Mary Ann Gallardo Pitogo
Ras Al Khaimah
Summary
Energetic and personable individual with talent for anticipating client needs and delivering exceptional service. Well-versed in managing schedules and coordinating travel arrangements, with strong grasp of time management and organizational skills. Committed to enhancing client experiences and building lasting relationships.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Personal Concierge Supervisor
Waldorf Astoria Ras Al Khaimah
01.2025 - Current
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Created welcoming and comfortable environment for guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Managed check-in and check-out procedures for guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Optimized time management skills by multitasking effectively across various responsibilities while maintaining attention to detail.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Personal Concierge
Waldorf Astoria Ras Al Khaimah
03.2023 - 01.2025
- Developed strong rapport with clients through effective communication and a keen understanding of their needs and preferences.
- Contributed to a positive client experience by promptly addressing concerns or requests and providing swift solutions.
- Managed incoming correspondence for guest by sorting mail, responding to emails, and coordinating packages with couriers.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Handled customer complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Managed check-in and check-out procedures for guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Butler / Villa Host
Qasr Al Sarab by Anantara
02.2022 - 03.2023
- Enhanced guest experiences by providing personalized and attentive services as per their preferences.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout stay.
- Completed daily side work and opening and closing duties without fail.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Bear a full & comprehensive knowledge of the hotel, including all departments, services & outlets.
- Upsell rooms/suites/Villas and cross sell all outlets within the resort and Minor International.
- Provide check-in and checkout. In-Villa check-in and checkout
- Coordinate laundry and pressing collection and delivery.
- Provide a shoeshine service as requested.
- Unpack/ pack guest luggage as requested.
Lobby Ambassador
Qasr Al Sarab by Anantara
06.2021 - 01.2022
- Maintained a welcoming atmosphere for all guests, contributing to positive reviews and repeat visits.
- Monitored activity within the lobby area to proactively address any potential issues or concerns before they escalated into larger problems.
- Established open lines of communication between lobby ambassadors and other departments within the hotel, encouraging teamwork towards shared goals.
Spa Receptionist
Qasr Al Sarab by Anantara
10.2019 - 06.2021
- Maintained cleanliness of reception area, contributing to an inviting atmosphere for guests.
- Escorted clients to spa areas, treatment rooms, and offices.
- Kept calendar with scheduled appointments and scheduled massage therapists for appropriate treatments and time slots.
- Learned details of types of treatments and procedures in order to answer questions from spa guests.
- Handled payments and processed credit card transactions.
- Assisted in inventory management to maintain adequate supply levels for spa treatments and retail products.
- Introduced new beauty products to consumers by informing clients about use and benefits.
- Promoted special offers and packages to increase revenue through upselling techniques.
- Resolved client issues professionally, promoting a positive image of the spa brand.
- Trained new hires on new appointment scheduling, opening, closing duties, and generating and balancing daily revenue reports.
- Coordinated with spa therapists to ensure timely service delivery, enhancing client satisfaction.
Spa Attendant
Qasr Al Sarab by Anantara
12.2018 - 10.2019
- Supported front desk operations including booking appointments, greeting guests upon arrival, processing payments accurately while maintaining confidentiality of client information.
- Assisted estheticians and massage therapists in setting up rooms and stations with supplies.
- Replenished locker room linens, robes and sandals to maintain adequate supplies for guests.
- Improved customer satisfaction by providing exceptional service and maintaining a clean, organized spa environment.
- Greeted guests and escorted to correct treatment rooms.
- Enhanced guest satisfaction by responding promptly to inquiries or concerns with professionalism and empathy.
- Assisted in increasing spa revenue by effectively promoting and upselling various treatments and products.
- Monitored temperatures and chemicals of Jacuzzi pools to kill bacteria and maintain comfortable water temperatures.
Housekeeping Room Attendant
Qasr Al Sarab by Anantara
11.2017 - 12.2018
- Enhanced guest satisfaction by maintaining clean and well-stocked rooms in a timely manner.
- Sanitized all surfaces, wiped down cabinets, and swept and mopped floors.
- Promoted a safe work environment by adhering to health and safety regulations while performing duties.
- Engaged with guests on room requirements and amenities to promote overall satisfaction.
- Completed pre-cleaning duties by setting up cleaning carts with fresh linens, cleaning supplies, and requested guest supplies.
- Contributed to positive guest experiences with meticulous attention to detail in all aspects of room cleaning and presentation.
- Improved room turnaround times by efficiently managing daily tasks and prioritizing room assignments.
- Assisted colleagues during peak periods or staff shortages, promoting teamwork within the department.
- Operated wet-vacuums, buffing machines, vacuums and upholstery cleaners to clean rugs, carpets, and upholstered furniture.
- Demonstrated flexibility in adapting to changing priorities or special projects as required by management or guest needs.
Education
No Degree - Computer Science
Don Bosco Collage
Laguna03-2009
High School Diploma -
Kapayapaan National High School
Laguna03-2008
Skills
- Time management
- Problem-solving
- Event planning experience
- Excellent multitasking
- Guest experiences
- Exceptional communication
- Teamwork and collaboration
Certification
- Certified Departmental Trainer
Accomplishments
- Team Member of the Month November 2024(Front of the House)
- Top upseller of 3 consecutive months 2019
- Top upseller of the year 2019
Additional Information
- Active Member of Ras Al Khaimah Concierge Group
- Active Concierge Networking UAE.
- Waldorf Astoria Clock Guro
Timeline
Personal Concierge Supervisor
Waldorf Astoria Ras Al Khaimah
01.2025 - Current
Personal Concierge
Waldorf Astoria Ras Al Khaimah
03.2023 - 01.2025
Butler / Villa Host
Qasr Al Sarab by Anantara
02.2022 - 03.2023
Lobby Ambassador
Qasr Al Sarab by Anantara
06.2021 - 01.2022
Spa Receptionist
Qasr Al Sarab by Anantara
10.2019 - 06.2021
Spa Attendant
Qasr Al Sarab by Anantara
12.2018 - 10.2019
Housekeeping Room Attendant
Qasr Al Sarab by Anantara
11.2017 - 12.2018
- Certified Departmental Trainer
No Degree - Computer Science
Don Bosco Collage
High School Diploma -
Kapayapaan National High School
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