cv ema 2016

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AUCKLOO ESPERANZA Y MENDOZA

122, Avenue des Marlins, Morcellement de Chazal, Albion, Mauritius

DOB: 23rd of August 1961 Nationality: Mauritian Marital Status: Married

Driving License: Yes Phone: +233 546116167 / 508320426

Email: [email protected]

______________________________________

OBJECTIVE

To find a challenging position to meet my competencies, capabilities, skills, education and experience.

PROFILE

A self-motivated, competent and imaginative individual, able to communicate at all levels showing excellent man

management skills. A pleasant personality and mixes well socially. Experience in pre openings, bilingual

professional and encourages ownership and employee engagement in the workplace.

CORE COMPETENCIES

Sales Promotions & Marketing Skills Pre Openings / Opening Experience First Class Guest Service

Experience in Food & Beverage Services

PROFESSIONAL EXPERIENCE

HOTEL MANAGER NOVEMBER 2016 TO DATE

Hotel Georgia

32 Volta Avenue, Kumasi – Ashanti

12 Patrice Lumumba Road, Airport Residential Area, Accra

Ghana

Hotel Georgia have 2 hotels, one in Accra with 20 rooms and Kumasi with 32 rooms and 22 apartments, both a

three star hotel, is a hospitality business entity that provides cutting edge solutions to allow corporate bodies

and individuals have access to a range of luxurious and quality services in the accommodation, conferencing,

restaurant and other facilities.

GENERAL MANAGER FEBRUARY 2013 to DECEMBER 2015

Planter’s Lodge & Spa

Dixcove Hill, Takoradi

Ghana

Planter’s Lodge & Spa is a three star, the only luxury heritage hotel in Takoradi, Ghana with 44 rooms, 6 Executive

Suites, 12 Bungalow Suites, 3 Luxury Bungalows (each bungalow with 2 bedrooms) and 20 Garden Rooms. It has

also a Mango bar and restaurant, Caramel Tea Shop, Sanctuary Spa, State of the Art Gym and with a professional

9 hole putting green which is free of charge for guests.

MAIN DUTIES:

Provide effective operational leadership in strategy, organization and supervision of the entire hotel

operations.

Determine operational strategies.

mailto:[email protected]

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Organize and supervise and direct entire hotel operations.

Monitor the daily activities of the hotel.

Prepare overall budget of the hotel and operate within agreed budget.

Provide job related instructions.

Maintain good relation with communication and business houses.

Ensure that the hotel has adequate input for the smooth and efficient operation of the hotel’s day to day

activities.

Ensure the achievement of quality service/product commensurate to the standard of the hotel.

Ensure policies and rules are implemented and set targets are achieved.

Coordinate functions.

Ensure high staff moral and low staff turnover.

Procure all items of the hotel.

Liaise and cooperate with departmental heads to acquire proper understanding of departmental

requirements.

Identify market segment while maintaining the usual guests.

Measure of success:

Effective coordination of departments

Effective control systems

ADMINISTRATIVE MANAGER JUNE 2010 to DECEMBER 2011

Teknik Construction Ltd

83 Georgetown Building, Quatre Bornes

Mauritius

MAIN DUTIES:

Manage the administration and maintenance of company records databases accurately and efficiently.

File and archive information that ensures easy retrieval of information.

Assist with basic reports by undertaking basic analysis and research.

Maintain confidentiality and exercise discretion in relation to all matters and information concerning the

company and clients.

Assisting the Contract Manager with letter of contracts for site agreements.

Works with staff and consultants in the preparation of certain reports and other materials going to the

board.

Responsible for the accounts receivable/payable, processing payroll, office and facilities management.

Organising all site requirements for construction projects.

Other duties as assigned.

DEPUTY HOTEL MANAGER/ROOMS DIVISION MARCH 2006 to DECEMBER 2009

Tamarin Hotel

Tamarin Bay, Tamarin

Mauritius

Tamarin Hotel is a three star beach hotel which includes 71 rooms, standard, bungalows, family villas, and suites.

Space and structures "Kitch" describe the whole of the common buildings and the large swimming pool which

are integrated perfectly into the vast tropical garden. It includes a restaurant and 2 bars, swimming pool, wellness

centre, mini club, and tennis court.

MAIN DUTIES:

As parts of the main duties were to direct, manage and control Reservation, Reception and Telephone Section,

Front Office Cashier, Housekeeping and Porters Department.

