Front Desk Manager or Duty Manager
Resume:
KATHERINE C. VILLAR
Mobile: +780-***-****
Email: ******.*********@*****.***
Experienced Management Professional with a history of working in a Five Star Hotel for 7 years and Airlines Industry. Managed front office operations along with other hotel departments with a dynamic and diverse team and portrayed strong administrative and innovative approached.
Summary of Qualification
Departmental Trainer 2018- Front Office
Employee of the Month: February 2018
Lobster Ink Professionals- Front Office Professional 2018
AICR UAE Receptionist of the year 2017; 2nd round finalist
Nominated as Employee of the Month: July 2016
Dubai Way- Inclusive Service 2019
Skills
Knowledgeable in Front Office Hotel Systems like Opera, Vicas, Visi Online, Micros.
Knowledgeable in Airport Systems like Navitaire, Skyspeed and Skyport System.
Attention to details and works with a high degree of accuracy and multi-tasking.
Self-directed and capable to complete tasks on timeline.
Working Experience
Duty Manager
Mövenpick Hotels and Resorts
Ibn Battuta Gate Hotel Jebel Ali, Dubai UAE
November 2019 up to June 2020
Responsible for monitoring and assisting staff’s performances.
Established a rapport with guests maintaining good customer relationship and handle all guest complaints, requests and enquiries on Front Office Services.
Supervised front office training guides / Departmental Trainer – Concierge, Reception, Guest Relations and Guest Service according to hotel standard operating procedures.
Maximized rooms sales and revenues for the hotel through appropriate yield management, up-selling and inventory management initiatives, working closely with the relevant Heads of Department and Front Office employees.
Conducted yearly performance appraisal, and give employees regular feedback on their job performance.
Ensured that the Front Office team delivers the brand promise provides exceptional guest service at all times and projects a warm, professional and welcoming image.
Responsible for the operations of Front Office with a primary focus on overall operation at Reception, ensuring end of the day procedures and reports are completed in an accurate and efficient manner.
Assisting the Assistant. FOM / FOM in managing Front office.
Ensure that all accounting and auditing practices are in line with company policies, governmental requirements and check audits and registration cards before sending them to accounts.
Making the schedule for the Front Desk and Guest services
Monitoring the lobby and the Reception area.
Cover night duty manager when needed. Night audit i.e; checking the reports needed for municipality and accounting purposes, auditing front office transactions for the entire day, closing the end day report for hotel operations.
Guest Relations and Reception Supervisor
Mövenpick Hotels and Resorts
Ibn Battuta Gate Hotel Jebel Ali, Dubai UAE
March 2017 – November 2019
Responsible for closing pay master and other city ledger (account receivable)
Handling guest surveys and guest complaints.
Taking care of the hotel VIP’s amenities and profiles.
Handling front office training guides.
Departmental Trainer – Concierge, Reception, Guest Relations and Guest Service.
Guest Relations Agent and Reception
Mövenpick Hotels and Resorts
Ibn Battuta Gate Hotel Jebel Ali, Dubai UAE
January 2015 –February 2017
Check in /check out the guest of the Hotel.
Check in /check out the VIP guest of the Hotel, including the High-profile guest and owners of the Company.
Briefing the leisure guest with All-Inclusive and Half Board Packages.
Taking care of the Amenities and other guest requests and handling guest’s complaints.
Handling Cash floats and other monetary system.
Handling Group arrival and departure.
Handling Cash floats and other monetary system.
Selling and offering rooms and promotions.
Airport Representative
Mövenpick Hotels and Resorts
Ibn Battuta Gate Hotel Jebel Ali, Dubai UAE
DWC AL Maktoum International Airport (Area designation)
November 2013 - December 2014
Meet and Greet and Handling guest arrival with pick up request, and arrange the transportation.
Selling of rooms and facilities and amenities that the hotel is offering.
Give all hotel facilities information to the guest and assists them in to the car.
Inform reception manager, concierge or guest relation officers when VIP on their way to the hotel.
Airport Service Agent / Flight Controller
Cebu Pacific Air
NAIA Ninoy Aquino International Airport Terminal 3, Pasay City, Philippines
August 2012 – August 2013
Check-in process, pre boarding- pre departure process and boarding of the passengers.
Assist the passengers under delayed or cancelled flight and irrupt to the next flight available. Give signals to the co-airport service agents for the flight interruption details and irruptions. Closed flight and communicate with the load controllers for the number of passengers plus the load of the aircraft.
Assigned at departure and arrival gates to check tickets, verify passenger counts and announce boarding sections.
Assist those needing special attention, including the elderly and unaccompanied minors, as well as passengers who have missed their flights or hold tickets on flights, which are oversold.
Trainings and Seminars
Complaint Handling - Yearly Training
On the Job Training / Departmental Trainer – Front Office
Movenpick Hotel Ibn Battuta Gate, Dubai UAE
April 2018
-Operator
-Reception
-Guest Relations
Lobster Ink Professional Training
August 2017 – November 2017
Movenpick Hotel Ibn Battuta Gate, Dubai UAE
-Front Office Professional
DELTA AIR LINES as on-the-job Training
November 2011 – March 2012
Room 418 4th Floor International Passengers Terminal Bldg.
NAIA Terminal 1, Pasay City, Philippines
-In-flight Services / Admin
-Airport Customer Service (Operations)
Pro – Payback Selling (Sales and Marketing)
June 22-23, 2014
Tack International – Divisions of CCM Consultancy
Mövenpick Hotels and Resorts, Ibn Battuta Gate Jebel Ali
Dubai, UAE
Airport Security Awareness
August 4, 2011 / July 11, 2012
APDH Barracks, Pasay City, Philippines
-Dangerous Goods and ASAP (Airport Standard Aviation Procedure) trainings.
-Airport Security Precautions and Safety Awareness.
Philippine Airlines Learning Center
-Airport Passenger Handling
-The Work of Flight Attendant
September 25, 2009
Manila, Philippines
Educational Background
Highest Attained Education
Bachelor of Science in Tourism Management
ABE International College of Business and Accountancy
Rempson Bldg Aurora Blvd. Cubao, Quezon City, Philippines
(2008-2012)
Personal Preferences
Age : 29 years old
Birthday : December 11, 1991
Nationality : Filipino
Character Reference: Will be provided upon request
Contact this candidate