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À propos de moi
A hospitality ambassador who loves to travel and find new adventures along the way. Experienced in delivering exceptional service straight from the heart. I have found that nothing satisfies me more than meeting new people, developing new relationship, believes in equality and cultural diversity.
What makes me unique?
• I have an intuitive ability to deliver extraordinary hospitality service. Thirst for knowledge, I drive change, I see opportunities, I’m relentless and detail-oriented
What motivates me?
• Working with people who are equally passionate on creating the most powerful first impression to the guests, delivering excellent customer service, a lot of integrity, strong willingness to learn and grow, driven to go above and beyond; being empowered to see new ideas and carry out effectively
Where did I get my experience?
• My career in hospitality industry consist of guest experience roles at industry-leading luxury hotel brands: Fairmont & Raffles Hotels to Marriott International and currently with Hilton new luxury brand LXR Hotels & Resorts
Core focuses of interests:
• Front Office
• Guest Services
• Guest Satisfaction
Expérience
9 ans et 5 mois
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Guest Services Supervisor
Habtoor Palace, LXR Hotels & Resorts - Dubai, Émirats arabes unis
Relations clientoctobre 2019 - Maintenant · 4 ans et 6 mois- leading a team of 5 lobby butlers who takes care of the guest throughout their stay - core focused on guest satisfaction, empower the team to be recognized by upcoming guest comments, satisfaction and loyalty tracking (SALT), and a top mention in TripAdvisor, Booking.com and other social media reviews, improved ranking result compared to last year by 20% - key-driver for up-selling rooms, F&B outlets/promotions, spa and other facilities and outlets within the complex - monitoring the efficiency of arrival and departure process, including check in, check out, roomings and show-around, master key handling and all related matters, respecting the hotel SOP’s - oversee and direct the day to day operation for guest services and reception, ensuring a very high level of customer service is constantly maintained - foster strong working relationships with all hotel departments - training and developed new guest services agents, encouraged growth of team members and Implemented a training tracker to set development goals for the team, monitor progression to increase productivity and efficiency - schedule and perform routine inspection of all VIP guest rooms - manage payroll/OASYS/eDOCS, staff schedule - main point of contact on VIP’s/In-house guest/s ensuring that all hotel departments are fully briefed
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Guest Relations Agent
Habtoor Palace, LXR Hotels & Resorts - Dubai, Émirats arabes unis
Relations clientaoût 2018 - septembre 2019 · 1 an et 2 mois- Ensuring and providing flawless, upscale, unparalleled guest service experience, stellar customer service and memorable experiences for guests. - Demonstrate a knowledge of hotel room categories, room rates, packages, promotions and other general product knowledge necessary - Ensure an efficient arrival and departure experience for guests, including check in, check out, roomings and show-around, master key handling and all related matters, respecting the hotel standard operating procedure - Foster strong working relationship with all hotel departments - Attend to guest inquiries, request and complaints in timely and courteous manner - Key-driver for upselling rooms, food & beverage outlets/promotions, spa and other facilities whenever opportunity arise
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Guest Relations - Lobby Butler
The St. Regis Dubai - Dubai, Émirats arabes unis
Relations clientseptembre 2017 - août 2018 · 1 anAchievements: *most mentioned colleague on tripadvisor within front office and guest services department - Hotel key representative, creating the most powerful first impression to the guest - Oversee smooth running of daily guest services operations, ensure efficiency of all front office areas during the shift and service delivery - Foster strong working relationship with all hotel departments - Attend to guest inquiries, request and complaints in timely and courteous manner - Perform check in, check out, room change procedures, roomings and show-around, master key handling and all related matters, respecting the hotel standard operating procedure - Prepare and send personalized pre-arrival emails, VIP’s and accorded special status ensuring to highlighted to the management, Inspect VIP status rooms and amenities, making sure it’s in good order prior to guests arrival. Making sure that all aspects of the guest stay are efficiently prepared, executed and confirmed. - Key-driver for upselling rooms, food & beverage outlets/promotions, spa and other facilities whenever opportunity arise
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Lobby Lounge Attendant
Raffles Dubai - Dubai, Émirats arabes unis
Relations clientjanvier 2016 - août 2017 · 1 an et 8 moisTripAdvisor #1 Hotel out of 550 in Dubai (2016) #2 (2017) back to #1 (2018) - Performing the highest level of professional and engaging service in accordance to the LQA standards, policies and procedures - Ascertain guests satisfaction and handling any guest concerns which may arise, informing the manager, supervisors and follow up on actions required in a Professional and timely manner - Updating all guest preference on a regular basis. - Maintaining complete knowledge of all food and beverage services, outlets, hotel services and facilities as per hotel standards and policies - Monitoring and recording all production levels, requisitions for budget purposes - Utilizing the POS System to ring up sales, print checks, close checks, and complete cash-out and credit card procedure according to the guidelines of accounting department - Applying the necessary precautions with regards to the hotel food safety and hygiene standards (HACCP) - Foster strong working relationship with all hotel departments
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Server
Raffles Makati - Makati, Philippines
Restauration servicemars 2015 - décembre 2015 · 11 moisTripAdvisor #1 Hotel out of 85 in Makati, Philippines Working in a shared-service position under fairmont and raffles brand ✓ Preparing and organizing set-ups for upcoming banquet events ✓ Setting up banquet functions and conference rooms as specified by meeting organizers ✓ Providing exceptional service to all guests in a variety of settings including plated and buffet banquets for breakfasts, lunch and dinners, working lunches, coffee breaks, cocktail receptions, formal evening events and off-site catering events ✓ Offering high-level of product knowledge and follow-up on all guest enquiriesTear-down and clean-up following banquet functions/conference rooms ✓ Providing internal and external guests with exceptional customer service ✓ Other duties as assigned
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Practical Trainee
Fairmont Makati - Ángeles, Philippines
Restauration servicenovembre 2014 - février 2015 · 4 mois
Éducation
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Bachelor of Science, Hotel & Restaurant Management
Far Eastern University Manila - Manille, Philippines
juillet 2010 - avril 2015 -
High School Education
ZCHS Main - Zamboanga, Philippines
juillet 2006 - mars 2010
Langues
3 langues
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Tagalog
Bilingue ou langue natale
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Anglais
Bilingue ou langue natale
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Espagnol
Compétence professionnelle limitée
Informations personnelles
Nationalités
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Philippine
Permis de travail
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Émirats Arabes Unis
Permis de conduire
Oui
Compétences
14 compétences
- Brand Service Audit
- Communication skills
- Concierge
- Customer sevice
- F&B Administration
- Food and Beverage
- Front Office
- Great Multi-tasking skill
- Guest Relations
- Leading Quality Assurance - Service Delivery
- Luxury Hospitality Standard - Food and Beverage
- Organization Skills
- PMS OPERA
- StarGuest
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