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

+971-**-****-***

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

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