Guest Relations Officer
Celebrity Cruises
مجموع سنوات الخبرة :6 years, 9 أشهر
Duties and Responsibilities:
• Provides all services of the Guest Relations Desk; including, but not limited to: lost luggage, stateroom changes, lost and found service, printing and issuing guest cruise cards, and broadcasting ships announcements.
• Answers inquiries pertaining to Guest Relations services and general information.
• Responds to guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
• Takes ownership of guest concerns, by following-up and ensuring complaints are resolved to the guest’s satisfaction.
• Maintains Guest Relations Resolution Log.
• Maintains knowledge of all ship’s regular events and special functions by reviewing all available sources (vessel’s Daily Program, etc) in order to provide guests with accurate information to answer questions and handle special requests.
• Registers guests for a variety of functions and/or services such as Captain’s Club parties, tuxedo rentals, as well as assist with the disembarkation procedure requests.
• Assists the Financial Controller with exchanging foreign currency, travelers´ checks, and collection of payment on guest accounts.
• Performs Bank duties on a regular basis.
• Responsible for the “Bank” cash float and balancing of the float on a daily basis.
• This position is responsible for indirect cost containment through the proper use, handling and maintenance of records, reports, documents, and equipment. Ensures that guests are charged for pertinent special requests and services.
• Is aware of, and/or acquires the necessary knowledge to comply with the ship’s standard operation, in order to assist guests and crewmembers with inquiries.
• Attends meetings, training activities, courses and all other work-related activities as required.
Duties and Responsibilities:
• Operates switchboard console equipment to answer questions and take a variety of requests. Takes room service orders, wake-up time requests. Provides guests and fellow CFMs with information, handles special requests and forwards repair requests to the appropriate department. Organizes orders and relays orders to service personnel for preparation.
• Pages personnel upon request and follows up to ensure requested issues are resolved.
• Receives babysitting requests and coordinates with the Chief Housekeeper to accommodate the request.
• Calls guests to ensure satisfaction with room service delivery and food quality. Tracks room service delivery times and guests’ comments.
• Responds to guest concerns in a considerate, professional and positive manner by showing empathy and listening actively. Takes ownership of guest concerns, by following-up and ensuring complaints are resolved to the guest’s satisfaction. Maintains Guest Resolution Log.
• Assembles brochures, reports, etc. for the Front Office Department.
• Keeps Front Desk Supervisor informed of potential problems or issues.
• Maintains confidentiality with records, reports, information and incoming telephone calls received while on duty as well as any outgoing telephone calls placed for guests.
• Responsible to expedite incoming and outgoing guests faxes.
• Ensures deliveries brought to Guest Services by various departments are delivered to respective person in a timely manner.
• Maintains telecommunications area and materials in an organized and orderly manner. Ensure equipment is operational; reports and tracks maintenance issues.
Duties and Responsibilities:
• Clean and sanitize the area before and after working hours
• Mise-en-place everyday for the operation
• Prepare different appetizers and do the plating of the food for the dining room (terrine, fruits, cheeses etc.)
• Inspects food and food products prior to use and consumption for quality and freedom from contamination and spoilage (United States Public Health Standard - USPH)
• Follow the “First In - First Out” procedure when storing new stocks
• Maintains food records and chiller temperature as required
Duties and Responsibilities:
• Clean and sanitize the area before and after working hours
• Check all the food items if it is available or out of stock
• Mise-en-place everyday for the ala carte operation
• Prepares sandwiches, salads, and dressings
• Garnish the food prepared
• Prepare special orders for the guest
• Inspects food and food products prior to use and consumption for quality and freedom from contamination and spoilage
• Follow the “First In - First Out” procedure when storing new stocks
• Trains new workers and practicum trainee in related tasks
• Make requisition for food and operation supplies as needed
• Maintains food records and chiller temperature as required
Position: Catering Secretary
Company Name: Cebu City Marriott Hotel
Classification: Business Hotel
Period of Employment: May 2005 to September 15, 2005
Duties and Responsibilities: • Check every morning if there is a message in the letter box and give it to the concerned person
• Update everyday or as needed the information in the Microsoft Fidelio and Microsoft Excel
• Entertain and give information to inquiries received from walk-in-guest and telephone calls
• Check the BEO's (Banquet Event Orders) if every information written are correct
• Photocopy the BEO's and distribute it to the concerned department
• Make the food tags and menu card for the function/event for the next day
• Make the Signage and the Events for the next day
• Make decorations for the special functions in the hotel
Cum Laude
First Honor