Peggy Philoe
Summary
Experienced hospitality professional with over 8 years of expertise in customer service, revenue management, and team leadership. Proven track record in driving revenue growth, enhancing guest experiences, and effectively managing operations across various departments including Front Office, Reservations, Guest Relations, and Housekeeping. Passionate about mentoring and developing team members, particularly empowering local talent to excel in the hospitality industry.
Overview
10
10
years of professional experience
Work History
Rooms Division Manager
STORY Seychelles
08.2023 - 10.2024
- Oversee the management of 70+ team members across Front Office, Guest Relations, Concierge, Reservations, and Housekeeping, ensuring smooth daily operations
- Work closely with the General Manager to implement strategies that drive operational efficiency and guest satisfaction while maximizing revenue
- Developed and executed revenue strategies to optimize room rates and occupancy, contributing to consistent revenue growth
- Managed the planning and execution of Preventative Maintenance Programs (PPM), collaborating with Engineering and Housekeeping departments to ensure the upkeep of the resort without compromising guest experience
- Coordinated cross-departmental efforts to ensure service delivery aligns with brand standards and operational goals
- Led and motivated the team, ensuring high levels of performance, staff morale, and ongoing development of local talent through training initiatives
- Implemented and monitored KPIs to track department performance and identify areas for improvement
- Conducted regular staff training and development programs, focusing on leadership, guest service, and revenue optimization techniques
Front Office Manager
STORY Seychelles
08.2022 - 08.2023
- Managed daily operations of the Front Office, Reservations, Guest Relations, Concierge, and Telephone Operator teams
- Led a team of 15+ employees, including supervisors and frontline staff, ensuring high-quality guest experiences and smooth day-to-day operations
- Worked with the Revenue Manager to adjust room rates dynamically and develop pricing strategies for maximum occupancy and revenue
- Ensured staff training programs were executed to improve guest service quality and team efficiency
- Liaised with the Housekeeping and Engineering departments to ensure room readiness and maintenance schedules were in place for both operational efficiency and guest satisfaction
- Actively participated in weekly management meetings to review performance, address challenges, and implement solutions
Revenue Distribution Executive
STORY Seychelles
07.2019 - 12.2020
- Developed and implemented revenue management strategies, resulting in improved occupancy and average daily rate (ADR)
- Managed a small but effective reservations team, driving successful campaigns to optimize room bookings across various distribution channels
- Identified market trends and competitor activity to maximize yield opportunities
- Conducted regular training for the reservations team on best practices in revenue management and customer service
- Led initiatives that resulted in significant increases in overall revenue and improved customer satisfaction scores
Front Office Duty Manager
AVANI Seychelles
01.2018 - 06.2019
- Supervised the front desk team, ensuring the highest standards of service and guest experience
- Worked closely with the Housekeeping and Maintenance teams to ensure rooms were prepared on time for guests, maintaining smooth operational flow
- Managed guest relations, resolving complaints, and ensuring customer satisfaction throughout their stay
- Assisted in training and mentoring new team members, fostering a positive and motivated environment
Front Office Supervisor
AVANI Seychelles
01.2017 - 12.2017
- Led and managed the Front Office team to ensure operational efficiency and exceptional guest service
- Acted as a point of contact for guest queries, managing guest complaints, and ensuring resolution in a timely and professional manner
- Supported daily operations by supervising check-ins, check-outs, and room assignments, ensuring guest satisfaction and timely delivery of services
Front Office Agent
AVANI Seychelles
01.2015 - 12.2016
- Provided excellent customer service by assisting guests with check-in, check-out, room bookings, and inquiries
- Ensured smooth front desk operations, including managing guest requests and complaints, while maintaining a professional and welcoming demeanor
Education
Diploma - Teaching
National Institute of Education
01.2009
Skills
- Customer Service Excellence
- Revenue Management & Yield Strategies
- Team Leadership & Staff Development
- Operations Management
- Cross-department Collaboration
- Strategic Planning & Forecasting
- Budgeting & Financial Analysis
- Training & Development
- Guest Relations & Service Quality
- Problem Solving & Conflict Resolution
Languages
English
French
Timeline
Rooms Division Manager
STORY Seychelles
08.2023 - 10.2024
Front Office Manager
STORY Seychelles
08.2022 - 08.2023
Revenue Distribution Executive
STORY Seychelles
07.2019 - 12.2020
Front Office Duty Manager
AVANI Seychelles
01.2018 - 06.2019
Front Office Supervisor
AVANI Seychelles
01.2017 - 12.2017
Front Office Agent
AVANI Seychelles
01.2015 - 12.2016
Diploma - Teaching
National Institute of Education
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