• Assisted guests during check-in and check-out, ensuring a smooth and welcoming arrival process.

• Performed room assignments, guest verification, key issuance, and payment handling.

• Delivered personalized service and assisted with special requests and concierge inquiries.

• Collaborated with housekeeping and maintenance to ensure rooms met Marriott 5-star quality standards.

• Handled guest complaints professionally, resolving issues promptly to enhance satisfaction.

• Managed internal and external calls with professionalism following Marriott SOPs.

• Handled emergency calls, service requests, wake-up calls, and guest inquiries.

• Coordinated effectively with culinary, engineering, housekeeping, and front office teams.

• Ensured accurate and timely entry of guest information in the CID system.

• Guest Relations & Customer Service Excellence

• Front Desk Operation & Telephone Handling (AYS)

• Guest Check-in/Check-out Procedures

• Personalized Guest Experience

• Complaint Handling & Resolution

• Coordination with Housekeeping & Operations

• Professional Communication (Phone, WhatsApp, Email)

• Office Administration & Record Keeping

• Leadership & Social Skills

• Public Speaking & Presentation

• Microsoft Office Suite

• Multitasking & Time Management

• Trained Debater – WSDC Format (Debate Network Nepal)

• Founder – Youth Can Social Welfare Club

• Finalist & Best Quizzer Award

• Certified Master of Ceremony (MC) – Dharan Jaycees

Name: Catalina Susan

Company and Position: General Manager of Marriott Alforsan, Abu Dhabi

Email: catalina.susan@marriott.com