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Assist the General Manager on the overall operation of the Hotel such as:

To achieve budget set by the group and action plan when budget not met.

Set targets for heads of department.

Monitored daily briefing with deadlines.

To ensure total satisfaction of our guest through our quest analysis and to take actions when needed.

Ensure all procedures are followed properly; keep the hotel standard of service toward guest at all times.

Ensure good communication and cooperation between Front Office, Housekeeping Department and

other Departments.

Responsible for rooms' control and rate restriction.

Control expenses of Front Office and housekeeping Department.

Responsible for Front Office and Housekeeping Department training and staff recruitment.

Control the room keys.

Prepare monthly reports.

Assist the General Manager in sales promotion and marketing of the hotel by maintaining good client

relationships.

Handle other instruction from the General Manager.

Accomplish any other duty that may be assigned by the General Manager to ensure the smooth running

of the hotel.

Other duties as assigned.

CONSULTANT FOR FRONT OFFICE MARCH 2005 to MAY 2005

Indian Resort Hotel & Spa AUGUST 2005 to SEPTEMBER 2005

Point Sud-Ouest, Le Morne

Mauritius

Indian Resort & Spa is a 4 star deluxe resort hotel of 349 rooms managed by the APAVOU GROUP OF HOTELS,

located on the south west coast of the Island. Six restaurants, a Thalasso Therapy centre, conference facilities, a

leisure centre comprising of bowling, nightclub, casino, and light restaurant.

MAIN DUTIES:

Duties included reviewing and ensuring that the standard and procedures are properly maintained at the Front

Office Reception, to train and coach the staff accordingly.

ROOMS DIVISION MANAGER NOVEMBER 2003 to FEBRUARY 2005

Tamarin Hotel

Tamarin Bay, Tamarin

Mauritius

Tamarin Hotel is a three star beach hotel which includes 71 rooms, standard, bungalows, family villas, and suites.

Space and structures "Kitch" describe the whole of the common buildings and the large swimming pool which

are integrated perfectly into the vast tropical garden. A restaurant and 2 bars, swimming pool, wellness centre,

mini club, and tennis court.

MAIN DUTIES:

Directs, manage and controls Reservation, Reception and Telephone Section, Front Office Cashier, Housekeeping

and Porters Department.

Assist the General Manager on the overall operation of the Hotel such as:




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Ensure good communication and cooperation between Front Office, Housekeeping Department and

other Departments.

Be responsible for rooms' control and rate restriction.

Control expenses of Front Office and Housekeeping Department.

Responsible for Front Office and Housekeeping Department training and staff recruitment.

Control the room keys.

Prepare monthly reports.

Assist the General Manager in sales promotion and marketing of the hotel by maintaining good client

relationships.

Handle other instruction from the General Manager.

Accomplish any other duty that may be assigned by the General Manager to ensure the smooth running

of the hotel.

FRONT OFFICE MANAGER FEBRUARY 2003

Belle Mare Plage The Resort

Belle Mare, Flacq

Mauritius

Belle Mare Plage The Resort is a 5* family friendly resort running alongside a perfect 2km white sand beach, set

amidst 37 acres of beautiful tropical gardens. With 235 rooms separated into 5 styles of accommodation from

contemporary suites with ocean view to family villas complete with private garden, pool and butler service, 7

restaurants serving island and international cuisine, and 5 bars offering beachside vibe to sophisticated cocktail

lounge.

Superb choice of sports including first class diving centre and free unlimited use of two 18-holes championship

golf courses. Restore equilibrium at the Spa de Constance and Shiseido spa for body and beauty treatments. A

conference room fully equipped for up to 100 people.

MAIN DUTIES:

To maintain standards of service and organize, plan, direct and manage the Front Office department. Ensure that

the hotel guests enjoy the most pleasant and efficient lodging experience possible and maximize the Belle Mare

Plage experience to foster repeat business.

Organize, direct and manage the Front Office activity including front desk registration, check out, credit,

guest accounts and guest complaints.

Ensure the standards of appearance and hygiene of all staff especially uniform porters and reception

staff.

Handle all guest complaints concerning the Rooms Division, taking corrective action to prevent

recurrence and convert the guest into a repeat customer.

Manage and animate the whole team of Front Office liaising with the Rooms Division Manager.

