Service Representative Assistant
Resume:
DANILO G.SABID
*** ********** ******, ***. ******* 2 Sasa, Davao City. Philippines
Email Address: *************@*****.***
Mobile number: 094*-**-**-***
Personal Details:
Birthdate : November 06, 1977
Gender : Male
Marital Status : Married
Citizenship : Filipino
Qualification:
College:
Bachelor of Science Major in Management
Holy Cross of Davao College
Sta. Ana Ave. Davao City Philippines
1998 - 2003
Secondary Level:
Davao City High School
1990 – 1994
Employment History August 2007 to Present
Current Position
Guest Service Representative - (Designated as Embarkation Clearance Officer and Assistant Concierge)
Norwegian Cruise Line LTD
7665 Corporate Center Drive
Miami, Florida 33126
Duties and Responsibilities as Guest Service Representative
Leader of the Guest Services Desk staff. Responsible for the training of new staff and ensuring that everybody operates in an effective and efficient manner while maintaining a pleasant and accommodating personality.
Self-sufficient and maintains a good working knowledge of all duties within the Guest Services operation including the telephone switchboard/operator and the night shift.
Supervises crew to ensure that correct procedures are adhered to and that others are giving out correct and consistent information.
Answers the emergency telephone line and takes appropriate, immediate action as necessary.
Manages guest requests in an effective way by taking ownership of the request then following-up until the matter is finalized to the guests’ satisfaction.
Fully familiar with the Guest Recovery program and empowered to utilize as needed.
Records significant guest related issues in the daily logbook for shared knowledge and follow-up.
Oversees the Lost & Found procedures according to Norwegian policy.
Oversees the printing of guest key cards for the upcoming cruise and ensures they are spot checked and handled properly.
Maintains the Guest Services supplies stock, places orders as needed and takes inventories to avoid shortages, overages and waste.
Maintains a cash float for giving change and cashing traveler checks for guests.
Makes public address announcements as needed.
Operates as the “eyes and ears” for the Guest Services Management and is the connection between Guest Services staff and Management.
Proficient in handling Guest complaints and dealing with complex situations as well as representing Management in their absence.
Trains and cross-trains the Guest Services Staff to improve weak areas in the productivity and performance of staff.
Responsible for all activities at the Guest Services Desk as well as other activities relating to the effective and efficient operation of the vessel.
Evaluates performance of the Guest Services Desk staff periodically and recommends appropriate action such as promotions, disciplinary actions or commendations.
Duties and Responsibilities as Assistant Concierge
Directly responsible for all guests in Concierge-Class accommodations (The Haven, Villas, Suites, Penthouses) plus Recommended VIP guests. to answer inquiries and expedite requests in a gracious and professional manner. Wherever possible guests in Concierge- Class accommodations should be kept out of wait lines.
Responsible for the Butler Services being performed to the company standards
Must ensure the Butlers are well versed on expected guest requests; conducts regular briefings to maintain open communication within the Concierge Team.
Prepares, distributes and maintains the VIP list on a cruise-by-cruise basis, including daily updates as needed, to All Department Heads.
Prepares Welcome collateral and monitors any additional collateral being delivered to Concierge-class rooms. Offers business card to guests so they always have the Concierge contact number to hand.
Expedites embarkation, disembarkation and tendering for all identified VIP guests.
Responsible for quality control of VIP Lounge in embarkation terminal including but not limited to maintenance and repair of furniture, F&B set up, check-in staff etc.
Maintains Concierge Lounge and office hours on a daily basis for answering and expediting guest requests and inquiries. Visits guests if they have not been in touch
Coordinates with a Shore Excursion Specialist (as determined by Shore Excursion Department) to provide tour information and arrange personalized charters etc for VIP guests
Ensures visibility in public areas including but not limited to Restaurants, Show Lounges, Gangway etc.
Ensures the amenity and stateroom deliveries are expedited in coordination with the Butlers & Stateroom Stewards or relative staff involved. Provides sufficient ‘Compliments Cards’ to Butlers & Room Service according to policy, and spot checks amenity deliveries for correct presentation.
Facilitates guest requests such as Restaurant Reservations, Shore Excursion booking
Duties and Responsibilities as (AECO) Assistant Embarkation Clearance Officer
Assist Assistant Guest Service Manager (ECO) in Check in guest for restricted Nationalities and or Terminal Staff
Check the Manifest for guest Count
Carry out Terminal Guest Service Manager when crucial time
All significant forms must be carried to the Terminal and provide the list from the Terminal Supervisor Report of 0-5 guest/Expected guest Manifest/(I-418 For Customs Immigration) / Keys/ Stamp for I-94/ Jones Act Form/Public Health Questioner/ Guest Ticket Contract and Kit for Embarkation
Clean the Manifest and informed ECO for discrepancies and correct information or otherwise make Public announcement
Checked missing photographs and missing address from guest’s and send letter
Port Days Prepare Port letter required by Customs Immigration upon arrival
Port Days for embarking guest (Check expected guest and prepare Embark kit such as Key Card/jones Act form if embark in US port/Make up drill letter/ Public Health Questioner. Leave message in the FYI and Fidelio
Disembarking guest Port Day ( Guest to Provide Flight details/Hotels address/ Passport/ with luggage ad meet guest 30minutes before Customs Immigration arrive on board this is case to case basis if require. (For Clearance)
In charge of 1st to 3rd incremental to check for any guest changes
Send Airport Transfer/ In transit Guest letter
Bags Programs letter if available
Richmond Nursing Home Ltd.
19 Seafront Road Cultra
Holywood, Co Down Blk. 18 OBB
Northern Ireland, UK
July 2005 – July 2006
Duties and Responsibilities Housekeeping Supervisor
Responsible for scheduling and administering duties rosters, allocating work to staff
Take charge of overall housekeeping work.
Make preventive maintenance schedule of housekeeping equipments to prevent major breakdown.
Monitor chemical availability
Monitor guest washing and pressing to assume quality of the process.
Monitor an assign projects on area that needs deep cleaning.
Checks and monitor standard cleanliness of Nursing Home properties especially on Public areas.
Provides guests in the absence of the room steward. This includes make up and turn down service.
The Marco Polo Hotel Davao
CM Recto St. Davao City Philippines
October 1999 – July 2005
Duties and Responsibilities Room Steward and Laundry Staff
Carry assigned rooms, mini bar inventory
Cleaned trolleys and in good order
Offers all possible assistance to guest.
Maintain all cleaning equipment in good working order.
Keeps chemical and cleaning lockers clean and orderly.
Reports any loss or damage of linen, furniture, fixtures or equipment.
Familiar with laundry operation Washing/ Dry Cleaning Pressing, Mangler Pressing/removing stain with the use or proper chemical remover
References
Mr. Jikie Ilagan
Crewing Manager
CF Sharp Crewing Management PH.
Intramuros Manila
Telephone: 01163 -2- 5276031
Mrs. Sharon Brians
Richmond Nursing home
19 Seafront. Road Cultra
Holywood, Co Down Blk. 18 OB
Home Phone: 44-028**-*****
Ronan Israel Ramos
Guest Service Manager / NCL PEARL
Norwegian Cruise Line LTD
7665 Corporate Center Drive
Miami, Florida 33126
Contact this candidate