Mervin Hoareau
Bel Ombre
Summary
A passionate Hotelier with over 14years of extensive background in the hospitality industry with specialization in Rooms Division Department.
A very strong communicator and team player with interpersonal,management and leadership skills which I have acquired from my previous role's am eager to share my skills and talents with my fellow colleagues and organizations. Motivated to improve operations and control costs to foster operational success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Act. Front Office Manager(Asst)
Coral Strand Smart Choice Hotel
08.2021 - 02.2023
- Complete thorough opening, closing and shift change functions to maintain operational standards daily.
- Built and maintained productive relationships with employees.
- Handling the Rooms Division Manager role to keep an eye in all the hotel operations and Inspections, working closely with Cluster General Manager to retain a smooth operations.
- Attend Daily Department Heads meeting and contributing ideas for the hotel operations.
- Prepare Annual budget for Front Office and Rooms Department.
- Analyzed business performance data and forecasted business results for Head Office.
- Provided effective quality control oversight and eliminated downtime to maximize revenue.
- Introduced team members to latest hotel services, encouraging staff to discuss offerings with guests upon checking in
- Recruited, trained and developed administrative team to support corporate growth and objectives
- Met budget targets and quality standards by proactively leading team members and monitoring operations.
- Organize resources and staff necessary to handle requirements and maintain strong service levels.
- Participate in job interviews to verify if Applicants meets necessary criteria required for the positions in respective department.
- Managed day-to-day operations in Rooms Division Department.
Assistant Front Office Manager
Six Senses Zil Pasyon luxury Resort
07.2019 - 03.2020
- Oversaw and supervised the daily procedures of the front desk, concierge, Buggy Drivers, GEM (Butlers)
- Offered support, training, counseling and development of staff under my supervision
- Coordinated with events manager and FB manager for all events hosted by the hotel
- Resolved all guest complaints and concerns opting for complete customer satisfaction while keeping business needs in mind
- Monitored guest’s surveys and service scores to determine trends in guest feedback and identify areas of opportunity
- Ensured prompt and complete satisfaction of guest requests and Professional and timely resolution of guest complaints
- Coached and mentored 26 Staff members through constructive feedback to develop long-term career goals
- Created training manual for employees to use as reference guide
- Reviewed employee performance and delivered constructive feedback to improve performance.
Front Office/Gem Supervisor
Six Senses Zil Payson Luxury Resort
08.2016 - 04.2019
- Defined and documented office procedures by updating SOPs and planning comprehensive training for administrative support staff.
- Offered support, training, counseling and development of staff under my supervision
- Monitored guest’s surveys and service scores to determine trends in guest feedback and identify areas of opportunity
- Ensured prompt and complete satisfaction of guest requests and Professional and timely resolution of guest complaints
- Provided ongoing training to address staff needs
- Complied with company policies, objectives and communication goals
- Reviewed employee performance and delivered constructive feedback to improve performance
- Created schedule of front office workers
Education
Anse Boileau Secondary School - 01/2003-12/2007
Secondary
Skills
- Work Planning and Prioritization
- Client Consultations
- Operational Efficiency
- Teamwork and Leadership
- Computer Skills
- Hotel Management
- Food Service Operations
- Front Desk Operations
- Guest Services
- Employee Training
- Complaint Resolution
- Night Auditing
- Room Inspections
- Flexible Schedule
- Decision Making
- Problem-Solving
Accomplishments
I started my journey in the hospitality industry as Spa attendant 14 years ago with no job experiences obtained on the job training. Did cross exposure in different departments and climbed my way up with so much pride in the Rooms Division Department where i fell in love with customer service which i performed excellently and made my way through which allowed me to become a Front Office Manager.
Certification
Certificate Holder for One Month Course International Butler Training at Banyan Tree Resorts & Spa SABA.
Certificate Holder for International Butler Training at Six Senses Zil Payson IIMB Certificate Holder for Train the Trainer at Six Senses Zil Payson Luxury Resort.
References
Mr.Sujith Surendran Cluster General Manager Savoy Resort & Spa/Coral Strand smart choice Hotel.Tel: +248 2534461
Interests
Enjoy new challenges, adventures and meeting new people from all walks of life.
Languages
Timeline
Act. Front Office Manager(Asst)
Coral Strand Smart Choice Hotel
08.2021 - 02.2023
Assistant Front Office Manager
Six Senses Zil Pasyon luxury Resort
07.2019 - 03.2020
Front Office/Gem Supervisor
Six Senses Zil Payson Luxury Resort
08.2016 - 04.2019
Anse Boileau Secondary School - 01/2003-12/2007
Secondary
Certificate Holder for One Month Course International Butler Training at Banyan Tree Resorts & Spa SABA.
Certificate Holder for International Butler Training at Six Senses Zil Payson IIMB Certificate Holder for Train the Trainer at Six Senses Zil Payson Luxury Resort.
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