020
  • Meet clients on his behalf
  • Processed and reconciled cash receipts, and prepare reports for F&B Director
  • Manage F&B Directors calendar
  • Attend department meetings and take minutes
  • Assist all F&B managers with admin matters (filing, faxing, orders & typing)
  • Reconciled daily reports and accounts on a monthly basis using spreadsheets
  • Provides payment information to both internal and external customers
  • Consolidate EXCOM market list weekly and distribute accordingly
  • Assisted HR with employee recruitments and discipline records for F&B staff
  • Liaising with travel agents on guests dining & charges and advise them on billing charges
  • Handled all channel of Restaurant Reservations channel for the resort
  • Champion for Table Plus for the resort
  • Assist in restaurant orders for all F&B managers on Materials Control system
  • Good Knowledge and experience in Opera, Fidelio, Outlook,
  • End of the month reports
  • Handled all dinning enquiries on email or telephone accordingly
  • Ensure that all filing system for all contracted agents & suppliers are up to date
  • In-charge of entertainment groups on contracts, invoicing & payments
  • Travel arrangements
  • Weekly Timesheet input on Time Target (Payroll System)
  • Weekly invoicing of entertainment groups submission to finance ( Accounts Payables)
  • PRE-OPENING DUTIES
  • Facilitated recruitment of all F&B, Kitchen and Stewarding applications received
  • Conducted call outs to those candidates that were shortlisted for interviews
  • Assisted in screening applicants during interviews
  • Conducted reference checks for successful candidates
  • Developed SOP's and Training Manuals during Pre- Opening before this was vetted by Director Food and Beverages (Pre- opening duties)
  • Developed F& B Job Descriptions before vetting with Director F & B (Pre-Opening Duties)
  • Format all outlet menus and distribute & updated any changes in the menus from Executive Chef
  • Assisted HR in purchase of staff footwear for all departments and liaised with HOD's on footwear preference in line with OHS regulations
  • Facilitated Pullman Open Day for 2 days of recruitment drive in January 2019
  • Assist GM's Executive Assistant with Executive Office Projects
  • General Office administration and other duties as advised by F&B Director

FRONT OFFICE MANAGER

THE PEARL RESORT
09.2017 - 12.2017
  • Operations in the absence of the, Schedules the front office staff
  • Relieving, Resolved guest issues and completed special requests to ensure the satisfaction of the guests
  • Forecasted occupancy and generated discrepancy, comp occupancy, and allowance reporting
  • Responsible for settling guest accounts and all aspects of recordkeeping by overseeing and coordinating front desk and audit function to ensure financial transactions for the day were verified and balanced
  • Provide training for the newly recruited Front Office associates
  • Evaluates the job performance of each front office associates
  • Verifies that accurate room status information is maintained and properly communicated
  • Resolves guest problems quickly, efficiently, and courteously
  • Updates group information
  • Maintains, monitors, and prepares group requirements
  • Reviews and completes credit limit report
  • Works within the allocated budget for the front office
  • Checks cashiers in and out and verifies banks and deposits at the end of each shift
  • Enforces all cash-handling, check-cashing, and credit policies
  • Conducts regularly scheduled meetings of front office personnel
  • Prepare performance reports related to front office
  • Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes
  • Prepare revenue and occupancy forecasting
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
  • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees
  • Review daily front office work and activity reports generated by Night Audit
  • Review Front office log book and Guest feedback forms on a daily basis
  • Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs
  • Perform other duties as requested by management.

SENIOR TICKETING OFFICER

DISCOUNT FLIGHT CENTRE
02.2016 - 09.2016
  • SABRE airline booking and Ticketing issue
  • Enquire travel from clients if domestic or International travel and advise on best route and cheapest fare
  • Provided options to customers for air travel and accommodate their travel needs
  • Relayed correct, complete, and updated information on flight schedule, fare, arrival, and departure to customers
  • Processed credit card, check, and cash payments for sold tickets for walk-in customers
  • Coordinated with hotel and car rental agencies and extended services to customers
  • Made alternate arrangements for passengers owing to flight cancellation and processed refund as required
  • Booked domestic and international flights for travelers
  • Responding to Emails on booking enquiries or Fare quotes
  • Answering enquiries on the telephone both local or international
  • Recheck booking and routes, dates of travel before issuing client/passenger tickets
  • General Office Administration

