1. Esmeralda M. Español
Al Markhniya, Al Ain Abu Dhabi
Mobile number: +971568827352
E-mail add: emerald_1510@yahoo.com
INFORMATION:
Nickname: EMERALD
Birthday : June 10, 1983
Place of Birth: Manila, Philippines
Civil Status: Single
Religion : Catholic
Citizenship: Filipino
Weight : 59 kg
Height : 5’8
Language Spoken: English & Tagalog
EDUCATIONAL BACKGROUND:
College: BACHELOR OF SCIENCE MAJOR IN HOTEL & RESTAURANT
MANAGEMENT
Eulogio Amang Rodriguez Institute of Science & Technology
1999- 2003
Secondary: Balingasa High School
1995- 1999
Elementary: Balingasa Elementary School
1989- 1995
EXPERIENCES:
Telal Resort and Heritage Village
Remah Al Ain
Receptionist/Guest Service Agent/ Reservation/ Telephone Operator/ CID Officer
March 09, 2016- up to present
• Answer telephone calls from guests seeking to make or cancel hotel reservation
• Greet arriving guests, assign rooms, issue keys, and collect guest payment and billing information
• Answer guest requests for assistance and coordinate with housekeeping, bell service, staff and management
to fulfill guest requirements
• Provide guests with access to hotel services, forward in-room meal requests, and ensure that mail, faxes and
packages are delivered in a timely manner
• Deal with irate guests and find ways to resolve issues to the guest's satisfaction
• Serve as concierges, assisting guests with ground transportation, restaurant or entertainment reservations, and
providing other information about the locale.
• Responsible for bookkeeping duties, including maintaining a cash drawer, preparing bank deposits and
posting charges for items that guests may order or use during their stay
• calculate the guest's final bill and collect payments
• Entering the guest data such as valid passport or ID of all guest checked in and check out rooms using my
direct access to CID Department of Abu Dhabi as their requirements in all the hotels.
MOEVENPICK HOTEL AND RESORT AL BIDA’A
Al Tawaan Street Salmiya Kuwait
Front Office Receptionist
June 03, 2014- February 25, 2016
• Checks in guest in an efficient and friendly manner, using guest name whenever possible. Assures that guest
is assigned type of room requested and the correct rate is charged using Opera system version 0.5. Arranges
for luggage to be delivered to guest room. Issues correct keys to the guest.
• Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents
bill to guest. Settles bill accurately through credit card, cash transaction, bank transfer payment, third party
auth., cheque
• Provides five stars hotel services to guest.

2. • Answering telephone calls internal and external in absence of guest service. All calls forwarded to Reception.
• Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign
currency. Reconciles all transactions at the close of each shift
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating
special requests whenever possible; resolves customer complaints; assists customers in all inquiries in
connection with hotel services, hours of operations, key hotel personnel, in-house events, directions
• Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and
by phone.
• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block
rooms for arriving guests
• Works harmoniously and professionally with co-workers and supervisors
• Accepts reservations of walk in, different online, travel agent and hotel site for changes and cancellations in
the absence of Reservations Department Staff.
• Answering all emails within the shift. Make sure that email has been updated.
• Checking all registration cards of actual arrival on that date with updated profile in the system. Attached
proper covering letter and valid ID or passport. And correct rate has been charged and to be rolled after the
night run.
• Giving the proper handover to the next shift.
GLORIA HOTEL & FURNISHED APARTMENT TOWER 1 & 2
P.O. Box 502222 Media City Dubai, UAE
September 26, 2010- July 02, 2013
Front Office Administrator/ Supervisor/ Receptionist
FRONT OFFICE ADMINISTRATOR
Accommodate visitors, clients and job candidates for tower 1 & 2
• Operate switchboard and direct potential clients to relevant departments
• Control distribution of conference call numbers
• Coordinate conference room bookings and appointments for Top VIP’s
• Record, file and track all outgoing and incoming courier and sort mail
• Manage all matters pertaining to reception/office appearance and utilities using Opera system version 0.5
• Cooperate with Office Manager on local facility
• Maintain database of suppliers and service providers
• Procure office furniture and supplies using F.B.M system
• Maintain inventory of office stationery
• Assist Office Manager with office fit out requirements
• Record all incoming invoice, gaining appropriate approval where necessary, and forward to Finance Department in
a timely fashion
• Prepare expense claims for staff, gaining appropriate approval where necessary, and forward to Finance Department
in a timely fashion
• Prepare petty cash records and cash count on a monthly basis, and send information to Finance Department by the end
of the month
• Maintain updated list of staff names, contact information, birthdays and movement records
• Assist with administrative tasks and provide research and administrative support to all departments and individuals,
where necessary
• Ad hoc duties as required and directed by your line manager
FRONT OFFICE SUPERVISOR
• In charge of the staff that directly assists hotel guests.
• responsible for the smooth operation of check-ins and check-outs using Opera system version 0.5, guest
services, guest satisfaction and rectifying any issues that arise
• in charge for front office supplies and furniture using FBM
• responsible for scheduling the staff using Oracle system and is expected to be knowledgeable and capable of
performing all front desk tasks
• in charge to train newly hired staff of front office department
• Reports directly to the duty manager, assistant front office manager and front office manager.
FRONT OFFICE RECEPTIONIST
• Checks in guest in an efficient and friendly manner, using guest name whenever possible. Assures that guest
is assigned type of room requested and the correct rate is charged using Opera system version 0.5, scanning

3. of passport using VICAS directly sending to CID. Arranges for luggage to be delivered to guest room. Issues
correct keys to the guest. Gloria Hotel has 1,010 rooms per each tower.
• Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents
bill to guest. Settles bill accurately through credit card, cash transaction, bank transfer payment, third party
auth., cheques.
• Maintains a balanced bank assigned by the hotel. Makes change, cashes checks, and exchanges foreign
currency. Reconciles all transactions at the close of each shift
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating
special requests whenever possible; resolves customer complaints; assists customers in all inquiries in
connection with hotel services, hours of operations, key hotel personnel, in-house events, directions
• Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and
by phone.
• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block
rooms for arriving guests
• Works harmoniously and professionally with co-workers and supervisors
• Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer
guest calls and direct them appropriately in the absence of a Communications Operator
PERSONAL PROFILE:
• Can work under pressure with full strength, positive image and have very good attitude with
associates.
• Can easily relate to different kinds of people from all walks of life.
• Hardworking and willing to be trained.
• With good moral, written & interpersonal communication skills.
• Computer literate.
• Knowledgeable in hotel & restaurant industry.
CHARACTER REFERENCE:
Mr. Mohamed Hassan
Front Office Manager
Gloria Hotel & Furnished Apartments Tower 1
Ms. Rita Musayeava
Guest Relations Manager
Gloria Hotel & Furnished Apartments Tower 1
Ms. Marcel Salvador
Accounts Administrator
Gloria Hotel & Furnished Apartments Tower 1 & 2