Michelle Rivera
Dubai
Summary
Experienced Assistant Guest Relations Manager with knack for enhancing guest satisfaction and building lasting relationships. Delivered tailored guest experiences, leading to increased guest loyalty and positive feedback. Proven in managing teams, resolving conflicts, and implementing service improvements for seamless operations.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work history
Assistant Manager Guest Relations
The Ritz- Carlton Hotel DIFC
Dubai, United Arab Emirates
09.2023 - Current
- Resolved complaints by ensuring appropriate and timely compensation, boosting customer satisfaction levels.
- Supported continuous improvement initiatives, collecting customer feedback to inform future business processes.
- Confirmed rooms and services were ready for guest stays for prompt check-in.
- Used excellent telephone manner to optimise customer experience, promptly cutting complaints.
Guest Relations Supervisor
The Ritz-Carlton Dubai International Financial Centre
Dubai
09.2022 - 09.2023
Guest Relations Coordinator
The Ritz-Carlton Dubai International Financial Centre
Dubai
01.2019 - 01.2021
Supervisor
Jw Marriott Hotel Deira
Dubai
01.2017 - 01.2019
Restaurant Captain
JW Marriott Deira Dubai
Dubai
01.2014 - 01.2017
Supervisor
Le Meridien Hotel Dubai
Dubai
01.2011 - 01.2012
Senior Service Staff/Cashier
Le Meridien Hotel Dubai
Dubai
01.2008 - 01.2011
Education
Bachelor of Sceince in Hotel and Restaurant Management -
Philippine Women's University
01.2002 - 04.2006
Skills
- Excellent Customer Service Skills Intermediate Computer Skills And Internet Software And System: MS Word, MS Excel, Power Point, Micros, Outlook Oasys Birch Street/GXP/Opera/Vicas/3ce
- Leadership skills
- Complaint management
- Complaint resolution
- Excellent telephone manner
Accomplishments
- Five Star Nominee (Leader) 2024
- Five Star Award 2020 (Front Office)
- Wow Story Champion 2022
Languages
English
Beginner
English
Advanced
Custom
I usually spend my leisure time walking outdoor, beach and i love going out spending time with friends, colleagues. I love to cook and experiments new dishes.
Personal Information
- Date of birth: 12/09/83
- Nationality: Filipino
References
References available upon request.
Timeline
Assistant Manager Guest Relations
The Ritz- Carlton Hotel DIFC
09.2023 - Current
Guest Relations Supervisor
The Ritz-Carlton Dubai International Financial Centre
09.2022 - 09.2023
Guest Relations Coordinator
The Ritz-Carlton Dubai International Financial Centre
01.2019 - 01.2021
Supervisor
Jw Marriott Hotel Deira
01.2017 - 01.2019
Restaurant Captain
JW Marriott Deira Dubai
01.2014 - 01.2017
Supervisor
Le Meridien Hotel Dubai
01.2011 - 01.2012
Senior Service Staff/Cashier
Le Meridien Hotel Dubai
01.2008 - 01.2011
Bachelor of Sceince in Hotel and Restaurant Management -
Philippine Women's University
01.2002 - 04.2006
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