Maintain an efficient service at all times.

Ability to lead his team and good human relations.

Organize daily briefing and monthly meetings with Porters and Reception staff.

Liaise with the Housekeeping for the comfort of the guests, as well as, all persons or organizations in the

areas of responsibilities.

Manage all telecommunications a system within the hotel including telephone, fax, and e-mail is

operating or installed properly and all communications to and from hotel guests is handled promptly,

courteously, tactfully with positive attitudes.

Ensure appearance and grooming guidelines are adhered to by Reception staff at all times.

Accomplish any other duty that might be assigned to ensure the smooth running of the hotel.

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Ensure all company policies and procedures are adhered to at all times.

ROOMS DIVISION MANAGER SEPTEMBER 2002 to JANUARY 2003

Indian Resort Hotel & Spa

Point Sud-Ouest, Le Morne

Mauritius

Indian Resort Hotel & Spa is a 4 star deluxe resort hotel of 349 rooms managed by the APAVOU GROUP OF

HOTELS, located on the south west coast of the Island. Six restaurants, a Thalasso Therapy centre, conference

facilities, a leisure centre comprising of bowling, nightclub, casino, and light restaurant.

Pre – opening:

Prepare and implement standard operation procedures for rooms division.

Planning, recruiting and training of personnel.

Coordinate with the heads of department for the opening of the hotel.

MAIN DUTIES:

Directs, manage and controls Reception, Reservation, and Telephone Section, Housekeeping and Porters

Department. Day to day tasks includes overseeing the Front Desk members of staff including booking clerks and

receptionists, coordinating reservations and monitoring room allocation, training and interviewing new members

of staff, and dealing with guest complaints that have been escalated from more junior member of staff.

Supervise continuous 7 day/week, 24 hour front office operation, night audit and housekeeping

operations and assigned staff, including hiring, training, evaluating performance and scheduling work.

Monitor all front office financial operations, including group billing, verifying rates/discounts, daily sales

reconciliation, petty cash and room inventory controls.

Formulate budgets and prepare monthly revenue/expense forecasts.

Maintain customer service/satisfaction standards; handle customer service issues; process refunds.

Maintain and operate all computer equipment.

Work closely as liaison with internal sales account executive. Responsible for Front Office and

Housekeeping Department training and staff recruitment.

Responsible for Front Office, Reservation and Housekeeping Department training and staff recruitment.

Ensure total satisfaction of our guest through our quest analysis and to take actions when needed.



Perform daily room and property inspections.

Perform other related duties, as assigned.

DEPUTY HOTEL MANAGER MAY 2000 to AUGUST 2002

Le Bougainville Hotel

La Pelouse, Trou D’eau Douce

Mauritius

Le Bougainville Hotel, a three star newly refurbished and managed by the APAVOU GROUP OF HOTELS. The

group owned and managed 17 hotels from 2 to 4 star hotels in the Indian Ocean.

A charming small resort hotel consists of 50 rooms including 15 family rooms all equipped with private terrace.

The hotel offers two restaurants, two bars, water sports facilities and evening entertainment.

Pre – opening:

Responsible for the preparation and implementation of the standard operation procedures for front

office, reservation and housekeeping department.

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MAIN DUTIES:

Assist the Hotel Manager on the overall operation of the Hotel such as:




With the HR dept to establish training program for all outlets.

Assist the Hotel Manager in the sales promotion and marketing of the hotel.

Assist the Hotel Manager to manage all areas of the hotel in accordance with brand standards to achieve

a friendly atmosphere of superior guest service and product quality.

Directs, manage and controls Front Desk, Reservation, and Housekeeping Department.


Personally demonstrates a commitment to guest service by responding to guest needs.

Perform daily room and property inspections.

Perform any other cognate duty as may be assigned from time to time by the Hotel Manager.

FRONT OFFICE MANAGER SEPTEMBER 1999 to MARCH 2000

Le Paradise Cove Hotel

Anse La Raie, Cap Malheureux

Mauritius

Le Paradise Cove is a 5* boutique resort hotel offers 47 spacious deluxe rooms, 18 junior suites and 2 Ocean

suites. All rooms are equipped with air conditioning, cable television, mini bar, internet, safe, music system and

sea facing balconies or terraces. The hotel offers 2 restaurants and 2 bars.

MAIN DUTIES:

Assist in the preparation and the management of a Front Office Budget.

