JASON BEN FERNANDES

Elevated LQA scores by 20% and boosted guest satisfaction ratings to 95% by implementing strategic service enhancements and meticulous service delivery.

Orchestrated the seamless migration from RMS to Opera Cloud and Unifocus systems, developing comprehensive SOPs and training modules with Finance and Revenue teams.

Partnered with the Guest Loyalty Manager to successfully implement the GHA Discovery programme, creating bespoke local experiences that enhanced guest retention.

Established and maintained rigorous departmental quality standards, ensuring consistent service excellence across all properties.

Fostered a culture of continuous improvement by leading regular performance appraisals and job chats for the front office team.

Directed and mentored a 45-member front office team across Reception, Concierge, and Guest Relations departments, enhancing team performance and service delivery.

Conducted LQA quality audits and meticulously prepared teams for Brand Assurance mystery visits, ensuring 100% compliance with international luxury standards.

Optimized staffing schedules based on occupancy forecasts, resulting in efficient resource allocation and effective management of operational budgets.

Facilitated robust cross-departmental coordination, ensuring seamless guest experiences and resolving complex issues efficiently.

Implemented comprehensive crisis management protocols and emergency response procedures, ensuring guest and staff safety during critical incidents.

Spearheaded daily front desk operations, developing high-performing teams through targeted training initiatives that improved service efficiency.

Analyzed guest feedback metrics to implement strategic service improvements, significantly enhancing overall guest satisfaction scores.

Established robust credit policies and optimized operational procedures, contributing to improved financial performance and reduced discrepancies.

Managed complex guest complaint resolution and service recovery initiatives, achieving exceptional success rates and preserving brand reputation.

Designed and executed comprehensive training programmes for front office team members, increasing staff proficiency and service quality.