Hi, I’m
Laurence Cruz
Dubai Marina
Summary
Knowledgeable Front Desk Receptionist with proven track record in providing exceptional customer service and managing front desk operations efficiently. Successfully handled guest inquiries, reservations, and complaints with focus on enhancing guest satisfaction. Demonstrated ability to multitask and maintain calm demeanor during high-pressure situations.
Overview
15
years of professional experience
Work History
Jannah Marina Hotels and Apartments Dubai
Hotel Front Desk Receptionist
10.2016 - Current
Job overview
- Experiencing to interact with the guests in person and seeing their point of view in difficult cases. Has helped me to be more versatile when it comes on handling complains, while providing a resolution that would benefit both guest and the company.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
Jannah Hotels and Resorts Abu Dhabi
Reservations Department
03.2015 - 09.2016
Job overview
- Being part of the reservation team, helped me immensely to practice multi-tasking and finishing my duty without leaving any pending works, And making sure all information and data provided are thoroughly scanned.
- Excellent communication skills, both verbal and written.
- Self-motivated, with a strong sense of personal responsibility.
Teleperformance Philippines
Customer Service Representative
03.2011 - 02.2014
Job overview
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Polytechnic University of the PhilippinesPhilippines
Bachelor of Science from Marketing Management
01-2011
University Overview
Being part of an organization back in college called the Board of Governors. Where I've learned how to handle different kind of events.
Scafa, School of Culinary and Finishing Arts DubaiDubai
Professional Pastry Course
12-2016
University Overview
The course lasted for 3 months where I've learned all the basic requirements in order for me to provide excellent and first class pastries/desserts.
Skills
- Problem-solving
- Active listening
- Clear Communication Skills
- Willingness to Learn
- Adaptability and flexibility
- Team collaboration
- Guest relations
Languages
English
Bilingual or Proficient (C2)
Timeline
Hotel Front Desk Receptionist
Jannah Marina Hotels and Apartments Dubai
10.2016 - Current
Reservations Department
Jannah Hotels and Resorts Abu Dhabi
03.2015 - 09.2016
Customer Service Representative
Teleperformance Philippines
03.2011 - 02.2014
Polytechnic University of the Philippines
Bachelor of Science from Marketing Management
Scafa, School of Culinary and Finishing Arts Dubai
Professional Pastry Course