Assist in hiring, training and developing of Front office staff with the Personnel Department

Constantly control quality in work done in the department according to service standard and

presentation of the hotel.

Take responsibility of prompt, correct and friendly appearance of all Front Office, Guest Relations and

Sports personnel.

Responsible for guest accounts, rates and correct clearance to the accounting department.

Ensure the smooth running of the Front Office by controlling the reception, reservation, cashiering, night

auditing, bell service, telephone operators, guest relations and sports entertainment.

Resolve guest problems quickly, efficiently and courteously.

Prepares monthly front office statistics.

Perform any other cognate duty as may be assigned from time to time by the Management.

ADMINISTRATION/ACCOUNTS DEPARTMENT MAY 1996 to AUGUST 1999

De Chazal Du Mee & Co Ltd

Les Jamalacs Building, Old Council Road

Port Louis, Mauritius

MAIN DUTIES:

Follow up debtors and update creditors list.

Prepare internal requisitions.

Check and order stationeries and other office supplies.

Create and maintain proper filing system.

Prepare cheques for payments.

Prepare internal purchase requisitions.

Prepare bank reconciliations.

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FRONT OFFICE MANAGER MAY 1995 to MAY 1996

Belle Mar Plage The Resort

Belle Mare, Flacq

Mauritius

Belle Mare Plage The Resort is a 5* family friendly resort running alongside a perfect 2km white sand beach, set

amidst 37 acres of beautiful tropical gardens. With 235 rooms separated into 5 styles of accommodation from

contemporary suites with ocean view to family villas complete with private garden, pool and butler service, 7

restaurants serving island and international cuisine, and 5 bars offering beachside vibe to sophisticated cocktail

lounge.

Superb choice of sports including first class diving centre and free unlimited use of two 18-holes championship

golf courses. Restore equilibrium at the Spa de Constance and Shiseido spa for body and beauty treatments. A

conference room fully equipped for up to 100 people.

MAIN DUTIES:

To maintain standards of service and organize, plan, direct and manage the Front Office department. Ensure that

the hotel guests enjoy the most pleasant and efficient lodging experience possible and maximize the Belle Mare

Plage experience to foster repeat business.

Organize, direct and manage the Front Office activity including front desk registration, check out, credit,

guest accounts and guest complaints.

Ensure the standards of appearance and hygiene of all staff especially uniform porters and reception

staff.

Handle all guest complaints concerning the Rooms Division, taking corrective action to prevent

recurrence and convert the guest into a repeat customer.

Manage and animate the whole team of Front Office liaising with the Rooms Division Manager.

Maintain an efficient service at all times.

Ability to lead his team and good human relations.

Organize daily briefing and monthly meetings with Porters and Reception staff.

Liaise with the Housekeeping for the comfort of the guests, as well as, all persons or organizations in the

areas of responsibilities.

Manage all telecommunications systems within the hotel including telephone, fax, and e-mail are

operating or installed properly and all communications to and from hotel guests is handled promptly,

courteously, tactfully with positive attitudes.

Ensure appearance and grooming guidelines are adhered to by Reception staff at all times.

Accomplish any other duty that might be assigned to ensure the smooth running of the hotel.


FRONT OFFICE MANAGER NOVEMBER 1993 to JUNE 1994

Berjaya Le Morne Beach Resort & Casino

Le Morne, Mauritius

Berjaya Le Morne Beach Resort and Casino is a 4* resort hotel, with 196 rooms Malaysian style and 4 Presidential

suites, 3 restaurants, 3 bars, equipped with air conditioning, television, safe, internet, and mini bar, with terrace or

balcony and a conference room for up to 300 people.

Pre – opening:

Responsible for the preparation and implementation of all front office procedures.

Coordinate with the heads of department for the opening of the hotel.

MAIN DUTIES:

To maintain 5 star standards of service and organize, plan, direct and manage the Rooms Department for the

hotel, including Front Office, Uniform Services and Telecommunications to ensure that the hotel guests enjoys

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the most pleasant and effective lodging experience possible and maximize the Berjaya experience to foster

repeat business.

Responsible for all activities and matters that affect the availability, sale ability, cleanliness and

appearance of the lodging facilities

Organize, direct and manage the front office activity including check in/check out, reservation, guest

accounts and guest complaints.

