Paul Vincent Del Mar

• Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
• Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
• Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
• Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.

• Ensured compliance with industry regulations and company policies through regular audits and inspections.
• Increased revenue by creating targeted promotional campaigns in collaboration with the marketing team.
• Strengthened employee retention rates by implementing comprehensive onboarding programs for new hires.
• Enhanced guest satisfaction with prompt resolution of complaints and proactive communication.

• Meet and greet VIP Guests and major corporate clients upon arrival

• Emphasizing in Hilton Honors Program. Ensure Team Members are fully understanding the benefits of Hilton Honors Members.

• Motivates and leads teams, supervisors and managers reporting into this role.

• Involve controlling the availability of rooms and the day-to-day functions of the Front Office, such as handling guest arrival or departure and information requests. Assists them with the handling of their luggage and oversees the check-in and check-out of whole groups and tours.

• Emphasizing in Marriott Rewards Program. Ensure Team Members are fully understanding the benefits of Marriott Rewards Members.

• Develop proper service recovery gestures that comply with established guidelines to ensure guest satisfaction.

• Ensure that employees are properly groomed and dressed.

• Involve controlling the availability of rooms and the day-to-day functions of the Front Office, such as handling guest arrival or departure and information requests. Assists them with the handling of their luggage and is in charge of the check-in and check-out of whole groups and tours.

• Playing a role of Acting Front Office Manager and report directly to Rooms Division Manager

• Motivates and leads teams, supervisors and managers reporting into this role.

• Achieved a growth of 8.2pts arrival experience compare to 2018 and achieved a growth of 5.8pts for Overall Hotel Satisfaction.

• Achieved the Top 3 highest Brand Standard Audit (BSA) score in Asia Pacific in Q3, 2019

• Manages staff and staffing functions for the teams of staff that fall under this role (in conjunction with the HR department). This also includes scheduling staff rosters, performance appraisals and more.

• Occupy the hotel lobby and other public areas, particularly at busy times

• Engage Guests in conversation and provide general assistance

• Meet and greet VIP Guests and major corporate clients upon arrival

• Task Break down and training to be put in place for front office team.

• Inform and trained the staff at the Hotel about our Loyalty Program and make sure that we meet the goals set up by the company.

• Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
• Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
• Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
• Streamlined check-in/check-out processes, resulting in reduced wait times and increased guest satisfaction scores.

• Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
• Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
• Utilized reservation software programs proficiently, optimizing room bookings and maintaining accurate guest information.
• Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.

• Increased customer loyalty with exceptional communication skills and personalized service.
• Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
• Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
• Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.

• Handling Guest complain

• Acting Duty Manager (Shift in charge) when Managers on leave

• To ensure the teams quality of service is up to standards

• Reports to Duty Manager / Front Office Manager on team’s performance

• Covers Night Audit Managers when on leave

• Cashiering / Currency Exchange

• Assisting Shift Leaders, Duty Managers

• Taking reservation & registration for arrival guest

• Handling group check in