Geoffrey Marcellus
Dubai,U.A.E
Summary
Helpful professional with a drive to provide exceptional service. A real people person who enjoys problem-solving and understands the importance of individual with exceptional knowledge of venues, tourists attractions, dinning and entertainment to help a top-level business reach even further success through customer service expertise. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion.
Overview
18
18
years of professional experience
Work History
Customer service executive
One&Only One Zaabeel Private Homes and Residents-Pre Opening Team
Dubai , U.A.E
12.2023 - Current
- Improved customer satisfaction by addressing and resolving complaints swiftly.
- Managed difficult situations for positive outcomes.
- Enhanced brand reputation with excellent telephone etiquette.
- Delivered exceptional service to increase customer loyalty.
- Coordinated with other departments for efficient problem resolution.
- Ensured minimal wait times by prioritising tasks effectively during peak hours.
- Assessed customer needs accurately, making relevant recommendations that fit their specific requirements.
- Utilised CRM software proficiently, streamlining the complaint handling process.
VIP Concierge
Jetex VIP Private Terminal Al Marktourm
Dubai,DWC-, U.A.E
11.2021 - 11.2024
- Greeting and welcoming VIP passengers upon arrival, request for confirmation email/message stating aircraft number/point of disembarkation against GTM records.
- Assisted with luggage upon arrival and escorted passengers/clients to FBO and introduce them to guest service team.
- Conduct visual count of passengers,announce on radio Aircraft number,reported passengers, number of passengers yet to report in case of any for everyone to be aware.
- Review transportation request, check availability for each arrival or departures and assign drivers to do task whether drop or pick up service.
- Review GTM records with departures and arrivals expected number of passengers/luggage,names, any storage to be retrieved verify luggage tags are pre-printed and ready for use.
- Managed call request and queries pertaining to task and follow ups
- Keep record of courier record received, drivers information who came to pick up passengers or drop package.
Guest Concierge
Me Dubai Opus by Zaha Hadid-Pre Opening Team
Dubai, Dubai
02.2020 - 11.2021
- Responsibly managed entire concierge and valet team in planning to ensure consistent smooth running of guest experience service and operations
- Managed team of more than fifteen staff including valet staff employees, overseeing hiring, training, and professional growth of employees.
- Worked closely with Front Office Manager and receptionist to maintain optimum levels of communication for effective and efficient completion of given tasks.
- Provided accurate information to help resolve queries and concerns.
- Helped ineligible applicants obtain outside services, advising on options and assisting with referrals.
- Managed over 50 customer calls per day and provided needed information
Driveway Supervisor
Vida Downtown by Emaar LLC
Dubai, United Arab Emirates
07.2014 - 01.2020
- Worked directly with valet, clients and guest service manager to achieve targets.
- Managed 15 drivers and concierge in delivering exceptional service.
- Ensured adherence to safety regulations for continued company compliance, checking cars and assisting guest require further service.
- Assisted various business groups with document organisation and dissemination during acquisitions.
- Managed smooth operation of concierge and valet team through trainings and SOP standards implementation.
- Improved way of approach through consistent hard work and dedication to concierge work.
Concierge Supervisor
Le Royal Meridian Beach Resort and Spa
Dubai, United Arab Emiarates
05.2007 - 06.2014
- Provided each guest with list of resort's upcoming activities and events upon check-in.
- Arranged for transportation to and from airport, and events for visitors upon request.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Supported Chief Concierge with daily operational functions to manage more than 15 staff.
- Worked closely with guests, some of VIP or celebrity status and always respected their privacy.
- Remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills.
Education
Higher National Diploma - Hospitality & Hotel Management
Utali College Kenya
NairobiCertificate of Higher Education - KCPE
Parklands High School
NairobiSkills
- Interpersonal communications and detail oriented
- Trouble shooting
- Guest services and asset management
- Knowledge of CRM software eg Alice,Saga,Acconex,Opera Cloud
- Guest needs anticipation and execution
- Sales support
- Internal department communication
- Microsoft Word
- Customer services
- Customer queries
- Sales data analysis
- Executive support
Accomplishments
- Contacted prior guests through email messages with information on events and happenings at the property, which led to a 80% upswing in business over a six-month period.
- Assisted with creating innovative engagement proposals that were memorable to couples and loved ones through dinning venues.
- Crafted unique, personalized guest experiences during visits or stays, resulting in 5-star service rating for the property.
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Timeline
Customer service executive
One&Only One Zaabeel Private Homes and Residents-Pre Opening Team
12.2023 - Current
VIP Concierge
Jetex VIP Private Terminal Al Marktourm
11.2021 - 11.2024
Guest Concierge
Me Dubai Opus by Zaha Hadid-Pre Opening Team
02.2020 - 11.2021
Driveway Supervisor
Vida Downtown by Emaar LLC
07.2014 - 01.2020
Concierge Supervisor
Le Royal Meridian Beach Resort and Spa
05.2007 - 06.2014
Higher National Diploma - Hospitality & Hotel Management
Utali College Kenya
Certificate of Higher Education - KCPE
Parklands High School
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