Rosaria Helen

Focuses on activities and quality standards that ensure satisfaction of guest / customer (both external and internal)

Understand and meet the needs of guest / customer (both external and internal)

Goes beyond the basic expectations of guest / customer to deliver out of this world experiences

Takes personal ownership for guest / customer issues and ensure follow through.

Identifies and pursues opportunities to improve guest / customer service.

To display a friendly, helpful and cheerful attitude while communicating effectively with the guest and fellow colleagues in order to support the vision, core values and core service standards.

To listen actively and respond to guest feedback as well as understand guest satisfaction index results and trends in order to continuously improve and exceed guest expectations.

Greet guest / customer as they arrive in the waterpark and provide them with information about the food and beveage menu.

Listen carefully the food and beverage menu orders by the guest /customer.

Repeat their orders to avoid the mistake or wrong order with their food and beverage.

Take payment in exchange of the food and beverage item sold.

 Enter transaction in the cash register and provide guest / customer with the total bill.

Issue receipt and change to guest / customer.

Sort and count currency, money also coins.

Count cash float in the beginning and at the end of the shift.

Process exchange and refund of the food and beverage item.

Process credit card and voucher payments.

Perform the duties of guest service representative when required.

Ensure management of daily cash accounts.

Maintain the transaction reports.

Maintain knowledge of food and beverage store inventory.

Keep the work area clean and tidy.

June 12, 2013 - Present: Waitress at Park Inn by Radisson, Yas Island Abu
Dhabi


My job responsibilities are: Takes orders and delivers food and beverages,
ensures the quality of the food and overall guest experience is
excellent, also responsible for all billing and payment
processing.


* Demonstrated ability to greet guests, present the menus, making suggestions, and
reply questions.
* Prepare tables for meals, including the complete set up of linens, silverware and
* glassware.
* Perform light food preparation duties including bread, salad preparation, appetizers
and desert presentation.
* Greet guests in a professional manner and provide education about the food and
beverage menus, how menu items are prepared, the ingredients used and the different
* cooking methods.
* Inform customers of daily specials.
* Check food and beverages for quality and presentation before serving to guest.
* Serve food and beverage to guests.
* Receive guest payments and process transactions.
* Clear and clean tables promptly according to proper sanitation standards.
* Complete side duties as required including, polishing silverware, restaurant set up,
and filling condiments.
* Have consistently be able to assess, anticipate and meet guests needs and respond
quickly without losing focus or projecting a mood that detracts from guests
dining experience.
* Able to clearly communicate a professional manner with guests, vendors, coworkers
and management.
* Able to adapt to different personalities of guests and coworkers without losing focus.
* Have an ability to understand products, services and understand customer needs
clearly.
* Could perform physical activities in a variety of environmental conditions that require
moderate strength including climbing, lifting, balancing, walking, and handling of
materials.
* Able to stand for long periods of time, able to carry trays filled with
multiple dishes and drinks.
* Able to recognize a problem when it arises and be able to resolve it appropriately by
using good judgement, tact and initiative according to company policy and procedure.
* Have to use logic and reasoning to identify solutions and alternatives for a successful
outcome.
* Know or quickly learn general accounting and mathematical skills.
* Correctly operate various mechanical devices such as cash registers, mixers and hot
beverage makers.
* Able to operate Micros System to process the Food and Beverage operation.
* Able to work in flexible time
* Able to work overtime when needed

May 1, 2012 - May 1, 2013: Front Office Receptionist at Feodora Hotel
West Jakarta, Indonesia


My job responsibilites are:
* Welcoming guests to the hotel in a polite, friendly and helpful manner.
* Dealing with late arrivals and assisting with early check-outs.
* Check out departing guests using hotel's system.
* Taking payment from guests in the form of cash or credit cards.
* Answering telephone inquiries promptly and professionally and transferring calls on.
* Being a point of contact for guests especially if they have any queries.
* Arranging brief tours of the hotel rooms and facilities.
* Operating switchboard and directing calls appropriately.
* Dealing with and resolving customer complaints.
* Checking function sheets.
* Managing group bookings for conferencing, the restaurant and accommodation.
* Keeping up to date on all hotel products, services, pricing and promotional offers.
* Completing the night auditing procedures with accuracy and attention to detail.
* Maximize sales revenues through up selling and marketing program.
* Provide information and literature about the hotel in person and via telephone.
* Ensuring all relevant paperwork has been completed in order for a smooth hand-over at the end of the shift.