Direct and manage the preparation and analysis of ten days, three months, and twelve months control

and forecast reports for rooms business to include reservations, no shows, guarantees, room blocks,

suites, special requests in order to maintain continual control of the availability of rooms to obtain the

highest percent of occupancy at the highest possible average room rate.

Assist in the sales effort of the hotel by maintaining good client relationship, especially but not limited to

airlines executives, travel agents, and travel organizations, visiting dignitaries, government employees

and regular customers.

Responsible for setting up and maintaining ongoing training programmes in the Rooms Division in

conjunction with the Training Manager.

Ensure Rooms Division policy and procedures manuals are complete and up to date at all times.

Assume responsibility of Duty Manager when rostered to do so. Formulate monthly duty manager

rotation.

Establishes budgets and forecasts for the department and rooms’ occupancy.

Prepares monthly report and suggests actions to improve occupancy and performance.

Close liaises with Housekeeping for the comfort of the guests, as well as all persons or organizations in

her areas of responsibilities. Maintain close relation with F&B Department.

Perform any other cognate duties as maybe assigned from time to time by the Management.

FRONT OFFICE MANAGER JUNE 1992 to FEBRUARY 1993

Le Paradise Cove Hotel

Anse La Raie, Cap Malheureux

Mauritius

Le Paradise Cove is a 5* boutique resort hotel offers 47 spacious deluxe rooms, 18 junior suites and 2 Ocean

suites. All rooms are equipped with air conditioning, cable television, mini bar, internet, safe, music system and

sea facing balconies or terraces. The hotel offers 2 restaurants and 2 bars.

MAIN DUTIES:

Assist in the preparation and the management of a Front Office Budget.

Assist in hiring, training and developing of Front office staff with the Personnel Department

Constantly control quality in work done in the department according to service standard and

presentation of the hotel.

Take responsibility of prompt, correct and friendly appearance of all Front Office, Guest Relations and

Sports personnel.

Responsible for guest accounts, rates and correct clearance to the accounting department.

Ensure the smooth running of the Front Office by controlling the reception, reservation, cashiering, night

auditing, bell service, telephone operators, guest relations and sports entertainment.

Resolve guest problems quickly, efficiently and courteously.

Prepares monthly front office statistics.

Perform any other cognate duty as may be assigned from time to time by the Management.

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FRONT OFFICE RECEPTIONIST OCTOBER 1991 to MAY 1992

Maritim Hotel

Turtle Bay, Balaclava

Mauritius

The Maritim Hotel is a luxurious 4-star plus resort of a very high standard and one of the leading hotels of

Mauritius, consists of 221 sea-facing rooms and suites includes private balcony or terrace. All rooms are

equipped with air conditioning, TV & video, mini bar, telephone, safe and business rooms with Internet & e-mail

access. Three restaurants, two bars and a pool lounge overlooking the twin pools provide a luxurious yet

comfortable background.

MAIN DUTIES:

Handles all procedures in connection with guest arrivals, registrations, check outs and services in general

to the standard required. Maintain good customer relation at all times. Handles check in/check out of

guests in a fast and efficient way.

Responsible for the preparation of registration cards and key cards prior to guest arrival.

Coordinate with Housekeeping with regards to room discrepancies and update room availability in the

system.

Ensure that room blocked for arrivals, returning guests and VIPs are checked with amenities and special

requirements.

Update guest folio; ensure that guest accounts are up to date before check out.

Handle guest messages and mail efficiently and hand it to the Porter for distribution to guests.

Maintain cash float and balance all takings and report any discrepancies to the Front Office Manager.

Report and record all guest complaints and messages in the logbook and pass same daily to Chef de

Reception.

Ensure effective hand over with the next shift before leaving the Reception.

Be sales oriented. Recommend other sales areas in the hotel.

Ensure perfect relation between guest and the hotel and assist them in every possible way.

Maintain a friendly and helpful relationship with guest for the duration of their stay.


FRONT OFFICE RECEPTIONIST JULY 1987 to APRIL 1989

Dubai International Hotel (Trusthouse Forte)

Dubai, United Arab Emirates

Dubai International is a five star deluxe hotel features 384 rooms including 96 Royal Club rooms and suites

managed by THE TRUSTHOUSE FORTE. The hotel also features conference and banqueting facilities for up to

1500 people. Facilities include 12 restaurants, bars, tea/ice cream parlour, 24 hours room service, business centre,

nightclub (members only) and fully equipped health & fitness club.

