I loved being around guests, being of assistance to them and making sure that each stay is memorable. I try to exceed any expectation they have by ensuring that they enjoy their stay and ironing out any challenge they may encounter. No task is too big or too small as long as it is for the satisfaction of my guest; everything is done in the least amount of time and delivered with a smile.During my stint in Holland America Line as Guest Relations, in addition to the usual arrival and departure, I used to check with guests in at least 30 rooms to see how they are doing on a daily basis or to check for overall satisfaction during the cruise. I also checked with Housekeeping and room service to know what the usual guests' requests are so I could promptly deliver it without them having to ask. These helped me anticipate their needs or iron out lapses before it became a concern. I also drafted and sent reports regarding issues and how they were resolved to keep everyone in my team updated. I shared best practices with the team to give them ideas on how to tackle issues.When it was not busy, I would be seen making arts & crafts with the kids, completing Sodoku puzzles with guests, walking seeing eye dogs, and babysitting among others. As an Executive Secretary, I worked indirectly with guests by drafting letters and posting online responses to TripAdvisor, Revinate, etc. on behalf of the Area General Manager. I worked closely with Execom / Department Heads / Managers / Team Members to get to the bottom of each concern raised in comments posted online, guest letters, emails, and guest comment surveys. Positive or negative, each response is personalized while addressing issues raised to make guests feel important even after they have left. Now, as a Quality Assurance Auditor, I am able to use all the skills I've learned over the years and am able to continue to strive for excellence in all that I do. Having worked in hospitality for over 16 years, I have developed a keen sense of observation and have become detail oriented which helps me in performing my tasks. Specialties: Guest service, Guest experience, Guest satisfaction, Fidelio, Sage, MasterControl, Sharepoint
Listed skills include Customer Service, Front Office, Customer Satisfaction, Hospitality, and 45 others.