March 2, 2011-April 4, 2012: Leisure Receptionist at Renaissance, Courtyard, and
Marriott Executive Apartment Doha City Center Hotel
Qatar (Marriott International Hotel)


My major responsibilities are:
* Welcoming and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
* Taking care of the cleanliness of all areas at the spa, especially reception area.
* Check the cleanliness, amenities and products in the treatment room, relaxation area, male and female changing area.
* Assisting all prospects and does the tour.
* Servicing in house and outside guests.
* Always up selling all the spa treatment and products.
* Handling spa reservation calls from all guest and prospects.
* Booking spa treatment using Concept Spa System.
* Provide the documents and presentation needed by department/Director of Spa.
* Filing.
* Labeling.
* Making payment backup and give it to Income Auditor.
* Place the house Bank into Safe Deposit box at Front Office.
* Handling payment of the guest with the Concept Spa System.
* Listening and handling guest complaint.
* Listening the guest comment and report it to the management to do the follow up.
* Up selling the spa treatments, spa products retail and membership programmed.
* Updating health club member's profiles.
* Anticipate guests service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
* Provide information to guests about available recreation facilities, activities, lessons, and equipment.
* Promote a fun and relaxing atmosphere for guests in all recreational activities and areas by expressing an upbeat and enthusiastic attitude.
* Maintain an adequate supply of cups and water in recreation area (fitness center, locker room, pool, tennis court)
* Call Maintenance or an outside service company if machines require service in order to maintain properly functioning fitness equipment.
* Provide advice to individuals on the correct method of exercising with fitness equipment, including weightlifting equipment, exercise bikes, jogging treadmills, and other training and exercising apparatus.
* Assess individual current exercise program, level of fitness, etc. to develop personalized exercise programs and provide fitness counseling.
* Make sure guests sign in upon entering the fitness center.
* Performs other related tasks as assigned by management.

January 2010 until February 2011: I was worked at Chateau de Bali & Dreamland
Group as Secretary to CEO/President Director


My major responsibilities are:
* Reading, monitoring and responding to the CEO's email.
* Answering calls and handling queries.
* Preparing correspondence on the CEO's behalf.
* Commissioning work on the CEO's behalf.
* Liaising with staff, clients, etc.
* Managing the CEO's electronic diary.
* Booking meetings.
* Organizing travel and preparing complex travel itineraries.
* Writing minutes.
* Taking dictation.
* Planning, organizing and managing events.
* Managing a budget.
* Attending events/meetings as the CEO's representative.
* Conducting research on the internet.
* Writing reports, executive summaries and newsletters.
* Preparing presentations.
* Preparing papers for meetings.
* Managing and reviewing filing and office systems.
* Updating websites.
* Typing documents.
* Sourcing and ordering stationery and office equipment.
* Managing projects.

January 2009 - December 2009: I was worked at Hole 17 New Kuta Golf & Villas Bali
as Personal Assistant to CEO/Owner
My major responsibilities are:
* Dealing with people from both inside and outside company.
* Delegate the work to others in the manager's absence and also devising and maintaining office work including screening telephone calls, inquiries and requests, and handling meeting and greeting visitors.
* Organizing and maintaining diaries and making appointments.
* Make arrangements for the travel and accommodation.
* Take notes or dictation at meetings or to provide general assistance during presentations.
* Taking dictation and carrying out background research and presenting findings and producing documents, briefing papers, reports and presentations to the management
* Carry out specific projects and research and is responsible for accounts and
budgets and taking on some of the manager's responsibilities and working more
closely with management on their behalf.
* Involved in decision-making processes with the travel and villas managers.

