Erlyn Gonzales

- Hub Business Center (Supervisor)
- Doha, Qatar
(October 2016-December 2020)


• Managing workflow
• Training new hires
• Creating and managing team schedules
• Reporting to HR and senior management
• Evaluating performance and providing feedback Identifying and applying career advancement opportunities
• Helping to resolve employee issues and disputes
• Excellent communication skills
• Expertise in team or department
• Ability to remain calm under pressure
• Firm grasp of company policies
• Strong work ethic
• Punctuality and time management skills
• Professionalism and a positive attitude
• Organizational abilities
• Interest in leadership opportunities
• typing, preparing, and collating reports
• filing
• organizing and servicing meetings (producing agendas and taking minutes)
• managing databases
• prioritizing workloads
• implementing new procedures and administrative systems
• liaising with relevant organizations and clients
• coordinating mailshots and similar publicity tasks
• logging or processing bills or expenses
• acting as a receptionist and/or meeting and greeting clients
• if more senior, recruiting, training, and supervising junior staff
• use a word processing package such as Microsoft Word
• audio and copy type
• write letters
• deal with telephone and email enquiries, using an email system (e.g. Outlook)
• photocopy and print various documents, sometimes on behalf of other colleagues
• organize and store paperwork, documents, and computer-based information
• create and maintain filing and other office systems
• schedule and attend meetings, create agendas, and take minutes - shorthand may be required
• book meeting room and conference facilities
• liaise with staff in other departments and with external contacts
• order and maintain stationery and equipment
• organize travel and accommodation for staff and other external contacts.
• Dealing with clients and closing the deals
• Collecting invoices and payments from the clients.

• Develops a strong knowledge of the hotel's facilities and services and of the surrounding community.
• Provides guests with information about attractions, facilities, services, and activities in or outside the property.
• Makes guest reservations for air or other forms of transportation when requested.
• Obtains necessary itinerary tickets.
• Makes guest reservations for the theatre and other forms of entertainment when requested. Obtains necessary tickets and provides directions to facilities.
• Organizes special functions as directed by management.
• Arranges secretarial and other office services.
• To ensure a proper use of the telephone etiquette standards.
• To oversee the concierge operations, doormen, bellmen, valet parking and to supervise the area ensuring that all standards and procedures are fully known and followed.
• To ensure that all necessary equipment are maintained properly with sufficient stock for day to day operations.
• To ensure that all sections have proper coverage of staff at all times.
• To ensure that guest luggage records are accurately maintained and all special requests are met.
• Process and deliver messages for Guests.
• Deliver and safely storage Guest luggage.
• Stay current and up to date with all hotel services as well as daily VIP requests and special events.

• Works with project managers to develop/maintain project schedules
• Provides project status updates and adjusts activities as needed to meet project timelines
• Coordinates resolution of production problems
• Determines production material requirements
• Executes, documents and distributes reports on a frequent basis to production personnel for production targets and for use in decision making
• Ensures conformance to specification of company standards as well as regulation requirements.

• Checking-in and Checking-out of a Guest using Symphony (Opera system).
• Making reservations through Online, Travel agency and Walk-ins.
• Providing guests with fast, friendly and efficient service through walk-in guest’s inquiries and telephone calls.
• Responsible for cashiering/ accepting payments from individual travelers, companies and travel agencies
• Able to perform multi-tasking: making room reservations, responding to guest requests and complains, as well as assisting with any other guest inquiry.
• Faxing (international and local) / Email Booking request.
• Responsible for room reservations, ensuring all telephone calls are handled politely and efficiently, ascertaining and accurately meeting the caller's needs using a client-oriented approach by having full and up-to-date knowledge of the hotel products and services
• Maximize selling opportunities by adding customer value at all time
• Handled complaints promptly and professionally, demonstrating genuine care and concern
• Making preparations for group arrivals including group reservation, labeling key cards, providing rooming lists for tour leaders and reviewing payment for rooms
• Assigned as trainer for newly-hired Front Office staff