Olivia Colati
Rarotonga,Tupapa Cook Islands
Summary
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. Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
18
18
years of professional experience
Work History
Bank Teller
Australia New Zealand Bank Corporation Limited
12.2023 - Current
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Counted and packaged currency and coins.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Reconciled cash drawer and resolved discrepancies.
- Educated customers on use of banking website and mobile apps.
- Provided customer records, account statements and copies of checks.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Turned in excess cash to maintain drawer security.
- Audited fellow teller currency to contribute to dual-control procedures.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
- Increased efficiency within the teller line by sharing best practices among colleagues, leading to shorter wait times for customers.
- Exceeded personal sales goals consistently by proactively engaging with customers and identifying their financial needs.
- Assisted customers with compromised debit cards and issued new credentials.
- Participated in ongoing professional development programs offered by the bank, staying up-to-date with industry trends and enhancing job performance.
- Removed mutilated currency from circulation.
- Sold and cross-sold bank products to new and existing customers.
- Collaborated with team members to ensure smooth operations and high-quality service.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Maintained accurate records of customer transactions in line with bank procedures.
- Monitored and reported suspicious activity in line with bank security policies.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Executed wire transfers, stop payments and account transfers.
Food & Beverage Administrator / Guest Services & Duty Manager
Nautilus & Muri Beach Resort
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 is maintained
- 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
- Assisted Purchasing team on orders and receiving
- Assisted the resort team for floor services when busy concerns with speed and knowledge, delivering professional, personalized service
- Data Entry of purchases on MYOB for front office, spa stocks
- 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
- From Time to time I also assist our Restaurant Team at the restaurant when it is busy
- Responsible for daily Night Audit Rollover before new shift starts
- Any other duties as assigned by Front Office Manager or Hotel Director
Food & Beverage Waitress & Duty Manager
Te Vara Nui
07.2023 - 09.2024
- Order taking
- Floor service
- Stewardess from time to time
- Clearing and Setting tables
- Cashiering (POS)
- Ensuring operations is smooth
- Resolve any guest issues that arise in my shift
- Ensure tables are set for next day and proper closing is done
Duty Manager - Villa Operations
Sheraton Fiji Beach & Golf Resort / Sheraton Denarau Villas
07.2022 - 02.2023
- Assists in VIP's arrival departure in absence of guest relation officers
- Daily Property Walk - To 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
- Championed Host Programme, OPERA & Department Payroll
- Ensures that room allocations are actioned in Lightspeed & Opera
- 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
- Handles guest complaints and other related problems and reports on the Duty Managers log book
- Answers guests inquires, handles complaints for both Complex & Villa guests
- Approves and sign for allowances, rebates etc., as required by Front Office Cashier
- Promotes, Motivates and maintains good public & 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
- 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 Pay Global to payroll in a timely manner
- Consolidated 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 to Director Food & Beverage
Pullman Nadi Bay Resort & Spa
12.2018 - 04.2020
- Company Overview: (Pre-Opening)
- Meet clients on behalf of Director Food & Beverages
- 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 dining 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
- (Pre-Opening)
Office Administrator
Ledgers Enterprises Limited
01.2018 - 11.2018
Front Office Supervisor & Front Office Manager (Reliever)
The Pearl Resort & Spa
05.2015 - 11.2017
- Prepare and post receipts, deposits, purchase orders, invoices, refunds and other standard bookkeeping tasks
- Manager accounts receivables and accounts payables
- Review and process reimbursements
