Grace Claveria Rom

Grace Claveria Rom

Guest Services Manager at Al Bandar Rotana and Al BandarArjaan by Rotana
Lives in Dubai, United Arab Emirates
over 6 months ago

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About me

Working at hospitality industry providing the highest customer care and services. During 13 years of experiences I have learned, adapted, enhanced and developed my self with patience and motivation, on the same has willingness to take challenges and responsibilities within the company.

Experience

12 years and 10 months

  • Guest Services Manager

    Al Bandar Rotana and Al BandarArjaan by Rotana - Dubai, United Arab Emirates

    Front Office reception
    July 2017 - Now · 1 year and 8 months

     Looking after the day to day operation and administration of the Front Office  Forecasts, plans and prepares the Front Office duty rota  Handles and conducts team performances (Personal Development Plan, setting up targets and action plan, midyear and annual review)  Creates, amends and implements departmental standards, policies and procedures  Runs departmental and group trainings  Receives and actions guest feedback and complaints in a timely and professional manner  Handles and replies guest surveys and reviews  Responsible for selecting, interviewing and hiring potential candidates for the department

  • Guest Services Manager

    Al Ghurair Rayhaan by Rotana - Dubai, United Arab Emirates

    Front Office reception
    March 2014 - July 2017 · 3 years and 6 months

     Handle guest complaints and assist in maintaining smooth relationships between management and guest by resolving problems arising from guest complaints and attending to their requests and queries in a timely manner  Elicit guest feedback and preferences, regarding hotel services and ensure action is initiated on the same to maximize guest satisfaction  Monitor guest service personnel (Drivers, Doorman, Lobby Hostess, Team Leaders, Bellboys and Captains) to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure  Maintain an up to date knowledge of the Hotel information and local services, including operating hours, promotions, events, attractions, and any allied information  Organize and implement all special needs, personal preferences and amenity distribution in accordance to the department standards

  • Assistant Manager Club Rotana

    Amwaj Rotana - Dubai, United Arab Emirates

    Front Office reception
    January 2012 - February 2014 · 2 years and 2 months

     Responsible for the supervision of the Club Rotana Lounge and subsections. Providing efficient Guest Services in accordance with the objectives, performance and quality standards established by the Company. Maintain excellent relationship with the Hotel Guests at all time and make sure that all staff is well trained to deliver sufficient and friendly service.

  • Team Leader Guest Services

    Amwaj Rotana - Dubai, United Arab Emirates

    Front Office reception
    December 2010 - January 2012 · 1 year and 2 months

     Maintains effective communication with all related departments to ensure a smooth service delivery.  Extends personal service and attention to all guests, with particular emphasis to Club Rotana and VIP Guests.

  • Front Office Team Leader / Front Desk Agent

    Al Murooj Rotana - Dubai, United Arab Emirates

    Front Office reception
    July 2005 - January 2010 · 4 years and 7 months

     Certified Departmental Training Coordinator.  Advance OPERA system operated.  Responsible for receiving guests in a professional and friendly manner, satisfying guest’s expectations from arrival to departures.  Allocating rooms for the arrivals of the day.  Handling cashiering.  Taking reservation and answering all inquiries.  Escorting guest to the rooms.  Show around the different areas of the hotel, promoting the hotel outlets and special promotions.  Handling guests complaints, queries and demands.  Responsible for day to day operation of the Hotel Reception as a Team Shift Leader.  Responsible for making and taking action of room discrepancy, skipped room and credit limit report.

Education

  • Bachelor Degree of Education

    Laguna State Polytechnic University - Hospitality and Tourism Management

    June 1999 - April 2003

Languages

2 languages

  • Tagalog

    Native or fluent

  • English

    Full professional

Skills

1 skill

  • PMS – OPERA PMS – MICROS MICROSOFT OFFICE, EXCEL
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