Jora Mella
Dubai,United Arab Emirates
Summary
Dedicated hospitality professional with expertise in customer relations, training and development, and sales and marketing strategy. Proven ability to manage high-volume dining environments and oversee table reservation management with precision. Adept at delivering exceptional hospitality service, demonstrating flexibility, positivity, and enthusiasm in all tasks. Skilled in floor management, committed to enhancing guest experiences and driving operational efficiency.
Overview
7
7
years of professional experience
Work History
Head hostess
Bar Des Pres
Dubai, United Arab Emirates
11.2024 - Current
- Provided exceptional customer service for satisfaction and repeat business.
- Fostered positive dining experience, resulting in high customer return rates.
- Coordinated staff schedules, reducing conflicts and improving team morale.
- Led pre-shift meetings to discuss daily specials, changes on menu leading to better informed staff.
- Trained new hosts on policies, service procedures, resulting in quicker integration into the team.
- Boosted restaurant's reputation through excellent communication skills.
- Resolved customer issues calmly and professionally to maintain satisfaction.
- Promoted process improvement by communicating guest feedback to management.
Head Hostess
Five Hotels and Resorts
Dubai, United Arab Emirates
12.2023 - 12.2024
- Managing the reception team of the three signature restaurants and Beach club of FIVE Palm Hotel, ( Boulevard On One, Cinque Ristorante, Maiden Shanghai Dubai and Beach By Five )
- Supervised 14 hostesses, organizing schedules, trainings and SOP's as per the hotel standards.
- Reporting directly to the Assistant Food and Beverage Director.
- Social Media awareness aim for the best online ratings
- Keep track of customer feedbacks and improve on weaker fields.
- Handling guests' complaints and give a constructive and satisfactory solutions at all times.
- Develop customer recognition for a more personalized experience for loyal customers
- Coordinate with restaurant managers with regards of the communication between reservations and guests' preferences.
- Created memorable customer experiences through attentive, responsive service.
- Empower the reception team for the provision of the excellent customer service and all aspects associated with the reception of the guests.
- Operating system: Seven Rooms, Opera, Micros and Oasys
- Liaised with kitchen staff effectively for timely delivery of orders.
Head hostess
Raffles Hotel Doha ( Pre- opening )
Doha, Qatar
08.2022 - 11.2023
- Pre opening team of the iconic hotel in Qatar and managing the reception team in Acoustic Lounge , FACT awardee "Best Lounge in Qatar 2023 "
- Part of task force team that hosted FIFA World Cup 2022 Officials, Delegates, VVIP's, celebrities and royalties.
- Managing the reservations and support the lounge operations.
- Handling administrative tasks
- Resolved customer issues calmly and professionally to maintain satisfaction.
- Appointed and certified as a Departmental trainer by Accor Academy to provide effective trainings to all colleagues to develop their skills and improve the hotel standards in delivering luxury service in all aspects as per hotel standards based from FORBES AND LQA standards.
Lead Hostess
Intercontinental Hotels and Resorts
Doha, Qatar
10.2018 - 08.2022
- Pre opening team of of La Mar Restaurant and Manko Lounge by Gaston Acurio. One of the best beachfront restaurant and lounge in Doha. Award winning restaurant and lounge by Timeout and Fact.
- Ensuring the highest levels of hospitality in both restaurant and bar lounge.
- Support the restaurant and lounge operations, managing the reservations for both outlets.
- Leading the hostess team with the trainings, SOP's and operations.
- Coordinate with and oversee the communication between guests and FOH and BOH team.
- Tend to guests' requests , needs and preferences.
- Handle customer complaints with a satisfactory solution and approach.
- Appointed as a Departmental Trainer, providing my monthly training plans and conducting to the entire team as per the hotel standards and based as well as from FORBES and LQA standards.
- Operating system: Open Table, Micros. IHG WOT, Civilsoft
Education
Higher National Diploma - Hotel and Restaurant Management
University Of Bohol
Skills
- Customer relations
- Training and Development
- Sales and marketing strategy
- High-volume dining
- Table reservation management
- Hospitality service expertise
- Flexibility
- Positivity and enthusiasm
- Floor management
Custom
Personal Information
Timeline
Head hostess
Bar Des Pres
11.2024 - Current
Head Hostess
Five Hotels and Resorts
12.2023 - 12.2024
Head hostess
Raffles Hotel Doha ( Pre- opening )
08.2022 - 11.2023
Lead Hostess
Intercontinental Hotels and Resorts
10.2018 - 08.2022
Higher National Diploma - Hotel and Restaurant Management
University Of Bohol
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