Stephen Pius Castelino
Udupi
Summary
Dynamic professional with strong leadership, compliance, and operational management skills. Proven ability to enhance service delivery and ensure safety of the guest during the stay.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Self Employment
Passenger Transport
Udupi
08.2018 - Current
- Oversaw passenger transport operations.
- Ensured compliance with relevant laws and regulations regarding passenger transport.
- Guided staff on transportation planning principles and procedures to enhance service delivery.
- Provided safe and efficient transportation of passengers to their intended destination.
- Transported passengers and goods safely to various destinations in a timely manner.
- Managed daily operations to facilitate seamless business functionality.
- Trained and mentored staff to improve service quality and efficiency.
- Maintained client relationships through consistent superior customer service to foster loyalty.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
Hospitality Supervisor
Al Salam International Hospital, Kuwait
Kuwait
01.2014 - 07.2018
- Supervised daily operations of hospitality services at a healthcare facility.
- Coordinated staff schedules to ensure optimal coverage and service delivery.
- Trained and mentored new team members on hospitality protocols and standards.
- Managed patient inquiries and resolved issues to enhance service quality.
- Collaborated with medical staff to support patient comfort and satisfaction.
- Conducted regular inspections to maintain cleanliness and safety of facilities.
- Developed training materials for continuous staff education on hospitality practices.
- Conducted regular meetings with team members to discuss performance issues or concerns.
- Scheduled shifts for all hospitality staff members in accordance with budgeted labor costs.
- Trained new staff on policies, procedures, menu items, and service techniques.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
Front Desk Coordinator
Imperial Hotel
Kuwait
06.2007 - 09.2013
- Greeted guests upon arrival and ensured a warm welcome.
- Managed phone calls and directed inquiries to appropriate staff members.
- Scheduled appointments and coordinated room bookings efficiently.
- Maintained organized front desk operations and ensured smooth workflow.
- Assisted guests with check-in procedures and provided necessary information.
- Handled guest complaints with professionalism and effective problem-solving skills.
- Collaborated with housekeeping to ensure room readiness for guests.
- Processed payments and maintained accurate financial records at the front desk.
- Answered incoming calls, responded to customer inquiries, and directed customers to the appropriate department or personnel.
- Built relationships with long-term clients through individualized and outstanding customer service.
- Performed administrative tasks such as filing documents, preparing reports, and updating databases.
- Opened the office and completed closing paperwork and procedures daily.
- Processed payments from customers including cash, checks, debit and credit cards, gift cards.
- Ensured that all front desk areas were kept clean and organized at all times.
- Took inventory and ordered low-stock items to maintain effective supply organization.
- Managed customer complaints and rectified issues to complete satisfaction.
- Responded to emails from guests regarding their stay or any special requests they may have had.
- Maintained important files, running reports, and delivering updates on occupancy and revenue.
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
- Provided support to other departments within the organization as needed.
- Provided excellent customer service by responding promptly to guest requests and resolving issues quickly and efficiently.
- Conducted transactions, confirming patient information, and processing according to standard protocol.
- Maintained cleanliness of front lobby area.
- Trained new employees on proper use of software applications related to front desk operations.
- Posted room charges for food, liquor and telephone calls based on individual customer actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
Front office Receptionist
Windsor Tower Hotel
Bahrain
08.2003 - 05.2006
- Greeted guests warmly upon arrival, ensuring a welcoming atmosphere.
- Managed check-in and check-out processes efficiently for all guests.
- Handled guest inquiries and resolved issues promptly and professionally.
- Processed reservations using the hotel management system accurately.
- Collaborated with housekeeping to maintain cleanliness and readiness of rooms.
- Provided information about local attractions and hotel services to guests.
- Assisted in training new front desk staff on operational procedures.
- Handled telephone inquiries regarding availability of rooms, prices, facilities, directing calls accordingly.
- Updated computer systems with guest information accurately while maintaining confidentiality of data.
- Checked in guests using established procedures, verified guest identification and credit card information.
- Responded to customer complaints and addressed issues promptly and professionally.
- Conducted daily audits of cash drawers ensuring accuracy of funds on hand and reconciling discrepancies if any found.
- Processed group reservations according to standard operating procedures.
- Handled incoming mail and faxes; distributed appropriately within the organization.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Arranged tours, taxis or restaurant reservations for customers.
Education
Associate of Applied Science - Basics of Computer
Diploma In Computer Applications
Manipal Institute Of Technology03-2002
Associate of Applied Science - Diploma In Hotel Management
Indian Institute of Management And Studies
Chennai02-2001
Languages
English
Proficient (C2)
C2
Arabic
Upper Intermediate (B2)
B2
Hindi
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Certification
First Aid Training
Affiliations
Playing Cricket, Volly Ball
Skills
- Teamwork and collaboration
- Cultural awareness
- Communication
- Computer skills
- Friendly, positive attitude
- Calm under pressure
- Data entry
Timeline
Self Employment
Passenger Transport
08.2018 - Current
Hospitality Supervisor
Al Salam International Hospital, Kuwait
01.2014 - 07.2018
Front Desk Coordinator
Imperial Hotel
06.2007 - 09.2013
Front office Receptionist
Windsor Tower Hotel
08.2003 - 05.2006
Associate of Applied Science - Basics of Computer
Diploma In Computer Applications
Associate of Applied Science - Diploma In Hotel Management
Indian Institute of Management And Studies