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Assistant Front Office Manager, Duty Manager

Location:
United Arab Emirates
Posted:
October 04, 2016

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Banyan Tree Al Wadi

Al Mazraa, PO Box *****

Ras Al Khaimah,

United Arab Emirates

Mobile: + 971 561074465

Mobile: + 971 508988462

acww0c@r.postjobfree.com

Emmanuel Lopez

Objective

Experience

To be able to work in a stable company wherein I can fully utilize my skills not only in the field of customer service, but marketing and management as well. Committed, reliable, thorough, and loyal, works well under pressure and easy to adapt to changes. Highly motivated and strong will to success and progress. Customer-focused with proven leadership and guest relation skills with effective communication skills in English. Team player, result-oriented knowledge and understanding of Fidelio and opera system and Protel system.

March 26, 2013 to present

Banyan Tree Al Wadi, Ras Al Khaimah

Duty Manager

Directs and controls all subordinate Front Office staff to ensure that day to day operational matters are handled on time and guest expectations are met.

Provides guidance and assistance to Front Office supervisory staff helping them in the execution of their responsibilities and helping them to set their own goals and objectives

Oversees the service standards in all Front Office areas ensuring that they conform to the requisite standards and meet or exceed customer expectations.

Assists in the preparation of duty rosters, vacation planning and scheduling and public holiday scheduling for all Front Office staffs and ensure most efficient use of manpower resources.

Assists in the preparation of the hotel’s annual budget, and helps to maximize the yield of the hotel and control departmental expenses.

Conducts frequent front and back of house checks ensuring mise-en-place, service procedures, standards of cleanliness and hygiene, repair and maintenance, employee grooming, and manning levels are in order and takes appropriate action where necessary.

Assists in the maintenance of efficient administration preparing and submitting reports on time as directed.

Assists in the selection, training and evaluation of subordinate employees.

Coaches, counsels, disciplines and develops subordinate employees.

Acts as a liaison between the Front Office Manager and Front Office supervisory staff, updating him/her on issues of importance.

Oct 22, 2010 to Mar 25, 2013

Banyan Tree Al Wadi, Ras Al Khaimah

Senior Resort Host

Ensures that all reception staff performs duties in accordance with resort policy.

Ensures the efficient operation of all Front Office departments, by directing all the front office associates.

Participates in all staff and training meetings as directed by the Front Office Manager.

Responsible for conducting training, refreshment courses and evaluation for all the front office associates.

Provides current information about the resort facilities, services, functions and special events to Front Office staff as required.

Handles guest request and immediately assists with problems and complaints in order to have guest satisfaction.

Make sure guest expectations are met by the front office associates and interact with guest actively soliciting their feedback.

Coordinate with different department to make sure of the smooth operation daily.

Offer any assistance to all guest request or demands.

Assists guest for any reservation: restaurants, tours, spa treatments etc.

Provide butler service if guest request it.

Ensure that the guest leaves the resort satisfied and happy.

Ensures that all activities are carried out honestly.

Performs other duties as may be requested by the Front Office Manager

May 26, 2010 to Oct 2, 2010

Al Nawras Hotel Apartments by Auris

Night Manager

Being a part of Pre-opening team for Al Nawras Hotel Apartments, I have been responsible for making the policies and procedures for the department and being actively involved in all areas of departmental planning and organization.

Ensures the efficient operation of all Front Office departments, by directing all the front office associates.

Responsible for conducting training, refreshment courses and evaluation for all the front office associates.

Maintains information regarding current contract and rack rates.

Keep associates informed regarding VIP’s checking in and out.

Handles guest requests and immediately assists with problems and complaints in order to have guest satisfaction.

Make sure guest expectations are met by the front office associates, and interact with guests actively soliciting their feedback.

Coordinate with different department to make sure of the smooth operation during the shift.

August 15, 2008 to May 19, 2010

Banyan Tree Desert Spa & Resort, Al Areen Bahrain

Villa Host

Ensures that all reception staff performs duties in accordance with resort policy.

