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Customer Service

Location:
Dubai, Emirate of Dubai, United Arab Emirates
Salary:
5000 AED
Posted:
May 17, 2020

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Resume:

Lourdino Rivera Cuenco

Phase-* Al Khail Gate, Bldg. 48 Room 309

Al Quoz, Industrial Area

Dubai, United Arab Emirates

Contact No.: +971*********

E-mail add.: adc96b@r.postjobfree.com

Experience

Guest Relations – Butler

Burj Al Arab

Dubai, United Arab Emirates

P.O. Box 74147, Dubai, UAE

Oct 2009 - May 2019 (9 years 8 months)

Purpose/Scope:

Ensuring at all times that all guest needs and requirements are met and to demonstrate a high and consistent level of organization & management. Communicating & providing feedback at all times with all the related departments & to be consistently proactive in anticipating guest needs and requirements.Welcomes guests in a traditional Arabic manner. Recognizes all repeat and important guests.Establishes and develops personal guest contact, promotes feedback and is constantly proactive in anticipating guest needs and requirements. Anticipates and meets guests needs and requests, ensuring complete guest satisfaction. Duties and Responsibilities:

Responsible for all guest requests and ensures that all request are fulfilled by coordinating with concerned departments.Provides a full cashier services including check out & currency exchange rate & services

Is responsible and ensures the suites are well serviced and maintained to the highest standard.

Bears a full and comprehensive knowledge of the hotel including all departments, services, outlets, amenities and functions.

Ensures the guests are familiar with all the facilities and services within the suite.

Is continual source of help, assistance and information to all guests.

Maintains a high level of communication and feedback within the department.

Is continually proactive within all areas of operation.

Reports for duty punctually and in accordance to the issued department duty roster.

Is responsible for the cleanliness of the Butler pantry on allocated floors and ensuring that the pantry is correctly stocked and maintained according to set standards.

Attends daily pre-shift briefings.

Performs other duties and responsibilities as assigned by Senior Management.

Builds a thorough report with all in house guests and maintains interaction in order to facilitate guest recognition and obtain specific individual needs, likes and dislikes in order to maintain guest history files.

Maintains the privacy and ensures security of in-house guests.

Coordinates with the Butler team leader for any guest requirement and follow up.

Ensures a full and complete shift handover related to guest information and follow up.

Escorts guest to the destination and ensure departing guest are led to their respective mode of transportation.

Adheres to policies and procedures according to the Butler Department processes.

Conducts hotel / suite show round for guests.

Provides a full cashier services including check out & currency exchange rate & services. Private Bar Store – In Charge Duties and Responsibilities:

Making requisitions for Private bar items using ADACO ( beverages, alcohol, snacks, power banks and relief packs ) Complimentary items ( water, juices, fruits, dates. ) After completion of ordering ask for the AOM signature and submit requisition to the receiving area.

Pick up items in receiving area if supplier comes. Follow up with receiving area any items that can be picked up.

Organize and refill all items in the Private Bar Store and assure that FIFO first in first out is followed.

Relieving Order Taker for break, making requisitions, reading e-mails, replying to all emails, answering phone calls, posting charges in the MICROS.

Collect all Private bar dockets / receipts and issue the charged items back to the designated floors.

Issuing amenities to colleagues as per number of arrivals at their designated floors.

Daily shift inventory and complete handover to be given to the next shift. Branch Supervisor

Häagen-Dazs Shops / Al Hokair Company for Tourism and Development Kingdom of Saudi Arabia

P.O. Box 57750, Riyadh 11584 K.S.A.

May 2007 - Dec 2008 (1 year 8 months)

Duties and Responsibilities:

Consistently delivers our Customer Service.

Maintains a comprehensive knowledge about all Haagen-Dazs products.

Handles customer requests and complaints in a positive and professional manner.

Maintains a positive working environment so as to promote a culture of passion, teamwork and respect.

Supervises shop staff and ensures all company rules and procedures are followed.

Assist with the completion of the weekly staff schedule.

Maintains highest standards of ethics and integrity.

Undertakes duties as required by shop manager and assistant shop manager.

Assist in the execution of brand promotions.

Store Supervisor

A&W Restaurant / Al Hokair Company for Tourism and Development Kingdom of Saudi Arabia

P.O. Box 57750, Riyadh 11584 K.S.A.

July 2004- May 2007 (2 years 11 months)

Duties and Responsibilities:

Consistently delivers our Customer Service.

Maintains a comprehensive knowledge about all A&W products.

Handles customer requests and complaints in a positive and professional manner.

Maintains a positive working environment so as to promote a culture of passion, teamwork and respect.

Supervises shop staff and ensures all company rules and procedures are followed.

Assist with the completion of the weekly staff schedule.

Maintains highest standards of ethics and integrity.

Undertakes duties as required by shop manager and assistant shop manager.

Assist in the execution of brand promotions.

Project Draftsman - Architect

Hilmarc’s Construction Corporation

1835 E. Rodriguez Sr. Avenue, Cubao, Quezon City

May 1998 – March 2002 (3 years 11 months

Duties and Responsibilities:

Gathering and making files of the following documents:

Transmittal Sheet, Construction Records and Specifications.

Architectural, Structural, Sanitary, Electrical, Mechanical and must be familiar with the drawing.

Making shop drawings (concrete and reinforcement drawing) Daily Supervision.

Coordinate with the sub-contractors to ensure that all works has been in accordance with the approved plans and specifications.

Coordinate with the designer on various changes in design prior to implementation. Education

Don Honorio Ventura Technological State University College Degree, Bachelor of Science in Architecture 1991-1996

Certifications

CROSS TRAINING IN BUTLER SERVICE DEPARTMENT- JUNIOR BUTLER Ms. Charlotte Martin- Director Learning and Development JUMEIRAH- BURJ AL ARAB

SUPERVISORS TRAINING PROGRAM

Mr.Yasser Hassan- A&W Area Manager

A&W- M. AL HOKAIR & SONS GROUP

MAGNUMS BUTLERS TRAINING

Ms. Josephine Ive- Principal Trainer of Magnums Butler International JUMEIRAH- BURJ AL ARAB

THE BRITISH BUTLER SCHOOL

Mr. Wayne Fitzharris- Director of the British Butler School JUMEIRAH- BURJ AL ARAB

Honors & Awards

Employee of the month- A&W Restaurant

Nov. 2014

Recognition Award- Burj Al Arab

May 2011

Behind the scenes award nominee- Burj Al Arab

June 2011

Behind the scenes award nominee- Burj Al Arab

Oct. 2010

Nominee Rising Star Award- Burj Al Arab

Feb. 2010

Star of the month Awardee- Burj Al Arab

July 2017

Skills

Hospitality Service > Customer Service > Front Office > Cashiering > Food & Beverage > Supervisory > Store keeper > Micros Symphony System > Opera PMS > ORACLE > MERCURY > HOTSOS > Touchscreen POS System> ADACO System > Microsoft Outlook,Excel,Word CHARACTER REFERENCES:

Ms. Stephanie Zawada

Assistant Guest Relations Manager - Butlers

Burj Al Arab

P.O. Box 74147

Dubai, United Arab Emirates

Tel. Nos. +971*********

E-mail: adc96b@r.postjobfree.com/ adc96b@r.postjobfree.com Mr. Rizaldy Jimenez

Store Manager- Haagen- Dazs

Abdul Mohnsin Al-Hokair Company for Tourism & Development P.O. Box 57750, Riyadh 11584

Kingdom of Saudi Arabia

Tel. No. +966*********

E-mail: adc96b@r.postjobfree.com



Contact this candidate