EXECUTIVE SECRETARY

GRAND PACIFIC HOTEL
03.2014 - 01.2016
  • Formatting of daily menus to the restaurants & sales department
  • Provides buffet food tags to the banqueting department for Events taking place in the hotel
  • Update turndown reports sent from Front Office for the pastry & salad section for in-house& arrival guests
  • Daily input of Staff overtime attendance into the excel sheet (24hour format)
  • Amend & update weekly rosters
  • Format pricelists for Swiss Bakery for pastries & breads sold
  • Screens calls for the Executive Chef & Food & Beverage Manager
  • Ensures that I am updated with any current or change of menus by Executive Chef& ensure to inform other departments of the changes
  • Ensures that the menus printed for the restaurants is the same as the prep by the chefs in the kitchen
  • Prepares End of month reports for finance department
  • Ensures that the filing system for the Executive Chefs Office & Food Manager is maintained
  • Attend meetings with the Sales Department & take minutes and email it to respective departments for update
  • Assist in photocopying of Event Orders for the Chefs in the kitchen for Mis En Plus is for upcoming events
  • Any other duties delegated by the Executive Chef
  • Ensure that High Level of Confidentiality is maintained at all times
  • Attend meetings with the Sales Department & take minutes and email it to respective departments for update
  • Assist in photocopying of Event Orders for the Chefs in the kitchen for Mis En Plus is for upcoming events
  • Any other duties delegated by the Executive Chef
  • Ensure that High Level of Confidentiality is maintained at all times

FRONT DESK RECEPTIONIST

FIJI BEACH RESORT & SPA MANAGED BY HILTON
07.2006 - 05.2012
  • Answered Internal and External calls of guests and guided them by sorting their queries
  • Received clients politely and greeted them to leave a positive image of the resort in their minds
  • Sorted general complaints and issues of workers and customers
  • Trained new staffs for On-the-Job training as assigned by FOM (From Day 1 to final Day with my daily assessment of candidate submitted to FOM on trainee performance)
  • Confirmed after hours Reservations (Night Shift)
  • Placed orders for all front office stationaries and equipment
  • Coordinated with other departments in sorting guests requests
  • Upsell of rooms during low occupancy for recurred business
  • Reviewed all departures to ensure billing was correct
  • Handled guest situation in a calm professional manner
  • Assisted guest with services and requests
  • Performed all duties as directed by immediate supervisors
  • Handled Cash/ Credit Card Payments upon Check-In /Out &In-house for guests

Education

Professional Diploma - Business Management

University of the South Pacific
12.2020

Certificate in Computing and Hospitality - undefined

New Zealand Pacific Training
10.2004

Fares & TicketingI & II Amadeus Fares & Ticketing -

Sabre, Fiji
01.2003

Certificate -

Accor , Fiji
02.2019 - 02.2019

Table plus for Food and Beverage Managers

Planet 21 Diversity for Managers

WHS For Managers

Skills

  • SOFT SKILLS
  • Opera
  • Microsoft Tools
  • Galaxy Lightspeed
  • Room Master
  • Micros
  • Sabre
  • Amadaeus
  • IDS
  • KEY SKILLS
  • Communication
  • Time Management
  • Multi- Tasking
  • Adaptability
  • Organisation
  • Calendar and Scheduling Software
  • Travel Arrangement Coordination
  • Meeting Minutes
  • Bookkeeping and Basic Accounting
  • Data Research and Compilation
  • Document Filing and Retrieval
  • Catering Coordination
  • Inquiry Response
  • Administrative Support
  • Executive Schedule Management
  • Verbal and Written Communication
  • Human Resource Laws Knowledge
  • Strong Problem Solver
  • Excel Spreadsheets
  • Supply Ordering
  • First Aid care
  • Policy and procedure adherence
  • Reservations management
  • Brand Management
  • Guest accommodations
  • Improving processes
  • Team Training
  • Conflict management

Interests

ACHIEVEMENTS , In 2007 I was the reigning Miss Sugar and 1st Runner Up Miss Charity and youth Volunteer for Ministry of Youth & Employment Opportunities Ambassador for Lautoka City. INTERESTS Listening to music, traveling reading and meeting different people of different ethnicities

Languages

English
Fluent

Timeline

GUEST SERVICES & DUTY MANAGER - NAUTILUS RESORT & MURI BEACH RESORT
02.2023 - Current
DUTY MANAGER - VILLA OPERATIONS, SHERATON FIJI BEACH & GOLF RESORT
07.2022 - 02.2023
RESORT DUTY MANAGER - DOUBLE TREE RESORT BY HILTON
12.2021 - 07.2022
Accor - Certificate,
02.2019 - 02.2019
EXECUTIVE SECRETARY - PULLMAN NADI BAY RESORT & SPA
12.2018 - 04.2020
FRONT OFFICE MANAGER - THE PEARL RESORT
09.2017 - 12.2017
SENIOR TICKETING OFFICER - DISCOUNT FLIGHT CENTRE
02.2016 - 09.2016
EXECUTIVE SECRETARY - GRAND PACIFIC HOTEL
03.2014 - 01.2016
FRONT DESK RECEPTIONIST - FIJI BEACH RESORT & SPA MANAGED BY HILTON
07.2006 - 05.2012
University of the South Pacific - Professional Diploma, Business Management
New Zealand Pacific Training - Certificate in Computing and Hospitality,
Sabre - Fares & TicketingI & II Amadeus Fares & Ticketing,

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OLIVIA COLATI