DONNA V. SANTOS
Sommelier/ Head Sommelier
Malolos, Province Of Bulacan,BUL
Summary
Dynamic and results-driven professional with a proven track record in revenue generation and customer satisfaction, shaped by extensive experience in the hospitality and cruising industry. Expertise in enhancing operational systems and maximizing sales through innovative strategies, coupled with a strong commitment to continuous improvement. A steadfast dedication to delivering excellence fosters a reputation as a 'guest champion' while promoting teamwork and mutual respect among colleagues. Eager to leverage opportunities for professional growth and skill development, ensuring contributions align seamlessly with organizational success.
Overview
29
29
years of professional experience
Work History
Sommelier
Celebrity Cruise Lines
09.2023 - Current
- To achieve and maximize beverage sales in line with the company revenue plan with excellent guest satisfaction through adherence to company policies and service standards, leverage expertise and fame to elevate the wine experience for guests and build a strong brand reputation within the industry.
- Achievements: Performed tasks responsibly and professionally with no issues or complaints from the guest whatever challenge came along the way. Recognized as a CREW MEMBER OF THE MONTH - September 2024 being exceptionally dedicated crew member embodying the values of the Celebrity Way, which elevates everything we do for our guest and each other.
Wine Steward/Head Wine Steward
Norwegian Cruise Line, Norwegian Gem
05.2022 - 01.2023
- Responsible for the entire onboard wine program to include sales, service, inventory, re-stocking, and proper requisitioning procedures. Achieving guest satisfaction targets established for the ship while adhering to all company wine service standards and sequence of service. Ensure that all company wine service standards and sequences of service are adhered to by the staff. Assists in ensuring that the department is in compliance with all company policies, rules, and regulations. Maintains and safeguards records, reports, and other documents as per the policies and procedures.
- Achievements: Performed tasks responsibly and professionally with no issues or complaints from the guest whatever challenges came along the way. Led Bar team towards 100% training completion on BarSmarts and Advanced Robinsons Video Wine Course. Always exceeded expectations of superiors being a key hire of the company.
Head Wine Steward
P&O Cruises, Carnival UK
02.2014 - 04.2020
- Achieve and maximize beverage revenue in the Main Dining Restaurants and other dining outlets. Leading team in achieving and maximizing targets while adhering to company standards. Conduct training and development for staff about wine and beverage knowledge and service standards. Managed administrative files, worksheets, and financial reports on wine sales. Designed and executed PowerPoint Presentations for the Wine Talks for the guests. Monitor, and resolve any issues with stocks and ensures the availability of wine or other beverages for current and future operation and functions.
- Achievements: Designed a Theme Cheese/Food and Wine Talk & Tasting Sessions during World Cruise in 2020 and got excellent popularity among guests. Designed and initiated the first Wine and Chocolate Pairing during World Cruise 2020. Got the highest number of Kitchen Tour Bookings (185) onboard MV Oriana in 2019. Introduced the Freedom Dining express card MV Ventura for faster pick up and delivery of wine part bottles in 2017. Had pushed through the sale of Bottled Mineral water and aperitif in MDR increasing the beverage sale by approximately 1-2% in 2017.
Assistant Bar Manager (Reliever)
P&O Cruises, Carnival UK
12.2019 - 01.2020
- Deputized the Bars Manager to fully maximize the bar revenue by understanding the passenger profile of each cruise and organizing promotions to increase revenue generation opportunities. Assist in the whole bar operation such as planning, marketing, monitoring, public health and sanitation, and managing the team. Ensure that the bars team is operating smoothly and efficiently and achieving the highest level of customer satisfaction.
- Achievements: Bar areas preparedness for the US Public Health inspection. One of the three female crew featured on the P&O page on March 10, 2020, in celebrating International Women's Day.
Licensed Financial Advisor
SUNLIFE FINANCIAL
08.2018 - 04.2019
- Evaluate, recommend, and sell insurance plans to customers based on their needs.
Bar/Wine Steward
P&O Cruises, Carnival UK
12.1998 - 01.2014
- To achieve and maximize bar sales in line with the company revenue plan with excellent customer satisfaction through adherence to company policies and service standards.
- Achievements: Consistent with one of the top performers within the team base on CSQ, Performance, and Sales at the KPI (Key Performance Indicator). Seven times recipient of the Silver Award for the Employee of the Month. Sold most Sports bottle (230) at Catalina Island Beach Party in the Caribbean year 2006. Handled private events like weddings onboard immediately.
