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About me
Michaela is an International Hospitality Management graduate from Manila, Philippines who graduated with Latin honors at Enderun Colleges. She also holds a certificate in Hotel Administration from Les Roches International School of Hotel Management. While on the process of finishing her studies, she has taken various internships in different 5-star hotel properties and a fine dining establishment. During her studies, she also created a business plan for a small local sustainable resort which she later successfully opened with her sister. Her strong passion for the hospitality industry drives her to seek more experience in the field of service. She has a working knowledge on software packages such as Opera system, Invoice software, Microsoft Office and is also proficient in all social media platforms. Her key strengths include strong analytical, conflict managing and organizational skills.
Experience
8 years and 10 months
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Lifestyle Executive
FIVE Palm Jumeirah Dubai - The Palm Jumeirah, Dubai, United Arab Emirates
Guest RelationsMay 2018 - Now · 5 years and 11 months♣ Oversee the lobby management during the shift, ensuring that a smooth operation follows. ♣ Supervise guest complaints and follow through with precaution plans to ensure guest satisfaction is met. ♣ Socialize and follow through with guest expectations and requests. ♣ Handling and reporting as well as follow up on guest complains to ensure the standards are met. ♣ Occasional check-in and front office task to cover during the busy operations. ♣ Creating memorable and wow moment for guests. ♣ Main accurate record of communication with VIP guests. ♣ Has a thorough knowledge of, adheres to and enforces the company policies and standards at all time.
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Guest Service Agent
Hilton Dubai Creek - Dubai, United Arab Emirates
Guest RelationsSeptember 2017 - March 2018 · 7 months♣ Achieve positive outcomes from guest queries in a timely and efficient manner ♣ Ensure an efficient reception experience for guests, including check-in and check-out and complete audit procedures ♣ Demonstrate a high level of customer service at all times ♣ Maximize room occupancy and use up-selling techniques to promote hotel services and facilities ♣ Demonstrate a knowledge of hotel room categories, room rates, packages, promotion and other general product knowledge necessary to perform daily duties ♣ Use correct procedures regarding acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy ♣ Comply with hotel security, fire regulation, and all health legislation ♣ Assist other departments such as executive lounge, F&B, sales, etc. as necessary
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Personal Concierge and Club Lounge Agent
Waldorf Astoria Dubai Palm Jumeirah - Dubai, United Arab Emirates
ConciergeSeptember 2016 - June 2017 · 10 months♣ Achieve positive outcomes from guest queries in a timely and efficient manner ♣ Ensure an efficient reception experience for guests, including check-in and check-out and complete audit procedures ♣ Demonstrate a high level of customer service at all times ♣ Maximize room occupancy and use up-selling techniques to promote hotel services and facilities ♣ Demonstrate a knowledge of hotel room categories, room rates, packages, promotion and other general product knowledge necessary to perform daily duties ♣ Use correct procedures regarding acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy ♣ Comply with hotel security, fire regulation, and all health legislation ♣ Assist other departments such as executive lounge, F&B, sales, etc. as necessary
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Preopening Project Manager/Owner
Riverfront Garden Resort - Maragondon, Philippines
Project ManagementJanuary 2016 - September 2016 · 9 months♣ Pre-planning and creation of the business plan ♣ Market Analysis and collection of start-up capital ♣ Application for transfer of properties from Agriculture to Commercial land ♣ Gathering of necessary licenses and business permit from the government ♣ Hiring and Training of the preopening staff members ♣ Creation of SOP’s and budgeting for the whole initial opening months ♣ Handling Issues regarding construction and managing existing contractors ♣ Cost control and application of revenue management ♣ Gathering of Suppliers for construction ♣ Design creation and application to the property ♣ Implementing an operation that revolves around sustainability ♣ Marketing plan and initial execution ♣ Product review bi-annually for further improvement
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Front Office Intern
Al Hamra Residence and Village - Ras Al-Khaimah, United Arab Emirates
ReceptionJune 2015 - December 2015 · 7 months♣ Welcoming the guest into the property followed by the check-in procedure ♣ Assisting the guests through their whole stay while informing relevant departments regarding their special needs and requests (allergies, preferences, etc.) ♣ To be fully aware of hotel’s selling status in order to maximize room revenue and upsell ♣ Billing, posting charges, rebates, foreign exchange and all financial transactions ♣ Answering internal and external calls in the reception desk as well as ensuring that all messages are relayed promptly and accurately ♣ To inform guests of the facilities within the hotel as well as providing details on local information and activities offered nearby ♣ Preparation for guest arrival and departure (room key, room reblocking, guest requests, welcome amenities, departure letters, etc.) ♣ Operation Tasks (Billing, handling guest complaints, creating reservations for walk-in guests and extension for extending guests) ♣ Concierge responsibilities (Guest inquiries, transportation, special needs and allergies) ♣ Coordinating with other departments such as housekeeping, food and beverage, recreation, finance and others ♣ Folio/ bucket clean up and organizing back-up documents ♣ Shift Reports and incident reports
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Fairmont Gold Intern
Fairmont Makati - Makati, Philippines
Front Office receptionApril 2014 - June 2014 · 3 months♣ Check-in preparations such as printing registration cards, welcome letters and amenities, room keys and such ♣ Concierge duties such as parcel handling, booking reservations in specific restaurants in the city, recommending local attractions to visit as well as handling transportation to and from the hotel ♣ Business center duties such as faxing, scanning business documents for guests, printing, photocopying and such. ♣ Check-in procedure and ensuring guest needs are met ♣ Welcoming guests during executive club arrival ♣ Answering internal calls ♣ Executive floor service, buffet setup as well as maintaining standards throughout the allotted service time ♣ Basic Beverage and cocktail (Barista tasks as well as Bartending) ♣ Assist the Agents in monitoring and ordering of inventory stocks ♣ Boardroom setup for our executive guests and upper management meetings ♣ Refilling and collection of inventory from the purchasing department ♣ Coordinating with the kitchen and in room dining special guest orders ♣ Last Room Inspection before guest check-in ♣ Set-up of Room Amenities (Chocolates, letters, flowers, etc.)
Education
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Bachelors in International Hospitality Management
Enderun Colleges - Taguig, Philippines
April 2012 - April 2016 -
Certificate in Hotel Administration
Les Roches Global Hospitality Education - Crans-Montana, Switzerland
April 2012 - April 2016
Languages
1 language
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English
Native or fluent
Personal information
Nationalities
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German
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