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Tourism professional with a distinguished background in luxury hospitality, shaped through progressive experience in bespoke guest services, refined front-of-house operations, and elevated guest engagement. Experienced in handling VIP clientele, including royals, diplomats, celebrities, and influencers. And recognized for meticulous attention to detail with a strong commitment to curating seamless, memorable, and high-touch guest experiences. Demonstrates exceptional capability in guest antici
Expérience
Concierge - Pre Opening
Four Seasons Resorts and Residences at Shura Island
• Coordinate and book guest transportation services, including airport pickups, drop-offs, and personalized city tours—managing 100+ bookings monthly, and 200–300+ bookings during peak event periods, with a fleet comprising sustainability friendly car—lucid, Mercedes eqs, & Mercedes viano. • Respond promptly to guest inquiries through multiple channels including telephone, WhatsApp, email, and in-person at the concierge or front desk. • Provide guided tours within the hotel premises and to nearby attractions, delivering engaging and informative experiences. • Increased monthly tour upselling volume to 10–35 tours per month, contributing to enhanced guest engagement and revenue performance. • Make reservations on behalf of guests at restaurants, salons, entertainment venues, parks, shopping centers, and any other requested services. • Offer tailored recommendations based on guest preferences, both for on-site amenities and off-site destinations. • Deliver exceptional guest service by going above and beyond to anticipate needs and exceed • Provide personalized and anticipatory service to guests from arrival through departure. • Remain actively mobile throughout the shift, including standing, sitting, or walking for extended periods. • Engage with guests to ensure their needs are met promptly and efficiently. • Maintain a high level of professionalism, grooming, and service standards. • Collaborate with various departments to ensure smooth service delivery such as Housekeeping, Food and Beverage, Spa, and most especially, Front Desk. • Uphold the brand standards and values in all interactions with guests and colleagues.
Private Concierge - Pre Opening
The Luxury Collection
• Coordinate and book guest transportation services, including airport pickups, drop-offs, and personalized city tours—managing 100+ bookings monthly, and 200–300+ bookings during peak event periods, with a fleet comprising GMC, Mercedes, and BMW vehicles. • Respond promptly to guest inquiries through multiple channels including telephone, WhatsApp, email, and in-person at the concierge or front desk. • Provide guided tours within the hotel premises and to nearby attractions, delivering engaging and informative experiences. • Increased monthly tour upselling volume to 10–35 tours per month, contributing to enhanced guest engagement and revenue performance. • Make reservations on behalf of guests at restaurants, salons, entertainment venues, parks, shopping centers, and any other requested services. • Offer tailored recommendations based on guest preferences, both for on-site amenities and off-site destinations. • Deliver exceptional guest service by going above and beyond to anticipate needs and exceed expectations. • Assist guests with luggage handling, including lifting and transporting bags weighing 15–20 kg, while ensuring proper care and safety • Provide personalized and anticipatory service to guests from arrival through departure. • Remain actively mobile throughout the shift, including standing, sitting, or walking for extended periods. • Engage with guests to ensure their needs are met promptly and efficiently. • Maintain a high level of professionalism, grooming, and service standards. • Collaborate with various departments to ensure smooth service delivery such as Housekeeping, Food and Beverage, Spa, and most especially, Front Desk. • Uphold the brand standards and values in all interactions with guests and colleagues.
Client Support Specialist
Global Strategic Business Process Solution
• Communicate professionally with clients via voice calls and email, ensuring clarity, empathy, and effective resolution of inquiries. • Assist clients with concerns related to essential utilities, including water, electricity, gasoline, and waste management services. • Schedule and coordinate appointments for utility service transactions and maintenance visits. • Create and manage service cases using internal software systems, ensuring accurate documentation and timely updates. • Closed 30–50 cases weekly, maintaining precise documentation and timely follow‑ups in alignment with service-level expectations. • Monitor and update case statuses (e.g., Pending, In Progress, Closed), evaluating the urgency and prioritizing cases accordingly. • Follow up with internal teams and external service providers to ensure timely resolution and client satisfaction. • Maintain a strong understanding of utility services procedures and escalation processes to guide clients appropriately.
Front Desk Associate
Daluyon Beach and Mountain Resort
• Efficiently manage guest check-ins and check-outs, ensuring a seamless and welcoming experience. • Assess and prioritize guest needs and special requests with attention to detail and professionalism. • Coordinate and book transportation services, including airport pickups, drop-offs, and local transfers. • Promote and upsell resort activities, tours, and local experiences to enhance the guest’s stay. • Boosted monthly tour participation by more than 67%, increasing average bookings from 20–30 monthly to over 50+ through effective upselling. • Deliver exceptional guest engagement by going above and beyond to exceed expectations and create memorable moments. • Anticipate guest needs and provide prompt, personalized assistance to ensure satisfaction and comfort. • Serve as a local tour guide, providing insightful and engaging tours to key tourist attractions and landmarks. • Escort guests from the airport and offer informative city tours during transfers. • Respond promptly to guest inquiries through multiple communication channels including WhatsApp, phone calls, and email. • Stay informed on local events, new attractions, and daily weather forecasts to keep guests updated and well-informed. • Handle advance reservation bookings and maintain accurate scheduling and plotting of guest itineraries. • Accommodate walk-in guests and provide flexible check-in options to maximize occupancy and guest convenience.
Customer Service Representative
Ubiquity
Formation
Bachelor of Science in Tourism Management — Tourism Management
University of St. La Salle
Compétences
Professionnel