AMILA SUSA MATHEW

SUMMARY
o 2 years of experience with the Spice Industry
o 8 years of relevant Hospitality Industry experience in India and Aboard
SOFTWARES KNOWN:

 Fidelio WORK EXPERIENCE IN GLANCE (IN MONTHS)

 Opera

TRAINING UNDERGONE:

 3-day HACCP Training

 First Aid and Fire
Fighting

MOB :+91 9645748291

EMAIL:ajamilasj@gmail.com
Kochi, Kerala, India ROLES AND WORK DESCRIPTION
ASSISTANT MANAGER - CONFERENCES | OCTOBER 2015 – FEBRUARY 2017 |
INTERNATIONAL SPICE CONFERENCE / AISEF

Worked as Asst. Manager – Conferences – ISC 2016 and 2017. ISC is an International
meet with an approximate of 500 to 700 (International & Indian) delegates. Heading 5
departments.

EXECUTIVE - HR | OCTOBER 2015 – FEBRUARY 2017 |

NEDSPICE PROCESSING INDIA PVT LTD.

Was in-charge of all HR activity

 ASSISTANT SALES & MARKETING MANAGER / DEPARTMENT HEAD | AUGUST
2011 - JULY 2012 | FLORA AIRPORT HOTEL, KOCHI
ADDITIONAL Responsible for the sales of 60 rooms, 2 Board rooms for 14 and 20 people
INFORMATION: respectively, a conference hall for 1200 people, 1 multi cuisine restaurant, a coffee
shop and a food court.
Languages : English
: Hindi  To formulate a sales programme one year ahead and plan week-to-week sales
activities with a view to maximizing the use of staff time and promotional
: Tamil finances
: Malayalam  To maintain contacts within the community and in neighboring marketing areas,
contacts with airlines, travel agencies, commercial houses, private clubs,
professional associations etc, to produce new business and repeat business
for the Hotel. This is to be done by means of personals calls, telephone
contacts and written communication
 To keep myself up-to-date with the market trends and Hotel selling techniques
PERSONAL SKILLS:  To review internal promotional items on a regular basis
 To organize and promote in co-operation with the Food and Beverage
 Very positive, go- getter Department special projects such as food festivals, promotions, exhibitions,
with a very pleasing parties etc, in order to stimulate food and beverage sales
 To set-up appropriate filing systems of existing and potential accounts and
personality
keep them up-to-date and properly categorized
 Excellent
inter communication
skills both verbal and
written CUSTOMER RELATIONS MANAGER | APRIL 2010 - JULY 2011 |
 Proactive and a very PORSCHE CENTRE KOCHI
strong team player and
 The job involves maintaining guest satisfaction as per Porsche standards
motivator World-Wide
 Always trying to  Training staff on quality customer service on every call & walk-in
improvise and exceed  Recognizing and managing assertive customer calls and forwarding the lead to
the customer the concerned Sales Consultant
expectations  Follow-up with the Sales Consultant within a period of 24 hours in regards to
the initial phone call
 Adaptable and used to  Updating of C@P (Customer details generated on a programme)
work with ease in multi  Vehicle Registration & delivery
cultural environment  Remind the customer on his / her service dates
 Organize & co-ordinate with event management companies for the vehicles
launch or other activities

BANQUETS COORDINATOR | JANUARY 2008 TO APRIL 2009 |

FLORA GROUP HOTELS & APARTMENTS, DUBAI, UAE

Worked as Banquets Sales with Flora Group of Hotels & Apartments in Dubai handling
the bookings & operations of a Ball Room (500 people), 5 Conference Halls (100, 75,
50, 30 & 25 people respectively), 4 Boardrooms (18, 14, 12, 10 people each).

 The responsibilities include achieving the set targets and budgets through
sales and handling the entire operations
 Attend to all customer enquiries on Residential, Non-Residential Conferences,
Board Meetings, Dinner parties, Social function etc
 Responsible for all advance and billing procedures
 Training, supervising the staff and ensuring to deliver the highest possible
service to the guests as per the International 5 Star standards
 GUEST RELATIONS EXECUTIVE | JANUARY 2007 - JANUARY 2008 | FLORA
PARK HOTEL APARTMENTS, DUBAI, UAE

Handed the daily operations of 180, 1 Bedroom, 2 Bedroom & 3 Bedroom Apartments
PASSPORT DETAILS: respectively. The Guest Relations Manager plays an important link between the Guest
and the Management to communicate with the guests to find out their expectations in
order to improve the service standards.
Passport Number: F 0819821
Place of Issue : Cochin  Cooperating, co-coordinating, communicating and providing functional
assistance and direction to all departments
 Handling situations to ensure guests receive prompt attention and personal
recognition throughout the Hotel
 Responding to guest needs and resolving the concerned problem
 Supervising and directing Reception and Reservation Personnel
 Ensuring VIPs and Priority Club Guests receive special attention
 Ensuring that the necessary amenities are placed for the VIP and Priority Club
Guest rooms
 Assisting Guest Relations staff in greeting, rooming and sending off VIP guests
 Monitoring appropriate standards of conduct, uniform, hygiene and appearance
of staff
 Promoting inter hotel sales and in – house facilities
 Checks all the check out comment cards and replies personally to each guest
with regards to the positive or negative comment.
 Training, supervising the staff and ensuring to deliver the highest possible
service to the guests as per the International 5 Star standards
 Ensures front line staff complies with FIT marketing techniques and maximize
sales
 Ensure that the Guest Relations staff are aware of all the entertainments,
social functions happening daily or monthly in around the country.

