MICHELLE B. QUEMADA
Dubai
Summary
Motivated professional with experience in customer service and hospitality. Adept at dealing with customer inquiries, resolving problems, and managing reservations and payments. Possesses excellent communication and organizational skills, with a commitment to providing exceptional customer service. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
Work History
Hotel Telephone Operator
Hilton Doubletree
Dubai
10.2022 - Current
- Demonstrated excellent customer service skills, resolving guest inquiries and complaints timely manner
- Organized and maintained filing systems to ensure accurate record keeping
- Screened incoming telephone calls, routing to appropriate personnel
- Monitored and coordinated venue reservations and travel arrangements, facilitating meetings, and events
- Coordinated with other departments within hotel such as housekeeping and maintenance regarding guest requests or needs
- Maintained current knowledge of hotel rates, packages, promotions and policies to ensure accurate information was provided to guests
- Handled multiple phone lines simultaneously while maintaining composure under pressure
- Handled customer complaints and escalated issues to supervisor when necessary
- Answered incoming calls and assisted customers with inquiries and requests in professional and timely manner
- Responded to emergency situations quickly and calmly by following standard operating procedures
- Adhered strictly to all safety regulations outlined by organization's policies.
- Supported customers by managing 30 calls per day efficiently while maintaining professionalism and upbeat tone
Front Office Senior Receptionist
Nihal Hotel / Golden Tulip Hotel
Dubai
10.2019 - 10.2022
- Demonstrated excellent customer service skills when dealing with inquiries, requests and complaints
- Performed administrative duties such as filing, photocopying, faxing documents and other paperwork as needed
- Monitoring and Following up unsettled bills, extension of stay and high bills
- Prepared agendas for meetings, compiled minutes of meetings and tracked action items
- Managed front desk operations, including check-in and check-out procedures and guest services
- Advised team for any special events or VIP Guests in hotel for events or for general accommodation
- Ensured Team Members have current knowledge of all room categories, room rates, packages, promotions and other general product knowledge necessary to perform their duties
- Maximizing room occupancy and use up-selling techniques to promote hotel services and facilities
- Monitored, reconciled and ensured that DTCM reports are always updated and tallied with PMS
- Followed up unsettled bills, extension of stay and billing arrangements
- Coordinated with other departments within hotel regarding day-to-day tasks and special requests made by guests
- Ensured that all safety protocols were adhered to by front office team members at all times during their shift duties
- Monitored inventory levels of stationery supplies and ordered new stock when required and minimizing unnecessary expenses
- Implemented cost control measures to reduce overhead expenses while maintaining quality standards
- Responded promptly and professionally via telephone calls and emails sent by potential customers enquiring about room availability and rates
- Performing night audit as reliever in case Night Auditor is on Holidays
- Managed calendars, scheduled meetings and organized events
- Updated computer systems regularly with current information related to guest reservations and cancellations
- Ensured that all hotel policies and procedures were followed.
Front Office Supervisor
Auris Inn Al Muhanna Hotel
Dubai
11.2015 - 09.2019
- Supervised efficient operations of reception which includes check-in and check-out procedures
- Ensured that both Front Office Manager and Reception are updated of any relevant feedback from Guests and other departments
- Advised team for any special events or VIP Guests in hotel for events or for general accommodation
- Ensured Team Members have current knowledge of all room categories, room rates, packages, promotions and other general product knowledge necessary to perform their duties
- Maximizing room occupancy and use up-selling techniques to promote hotel services and facilities
- Monitored, reconciled and ensured that DTCM reports are always updated and tallied with PMS
- Monitoring appearance, standards and performance of Front Office Team with emphasis on training and teamwork
- Assisting other departments when needed and maintain good working relationships with Team Members
- Monitoring requisitioning items/forms for front office
- Followed up unsettled bills, extension of stay and billing arrangements
- Assisting Front Office Manager for implementation on specific project for reception
- Followed and adhered to company brand standards.
- Managed group bookings effectively to optimize room allocation while accommodating individual preferences
- Completed bi-weekly payroll for 25 employees
Education
Bachelor of Science in Hotel, Restaurant and Tourism Management -
Saint Paul University Philippines
Philippines 01.2003 - 01.2008
Skills
Adaptability and Teamwork
Confident in handling new tasks
Flexible in working different shifts
Adaptability and Teamwork
Guest Relations
Reservation Management
Certification
Dubai Way Champion 2023
Current Position
Hotel Telephone Operator, Hilton Doubletree Dubai, Dubai, UAE, 10/01/22, Present
Awards
Cookie Star Employee for the month of May 2023
Timeline
Hotel Telephone Operator
Hilton Doubletree
10.2022 - Current
Front Office Senior Receptionist
Nihal Hotel / Golden Tulip Hotel
10.2019 - 10.2022
Front Office Supervisor
Auris Inn Al Muhanna Hotel
11.2015 - 09.2019
Bachelor of Science in Hotel, Restaurant and Tourism Management -
Saint Paul University Philippines
01.2003 - 01.2008