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Front Office Customer Service

Qibla, Kuwait City, Kuwait
March 19, 2020

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Ma. Teresa O. Parana



Well-trained and experienced professional eager to utilized knowledge, expertise and customer service skills for a rewarding role in a Hospitality Industry. Holds 10+ years proven track record in handling wide range of customer service with key strength in delivering quality assistance. Recently faced and successfully triumphed over greater challenge of establishing client relations and customer service. Consistently demonstrate strong competencies in carrying out multiple tasks simultaneously, organizing various activities, streamlining operations, establishing new improvements, performing well under pressure, coordinating with third parties and surpassing performance parameters. Strategic and fast track achiever with excellent communications, interpersonal, coordination skills with presentable personality and professional business style.


+ Well-trained & Experienced

+ Administration Management & Office Coordination

+ Team Spirit + Communication Skills

+ Commitment to Service Excellence + Proactive, Versatile, Performance-driven CAREER SNAPSHOT

Millennium Hotel and Convention Center Kuwait (Pre-Opening) Jan 2015 till present Administrative Secretary, Fouad Al Ghanim Automotive – Official dealers of luxurious brands- Audi, Lamborghini & Skoda. KU Nov 2010 – Aug 2014

Front Office Supervisor, Ritz Hotel. KU Mar 2008 – Nov 2010 Reservation Agent, Ritz Corniche Hotel. KU Jan 2005 – Mar 2008 ACHIEVEMENTS

Achieved consistent career growth due to excellent performance demonstrated in work profile. Performed, assigned workload with indefinable enthusiasm, commitment, honesty, dedication and drive towards contributing to continued business growth. Consistently demonstrated resourcefulness and initiative in support of management with flexibility in working well in cross-functional teams.

Gained comprehensive knowledge and through understanding of the entire flow of the hospitality industry.


Telecommunication Supervisor Functions

Perform the leadership function of the switchboard department. Establish and maintain effective all round control of the department through delegation and coordination Work closely with both management and colleagues, stimulating motivation and a sense of group satisfaction. Participate and share colleague’s views by holding regular meetings. Effective running of the switchboard by controlling the following: Guest calls, Management calls, Calls for hotel department, International calls.

Training colleagues in the correct switchboard procedures according to corporate standards. Ensuring that accurate administrative records are kept e.g. guest comments, log book maintenance. Ensuring that information concerning which Manager and which Duty Managers are on duty is correct and clearly shown.

Ensuring that line checks are done at the beginning of each new shift and the out of order lines are reported accordingly

Reporting of guest complaints/ feedback to the Front Office Manager. Ensuring that all staff in the department are familiar with emergency procedures. Mobile: +965-******** / Email: Page 2 of 2

Ma. Teresa O. Parana

Administrative Assistant Functions

Provide accurate, efficient and committed office work support to the senior management. Manage all support services for the entire office. Help in preparing documents, briefing papers, reports. Collect, organize and summarize information as requested. Sort out all incoming/outgoing mails and correspondence on the base of urgency, priority, confidentiality or routing to facilitate quick and efficient service to the concerned. Draft memos and letters for internal and external correspondence and keep records of the same

Take care of the confidential files, matters and documents. Uphold strict confidentiality thereof. Manage Senior Manager’s diary: schedule and duly organize appointments, events and Organize details of travel arrangements including flights, visas, accommodations and car hire. Accordingly prepare, compile, and maintain records and vouchers Coordinate and organize internal or external meetings, presentations, conferences and workshops. Review daily time sheets, travel requests and hire orders of personnel directly reporting to top executives. Front Office Supervisor Functions

Assist in scheduling and delegating work to the Front Desk, Reservations Bell, Valet and Transportation Make recommendations to management regarding development, training and corrective action of team members. Follow up on guest history, group, block, pick-ups and cut off dates. Remain current on room rates, room availability and emergency procedures. Resolve or refers to other management all guest concerns, complaints or suggestions in a continuous effort to provide superior guest service.

Responsible for promoting the hotel core values, Honesty, Personal Integrity and Team before Self. Be aware of and adhere to strictly all the safety procedures set in the hotel policy related to my department as well as hotel operation.

Provide courteous service to our guests and cordial to all team members. Provide information and explain property amenities & marketing programs to our guests. Relay accurate information on transportation arrangements from airport to hotel, input document such request. EDUCATION

Bachelor of Science in Hotel and Restaurant Management La Consolation College Bacolod, Philippines


On Job Skills Training(Certified Trainer)

Managing Colleagues Training (Certificate)

Essential Skills Training For Managers And Supervisor (Certificate) Star Of The Department Awardee 2016

Sales & Marketing Coordinator Cross Training

Learning And Development Admin Support Cross Training IT SKILLS

MS Office Suite (Word, Excel, PowerPoint, Outlook, Access, DMS) Proficient with E-mail Conversant in Fidelio System 6.20 (8) Opera PMS Version (4.0) HotSoS (Hotel Service Optimization System) PERSONAL DETAILS

Nationality: Filipina Date of Birth: 11th May 1974 Marital Status: Single Status: 18 Visa Languages: English, Tagalog & Arabic Reference Upon request

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