Ensures the efficient operation of all Front Office departments, by directing all the front office associates.

Participates in all staff and training meetings as directed by the Front Office Manager.

Responsible for conducting training, refreshment courses and evaluation for all the front office associates.

Provides current information about the resort facilities, services, functions and special events to Front Office staff as required.

Handles guest request and immediately assists with problems and complaints in order to have guest satisfaction.

Make sure guest expectations are met by the front office associates and interact with guest actively soliciting their feedback.

Coordinate with different department to make sure of the smooth operation daily.

Offer any assistance to all guest request or demands.

Assists guest for any reservation: restaurants, tours, spa treatments etc.

Cook breakfast, afternoon tea or set basic meal.

Take care of guest Laundry services and ironing.

Provide butler service if guest request it.

Ensure that the guest leaves the resort satisfied and happy.

Ensures that all activities are carried out honestly.

Performs other duties as may be requested by the Front Office Manager.

January 2008 to August 10, 2008 Ahlordson’s Inc

Part time Sales Manager / HR Consultant

Responsible for conducting initial interview, test administration, and conducting our company orientation.

Monitor our sales people and their prospective projects.

Conduct Performance management for our staffs.

Report to the operation Manager for our budget, sales forecast and projects.

September 2007 to December 2007 Rendezvous Hotel NZ ( The Pacific Restaurant)

Waiter

Responsible in setting table cutlery, serviettes and condiments before the start of meals.

Seat the guest when they arrive, take their orders and serve food and beverages.

Familiarize the menu and recommend dishes, drinks and wines when taking orders.

Clear used cutlery and replace table setting when guests leave.

Serve individual portion or dishes and refill drinks when requested.

Aug, 2006 to Aug, 2007 Chesham Recruitment Inc.

Recruitment Manager

Responsible for conducting initial interview, test administration, monitoring of pre-employment requirements and conducting our company orientation, the company they would be working if they get accepted and the rules and policies of the company and orientation of the country.

Conduct orientation to the candidates prior documents compliance and employment contract discussion

Provide timely reports/updates on status of all candidates who have successfully pass the screening and final interview.

Communicate with the Client and ensuring them of a smooth flow of recruitment process.

Communicate company policies thru staff meetings and memoranda.

Assures that teamwork and communication goes hand in hand in our company.

Nov, 2005 to July, 2006 Century Park Hotel, Philippines

Guest Service Agent

Welcome guest upon arrival and registers them according to established standards and procedures.

Ensures guest satisfaction on a consistent basis.

Follows established telephone standards.

Knows guest room security, emergency and fire procedures, encourage the use of safe deposit boxes and adheres to procedures for their use.

Develops a professional and courteous working relationship with colleagues within the Front office and maintains an effective flow of communication with all hotel personnel.

April 2004 – October 2005 First Quadrant Company, Philippines

Global Business Associate

Promotes Philippine product to consumers.

Strengthens family ties by providing work to individual, families and friends.

Provides training and seminar to newly business associates.

Developed marketing tools that can easily be understood by consumers their by helping them in their business.

July 2000– March 2004 Intercontinental Hotel Jeddah K.S.A.

Guest Relations Supervisor cum F.O. Shift Leader / Club Floor Supervisor

In charge of the operation in the Intercontinental Lounge for VIP guest.

Handle 10 staffs for the guest relation valet.

Prepare room blockings for the VIP and expected guest arrival.

Act as Butler for the VIP guest staying on the executive and business floor.

In charge of the breakfast operation in the Intercontinental Lounge which cater for 60 sittings.

Enhances personal recognition and prompt attention to guests from their arrival through their departure.

Provides VIPs and Six Continents Club Members the special treatment they expect.

Updates Guest History files on a regular basis.

Reviews next arrivals for unexpected VIPs.

Prepares and supervises the distribution of guest amenities, welcome letters and fruit baskets.

