Luis Gonzales

Luis Gonzales

Cluster Quality Assurance & Training Manager at Carlton Downtown Hotel
Lives in Dubai, United Arab Emirates

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About me

22 August 2018

The Human Resource Department


Dear Sir/Madam

Greetings of the day!

I am interested to apply for any Managerial Job vacancy position that is currently open in your company.
The opportunity presented in this vacancy is very interesting, and I believe that my strong background in the Front Office, Trainings and F&B and the education that I had will make me a very competitive candidate for this position. The key strengths that I possess for success in this position include:
• I am well verse and gained experiences on both the Front Office, Trainings and Food & Beverages department.
• I strive for continued growth & excellence
• I provide exceptional contributions in revenue generations and exceeding targets.

With a BS degree in Hotel and Restaurant Management, I have a full understanding of the job requirements for the position.

I am looking for a good opportunities and new challenges in my career.
Please see my resume for additional information on my experiences.
I can be reached anytime via email at luis.gonzales5@yahoo.com or my in my mobile phone +971-050 8453095.
Thank you for your time and consideration. I look forward to speaking with you about this employment opportunity.
Sincerely,

Luis Gonzales

Experience

19 years and 4 months

  • Cluster Quality Assurance & Training Manager

    Carlton Downtown Hotel - Dubai, United Arab Emirates

    Human Resources
    May 2017 - Now · 2 years and 2 months

    Responsible for conducting scheduled audits in all hotel operations and ensuring that to provide a tangible insight into the hotels adherence to Carlton Brand Standards in terms of; • Guest services • Guest stay experience • Property condition and cleanliness Maintain company Brand Standards database and coordinate with all Brand Standard editors with any new or amended standard •Ensure that Brand Standards are clearly communicated to hotels including and new or updated standards •Conduct hotel Brand Standard Audits as per company schedule •Issue audits and improvement planner •Discuss hotel audits and improvements planned with key stakeholders such as the General Managers Area Vice President and the Chief Operating Officer •Monitor improvement plans of audited hotels •Maintain a database of hotel deviation approvals of Brand Standards •Liaise and facilitate Brand Standards with Corporate Vice Presidents based on area of responsibility

  • Training Manager

    Warwick Hotel - Dubai, United Arab Emirates

    Human Resources
    October 2016 - May 2017 · 8 months

    The overall scope of a Training Manager is to ensure that all employees receive the training necessary to perform their job according to Warwick International standards. • To design, co-ordinate and implement training activities for the staff, supervisors and management of the entire Hotel • To identify the training needs of staff , supervisors and management • To conduct induction and other suitable training programmes for all new colleagues • To organize safety, fire prevention and mandatory training programmes for all colleagues • To organize programmes for staff on methods, procedures and systems in guest handling, selling, cost consciousness etc. • To organize periodic supervisory development programmes • To co-ordinate with departmental heads on various training programmes • To assist Director of human resource in organizing executive development programme • To have adequate information so as to be able to recommend external training programmes which might be of value in enhancing the professional capabilities of colleagues in the Hotel and by application of which the Hotel would benefit • To take theory or practical classes independently or with the help of the concerned departments for all trades in the Hotel • To discuss with the concerned department heads on any problem that the employees may have • To maintain liaison with interns and have one on one meetings • To supervise, plan and co-ordinate the training of all Industrial trainees in the Hotel • To analyze guest complaints for identifying areas which require improvement, and handling training requirements for these areas • To maintain a Hotel library and collection of slides, films and other training aids • To consciously and constantly develop better training material so as to make the training sessions more informative and enjoyable • To send required reports to the Director of Human Resources • To liaise with external companies for necessary training need arises

  • Rooms Division Manager

    Orchd Vue Hotel - Dubai, United Arab Emirates

    Rooms division
    April 2016 - October 2016 · 7 months

    Responsible for managing the Front Office Team & Housekeeping, leads the Team consisting of Front Office services team, IT, Housekeeping, Reservations & Transportation. Responsible for setting up Operations standard, monitors traffic email reservations on different booking channel distribution & responsible on achieving the financial targets. Organizing office operations and procedures; controlling correspondence, designing filing systems; assigning and monitoring clerical functions. Oversees daily/monthly departmental expenses based on the budget that set for the department. Handles guest concerns and ensures effective service recovery is in place, as necessary. Manages the Guest Service Team and ensures happy people = happy guests = excellent hotel revenue

  • Sr. Duty Manager

    Jumeirah Living World Trade Center Residence - Jumeirah Group - Dubai, United Arab Emirates

