CONCEPCION BARRERA
Dubai
Summary
Customer-focused and service-driven professional with over 10 years of experience in hospitality, customer service, and front-desk operations. Skilled in managing high-pressure situations, handling guest relations, and supporting operations in fast-paced environments. Currently seeking to transition into the aviation industry as ground staff with Emirates Airlines, bringing proven interpersonal communication, cultural sensitivity, and dedication to world-class service.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Residential and Commercial Property Manager
Al Safa Properties LLC
Dubai
11.2020 - Current
- Delivered customer-focused service across property viewings, maintenance coordination, and lease management.
- Handled complaint resolution and coordinated with tenants to maintain a safe, compliant environment.
- Built rapport with a multicultural tenant base and maintained timely communication and updates.
- Conducted property viewings and consultations with prospective tenants, highlighting occupancy terms and providing detailed contract information.
- Orchestrated planning, scheduling, and execution of general maintenance and major repair projects to ensure building integrity and safety.
- Negotiated lease agreements with tenants, ensuring the collection of security deposits and timely rental payments.
- Enforced property regulations and house rules to maintain a high standard of living for all residents.
- Performed regular inspections of vacant units, initiating repairs and planning renovations to enhance property value.
- Managed daily operations involving tenant relations, subcontractor coordination, and property management tasks.
- Investigated and resolved tenant complaints and disturbances by management policies and regulations.
Reservations Executive
Voyage Tours LLC
Dubai
03.2020 - 09.2020
- Managed end-to-end travel bookings and supported clients with itinerary customization and issue resolution.
- Processed payments, provided accurate pricing quotes, and promoted tailored travel solutions.
- Supported customer requests across channels (email, phone, walk-in) and delivered prompt responses.
- Provided a tailored destination, transportation, and lodging recommendations to clients ensuring alignment with client specifications.
- Ensured customer satisfaction with the detailed price quotes for destination packages, airline tickets and hotel stay with transparency.
- Resolved customer issues and complaints with professionalism and patience.
Reservation Agent/ Revenue Department
The Cove Rotana Resort
Ras Al Khaimah
01.2019 - 02.2020
- Adhered to IFH-approved standards for all reservation processes and accurate PMS data entry.
- Processed booking confirmations, cancellations, and modifications in line with SOPs to ensure seamless guest experience.
- Maintained thorough knowledge of hotel facilities, current promotions, and service offerings to maximize sales opportunities.
- Assessed demand trends and offered alternative accommodations during peak periods.
- Regularly updated restricted dates, rate offers, and promotional plans to ensure system compliance.
- Collaborated with the Sales Manager and Revenue Team to coordinate group inquiries and create customized rate quotes.
- Contributed to occupancy and revenue forecasting, supporting the department's financial objectives.
Senior Front Desk Officer/ Hospitality Associate
Golden Sands Hotel/Arenco Real Estate LLC
Dubai
11.2012 - 11.2018
- Acted as the first point of contact for hotel guests, offering concierge-level support and problem resolution.
- Managed reservations, guest check-in/out, payment handling, and interdepartmental coordination.
- Trained and mentored junior front desk staff in front office systems and service protocols.
- Managed front desk operations, ensuring seamless coordination with other hotel departments for optimal guest service.
- Addressed guest comments and complaints, escalating them to the appropriate hotel manager for resolution.
- Resolved customer issues efficiently to ensure satisfaction.
Front Desk Receptionist
Park Regis Kris Kin Hotel Dubai
Dubai
10.2012 - 10.2014
- Delivered high-quality customer service by addressing and resolving guest inquiries and concerns promptly.
- Handled guest inquiries, resolved issues, and ensured an excellent stay experience.
- Conducted booking management via PMS tools and handled billing and payment queries.
- Managed front desk operations, ensuring efficient guest check-in and check-out processes.
- Coordinated with housekeeping and maintenance staff to ensure room readiness and issue resolution.
- Utilized property management systems to update guest information and generate reports.
- Resolved guest complaints and concerns with empathy and problem-solving skills.
Administrative Assistant
Sun & Sky Travels and Tourism LLC
Dubai
08.2010 - 08.2012
- Provided office support and client interaction assistance in a tourism-focused environment.
- Managed documentation, calls, and coordination with clients and internal teams.
- Operated office equipment and utilized various software programs for database management and spreadsheets.
- Supported administrative and clerical functions to ensure efficient operations within the organization.
- Assisted the administrative manager in overseeing daily administrative tasks.
- Provided administrative support to multiple departments, including photocopying, scanning, and filing documents.
Office Coordinator
Bilfinger Berger Philippines Construction, Inc
Makati City
01.2008 - 01.2010
- Managed clerical responsibilities, ensuring efficient office operations and support for the team.
- Managed multi-line phone system and directed calls to appropriate staff members.
- Executed computer-related tasks, including data entry and document management, with proficiency.
- Coordinated scheduling and logistics for meetings, enhancing team productivity.
- Developed and maintained spreadsheets for tracking office expenses, contributing to budget management.
Office Coordinator
Leighton Contractors Philippines, Inc
Makati City
01.2005 - 01.2008
- Handled incoming and outgoing correspondence, including email, mail, and package deliveries.
- Implemented and maintained uniform correspondence procedures and style practices to enhance communication efficiency.
- Conducted evaluations of office production and revised procedures to optimize workflow efficiency.
- Coordinated activities across various clerical departments, ensuring seamless interdepartmental operations.
- Developed and introduced new forms and administrative processes to improve clerical service delivery.
- Facilitated communication between departments to support project completion and workflow.
Education
Bachelor of Science - Accountancy
Polytechnic University of the Philippines
Manila, Philippines01.2000
Skills
- Complaint Handling & Conflict Resolution
- Communication & Interpersonal Skills
- Customer Support
- Multitasking in Fast-Paced Environments
- POS, Microsoft Office, CRM Tools
- Team Work and Coordination
- Fast-Paced Multitasking & Shift Flexibility
Languages
English – Fluent, Tagalog – Native, Arabic – Basic
References
Available upon request.
Professional Attributes
- Culturally sensitive and well-spoken
- Excellent listener with strong attention to detail
- Adaptable and fast learner with a strong work ethic
- Calm under pressure and in emergency situations
- Willing to work flexible hours, weekends, and holidays
- Strong passion for aviation and service excellence
- Professional appearance and grooming
Certification
- Customer Service Excellence
- Basic Fire Drill Training
- Multiple Revenue Achiever Awardee
Timeline
Residential and Commercial Property Manager
Al Safa Properties LLC
11.2020 - Current
Reservations Executive
Voyage Tours LLC
03.2020 - 09.2020
Reservation Agent/ Revenue Department
The Cove Rotana Resort
01.2019 - 02.2020
Senior Front Desk Officer/ Hospitality Associate
Golden Sands Hotel/Arenco Real Estate LLC
11.2012 - 11.2018
Front Desk Receptionist
Park Regis Kris Kin Hotel Dubai
10.2012 - 10.2014
Administrative Assistant
Sun & Sky Travels and Tourism LLC
08.2010 - 08.2012
Office Coordinator
Bilfinger Berger Philippines Construction, Inc
01.2008 - 01.2010
Office Coordinator
Leighton Contractors Philippines, Inc
01.2005 - 01.2008
Bachelor of Science - Accountancy
Polytechnic University of the Philippines
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