John Michael Rivera Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

As a Guest Relations Officer at Shangri-La Sydney, I ensure that every guest, especially VIPs and international delegations, receives personalized and seamless service from arrival to departure. I specialize in managing high-profile guests, providing tailored hospitality to meet their unique needs. From coordinating special requests to resolving concerns, I aim to exceed expectations and deliver an experience reflective of Shangri-La's luxury standards.Key Responsibilities:-Welcome and assist VIPs, international delegations, and all guests with check-ins, ensuring a personalized experience.-Handle special requests, including coordination of accommodations, dining preferences, and other exclusive services.-Liaise with various departments to provide smooth and efficient service for al guests including VIP guests.-Address guest inquiries, complaints, and feedback promptly and effectively to ensure a high level of guest satisfaction.-Offer expert knowledge of hotel services, local attractions, and dining options to enhance the guest experience.

Sydney, New South Wales, Australia

As a VIP Host at Shangri-La Sydney, I deliver exceptional service to high-end guests in the prestigious Horizon Club Lounge. My responsibilities include providing a warm welcome to VIP guests, and offering personalized services such as menu recommendations and event coordination. I ensure an outstanding guest experience by resolving any concerns promptly and coordinating with staff to maintain high standards of cleanliness and service quality. With strong attention to detail and a passion for hospitality, I thrive in delivering luxury experiences that exceed guest expectations.Key Responsibilities:-Welcome and assist VIP guests with check-ins and seating arrangements.-Provide detailed information on dining and beverage options.-Handle guest inquiries and resolve issues efficiently.-Ensure the lounge environment is clean, hygienic, and inviting.-Personalize guest experiences by anticipating needs and offering tailored services.

-Develop and curate a comprehensive content plan aligned with business objectives, focusing on defining and implementing content pillars to engage our audience effectively.-Optimize scheduling strategies, determining the most suitable dates and times for posting content on Facebook and Instagram to maximize visibility and reach.-Create visually appealing static content, including photos, carousels, and infographics.-Utilize insights and analytics to track and analyze the performance of organic posts, leveraging data-driven insights to refine content strategy, boost engagement, and measure the effectiveness of our Social Media presence.-Develop and implement an ad placement strategy, considering parameters such as gender, age bracket, location, and interests, while effectively boosting paid content to reach target audiences and drive desired outcomes.

- Work closely with business stakeholders to identify process gaps and opportunities for improvement.- Monitor and follow through Ops features and tasks until implementation with the local PMs.- Analyze existing processes to identify inefficiencies and propose solutions. - Design, document, and implement new processes.

-Trained in Customer Due Diligence eKYC.-Perform investigation of system-generated Transaction Monitoring alerts and ensure timely review and closure of cases.-Produced training materials such as decks and facilitator guides.-Facilitated training sessions and SOP discussions for both Internal and external hires. Able to produce twenty-four (24) additional CS headcount.-Responsible for coaching, developing and improving the confidence of new hire agents.-Assures adherence to schedules, work plans, and performance requirements.-Pioneered the Social Media team and contributed to the development of standard operating procedures for interactions on the social media platforms such as FB, IG, AppStore, and PlayStore.-Responsible for communicating with followers as well as responding to queries, monitoring customer reviews, and managing customer interactions by ensuring timely responses to all comments, messages, reviews, and visitor posts for all official Social Media pages and official Facebook group.-Participated in various UAT, DR testing, and copywriting.

Ncr - National Capital Region, Philippines

•Worked with 1Aviation Groundhandling Services Corporation under Cebu Pacific Air Inc•Accomplished clerical work in Human Resources •Exposed to airline operations