Experience

Metrojet Limited

• Hong Kong
• Airlines and Aviation
• 100 - 200 Employee

• Aviation Customer Service Manager

  • Sep 2019 - Present

  This role is an oversight of the customer process and experience to ensure smooth operation and optimum efficiency in line with best practice in the prestigious business jet aviation market.  Engages with the clients and guests/passengers throughout the entire service experience.  Ensure customer security access is prepared and site safety regulatory is in compliance and adhered.  Made travel arrangements for flights, sightseeing, hotel bookings, entertainment, and other tours.  Created effective customer service procedure, policies, and standards.  Responsible of client’s areas such as reception, waiting area, VIP lounge, meeting rooms and dining area.  Prepared and display beverage and provide lunch and snack options for guests.  Maximized sales revenues through up-selling and back bone support to marketing programs.  Worked with Marketing Department with all activities on business acumen showcase. Hong Kong-based Metrojet Limited; is a prestigious business aviation service provider with presence throughout Asia Pacific. Metrojet Engineering Clark (MEC) is a state-of-the-art, integrated hangar, parking, and maintenance facility conveniently located in Clark International Show less



West Makati Hotel

• Philippines
• Hospitality
• 1 - 100 Employee

• Hotel Manager

  • Mar 2019 - Sep 2019

   Manage over all hotel operation. Inspect facilities regularly and enforce strict compliance with health and safety standards.  Plan activities and allocate responsibilities to achieve the most efficient operating model  Develop and implement an intuitive and efficient marketing strategy to promote the hotel services  Responsible for managing employees and for planning, marketing, coordinating and administering hotel services catering and accommodation facilities  Manage over all hotel operation. Inspect facilities regularly and enforce strict compliance with health and safety standards.  Plan activities and allocate responsibilities to achieve the most efficient operating model  Develop and implement an intuitive and efficient marketing strategy to promote the hotel services  Responsible for managing employees and for planning, marketing, coordinating and administering hotel services catering and accommodation facilities



Cupid's Arrow Cafe

• Oriental Mindoro, Philippines

• Operations & Training Manager

  • Jun 2018 - Mar 2019

   Manage all over operations and is responsible for the effective and successful management of labor, productivity, quality control and safety measures.  Responsibilities include interviewing, selection, and hiring; training new and existing employees, planning, assigning and directing work.  Manage all over operations and is responsible for the effective and successful management of labor, productivity, quality control and safety measures.  Responsibilities include interviewing, selection, and hiring; training new and existing employees, planning, assigning and directing work.



Lily Beach Resort & Spa, Maldives

• Maldives
• Hospitality
• 1 - 100 Employee

• Training Manager

  • Mar 2018 - Jun 2018

  • Develop, implement, and monitor training programs within an organization. • Evaluate needs of company and plan training programs accordingly. • Manage staff of classroom facilitators, demonstrations, on the job training, meetings, conferences and workshops. • Coordinate with department to deliver Training programs and leadership development interventions • Monitor and conduct learning and development reviews with each department • Prepare annual training plans and training calendars • Promotes and informs employees about all training programs. • Displays leadership in guest hospitality, exemplifies excellent customer service and creates a positive atmosphere. • Helps employees identify specific behaviors that will contribute to Excellent Service Especially in F&B and Front Office department. • Ensures employees receive on-going training to understand guest expectations. • Uses effective training methods to ensure employees have a good understanding of guest satisfaction and can demonstrate guest satisfaction skills. • Observes service behaviors of employees and provides feedback to individuals and/or managers. • Ensures all training and development activities are linked to the company’s mission and vision. • Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance. • Establishes guidelines so employees understand expectations and parameters. • Tailor specific trainings in F&B, Housekeeping & Front Office. • Provide leadership development education and provide performance feedback. Show less



Anantara Hotels, Resorts and Spas

• Thailand
• Hospitality
• 700 & Above Employee

• Guest Service Centre Unit Head (Pre-Opening Team)

  • May 2016 - Mar 2018

  Quality & Learning Coach/Trainer Supervised leads and directed Guest Service Centre Agents during the shift. Trained, coached and monitored agents’ performance. Demonstrated well-developed written and oral communication Managed telephone, concierge and communication operations. Quality & Learning Coach/Trainer Supervised leads and directed Guest Service Centre Agents during the shift. Trained, coached and monitored agents’ performance. Demonstrated well-developed written and oral communication Managed telephone, concierge and communication operations.



