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Manager Customer Service

Lapu-Lapu City, Cebu, Philippines
August 01, 2020

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Leny Monsanto

United Arab Emirates

Abu Dhabi

Telephone: +971-*********

E-mail Address:

OBJECTIVE: To secure a challenging position to expand my learning’s, knowledge and skills within an international hotel groups.


Passionate and ambitious Food & Beverage professional focused on delivering unique and memorable guest experience.

Certified departmental trainer by Hyatt Hotels Corporation.

Restaurant, conference and banqueting management.

Thorough understanding of guest experience management module (GEM).

Capable to manage large operations independently under pressure.

Met and exceeded objectives by providing prompt, attentive hospitality services within a fast-paced food and beverage operations, including taking various additional responsibilities, delivering exemplary customer service with multiple recognitions and rewards.

Applied strong leadership talents toward supporting a diverse team of 50+ different nationalities with multicultural work environment.


Park Hyatt Abu Dhabi Hotels and Villas (306 rooms)

Team Leader - The Café / Park Grill April 2017- Present

To be responsible and accountable for smooth operational running.

Handling a team of 34 full time staff.

Successful training of team to be confident and deliver the high volume breakfast and dinner operation.

To ensure that departmental strategy is disseminated to all staff in their area of responsibility in liaison with the operation manager.

Work with others to plan cross departmental events and initiatives.

To implement actions to ensure highest levels of customer service are maintained in line with the management goals.

To respond to customer feedback to ensure service recovery through clear direction to supervisors.

To train and empower staff in the team to resolve customer concerns with the least amount of inconvenience.

Team Leader – Events Service January 2017- March 2017

Handling high volume and special VIP events.

Handling a team of 14 full time staff and casuals depending on business.

Delivery of snagging list for events venues and maintaining the condition of events areas at all times.

Experienced butler service for VIP guests and deliver excellent customer service.

Waitress – The Café / Events Service June 2013- December 2017

Provide assistance to banquet manager in the serving of guest during banquet functions and to ensure positive guest experience.

Greet and welcome the guests and respond to their needs and requests in a friendly manner.

Taking responsibility of a particular event assigned and entertains guest needs promptly and swiftly.

Check day to day requirements for operation and order accordingly through i-scala or birchstreet.

Handling guest queries and complaints and update the same to managers at all times.


Bachelor of Science in Computer Science

University of Lapu-Lapu and Mandaue Philippines


Available upon request

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