Randall Randolph Cruz

Supervised Onboarding team to process urgent / complicated cases / scenario.
Pull-out Al Etihad Credit Bureau (AECB) reports / match found check and Risk
amendment for required customer for the whole team.
Process urgent cases including Bulk for corporate group
Checks PEP Classification & Sanction Screening status through TCS Compliance /
including Transaction monitoring for High alerts.
Reviewing / Approval of Customer Service Request (SR-KYC) for proper customer
profile updating / amendments in Identifying certain cases for modification of
customer Risk classification based on risk parameters.
Confirmation & Amendment of customer minor details in (KYC) by sending &
receiving email/call
Modifying certain cases accurately classified by the event that red flags or indicator
identified for its alarming concerns, Fraud related issues & for Account closure.
Amendment of customer information thru sending and receiving confirmation by
mail & phone
Review and prepare documentation for (HIGH RISK) Customer case in timeline for
Compliance approval.
Maintain an up to date knowledge of legislation pertaining to KYC determine how
KYC policies and procedure would need to be amended for changes in such
legislation.
Consolidating reports & proper escalation of request for Holding of account &
blocking for suspected FRAUD related cases to relevant dept.
Consolidating and creating Incident report to Service Now (SNOW) for technical /
CRM difficulties for the entire team.
Ensure daily verification cases are cleared and verified assigned cases on timely
manner.
Perform other necessary checks using external website search engines, such as
NER. IP Address verification, Tenancy Cont. verification, Dubai DED verification,
Title deed Verification
Support Management in assisting with projects/deliverable to meet deadlines.
Support Business Onboarding activities as and when required.

Responsible for welcoming and assisting the customer with selected banking inquiries / service request and for directing customers to the appropriate section in a branch as necessary, deals with customers routine services related queries and request, Actively encourage all customers to use alternative channels to teller/CSO if available, ATM/CDM and Mobile Application. Deals with customers complaints and log via CSF system, Handling return cheques and dividend for handling and receiving acknowledgement

Supervise Guest service agent in performing their task, adding personal recommendation and touches to achieve maximum customer satisfaction while complying with all policies.

Check all their transaction and reports.

Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment.

Check guest out of the hotel, preparing and explaining the bill.

Responds to a wide variety of guest request by accurately assessing the guest needs and request and then adding personal recommendation and touches to achieve maximum customer satisfaction while complying with all policies.

Responsible to provide professional and customer focused service to our guests, ensuring their stay will become a memorable experience.

• Responsible for all activities relevant to the Front Desk such as the reception, Check in / out, rooming of Hotel guest, foreign exchange and assisting them with inquiries.
• Greet guest al times in a friendly and helpful manner and attempts to earn and use guest’s name at every opportunity
• Registers and rooms all arrivals according to established procedures
• Maintains intimate knowledge of departmental standards and procedures
• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
• Maintains cashier float and ensures accurate daily report of all money received
• Cashes hotel guest’s persona; and travelers checks and assist with currency exchange
• Keeps abreast of all modifications to accounting policies and procedures
• Responsible and attends to guest’s request of using the service of safety box at all times

• Process all incoming and outgoing calls accurately and courteously after maximum of three rings
• Records and controls accurately wake up calls
• Report to the duty manager guest without response to the follow up wake up call
• Print back up reports every three hours
• Handles new reservations and reservation update beyond operating hours of reservation office
• Inform guest of existing hotel promotion and offers reservation to guest
• Guest folio posting for (minibar consumption, IDD/ NDD calls posting)
• Records all entries on traffic sheets
• Assist guest with international calls and directory queries
• Familiarized self on frequently asked questions

• Calls guest by name whenever possible
• Abides by the principles of guest privacy an confidentiality
• Screens incoming calls for all guest and when requested for confidentiality, blocks / bars guest room telephone line if necessary
• Provide internet access and assist guest for proper connection
• Handles guest needs or request, Handles and records guest comment / feedback and complaints and refer issues to supervisor when necessary
• Print registration cards for the arrival guest for fast check-in
• Report on logbook daily
• Accomplish checklists daily
• Bill all calls
• Prepares the long distances telephone voucher (LDTV) for completed operator assisted long distance / overseas calls
• Aware of local and frequently dialed numbers
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
• Advises defects on switchboard equipment to the duty manager
• Maintains a clean work environment
• Attends to all guest queries and request promptly and follow up on pending request team and workings of the telephone room in this regard
• Handles fire control panel for emergency situation
• Operates elevator intercom for trapped guests
• Maintains detailed knowledge of the hotel’s fire, life safety system.
• Maintains detailed knowledge on the emergency response
• Maintain Hotel information

• Process all incoming and outgoing calls accurately and courteously after maximum of three rings
• Records and controls accurately wake up calls
• Report to the duty manager guest without response to the follow up wake up call
• Print back up reports every three hours
• Handles new reservations and reservation update beyond operating hours of reservation office
• Inform guest of existing hotel promotion and offers reservation to guest
• Guest folio posting for (minibar consumption, IDD/ NDD calls posting)
• Records all entries on traffic sheets
• Assist guest with international calls and directory queries
• Familiarized self on frequently asked questions

• Calls guest by name whenever possible
• Abides by the principles of guest privacy an confidentiality
• Screens incoming calls for all guest and when requested for confidentiality, blocks / bars guest room telephone line if necessary
• Provide internet access and assist guest for proper connection
• Handles guest needs or request, Handles and records guest comment / feedback and complaints and refer issues to supervisor when necessary
• Print registration cards for the arrival guest for fast check-in
• Report on logbook daily
• Accomplish checklists daily
• Bill all calls
• Prepares the long distances telephone voucher (LDTV) for completed operator assisted long distance / overseas calls
• Aware of local and frequently dialed numbers
• Strictly abides by standards policies and procedures governing cases of emergency such as fire, bomb scare and other critical situations
• Advises defects on switchboard equipment to the duty manager
• Maintains a clean work environment
• Attends to all guest queries and request promptly and follow up on pending request team and workings of the telephone room in this regard
• Handles fire control panel for emergency situation
• Operates elevator intercom for trapped guests
• Maintains detailed knowledge of the hotel’s fire, life safety system.
• Maintains detailed knowledge on the emergency response
• Maintain Hotel information