    Front Office reception
    August 2013 - August 2016 · 3 years and 1 month

    • Manages & supervise the smooth and efficient daily operation of the Front Office, ensuring all guests, residents and visitors receive an optimum level of service and care at all times by adhering to the Jumeirah Signature Standards to create the Jumeirah – Stay Different experience. • Playing a pivotal role in the day to day operation of the hotel & Facility Management and handles guest complaints in the most effective and efficient manner to the best interest of the guest & hotel. Conducts briefing & attend schedule meetings. Do night audit running as a reliever to Night Manager. • Working closely with other department of the hotels to ensure smooth hotel operation • Actively involved in, the new applicable new processes /procedure manuals which is beneficial to the company and its guest. Coordinate with housekeeping & engineering for room’s quality check. • Over all in charged in the operation in the entire hotel during the absence of Senior Management. Take charged during emergency cases until Executive committee arrives. To comply with the property’s health, safety and hygiene procedures and maintain grooming standards and ensure that residences/tenants and owners are receiving optimum Jumeirah services at all times. Take charge during emergency in the absence of senior managers. • Ensure high levels of guest service standards are delivered to achieve guest satisfaction • Supervise Guest Services Executives and Team Leaders, in charge of training department for incoming colleagues and in house trainings. • Responsible for the Front Desk's compliance with all accounting functions as set out in the Financial policy- Actively participate in the recruitment of front office colleagues • Manage closely the arrival process with all it's functionality including Profile & CID update • Review daily figures and understand rate strategies, Is present at the front desk to control the level of service

  • Front Office Manager

    Burj Holiday - Dubai, United Arab Emirates

    Front Office reception
    August 2015 - April 2016 · 9 months

    Responsible for managing the Front Office Team of the Burj Holidays, leads the Burj Holidays Rental Homes Team consisting of Lifestyle services team, IT, Housekeeping, & Transportation. Responsible for setting up Operations standard on Holidays Home, monitors traffic email reservations on different booking channel distribution & responsible on achieving the financial targets & revenue generations. Organizing office operations and procedures; controlling correspondence; designing filing systems; assigning and monitoring clerical functions. Oversees daily/monthly departmental expenses based on the budget that set for the department. Handles guest concerns and ensures effective service recovery is in place

  • Hotel Duty Manager

    Burj Al Arab - Jumeirah Group - Dubai, United Arab Emirates

    Front Office reception
    January 2010 - August 2013 · 3 years and 8 months

    • Manages & supervise the smooth and efficient daily operation of the Front Office, ensuring all guests, residents and visitors receive an optimum level of service and care at all times by adhering to the Jumeirah Signature Standards to create the Jumeirah – Stay Different experience. • Working closely with other department of the hotels to ensure smooth hotel operation • Actively involved in, the new applicable new processes /procedure manuals which is beneficial to the company and its guest. Coordinate with housekeeping & engineering for room’s quality check. • Over all in charged in the operation in the entire hotel during the absence of Senior Management. Take charged during emergency cases until Executive committee arrives. • To comply with the property’s health, safety and hygiene procedures and maintain grooming standards and ensure that residences/tenants and owners are receiving optimum Jumeirah services at all times. • Ensure guests feedback are handled and reported as per company policy, Ensure VIP guests receive a special attention, Maintain appropriate standards of conduct, uniforms, appearance and posture of front office colleagues • Responsible for colleagues performance reviews and coaching, Work closely with the Departmental trainers and Handle Trainings • Ensure rate variance, high credit limits, room’s discrepancy are monitor in daily basis and act precisely with the Hotel policy and procedure. Keep very close relations with all VIP guests and ensure their guest satisfaction • Do rounds of the premises of the hotel and with good relationship with Security • Ensure that Front Office colleagues adhere to the correct procedures in terms of punctuality, SOP, Safety and Procedure that Hotel implement. Set a high example in regards to punctuality, appearance, performance, attitude, leadership, guest relations, observance of the house rules and loyalty. Trainings attended: Revenue Management Fire & Safety Training First Aide Course Fire Fighting & Rescue Course for Company Response Team Keys of Luxury Experience Keeping the Basic Right 7 Habits for Managers The Carrot Principles First Aid Training Introduction to Leadership Trained the Trainers Certification training/ Group Trainer Certified