June 2008-December 2008: Mandara Spa -The Best Management Spa Company in
the World as an Assistant Manager
They were offered me as a Spa Manager in Palau Island


In this position, I strengthen the team and provide the best quality services to the
guests and Mandara Company


My major responsibilities are:
* Ensures cleanliness, correct and attractive set up of spa, reception and retail environments and displays.
* Ensures reception desk is always attended.
* Efficiently handles guest reservations, maximizing use of spa facilities and allocating therapists in a productive and equitable manner.
* Do the morning briefing with the team.
* Consistently ensures customer or guests expectations are met or exceeded.
* Maintains high standard of service quality, staff grooming and guest relations skills.
* Efficiently manages resources to minimize wastage, maintain sufficient stock of correctly stored retail, product items and linen.
* Maintain equipment in working order.
* Demonstrates strong revenue focus, meets or exceeds revenue targets.
* Provides leadership and encouragement to staff, and effectively communicates targets, goals, policies and achievement.
* Provides accurate and timely daily reports, weekly or monthly summaries of sales, guest demographics and stock in accordance with procedure.

July 2006 - May 2008: Bulgari Hotel & Resort Bali as Receptionist and Administrative
Assistant at "The Spa"


In this position, I take it very strongly that it is my duty to give Excellent Service to all
Guests:
My major responsibilities are:
* Take care of the cleanliness of all areas at the spa, especially reception area.
* Check the cleanliness, amenities and products in the treatment room, relaxation area, male and female changing area.
* Assisting all prospects and do the tour
* Servicing in house and outside guests
* Always up selling all the spa treatment and products
* Handling spa reservation calls from all guest and prospects
* Booking spa treatment using Spa Soft System
* Handling incoming advance booking from the agent
* Filing
* Making payment backup and give it to Income Auditor
* Place the house Bank into Safe Deposit box at Front Office
* Handling payment of the guest with the Spa Soft System
* Listening and handling guest complaint
* Listening the guest comment and report it to the management to do the follow up

October 2001 - 2005: J.W. Marriott Hotel Jakarta as a Receptionist at Alameda
Health Club and Spa


My responsibilities are:
* Take care of the cleanliness of all areas at the health club
* Check the cleanliness, amenities of locker area, male and female spa area
* Put on the pool cushions and set up some towels on it
* Assisting all prospects and do the tour
* Servicing all guests and members
* Receiving callers
* Responsible for the locker keys
* Assisting guest and member in the gym
* Handling payment of the guest and member with the MICROS system
* Listening the guest or member complaint.

October 2002 - December 2002: Reservation Agent Trainee at Reservation Sales and
Marketing Dept. J.W.Marriott Hotel Jakarta,
Indonesia


Some of my daily duties are as follows:
* Handling reservation calls from all guest prospects
* Booking room using Fidelio System and MARSHA System
* Filing
* Handling incoming and outgoing mails
* Finding out the reason a No. Show prospect guest
* Identify an Upgrade, Complimentary and House Use guest
* Receiving Calls
* Making shop call every once in a week

March 2000 - March 2001: Wahyuning Samira - Warm Spa & Health Club, Jakarta,
Indonesia as a Receptionist/Administrative Staff


My position was a Receptionist and an administration Staff
Day by day I was responsible for this following task:
* Handling incoming and outgoing calls
* Servicing all the best to guest and member
* Assisting all the prospects and do the tour
* Promoting all the spa products and membership program
* Making payment backup and give it to General Cashier
* Handling payment of the guest or member
* Listening the guest or members comments and report it to the management to do the follow up
* Place House Bank into Safe Deposit box at Front Office
* Make sure that all facilities of Health Club and Spa are clean, by checking the health club's attendant job.

June 2000 - August 2000: Pelita Air Service Trainee PT. PELITA AIRLINE SERVICE
Jakarta, Indonesia


Some of the daily duties were:
* Handling the passenger check in and check out at the airport
* To weigh the passenger baggage
* Learning the ground handling system
* Learning the type of PT. Pelita Air Service Airplane
* Learning the cargo system
* Learning the weight and balance of airplane
* Learning the flight operation