Escorts Six Continents Club Members and VIP s to their allocated rooms.

Plans for unexpected VIP arrivals.

Attends to guest’ needs, queries and request promptly.

Promotes hotel facilities whenever possible.

Handle guest’s complaints immediately and follows up on action thoroughly.

Assists in compiling and analyzing departmental expenditures.

Reports daily activities in Logbook.

Inspects amenities set up in guest rooms.

Abides by set standards of conduct, dress, appearance, and posture.

Maintain effective employee relations within the Guest Relations Department.

July 1997 - Dec 1999

Asian Bank Quezon City, Philippines

Bank Teller

Saved the company from incurring possible losses.

Convinced clients to avail the different kinds of products and services the company offers such as savings, checking accounts, payroll services, deposit/pick-up services, time deposits, etc.

Accepts and processes deposit and withdrawal and more.

Process new accounts.

Entertain inquiries.

June 1996– June 1997

The Garden Plaza Hotel Manila,

Front Office Clerk

Able to generate revenue for the company by being able to negotiate with clients and convinced them to stay longer with the establishment.

Train new comers of the Front Office department to become efficient and be able to render good service, both, to client, and for the company.

Register and assign room efficiently.

Informs other department and outlets of arrivals and special arrangements.

Attends the guests complaints, inquiries, requests, refers problems to the Supervisor or Manager whenever necessary.

Education

March 1995 Centro Escolar University Manila, Philippines

BS. Commerce, Major in Management

Trainings

IPH -001 Intensive Pre HOD workshop

Basic Safety Course with Personal Survival and Social Responsibility

PACE - Process of Assessment & Continuous Education

Performance management system

Managing Training & Development for the business

Service leadership workshop

Customer Retention and Customer Acquisition Cross and up-selling techniques

Mentoring Skills Training “We Know What It Takes” Program.

Advanced Customer Service (Counterfeit Detection), Integrated Customer Management system training.

Booth Camp System Training on Customer service Advance Training on Customer Handling.

Basic Salesmanship Training Course.

Mentoring

Skills

Success Factors

References

Confident: ability to communicate and establish rapport.

Decision-making: Improve decision making by clarifying goals,

Sharing perspectives, identifying options and created a way forward.

Performance Management/Supervisory: Ability to relate to, communicate with, and motivate employees to sustain high performance and quality levels.

Coaching: Develop and guide others in professional growth and performance enhancement through assuring clarity of goals, employing reflective listening skills, and facilitating the generation of options and action planning.

Delegation: Assign tasks using such techniques as needs analysis, individual skills assessment, objective setting and communication.

Focus on the customer: Seek to know and understand the internal/external customer, to anticipate their needs and exceed their expectations.

Apply Professional, Product or Technical Expertise: Demonstrate the ability to apply technical, product or professional expertise to daily situations.

Share information: Provide information so that co-workers and customers can understand and take action.

Take Responsibility: Demonstrate personal ownership of tasks and follow through to get optimum results.

Build Strong Relationships: Foster trust and cooperation among co-workers and customers develop and sustain personal contact in order to provide mutual benefit.

Foster Teamwork: Work well in a team environment and motivate others to do the same, in order to create and maintain exceptional levels of performance.

Ms. Pitchaya Jirathumtanakul

Front Office Manager

Banyan Tree Al wadi

971 504329433

acww0c@r.postjobfree.com

Mr. Marcel Oostenbrink

Resident Manager

Banyan Tree Al Wadi RAK

971 504329240

Marcel.Oostenbrink@banyantree

Mr. Edgar Nengasca

Assistant Front Office Manager

InterContinental Hotel

PO Box 41855

Jeddah 21531

Saudi Arabia

96626611800 ext 3021/3002

Mr. Rishi Kapur

Front Office Manager

Banyan Tree Resort India

Mr. Yasser Zaid

Front Office Manager

Al Nawras Hotel and Apartments

971 507105463



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