Diane Kristine Arcilla

Lake Louise, AB T** *E*

+1-403-***-**** ad4dxe@r.postjobfree.com

Diane Kristine Arcilla LinkedIn

PROFESSIONAL SUMMARY

Experienced and highly motivated hospitality professional with 13 years of experience in cruise line industry and

2 years in land base hotel. With proven leadership skills, responsible and ability to work with other departments.

SKILLS EDUCATION

Property Management System, Watsons, Fidelio Hotel, Resort & Restaurant Management,

Cruise Management, Vingcard and vision, and Post Graduate Certificate

DRS (Dynamic Reporting System) experience Centennial College Ontario, Canada

Successfully managed all front desk operations January – August 2021

Outstanding hospitality, focused customer

service Hotel & Restaurant Management, Bachelors

Effective decison-making abilities Central Philippine University Iloilo City,

Ability to resolve problems Philippines

Strong communication and organizational skills June 1999 – October 2005

WORK EXPERIENCE

Royal Service Assistant Manager (Switchboard Assistant Manager) Sept. 9, 2022 – Jan. 23, 2024

Fairmont Chateau Lake Louise Alberta, Canada

Oversee switchboard operations within Royal Service

Lead and manage all aspects of the Royal Service department and ensure all service standards are

followed with friendly and engaging service.

Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable

moments for our guests.

Ensure employees are informed daily about priorities to personalized services.

Ensure daily assignments/tasks are monitored and completed by the team in timely manner.

Participate in hiring and training new Royal Service Supervisor and Royal Service Agents.

Prepare payroll on bi-weekly basis.

Working Manager role, actively engaging via phone, emails, and other direct communication within the

hotel.

Scheduling Royal Service Agents shifts and maintaining set productivity for the department.

Royal Service Supervisor (Switchboard Supervisor) Oct. 12, 2021 – Sept. 8, 2022

Fairmont Chateau Lake Louise Alberta, Canada

Assist in recruiting and initial training of Royal Service Agents.

Providing ongoing training of procedures of Royal Service Agents and proper management of training

manual.

Conducting performance appraisals.

Creating Royal Service Schedule and maintaining set productivity for the department.

Acknowledging guest compliments and complaints and ensuring guests needs are exceeded.

Maintain strong working relationships with other departments and affiliated agencies; such as their

representatives.

Ensuring the evaluation and performance management needs of royal service agents are met.

Taking charge of the telephone, pager, and radio communication system and their repair with our local

provider.

Complete monthly call statistic reports and communicate the information to department heads.

Ensure that the hotel information channels are kept up to date.

Participate in departmental communication meetings.

Respond to all emergency situations involving the hotel or its guests.

Work shifts as business levels dictate.

Ensuring the safety and well being of our guests and co-workers by having a working knowledge of

crisis and emergency procedures.

Assist Front Desk when needed.

Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction.

Adhering to the hotel's environmental initiatives.

Performing other duties as assigned.

Front Office Manager Jan. 11, 2016 – Jan. 3, 2020

Genting Cruiselines / Star Cruises Hong Kong

Person in-charge of the Front Office Department aided by Assistant Front Office Manager, Embarkation

Manager, Front Office Supervisor, Embarkation Supervisor, Guest Services manager/Guest Services

Supervisor, Head Concierge, Receptionists, Bellmen, Embarkation Staff and Guest Services

Coordinator.

Is responsible for all activities of the Front Office as well as other activities relating to the effective and

efficient operation of the vessel.

Participate in the selection of the Front Office crew.

Train, cross and re-train of the Front Office crew.

Supervise workloads during shifts.

Maintain working relationship and communicates with all sections and departments.

Maintain Master Key Control.

Ensure that the Front Office cash floats are properly handles by the crew by following the policies and

procedures as authorized by Star Cruise.

Verify that accurate cabin status information is maintained and properly communicated.

Update group information, maintain, monitor and prepare group requirements. Relay to the appropriate

concerned.

Work within the allotted budget for the Front Office.

Received information from Executive Assistant Manager and/or the Hotel Manager and pass on to

his/her crew.

Verifies the banking operations of hi/her crew at the end of each shift.

Schedules and conducts regular Front Office meetings.

Ensure that house rules and policies are adhered to by the crew consistently.

Ensure that the crew works in the conformity with the ship’s Safety Policies and Procedures. Upholds

the ship’s commitment to hospitality and professional service.