CUSTOMER SERVICE MANAGER | NOVEMBER 2006 - JANUARY 2007 |

FAB INDIA, COCHIN

Worked as CSM for Fab India, Cochin ensuring the profitability and smooth operations
as also the administration part of the store.

 The job responsibilities include handling day to day customer requirements

 Maintaining the guest relations as per Fab India standards all around the
country.

GUEST RELATIONS EXECUTIVE | JANUARY 2006 – NOVEMBER 2006 |

LEELA KEMPINSKI KOVALAM BEACH RESORT, KERALA

Worked as GRE at Leela Kempinski Kovalam Beach Resort, Kerala ensuring 100%
guest satisfaction at all points of time. The Executive is the “One Point Spot”, where all
guest queries, requests, complaints can be solved promptly, professionally and
efficiently.

 Ensure guests are welcomed in the Traditional Indian Style

 Rooms the guest & informs them on the various facilities in the Hotel
 Ensures that all guest requests are attended to the Front Desk
 Pays special attention to important guests and makes sure that they are
satisfied with all aspects of the stay
 Assist in answering inquiries pertaining to Hotel services, shopping, dining,
entertainment, travel & tour information
  Assist the Reception staff if necessary, with check in and checkout of guests
 Keeps track and follows up on all customer requests such as wake up calls,
reconfirmation of travel tickets, airport drops, check out timings
 Ensures special room amenities as per guest requests like honey couple or 1 st
wedding anniversary etc
 Keeps track of the birthdays, anniversaries of the guests staying at the hotel.
Arranges cakes and flowers accordingly and personally takes the same to the
room to wish the guest
 Assists the Reception in Group Check- in & Check out
 Monitors record of room availability and guest accounts using computers
 Ensures that all guests fill the customer feedback form on check out and
handover the same to the Front Office Manager

BANQUET SALES EXECUTIVE | JANUARY 2004 TO DECEMBER 2006 |

TAJ MALABAR RESORT & SPA, COCHIN

 Handling the bookings of a Banquet hall (300 persons), a Lawn (500 people)
and a Board Room (10 people)
 Handling of all telephonic and walk in enquiries and ensure that all the inquiries
are confirmed
 Follow up with the customers on the room requirements if it’s a Residential
Conference
 Coordinate with the guest and Chefs on the menu depending on the cuisine
and tastes of the guests
 Coordinate and inform the various departments on the confirmed information
concerning the individual departments with the help of the available formats
and a final meeting 3 days in advance of the conference or function
 Ensure the set targets and budgets are met for each month

CAREER HIGHLIGHTS

o A consistent performer with a proven track record of increasing revenues

o Participated in the Kerala Travel Mart at Cochin through Flora Group of Hotels,
Apartments & Resorts, Dubai
o Participated in the Arab Travel Mart in 2008 at Dubai through Flora Group of
Hotels, Apartments & Resorts, Dubai
o Had a major role in launching the Events & Conference department at Flora
Creek Hotel Apartments, Dubai
o Received many guest comment appreciation certificates and gifts as a token of
appreciation from many Guests of different nationality
o Received many guest comment appreciation certificates from the General
Managers of Leela Kempinski Kovalam Beach Resort, Flora Park & Flora
Creek Hotel Apartments, Dubai
o Was the Conference In charge for the Forbes National Conference held in
Leela Kempinski Kovalam Beach Resort, Kerala. Was the one-point contact for
the entire conference, the stay & entertainment
o Awarded an appreciation certificate from the Vice President, Forbes India for
the successful co-ordination & arrangements held for the Forbes National
Conference
o Was awarded “Best Personality” – 2nd runner up at Taj Malabar, Cochin
o Was awarded First place at the Marketing Campaign for Proctor & Gamble
(South Zone)
o Was awarded First place at the Youth Parliament Competition conducted under
the aegis of Mother Theresa Women’s University
AREA OF INTEREST

o Excellent at coordinating International & National conferences, seminars as

well as all kinds of social functions
o Ensuring high quality services, resulting in customer delight and optimum
resource utilization for maximum service quality
o Ensuring maximum customer satisfaction by closely interacting with in-house
and potential guests to understand their requirements and customizing the
product and services accordingly
o Excellent written, communication, inter personal, liaison and problem solving
skills with the ability to work in multi cultural environment

ACADEMIC PROJECTS

o At Taj Malabar Resort & Spa, Cochin, 2002 – in Front Office, Housekeeping,
Sales, Food & Beverage Service & Production
o Travel Agency Operations at Speed Wings Travel & Cargo (P) Ltd., Cochin
o Teacher’s Training at Bhavan’s Adarsha Vidyalaya Kakkanad
o Product Promotion Campaign organized by Proctor & Gamble

ACADEMIC CREDENTIALS

o Post Graduation in Masters in Tourism & Travel Management (M.T.T.M) from

Mother Theresa Women’s University, Kodaikanal, Tamil Nadu, 2001 – 2003
o Graduation in Bachelors of Arts in Communicative English,
St. Xavier’s College, Alwaye, Kerala

DECLARATION

I hereby declare that the above given information is true to the best of my
knowledge and belief.

Place: Kochi, Kerala, India

Date: 07-05-2019
(SUNAYNA KRISHNA)