Shangri-La Group

• Hong Kong
• Hospitality
• 700 & Above Employee

• Telephone & Guest Service Centre Manager

  • Jul 2015 - Apr 2016

  • Supervised leads and directed Guest Service Centre Agents during the shift. • Trained, coached and monitored agents’ performance. • Demonstrated well-developed written and oral communication • Managed telephone operations. • Supervised leads and directed Guest Service Centre Agents during the shift. • Trained, coached and monitored agents’ performance. • Demonstrated well-developed written and oral communication • Managed telephone operations.



The St. Regis Abu Dhabi

• United Arab Emirates
• Hospitality
• 200 - 300 Employee

• Butler Service Desk Supervisor

  • Jun 2013 - Jul 2015

  • Supervised leads and directed the Butler Service Desk agents during the shift. • Handled internal & external calls in professional and refined manner. • Monitored telephone etiquette and gave feedback accordingly. • Assist Guest Relations & Butler team on amenities and handling VIP guests. • Initiated applicant interview and demonstrated selection process in coordination with Director of Butler. • Departmental Learning Specialist • Supervised leads and directed the Butler Service Desk agents during the shift. • Handled internal & external calls in professional and refined manner. • Monitored telephone etiquette and gave feedback accordingly. • Assist Guest Relations & Butler team on amenities and handling VIP guests. • Initiated applicant interview and demonstrated selection process in coordination with Director of Butler. • Departmental Learning Specialist



The Ritz-Carlton Hotel Company, L.L.C.

• United States
• Hospitality
• 700 & Above Employee

• Call Centre Shift Leader / Supervisor

  • Oct 2011 - May 2013

  • Supervised leads and directed the large PBX team (entire Call Centre Agents) during the shift. • Handled internal & external calls including Executive Residence and Hotel guests in large 5 star properties. • Supervised Call Centre Department. • Worked with the Front Office team in a property of 465 combined hotel & residence rooms. • Provided continuous training to all Call Center Agents. • Assisted Front Office Manager on interviews, selection and hiring of new employees. • Departmental Trainer & Quality Coach Show less



The Ritz-Carlton Hotel Company, L.L.C.

• United States
• Hospitality
• 700 & Above Employee

• Guest Relations Officer

  • Feb 2009 - Jul 2011

  • Coordinated & assisted Concierge, Front Desk, Executives, and Managers with correspondence.• Handled volume of calls and resolved guest issues.• Received internal and external emails, and executed suitable correspondence letter.• Pay attention to necessary details in a fast paced environment and supervised the in-charged team.• Performed administrative tasks, hotel tour and site inspection. • Departmental Trainer

• Front Desk Agent

  • Jul 2007 - Feb 2009

  Provided a warm welcome to the guests.• Responsible for Check-in and Check-out of guests.• Updated guest profiles and assisted guests with all requests.• Coordinated calls including guest inquiries, hotel reservations, restaurant reservations, airline confirmation, excursion and hotel transportation. • Maintained discretion regarding confidential information of guests and company that passed through Department Manager’s office.



Starbucks

• United States
• Retail
• 700 & Above Employee

• Barista / Customer Service Coordinator

  • Jul 2005 - Jun 2007

  Performed administrative task and handled incoming calls and inquiries. • Coordinated quality food and beverage customer service. • Suggested new products that increased earnings. Performed administrative task and handled incoming calls and inquiries. • Coordinated quality food and beverage customer service. • Suggested new products that increased earnings.



Mina A' Salam Madinat Jumeirah - Jumeirah (Pre-opening)

• Dubai, United Arab Emirates

• Guest Services Executive – Club Lounge

  • Jul 2003 - Mar 2005

  • Welcomed the guest to the hotel in Club Executive Lounge and Premium Leisure Club. • Check-in and check-out of VIP guests. • Attended incoming calls and arranging reservations and other guest requests. • Prepare F&B buffet set up and service for Breakfast, Afternoon tea and Happy Hour. • Welcomed the guest to the hotel in Club Executive Lounge and Premium Leisure Club. • Check-in and check-out of VIP guests. • Attended incoming calls and arranging reservations and other guest requests. • Prepare F&B buffet set up and service for Breakfast, Afternoon tea and Happy Hour.