MAIN DUTIES:

Handles all procedures in connection with guest arrivals, registrations, check outs and services in general

to the standard required. Maintain good customer relation at all times. Handles check in/check out of

guests in a fast and efficient way.

Responsible for the preparation of registration cards and key cards prior to guest arrival.

Coordinate with Housekeeping with regards to room discrepancies and update room availability in the

system.

Ensure that room blocked for arrivals, returning guests and VIPs are checked with amenities and special

requirements.

Update guest folio; ensure that guest accounts are up to date before check out.

Handle guest messages and mail efficiently and hand it to the Porter for distribution to guests.

Maintain cash float and balance all takings and report any discrepancies to the Front Office Manager.

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Report and record all guest complaints and messages in the logbook and pass same daily to Chef de

Reception.

Ensure effective hand over with the next shift before leaving the Reception.

Be sales oriented. Recommend other sales areas in the hotel.

Ensure perfect relation between guest and the hotel and assist them in every possible way.

Maintain a friendly and helpful relationship with guest for the duration of their stay.


F & B RECETIONIST SEPTEMBER 1984 to OCTOBER 1986

Studio Seven Club

Dubai International Hotel (Trusthouse Forte)

Dubai, United Arab Emirates

Dubai International is a five star deluxe hotel features 384 rooms including 96 Royal Club rooms and suites

managed by THE TRUSTHOUSE FORTE. The hotel also features conference and banqueting facilities for up to

1500 people. Facilities include 12 restaurants, bars, tea/ice cream parlour, 24 hours room service, business centre,

nightclub (members only) and fully equipped health & fitness club.

MAIN DUTIES:

Supervises and coordinates activities of Studio Seven personnel to provide fast and courteous service to

guests.

Schedules table reservations and arrange parties or special services for diners.

Greets guests, escorts them to tables, and provides menus.

Assigns work tasks and coordinates activities of Studio Seven personnel to ensure prompt and courteous

service to patrons.

Inspects serving stations for neatness and cleanliness, and requisitions table linens and other supplies for

tables and serving stations.

Prepare beverages and expedite food orders.

May total receipts, at end of shift, to verify sales and clear cash register.

May collect payment from customers.

ASSISTANT SUPERVISOR JULY 1983 to SEPTEMBER 1984

F & B Lobby Department

The Manila Peninsula Hotel (The Peninsula Group)

Makati, Metro Manila

Philippines

The Manila Peninsula is a five star deluxe hotel offers 500 elegantly appointed rooms and Suites managed by THE

PENINSULA GROUP. All rooms with telephone, Internet TV & video, fax machines, coffee & tea facilities, mini bar,

safe, complete bathroom facilities. The facilities, fine dining outlets and renowned service at the hotel make it the

perfect home for the discerning business and leisure travellers.

MAIN DUTIES:

Under the general guidance and supervision of the Restaurant Supervisor, and within the limits of established

corporate Policies, Procedures and Food and Beverage Manual, assist in overseeing and directing all aspects of all

personnel engage in providing courteous and efficient service of Food and Beverage in the Lobby.

Report directly to the Supervisor/Restaurant Manager.

Provides functional assistance and direction to the Food and Beverage outlet operation as assigned.

Interacts and cooperates in coordinating functions activities with other Food and Beverage Outlets and

other Departments as required.

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Assists in supervising and participating the day-to-day function of outlet employees, facilities, sales,

expenses, services and maintains a high level of efficiency in the operations and ensures that the

requirements of guests and the Hotel Standards are met.

Controls an ongoing basis the quality of service, guest satisfaction, sanitation, cleanliness, and hygiene

and materials supplies.

To ensure sufficient stocks of all equipment and linen requirements are met.

Pre service works are carried out appropriately.

Participates in the service when necessary.

Ensure that all checks have been signed by guests and that figures are correct before passing on the

cashier and all administration of obtaining and delivering procedures are followed.

Attends and participates in formal training held by Manpower or Outlets in regard to Food and Beverage

Service Quality Standard Expectation and Future Career Development.

Attends to guest's comments, complaints or requests regarding Food and Beverage Service Quality and

significant activities in supervisor’s log book, discuss same with Restaurant Supervisor/Manager.

Established and maintains effective employee relations.

Attends and contributes to outlet meeting and briefing.

