Thomas Anthony Fernandes
Kilcoole
Summary
Adept at elevating guest experiences and operational efficiency, I honed my skills in guest relations management and staff training at Druids Glen Hotel & Golf Resort. My leadership significantly improved customer satisfaction and team performance, showcasing my effective communication and oversight of cleaning operations.
Overview
23
23
years of professional experience
Work History
Hotel Duty Manager
Druids Glen Hotel & Golf Resort
Newtown Mount Kennedy
04.2024 - Current
- Spearheaded daily operations, ensuring optimal guest satisfaction and operational efficiency.
- Trained new hires on company policies, job duties, and workflows.
- Coordinated staff timetables, ensuring a balanced workload and meeting operational requirements.
- Conducted regular inspections of facilities to identify potential problems or areas for improvement.
- Monitored staff performance and provided feedback to ensure quality standards were met.
- Enforced health and safety regulations throughout the premises.
- Handled guest complaints and issues, ensuring swift resolutions to maintain satisfaction.
Restaurant Supervisor
Druids Glen Hotel & Golf Resort
Newtown Mount Kennedy
01.2017 - 03.2023
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw inventory and ordered ingredients to restock freezers, fridges and pantry.
- Maintained patron satisfaction by monitoring, evaluating and auditing food, beverage and service offerings.
- Inspected dishes before they were served to verify that presentation met quality standards.
- Supervised team of employees, maintaining positive and productive atmosphere to enhance employee experience.
- Adhered to all food safety regulations.
- Established fair and equitable schedules and met operational goals by assigning tasks and shifts based on team member knowledge and strengths.
- Communicated effectively with wait staff regarding patron food allergies and dietary restrictions.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
- Maximized service levels through hands-on leadership.
Restaurant Team Leader
Druids Glen Hotel & Golf Resort
Newtown Mount Kennedy
01.2009 - 12.2016
- Audited daily ticket times to ensure accuracy of order preparation times by kitchen staff.
- Coordinated weekly staff scheduling to ensure adequate coverage during peak business hours.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Provided feedback to management regarding employee performance issues or concerns.
- Verified guest satisfaction with meals and suggested additional items to increase restaurant sales.
- Promoted safe working conditions by monitoring safety procedures and equipment.
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
- Performed regular maintenance checks on kitchen equipment such as grills, fryers, ovens.
- Ensured compliance with health and safety regulations in the kitchen and dining areas.
- Recognized by management for providing exceptional customer service.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Spa Receptionist
Druids Glen Hotel & Golf Resort
Newtown Mount Kennedy
01.2005 - 12.2008
- Tracked all purchases made by customers using POS systems in order to create detailed reports for accounting purposes.
- Kept reception area clean, organized, and stocked with necessary supplies.
- Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
- Performed administrative duties such as filing paperwork and updating client databases.
- Guided customers through facility tours explaining spa resources and amenities.
- Addressed return customers by name to develop customer-company relationships.
- Received phone calls to assist customers in scheduling, rescheduling or canceling appointments.
- Recognized by management for providing exceptional customer service.
Housekeeping Team Leader
Druids Glen Hotel & Golf Resort
Newtown Mount Kennedy
03.2002 - 12.2004
- Coordinated with engineering department regarding maintenance needs in guest rooms and public areas.
- Monitored quality control standards for laundering bedding and towels.
- Prepared rooms for meetings and arranged decorations, media equipment and furniture for social or business functions.
- Sanitized and cleaned sinks, mirrors, toilets and showers.
- Inspected furniture for damage or stains in between guest stays.
- Cleaned rugs and upholstery using vacuums and fabric shampoo when necessary.
- Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
- Enforced policies related to security, health and safety regulations compliance.
- Developed work schedules for housekeeping staff according to occupancy levels.
- Adhered to daily cleaning schedules and updated as needed based on demand.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
Education
High School Diploma -
Sacred Heart High School
Parra, Mapusa, Goa.03-1994
Skills
- Guest relations management
- Oversight of Cleaning Operations
- Customer Engagement Initiatives
- Security management
- Property maintenance
- Staff training and development
- Complaint handling
- Guest Services Leadership
- Effective Communication Skills
Accomplishments
- Achiever of the Month Award
- Associate of the Month Award
Languages
Konkani
First Language
English
Upper Intermediate (B2)
B2
Myself
I am a Christian and the husband of a beautiful wife and two lovely girls, who are the world to me. I love cycling and socializing. I believe in helping; that is to say, as I climb, I share the responsibility to lift others, too.
Timeline
Hotel Duty Manager
Druids Glen Hotel & Golf Resort
04.2024 - Current
Restaurant Supervisor
Druids Glen Hotel & Golf Resort
01.2017 - 03.2023
Restaurant Team Leader
Druids Glen Hotel & Golf Resort
01.2009 - 12.2016
Spa Receptionist
Druids Glen Hotel & Golf Resort
01.2005 - 12.2008
Housekeeping Team Leader
Druids Glen Hotel & Golf Resort
03.2002 - 12.2004
High School Diploma -
Sacred Heart High School
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