REMEDIOS SANTANA RODRIGUES
Dubai,United Arab Emirates
Summary
Dynamic professional with a strong foundation in tourism and guiding, complemented by excellent communication skills and a proven ability to implement quality control measures. Demonstrates strong leadership skills and a willingness to take on responsibilities, effectively identifying problems and promoting solutions. Adept at interpreting instructions and accurately carrying out policies, with a career goal of advancing within the tourism industry while leveraging core competencies to drive organisational success.
Overview
25
25
years of professional experience
Work history
Assistant Manager concierge
Bab Al Shams Desert Resort and Spa
Dubai
01.2010 - 12.2025
- Check for the arrivals/departures to monitor on daily basis through Opera clouds
- Assist the valet team during busy period for arrivals and departure
- Assist/ Welcome the guests at the concierge in person or over the phone in a polite, welcoming and professional manner
- Overlook the daily operations of the whole Concierge department.
- Ensure that all luggage, messages, parcels, etc. are handled, delivered, retrieved or stored efficiently.
- Check daily major events in Dubai/other parts of UAE and recommends to the clients
- Assist to book major activities like Desert Safar, city tour, top restaurants and all major tourists’ attractions like Global Village, Miracle garden, Dubai safari zoo etc.
- Attend guests’ complaints and handle in professional way to resolve guest’s satisfaction
- Assist the concierge team in the daily task by being a source of information and assistance for guests/visitors
- Represents the department in meetings if and when necessary Ensure all resources in department are well organized and maintained
- Raise monthly PR for lease vehicles, guests’ buggies and other related items
- On job training for concierge team to get enough product knowledge and also for new staff members on proper procedures and Hotel protocol.
- Ensure that the team member follow LQA standard
- Maintains and replies to internal and external correspondences
- Assist guests to arrange transportation by Hotel vehicle, limousine & taxi
- Conduct appraisal for bellboys/drivers and doormen accordingly
- Does other related tasks as assign by Front Office manager on duty if and when necessary
- Departmental trainer to train/record all the trainings contacted during every month
- Ensure all the team members are reporting on time and well groomed
- Submit monthly team attendance in success factor system before cut off
Concierge Team Leader
Bab Al Shams Desert Resort and Spa
Dubai
12.2004 - 12.2009
- Assists Front Office Manager if and when necessary
- On job trainings for the team members
- Liaise between the bell attendants, doormen and the Transport team regarding concierge related concerns
- Assists the guests with concierge related all inquiries/information
- Updates, maintains, keeps and submits records if and when necessary
- Consolidate duty rosters if and when necessary
- Answers telephone calls appropriately in order to maintain the standards
- Assists or relieves the team members if and when necessary
- Maintains and replies to internal and external correspondences
- Maintains and keep necessary records such as: Activity Bookings, Maps, Ticket bookings/confirmations
- Requests and keeps office stationeries and supplies
- Organizes or coordinates meetings if and when necessary
- Informs the concierge team about important trainings, medical schedule, meetings
Trainer/Task Force pre-opening
Al Qasr Hotel Madinat Jumeirah
Dubai
06.2004 - 07.2004
Concierge Team Leader
The World Trade Center Hotel
Dubai
07.2003 - 05.2004
Airport Representative
Hilton, Kuwait
03.2002 - 06.2003
Bell Attendant
The World Trade Center Hotel
Dubai
12.2000 - 03.2002
Education
H.S.C. -
Holy Trinity Higher Secondary College
IndiaS.S.C. - undefined
Holy Trinity High School
Benaulim Salcete Goa, IndiaSkills
- Strong leadership skills
- Willingness and ability to take on responsibilities
- Able to identify problems and promote solutions
- Interpret instruction and carry out policies accurately
- Excellent communication skills
- Experienced in Tourism with a strong commend on Guiding
- Quality control implementation
Languages:
English, Hindi & Basic Arabic
References:
Available upon requests
Accomplishments
- Bab Al Shams “Manager of the Quarter” 2017
- Contribution to 63rd UICH Clefs D’Or International Congress Dubai 2016
- Bab Al Shams “Manager of the Quarter” 2015
- Dubai World Cup 20th anniversary for contributing of success
- Bab Al Shams worked during UAE Cabinet Minister’s Retreat 2007
- Jumeirah “Colleague of Exceptional value program nominee”
- Colleague of the Year awarded on 19 December 2005
- Colleague of the Month awarded in November 2005
- Madinat Jumeirah (Al Qasr) task force appreciation on 30 September 2004
- Jumeirah Hospitality 24 September 2003 for the success of IMF Events
Affiliations
Member of Dubai Concierge Group
Trainings Attended and Completed in Jumeirah, Meydan and Bab Al Shams:
- Best of Breed-Train the trainer
- Task Trainer Workshop
- Business writing workshop
- Fish Philosophy
- Fundamentals of Excellence
- Fire training
- Health and Safety Level 2
- Environmental Awareness
- Hazard Identification and Risk Assessment Course
- Basic First Aid & CPR
- Telephone Skills
- Selling Techniques
- Service Excellence
- Dubai Information Award training conducted by the Department of Tourism and Commerce Marketing
- Dubai Way 2
Soft skills/Course completed:
- Windows 98 & MS Office successfully completed from Master Educational Institute Dubai.
- Hotel system Opera, Opera Clouds, iscala, Alice and Adaco
Pre-Opening Hotel Experience:
- Bab Al Shams Desert Resort refurbishment under Kerzner 10th February 2023
- Jumeirah Bab Al Shams Desert Resort and Spa in 2004
- Al Qasr (Madinat Jumeirah) in 2004
- Hilton, Kuwait in 2002
Timeline
Assistant Manager concierge
Bab Al Shams Desert Resort and Spa
01.2010 - 12.2025
Concierge Team Leader
Bab Al Shams Desert Resort and Spa
12.2004 - 12.2009
Trainer/Task Force pre-opening
Al Qasr Hotel Madinat Jumeirah
06.2004 - 07.2004
Concierge Team Leader
The World Trade Center Hotel
07.2003 - 05.2004
Airport Representative
Hilton, Kuwait
03.2002 - 06.2003
Bell Attendant
The World Trade Center Hotel
12.2000 - 03.2002
S.S.C. - undefined
Holy Trinity High School
H.S.C. -
Holy Trinity Higher Secondary College