  • Front Office Supervisor

    Burj Al Arab - Jumeirah Group - Dubai, United Arab Emirates

    Front Office reception
    February 2008 - January 2010 · 2 years

    • Fully accountable for the supervision & management of the reception and Butler services area and ensure that standard operating procedures are being practice by all colleagues base on the daily operation in the Reception & Butlers side Ensure that all guests’ needs and requirements are met, providing at all times a high level of guest service and satisfaction by working and liaising closely with all departments. Establish and develop personal guest contact. Administration job such as roster making, requisition of items, conducting trainings for new colleagues and checking all transaction in the front desk area within the day & promoting feedback from the guests for the improvements of the services of the hotel. • In charge of departmental trainings delivery for 2 year for 200 colleagues, that includes new recruits orientation programme, Front Office and Butlers Trainings, In house training delivery for various standards, create training modules, identify training needs, coaching • Consistently offer professional, friendly and engaging service • Greet, check in and settle guest accounts while ensuring all service standards are followed • Assist guests regarding hotel facilities in an informative and helpful way Trainings attended: Task Trainer Group Trainer 1st Step to Leadership 7 Habits Butler's Team Leader Development Workshop Introduction to Butler Service Standards Introduction to Burj Al Arab Cashiering Standards Creating Ultimate Experiences Training Programme At Burj Al Arab Opera Training with 3C,HOTSOS Training, Magnum International Butler Training

  • Guest Service Officer

    Burj Al Arab - Jumeirah Group - Dubai, United Arab Emirates

    Front Office reception
    February 2007 - February 2008 · 1 year and 1 month

    As Guest Service Executive - Front Office, we have to provide reception services for Guests to contribute to an overall exceptional experience from check-in through check-out and complete audits, as required and provides personalized in room check in for all guest. Ensure an efficient reception experience for Guests, including check in/out, and complete audit procedures, as required • Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from guests and, or, other departments • Attend appropriate training courses, when required, and assist with the Night Team’s training and development efforts • Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties • Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy • Act in accordance with policies and procedures when working with front of house equipment and property management systems

  • Front Desk Receptionist

    Madinat Jumeirah Resort - Jumeirah Group - Dubai, United Arab Emirates

    Front Office reception
    September 2006 - February 2007 · 6 months

    • Responsible for check in and check out for all arriving and departing guest. • Ensure that highest level of service in food and beverages is being observed in accordance to the set standards of the hotel. • Fully in charge of the entire villa operation from replenishing the amenities and setting up the arriving rooms. • Provides personalised service to all in house guest request and it needs to deliver in a timely & professional manner.

  • Restaurant Supervisor

    Mandarin Oriental Hotel Group - Manila, Philippines

    F&B service
    May 2004 - September 2006 · 2 years and 5 months

    • Supervising & Leading the team for the day to day operation of the restaurant • Conducts trainings and briefing on a daily basis • In charge of the daily inventories for wines, spirits and other alcoholic beverages • Conducts appraisals for waiters, asst. waiters in the absence of the Restaurant Manager • In charge of serving food & beverages in accordance to Hotel standard. • Do outlet cashiering for the entire operation • Responsible for doing the Mis en place of the restaurant prior to opening • Setting up the Restaurant and requisition of linens & inventory in charged

  • Front Desk Agent

    Marriott Hotel - Torrance, CA, United States

    Front Office reception
    May 2003 - February 2004 · 10 months

    • Responsibility includes smooth check in & check out for all incoming and departing guest, checking are variances and allocating rooms for all arriving guest. In room Set up for all arriving VVIP guest, replenishing the rooms on a daily basis which includes fruits, mini bar, flowers etc. and setting up the club lounges for cocktails.

  • Executive Butler

    Manila Diamond Hotel - Manila, Philippines

    Front Office reception
    January 2001 - May 2003 · 2 years and 5 months

    • Responsible of room Set up for all arriving VVIP guest, Attending to all guest request such as bookings for Restaurants etc. and to abide to all Hotel operating standards at all times. Replenishing the rooms on a daily basis and setting up the club lounges for cocktails.

  • Front Office Agent

    Raffles Hotels - Singapore

    Front Office reception
    June 1999 - May 2000 · 1 year

    • Responsibility includes smooth check in & check out for all incoming and departing guest, checking are variances and allocating rooms for all arriving guest. In room Set up for all arriving VVIP guest, replenishing the rooms on a daily basis which includes fruits, mini bar, flowers etc. and setting up the club lounges for cocktails.

Education

  • BS Hotel & Restaurant Management

    Philippine Women's University - Hospitality and Tourism Management

    June 1996 - November 2000

    Graduated

Languages

1 language

  • English

    Professional working

Personal information

Nationalities

  • Philippine

Date of birth

May 17th 1977

Driving License

Yes

Skills

10 skills

  • Budgeting/P&L
  • Excellent computer skills
  • F&B micros
  • Good in microsoft
  • Powerpoint
  • Property management
  • Recruitment & Selection
  • Rostering
  • Trainings
  • Use opera
Connections
SYED BASEERUDDIN
Duty Manager at Sheraton Sharjah beach resort and spa
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