Assistant Learning Manager/Learning Manager
The Ritz-Carlton, Dubai
Total years of experience :19 years, 8 Months
DECEMBER 2012 - MAY 2013 ASSISTANT LEARNING MANAGER
Delivers on-property trainings designed by Corporate Office
Drives the minimum number of 40 training hours for each Lady and Gentlemen of the whole hotel
Leads and assists all Learning Coaches from different departments to provide training to their team
Organizes Community Footprints Activities for the property
Assist in all Human Resource Initiative in the hotel
Performs additional tasks and duties given by Director of Human Resources
Executes New Training Materials as directed by Corporate
Identifies Training needs and formulates training materials based on the result
Coordinates with Regional Training Office in sending Leaders to attend the Management Core Trainings
Drives Trainings to maintain Green Zone in the Learning Dashboard
Coordinates with Division Leaders to design and provide trainings necessary for their departments
Fairmont Gold Concierge is the main reception of the Executive floor of The Fairmont Hotel, Dubai. The position requires us to act as both a receptionist and a concierge. Performs the checking in and out of the guests in theExecutive lounge using the FIDELIO system. Handles cashiering. Books reservations or coordinates them with the reservations department. Assists guest’s with their needs and requests. Handles guest complaints and comments. Prepares sales summary and other reports necessary for the operations.
Manages the daily operation of Guest Relations
Handles Front Office Operations in the absences of the Director of Rooms
Assist management in screening resumes, conducting interviews and selecting new hourly hires using selection tools and systems
Leads the team in improving guest engagement score by being part of the Quality Improvement Team
Designs and delivers training to the team
Prepares Monthly Reports Necessary to the operations using MS Excel
Plans and Executes Amenities in advance and meet up with suppliers
Coordinates with different departments to ensure a guest stay is defect-free
Prepares Monthly Payroll for Front Office Team using OASYS System
Maintains the top performance in all aspect of Mystique Reports (Guest Profile Base System)
Prepares and Delivers Weekly VIP Presentation at the Leader’s Meeting
Handles daily operations of Guest Relations
Eliminated Mystique Reporting Error from 15% to 0%
Prepares and conducts employees performance reviews
Covers Manager on Duty Shifts and ensures the smooth operation of check-in and check-out
Identifies VIP Guests and Prepare Amenities
Sends and Responds to email to guests and act accordingly
Manages the daily activity of Club InterContinental Lounge to ensure that the highest level of service is received by guests every time
Develops good relationship with guests which resulted in maintaining a key account
Oversee the whole Food and Beverage operation of Club InterContinental Lounge using MICROS and FBM (Food and Beverage Movement).
o Supervises breakfast operations for the lounge, buffet service.
o Supervises afternoon tea service, buffet service.
o Supervises evening snacks including bartending service, buffet service.
Supervise cashiering activities during shift and checks each colleagues’ transaction at the end of their shift
Attends to guest’s complaints, inquiries and requests, refers problems to Manager if unable to assist
Oversee the whole Food and Beverage operation of Club InterContinental Lounge
Drives Cross- Selling to F&B Outlets and SPA which resulted to a total of more than AED 43, 00.00 the month of July
Lead the team in achieving a Guest Satisfaction Score from 87.5% on February to 92.3 on March
Managed beverage expenses of the Club InterContinental
Instigate necessary changes concerning operations
Initiates training plan for colleagues
Conducts monthly meeting with the team and prepares presentations necessary for the meeting
Organizes team building activities for and with the staff
Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
Execute In-car and In-Room check-in
Provides personalized concierge services
Attends to guest’s complaints, inquiries and requests, refers problems to Supervisor or Manager if unable to assist
Prepares the weekly schedule for Club InterContinental colleagues, considering training, requests & business levels.
Manages the shift in the absence of a supervisor or Manager to ensure effective and efficient operations
In the absence of The Front Office Secretary, responsible for managing Civil Soft system wherein payroll and colleagues vacation are being processed
Responsible for doing In-room check-in by meeting and greeting guest from the lobby upon arrival. Providing personalized service not only in the lounge but also in the room. Explains facilities in the in the room. Performs basic butler duties and tasks. Provides warm and anticipative service thus making the guests feel at home. Handles guest’s needs and special requests.
Provides personalized service to the discerning executive guest by anticipating their needs and wants. Monitors and orders operating supplies of Fairmont Gold in accordance to the par stock level. Ensuring the cleanliness and all equipments are in proper working condition. Welcomes, seats, takes order and serves the guest as well as assist them with their needs and special request.
GPA 1.68, Graduated as Cum Laude, Champion Student's On the Run Quiz Bee, Received a highest grade of 1 in both Feasibility Study and Research about Franchising.