Summary
Overview
Work History
Education
Skills
PERSONAL DETAILS
Training
Recognition Awards
Timeline
Generic
Kris Vergel Dacanay Estrella

Kris Vergel Dacanay Estrella

Macau

Summary

Dynamic Front Service Supervisor at Galaxy Hotel with proven expertise in team leadership and customer relationship management. Adept at training staff to deliver exceptional service, ensuring operational efficiency, and enhancing guest experiences. I consistently adapt to challenges while maintaining a focus on quality and guest satisfaction.

Overview

13
13
years of professional experience

Work History

Front Service Supervisor

Galaxy Hotel
03.2014 - Current
  • As a supervisor, I am responsible for the operational efficiency of Bell and Welcome Services.
  • Supervise, mentor, train, and evaluate team members with daily duties and responsibilities as follows:
  • Ensuring that appearance and grooming are carried out according to Galaxy Hotel standards, along with all other Bell and Door Attendants, includes maintaining an elegant posture at all times while in public.
  • Smiling and immediately making eye contact with guests, anticipating their needs promptly, regardless of busy hours.
  • Taking initiative in helping guests who seem lost or in need of assistance, recognizing repeat guests, and remembering their names, answering inquiries with a strong knowledge of information relating to hotel facilities, services, and events.
  • Being aware of everything that is happening in public areas, and ensuring the lobby, driveway, Porte Cochère, and other areas are organized and clean at all times.
  • Monitoring the smooth operation of the working areas for all, such as the lobby bell counter, luggage storage room, taxi stand, and Porte Cochere traffic control, as well as being knowledgeable about all operation devices, systems, and equipment.
  • Being aware of daily arrivals and departures, with emphasis on VIPs and groups; working closely with FD, Butler, and group services to get up-to-date requests and information.
  • Respond to all incidents involving guests in person, making certain that the details of the incident are communicated with the on-duty manager.
  • Reply to guests’ comments, requests, and complaints in a timely and professional manner, taking responsibility to resolve issues where necessary.
  • Maintain proper records of luggage, parcels, or letters kept at the concierge for guests.
  • Ensure proper distribution of daily newspapers to all in-house guests, especially for VIPs, long-staying guests, and guests’ messages, faxes, etc. They are delivered promptly and accurately.
  • Plan a sustainable manpower strategy according to the business/group forecast and operations in different areas.
  • Supervise and make sure the working order procedure is followed without mistakes, such as jobs from Opera, FCS, and E-connect.
  • Conduct and assist in the proper training of all Bell Service staff, while working alongside lead teams of Front Services to provide the best quality of service and effective communication with our guests.
  • Perform other duties as assigned by the Front Office Manager, Assistant Manager, or other concerned hotel officers.

Door Attendant / Welcome Service Team

Galaxy Hotel
12.2012 - 02.2014
  • As a Door Attendant, I am responsible for welcoming and greeting guests, ensuring that I create an exceptional first impression and demonstrate hospitality.
  • Facilitate their check-in at the hotel to be a smooth process by guiding them, as necessary.
  • Attentive to guests' queries, assisting them in the best possible way to meet their requirements.
  • Interact effectively with other hotel staff members for efficient teamwork and departmental operation.
  • Deliver excellent departure care to make guests want to be return customers.
  • Assigned to the ‘Welcome Service Team,’ I handled VIP guests, fetching them upon their arrival and coordinating their safe transport to the hotel.

Education

Web Studio Design -

Informatics Computer Institute
01.2007

B. S. - Information Technology

St. Joseph’s College
01.2003

Skills

  • Proficient in Adobe Photoshop
  • Proficient in Adobe After Effects
  • Proficient in DaVinci Resolve
  • Team leadership
  • Staff training
  • Customer relationship management
  • Supervisory skills
  • Attention to detail
  • Customer service
  • Advertising campaign management
  • Responsive to new challenges
  • Working under pressure
  • Consistent reliability
  • Adaptability in challenging situations

PERSONAL DETAILS

  • Height: 188 cm
  • Weight: 97 kg
  • Citizenship: Filipino
  • Date of Birth: 03/17/82

Training

  • Galaxy Grooming Workshop, Galaxy Hotel, 02/01/13
  • World Class Asian Heart Service Program, Galaxy Hotel
  • MORS (Macau Occupational skills Recognition System), Galaxy Hotel
  • Customer Handling, Urban Outlet, 11/01/04

Recognition Awards

  • Promoted from Door Attendant to Bell Captain, 03/01/14, Galaxy Hotel
  • Promoted from Bell Captain to Front Service Supervisor, 4/01/23, Galaxy Hotel
  • Nominated as ‘Star of the Month’, 04/01/13, Galaxy Hotel
  • Certificate for passing the MORS Training Manual for Concierge and Bell Attendant
  • Received appreciation letter/comments from guests, Galaxy Hotel
  • Monetary award for achieving sales goal from previous employments

Timeline

Front Service Supervisor

Galaxy Hotel
03.2014 - Current

Door Attendant / Welcome Service Team

Galaxy Hotel
12.2012 - 02.2014

Web Studio Design -

Informatics Computer Institute

B. S. - Information Technology

St. Joseph’s College

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Kris Vergel Dacanay Estrella