Maintains an effective working atmosphere in outlet operation by mean of good communication system

between Kitchen, Bar, Stewarding and Cashier.

Performs related duties and special projects as assigned.

CAPTAIN WAITRESS JUNE 1982 to JULY 1983

F & B Lobby Department

The Manila Peninsula Hotel (The Peninsula Group)

Makati, Metro Manila

Philippines

The Manila Peninsula is a five star deluxe hotel offers 500 elegantly appointed rooms and Suites managed by THE

PENINSULA GROUP. All rooms with telephone, Internet TV & video, fax machines, coffee & tea facilities, mini bar,

safe, complete bathroom facilities. The facilities, fine dining outlets and renowned service at the hotel make it the

perfect home for the discerning business and leisure travellers.

MAIN DUTIES:

Supervises and coordinates activities of the Lobby personnel to provide fast and courteous service to

guests.

Schedules table reservations and arrange parties or special services for diners.

Greets guests, escorts them to tables, and provides menus.

Assigns work tasks and coordinates activities of the Lobby personnel to ensure prompt and courteous

service to guests.

Inspects dining room serving stations for neatness and cleanliness, and requisitions table linens and

other dining room supplies for tables and serving stations.

May schedule work hours and keep time records of personnel.

May prepare beverages and expedite food orders.

May total receipts, at end of shift, to verify sales and clear cash register.

May collect payment from customers.

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LANGUAGES Fluent in English, French, Tagalog and Mauritian Creole

COMPUTER SKILLS

Ezee Network Hotel Software CHARMS Hotel System Amadeus Hogatex PMS MICROS-Fidelio PMS

Infogenesis Hospitality and POS Management Proficient in Microsoft Office 2013 Basic Windows Applications

Internet Search Engines

EDUCATION

Certificate in Tourism and Hotel Management, Philippine Plaza Hotel, Manila Philippines, 1981

Far Eastern University, Manila, Metro Manila, Philippines, 1980

National College Entrance Examination, Quezon City Academy, Quezon City, Philippines, 1978

Quezon City Academy, Quezon City, Philippines, 1977 to 1978

SUMMARY OF QUALIFICATIONS:

Two years Industrial Engineering | Tourism and Hotel Management | Word Processing WordStar 2000 plus |

Formation des Formateurs | Excel Introduction Course | Fire Fighting Course | Dale Carnegie Training on Effective

Communication and Human Relations Skills for Success

REFERENCES

Mrs Devi Darko, CEO, Planter’s Lodge & Spa, Dixcove Hill. Takoradi, Ghana

Mr Cyril Michel, General Manager, Tamarin Hotel, Tamarin Bay, Tamarin, Mauritius

Mr Michael Schoonwagen, General Manager, Royal Mougins, Golf Club, 424 Avenue Du Roi, 06250 Mougins,

France

Mrs Janette Hanssen, General Manager, Auchen Castle Hotel, Scotland

Mr Christophe Plantier, General Manager, Belle Mare Plage The Resort, Belle Mare, Mauritius

Mr Sona Bissondoyal, Resident Manager, Belle Mare Plage The Resort, Belle Mare, Mauritius

Me Jean Marc Harel, Managing Director, De Chazal Du Mee & Co Ltd, Les Jamalacs Building, Old Council Road,

Port Louis, Mauritius

Mr Stephane Baras, Directeur D’Exploitation, Les Hotels Apavou, Turtle Bay, Balaclava, Mauritius

Mr Punit Tandon, Resident Manager, Le Paradise Cove Hotel, Anse La Raie, Cap Malheureux, Mauritius

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Mr Khalidass Ramproguss, Human Resource Manager, Berjaya Le Morne Beach Resort & Casino, Le Morne,

Mauritius

Mr Ahklasur Rahman, Deputy Hotel Manager, Maritim Hotel, Turtle Bay, Balaclava, Mauritius

Mr Sunil Menon, Front Office Manager, Dubai International Hotel (Trusthouse Forte), Dubai, United Arab

Emirates

Mr Frank Reichenbach. F & B Manager, The Manila Peninsula Hotel, Makati, Metro Manila, Philippines

Mr Paul Woerle, Restaurant Manager, The Manila Peninsula Hotel, Makati, Metro Manila, Philippines

______________________________________

CV | AUCKLOO Esperanza Y Mendoza

cv ema 2016

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