Assistant Front Office Manager Aug. 29, 2013 - Nov. 23, 2015

Genting Cruiselines / Star Cruises Hong Kong

Assist the Front Office Manager in his/her responsibility for all activities of the Front Office as well as

other activities relating to the effective and efficient operation of the vessel.

Assist the Front Office Manager in organizing, directing and coordinating the activities of the Front

Office; ensuring authorization of telephone and facsimile calls from the ship.

Ensures that the crew adheres to all policies and procedures established by the company. Particularly the

correct authorization of telephone and facsimile calls form the ship.

Organizes and ensures that the Front Office cash floats are properly handled by the crew by following

the policies and procedures as authorized by Star Cruises.

Ensures effective communication within the Front Office and also with all other sections and

departments. This is very important since the Assistant Front Office Manager will often be the manager

on duty in the absence of the Front Office Manager.

Handle guest complaints, comments and ensures communication to the Front Office Manager.

Thorough conversant with Fidelio Computer System.

Familiar with Emergency Procedure and Safety onboard and adherence thereof.

Conversant with facilities and services available onboard the vessel and ensure crew knowledge of the

above.

Update daily matters in the Front Office daily communication logbook and other logbooks.

Ensure that the highest standard of guest service is maintained and recommends to the Front Office

Manager any suggestions for improvement.

To carry on with the position as Front Office Manager in his/her absence, and directly reports to Hotel

Manager and Executive Assistant Manager.

Assigned as Set Up Team in M/V Henna for Front Office until it was decommissioned

Front Office Supervisor Feb. 3, 2012 - July 28, 2013

Genting Cruiselines / Star Cruises Hong Kong

Assists the Assistant Front Office Manager in organizing, directing and coordinating the activities of the

Front Office; ensuring the smooth operation and proper administration of the section.

Ensures that the crew adheres to all the policies and procedures established by the company particularly

the correct authorization of telephone and facsimile calls from the ship.

Organizes and ensures that the Front Office cash floats are properly handled by the crew by following

the policies and procedures as authorized by Star Cruises.

Thorough conversant with Fidelio Computer System.

Familiar with Emergency Procedure and Safety onboard and adherence thereof.

Conversant with facilities and services available onboard the vessel and ensure crew knowledge of the

above.

Ensure that all operating equipment within section is in good working condition and regularly

maintained.

Ensure that the highest standard of guest service is maintained and recommends to the Front Office

Manager any suggestions for improvement.

Assumes other duties assigned by the Front Office Manager from time to time.

Supervises and handle all section’s matters in the absence of Assistant Front Office Manager.

Ensure complete stock of all office supplies and all operational matters whilst on shift and reports any

relevant information to the Assistant Front Office Manager.

Record all incidents during his shift, action taken and follow-up, if necessary.

Is responsible for checking the Cabin Occupancy on a daily basis.

Conversant with the Night Auditing and Micros resetting function.

Front Office Receptionist May 16, 2007 – Jan. 2, 2012

Genting Cruiselines / Star Cruises Hong Kong

Is responsible for the daily efficiency and smooth operation of the Front Desk.

Conversant with the Fidelio Computer System, PABX, Vingcard Key System and all other operating

equipment in the Reception area.

Responsible for warm, hospitable and efficient service to all guests.

Conversant with accommodation, cabin availability and facilities onboard the vessel.

Handles guest comments, queries and complaints in the most professional manner possible.

Conversant and adherent to all company policies and procedures.

Ensure flawless operation of the piped-in music as well as the in-cabin movie system and change of

video tapes at specified on a daily basis.

Handles cashiering tasks.

Handle all foreign currency conversions for guests in accordance with foreign currency policies and

procedures.

Is responsible for: precise update of guest’s information in the Fidelio Computer System in preparation

of settlement of account prior to ship’s arrival; receipt and banking of all kinds of currencies; public

address system at the Back Office; checking the cabin occupancy on a daily basis; checking the daily

operational checklist of the Front Desk and cabin up-selling task onboard to gain revenue for the Front

Office section.

Conversant with Night Auditing function.

In the event of Front Office Supervisor is absent, he/she can act as Shift Leader but only assigned by the

Front Office Manager / Assistant Front Office Manager.

Assume other duties as assigned by the Supervisor as and when required.

TRAININGS

ACCOR Global Leadership Program

Train-The-Trainer

Contact this candidate