Dina Mariana Tan
Taipa,Macau
Summary
Successful operational leader and Line Trainer with over 10 years experience in airline passenger servicing and training.Excellent in multitasking,possesses strong interpersonal skills,adaptable to business needs ,analytical and detail oriented.
Highly-motivated individual with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills.
Overview
18
18
years of professional experience
Work History
Concierge Agent
Hotel Okura Macau
Taipa, Macau
04.2024 - Current
- Perform administrative duties such as filing paperwork,daily report and responding to emails.
- Hold daily briefing to all front service team members.
- Ensure that all team members are comply with company policy.
- Create work environment that promotes teamwork,feedback,recognition to build up team loyalty.
- Provide updated information pertaining to all hotel services,local attractions, restaurants, entertainment venues, shopping areas and general travel information to the guests.
- Assist with the coordination of special events or functions taking place at the hotel.
- Manage multiple tasks simultaneously while ensuring accuracy and quality of work.
- Assist in arranging for restaurant reservations,courier arrangement and limousines upon guest request.
Concierge Agent
Hotel Okura Macau
Taipa , Macau
04.2019 - Current
- Plan and organize training courses including classroom,E-learning and practical training.
- Facilitate mandatory safety and security,and Passenger Service Training Programs.
- Ensure all training records are accurate and well maintained.
- Train new recruits on airline products and services, travel documents,entry requirements,operating computerized system to handle ticketing and check-ins, and protocols to reduce process gaps.
- Assist Training Manager duties.
Passenger Service Lead
Menzies Aviation
Taipa
02.2015 - 05.2019
- Supervised specific flights operation in Airside and Landside.
- Handled any complex passenger documentations and flight reservations issue with meticulous,unsurpassable knowledge and dedication to manage a safe and smooth operations.
- Representing company in airline meetings and trained for operational updates and policy variations.
- Coached, monitored and motivated senior agents and agents for quality assurance in delivering high customer services and enhance job knowledge.
- Ensured good safety and security awareness in operation.
- Provided high quality services to airline customers.
- Ensured smooth and safe operations,manpower efficiency and fulfill airline requirements.
- Followed up airlines or passenger complaints,offer,suitable solutions and prepare report.
Flight Check in Controller
Menzies Aviation
Taipa
05.2013 - 02.2015
- Laised and disseminated of information regarding arriving and departing of flights.
- Ensured all airline operational requirements are met such as requesting flight plans, movement/ delay messages are sent, airline systems are updated and referred to and the monitoring progress of live flights is undertaken.
- Managed the recording and billing for Airline Customers – RSMS.
- Ensured all flight files are checked and compiled properly.
- Ensured any delays incurred by the company and occurances are reported to Operations Manager.
- Ordered Meal on board.
Passenger Service Agent
Menzies Aviation
Taipa
05.2010 - 05.2013
- Operated computerized system to handle ticketing,check-in,bag drop,to boarding gates and arrivals.
- Coordinated with internal resources to process passenger information and dispatch flights on time.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted passengers with reservations, ticketing and adjustments to itinerary.
F&B Supervisor
Spanish Restaurant
Taipa
04.2008 - 04.2010
- Planned and managed resources to consistently meet quality and cost goals to maximized revenue.
- Established and enforced clear goals to keep employees working collaboratively.
- Evaluated and analyzed levels of guest satisfaction and focused on continuous improvement and innovative foodservice solutions.
- Oversaw food preparation, production and presentation according to quality standards.
F&B Attendant/Cashier Assistant
Spanish Restaurant
Taipa
04.2006 - 04.2008
- Operated cash registers to handle both cash and card transactions, providing customers with appropriate change and receipts.
- Provided exceptional service that reflected restaurant standards and core values.
- Effectively multitasked within fast-paced environment.
- Demonstrated proficient knowledge of menus, services and promotions to assist customers and team members.
Education
Bachelor of Arts - Business And Management
Leeds Beckett University
UK09.2026
High School Diploma -
Sisingamangaraja
Indonesia 04.2006
Skills
- Operational Leadership
- Airline Passenger Arrival and Departure Management
- Travel Documentation
- Problem-Solving
- Language Proficiency (English,Chinese-Mandarin/Cantonese and Indonesian)
- Technique Training
Languages
Indonesian
First Language
English
Upper Intermediate
B2
Chinese (Mandarin)
Upper Intermediate
B2
Chinese (Cantonese)
Upper Intermediate
B2
Timeline
Concierge Agent
Hotel Okura Macau
04.2024 - Current
Concierge Agent
Hotel Okura Macau
04.2019 - Current
Passenger Service Lead
Menzies Aviation
02.2015 - 05.2019
Flight Check in Controller
Menzies Aviation
05.2013 - 02.2015
Passenger Service Agent
Menzies Aviation
05.2010 - 05.2013
F&B Supervisor
Spanish Restaurant
04.2008 - 04.2010
F&B Attendant/Cashier Assistant
Spanish Restaurant
04.2006 - 04.2008
Bachelor of Arts - Business And Management
Leeds Beckett University
High School Diploma -
Sisingamangaraja
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