Guest Relation Manager/Reception Manager
The Penthouse, FIVE Palm
Jumeirah, Dubai Apr 18 – Present
Managing a team of 9 hostesses and overviewing the operation of guest bookings from end to end, ensuring a smooth process overall.
- Responsible for developing and maintaining the acknowledgement of all VIP, repeat and special occasion guests visiting the property.
- Managing the Guest Relations Database.
- Handled customer requests and feedback including response to online reviews; making appropriate service recovery gestures to ensure 100% customer satisfaction.
- Planning and organizing monthly meetings with senior management to present customer satisfaction results along with daily shared file updates. Design and application of action plans, incentives and recognition programs to improve employee performance.
- Coordinating special arrangements for customers including VVIP guests.
- Acted as "Manager on Duty" and ran the Venue with a team of 19 people to achieve customer service KPI on a quarterly basis as well as increasing the daily sales by 70% of the overall revenue.
- Pioneered new accounts and maintained a strong, growing customer base.
- Thoroughly learned the company's product offerings and contributed to an increase in monthly sales. TRACY MARY CRAMER
Curriculum Vitae
Al Quoz, Dubai, U.A.E
addfjy@r.postjobfree.com
https://www.linkedin.com/in/tracycramer/
Date of birth: Nov 9th, 1995
Marital Status: Single
Nationality: Indian
Food & Beverage Hostess - Brasserie
Le Royal Meridien Beach Resort & Spa
Al Mamsha Street, Marina, Dubai Dec 16 – Apr 18
Responsible for the satisfaction and happiness of all guests within the Brasserie restaurant, overlooking the tea and coffee lounge as a Barista (AL Murjan).
- Greeting incoming/departing guests
- Escorting guests to their seating
- Ensuring all open items have an expiry label
- Handling open and closing duties
- Check temperatures of freezers, refrigerators, or heating equipment to ensure proper functioning.
- Reporting to the MOD
- Order, receive, or stock supplies or retail products.
- Receive and process customer payments.
Experience
Colleagues Objective
To pursue A role within an establishment where my experience and professionalism can fulfil its true potential. After experiencing the status of a Guest Relation Manager at the prestigious and ultra-busy ‘Penthouse’ outlet, FIVE palm Jumeirah. I would now like to be rewarded with a title and salary that reflects my maturity and commitment that I have portrayed.
Experience
Public Relations Assistant
Park Hotel
Kolkata, India Apr 15 – Oct 16
Assisting the public relations manager to ensure the smooth operation of the department while considering the guests needs.
- Manage calendars (Editorial, press-conference, events)
- Brainstorming and planning sessions
- Assist in organizing of events and campaigns
- Ensuring smooth operation of the department
- Assisting the managing of client relations
>>References available upon request<<
‘’Incredible experience is what it is to have a party at Penthouse. The most rocking place in Dubai and a must visit for all party lovers. Ambience, Food, Shisha, Alcohol and Music - was all out of the world. Couldn’t have planned a better surprise for my husband than this one. The best Birthday ever. Big Thanks to Tracy for the personalised attention and assistance she gave me all throughout from the conceptualisation to the end of the party . She made every bit of my arrangement very convenient. Resources like her are indeed an Asset” –
Alexander O Dwyer – Co-founder, A.R.M.A (Tripadvisor)
“Upon arrival we were greeted with a beautiful smile from Tracy, who led us to our table with the most incredible views overlooking both the palm and the marina. We were then supplied with excellent service from the team of hostesses, who really went out of their way to accommodate us. On a whole, our evening was organized and executed with superb professionalism by our hostess Tracy, allowing us to relax and take in the breath taking views in cool ambiance. The experience has definitely changed our views on booking a table, and we are now planning our next big night out at the Penthouse.”– Gavin England – CIO, Fitter Sports Platform (Tripadvisor)
Leadership Reading
Organization
Ambition
Enthusiasm
Adaptability
Punctuality
Persistence
Dependability
Positivity
Empathy
Guest Reviews
Badminton Basketball
Fitness
HOBBIES
Singin
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Qualities Qualifications
Bachelor’s Degree in Business Management
Dr Grahams Homes I.C.S.E
Dr Grahams Homes I.S.C
Barista Certificate
Personal Hygiene Certificate