- Prepare track and reconcile ledgers and budgets
- Prepare and submit payroll
- Weekly banking
- Create financial and inventory reports
- Prepare and file company tax documents
- Prepare and submit monthly superannuation
- Front desk customer services, including answering the phones and greeting guests
- Manage schedules for appointments and deadlines
- Develop and maintain administrative processes
- Keep an organized file system
- 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 associate
- 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
Food & Beverage Secretary
Grand Pacific Hotel
03.2014 - 04.2015
- Company Overview: (Pre-Opening)
- 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 (24-hour format)
- Amend & update weekly rosters
- Format price lists 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 Chef's 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
- (Pre-Opening)
Front Desk Receptionist (Promoted to Shift Leader)
Fiji Beach Resort & Spa Managed by Hilton
07.2006 - 05.2013
- Company Overview: (Pre-Opening)
- 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
- (Pre-Opening)
Education
Professional Diploma - Business Management
University of the South Pacific
12.2020
Certificate - Privacy, Anti-Corruption, Cyber Security, Planet 21 Diversity for Managers, Code of Conduct, WHS For Managers, Creating an intentionally inclusive Guest Experience
Hilton University
Fiji02.2019
Certificate - Computing and Hospitality
New Zealand Pacific Training
Nadi10.2004
Fares & Ticketing I & II -
Amadeus Fares & Ticketing & SABRE
01.2003
Skills
- Opera
- Microsoft Tools
- Galaxy Lightspeed
- Room Master
- Micros
- Sabre
- Amadeus
- IDS
- Communication
- Time Management
- Multi-Tasking
- Adaptability
- Organisation
- Calendar and Scheduling Software
- Travel Arrangement Coordination
- Meeting Minutes
- Bookkeeping and Basic Accounting
- Document Filing and Retrieval
- Catering Coordination
- Administrative Support
- Executive Schedule Management
- Verbal and Written Communication
- Human Resource Laws
- Basic ERP 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
Referees
Valid Manual Group 2 Fiji LTA & Group B Cook Islands LTA
Personal Information
Nationality: Fijian
References
- Mrs Eta Ditini, Front Office Operations Manager, The Pearl South Pacific, fom@thepearlsouthpacific.com, 773 0022
- Avinesh Goundar, Asst General Manager, Aloft Hotel Santa Clara (San Francisco), Goundravinesh@hotmail.com
- Zareena Bi, Human Resources Team Leader (USP Lecturer), Energy Fiji Limited, 932 2621, czarinag6@gmail.com
- Robert Naickar, Fiji Beach Resort & Spa by Hilton, Cluster Director Finance & Acting Hotel Manager (Double Tree), 999 0177, robert.naikar@hilton.com
- Uraia Rasake, Six Senses Fiji Resort & Spa (Pre-Opening DHR -Pullman Nadi Bay Resort), Director Talent & Culture, uraia.rasake@sixsenses.com
- Kelvin Fitzgerald, Pullman Nadi Bay Resort, Director Food & Beverage (Pre-Opening), kelvin.fitzgerald@gmail.com, 0061417909925
- Ana Maria Vuda, Sheraton Fiji Resort & Spa, Duty Manager, 00679 728 6687, anamariavuda@gmail.com
Interestsandachievements
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., Listening to music, traveling, reading and meeting different people of different ethnicities.
Timeline
Bank Teller
Australia New Zealand Bank Corporation Limited
12.2023 - Current
Food & Beverage Waitress & Duty Manager
Te Vara Nui
07.2023 - 09.2024
Food & Beverage Administrator / Guest Services & Duty Manager
Nautilus & Muri Beach Resort
02.2023 - Current
Duty Manager - Villa Operations
Sheraton Fiji Beach & Golf Resort / Sheraton Denarau Villas
07.2022 - 02.2023
Resort Duty Manager
Double Tree Resort by Hilton
12.2021 - 07.2022
Executive Secretary to Director Food & Beverage
Pullman Nadi Bay Resort & Spa
12.2018 - 04.2020
Office Administrator
Ledgers Enterprises Limited
01.2018 - 11.2018
Front Office Supervisor & Front Office Manager (Reliever)
The Pearl Resort & Spa
05.2015 - 11.2017
Food & Beverage Secretary
Grand Pacific Hotel
03.2014 - 04.2015
Front Desk Receptionist (Promoted to Shift Leader)
Fiji Beach Resort & Spa Managed by Hilton
07.2006 - 05.2013
Professional Diploma - Business Management
University of the South Pacific
Certificate - Privacy, Anti-Corruption, Cyber Security, Planet 21 Diversity for Managers, Code of Conduct, WHS For Managers, Creating an intentionally inclusive Guest Experience
Hilton University
Certificate - Computing and Hospitality
New Zealand Pacific Training
Fares & Ticketing I & II -
Amadeus Fares & Ticketing & SABRE
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