Fleet HR Officer (Reliever)
Magsaysay Maritime Corporation, (P&O Carnival UK)
07.2012 - 09.2012
- Managed crew rotations; interacts with the principal and crew, processing crew documents and other duties that may be assigned from time to time such as doing reports to be sent to the head office.
- Achievements: Relieved the post in the office efficiently, smoothly, and spotless dispatched of a big group.
Assistant Bartender
P&O Cruises, Carnival UK
01.2001 - 05.2002
- Mix traditional and creative cocktails ordered by guests at the counter while complying with the RSA policy. Process orders that are placed by the staff efficiently. Process payment from customers. Make suggestions based on customer tastes and preferences. Assist in the stock control of the bar.
- Achievements: Efficiently handled the phenomenal sail away during World Cruise in the deck bar.
Technical Clerk (TECH DEPT)
Standard Insurance Company, Ermita, Manila
09.1998 - 11.1998
- Maintain good record keeping, assessed and processed initial documents for the claims of insured cars, and attend to customer queries.
Waitress/Receptionist
Shangri-la Hotel, Makati, Philippines
05.1997 - 05.1998
- Delivery of excellent food and beverage service to the hotel guests. Meet, greet, and assist guests to the table and assist in the silver service. Take bookings for small events/functions and dining reservations while ensuring special requests and dietary requirements are disseminated accordingly.
- Achievements: Nominated Award for Excellent Service
Education
Master in Business Administration - Units Earned
Bulacan State University
Malolos, Bulacan, Philippines01-2012
Bachelor of Science - Hotel and Restaurant Management
University of Luzon (Luzon Colleges)
Dagupan City, Pangasinan, Philippines01-1997
Skills
BEVERAGE OPERATION SKILLS
Supervisory skills in wine service
Food pairing expertise
Wine presentation skills
Fine dining service
Customer beverage support
Bartending expertise
Delivering employee training sessions
Function planning expertise
Food safety management
Inventory management
ADMINISTRATIVE SKILLS
Data transcription
Engaging presentation delivery
Spreadsheet management
Strong interpersonal skills
OTHERS
Fundamental cooking skills
Floral design
Facial and aesthetic procedures
Wine cellar management
Seasonal menu planning
Employee training
TRAINING AND SEMINAR
- Nov 17-25, 2022 BARSMARTS, Pernod Ricard USA
- BarSmarts Basics & BarSmarts Professional Certificate of Completion
- July 2022 Norwegian Cruise Line Wine Course (Andrea Robinson-Master Sommelier)
- Certificate of Completion
- July 2020 FILIPINO VIRTUAL ASSISTANCE ACADEMY, Philippines
- Freelancing Course 2.0
- Virtual Assistance/Social Media Management and Marketing/Simple Website Creation, Optimization, and Management/Search Engine Optimization/Lead Generation Basic Facebook Ads/YouTube Optimization/Basic Email Marketing
- June 2020 QUICKPRO ONLINE ACADEMY
- Basic Adobe Photoshop, Social Media Marketing, Website Creation/Design, Data Encoding, Creating Ads
- Dec 17, 2013 CHIEH (Chartered Institute of Environmental Health- UK)
- Level 3 Award in Food Safety for Carnival UK
- 1999 WSET (Wine and Spirit Education Trust)
- Level 2 Award
- January 20, 1997 - February 28, 1997 MANILA HOTEL, MANILA
- School Trainee
- Assigned in Housekeeping, Laundry, Concierge, Restaurant, Kitchen
- January 10, 1995 - February 28, 1995 MANILA MIDTOWN HOTEL, ERMITA, MANILA
- Assigned in Housekeeping, Laundry, Concierge, Restaurant, Kitchen, Front Desk
Timeline
Sommelier
Celebrity Cruise Lines
09.2023 - Current
Wine Steward/Head Wine Steward
Norwegian Cruise Line, Norwegian Gem
05.2022 - 01.2023
Assistant Bar Manager (Reliever)
P&O Cruises, Carnival UK
12.2019 - 01.2020
Licensed Financial Advisor
SUNLIFE FINANCIAL
08.2018 - 04.2019
Head Wine Steward
P&O Cruises, Carnival UK
02.2014 - 04.2020
Fleet HR Officer (Reliever)
Magsaysay Maritime Corporation, (P&O Carnival UK)
07.2012 - 09.2012
Assistant Bartender
P&O Cruises, Carnival UK
01.2001 - 05.2002
Bar/Wine Steward
P&O Cruises, Carnival UK
12.1998 - 01.2014
Technical Clerk (TECH DEPT)
Standard Insurance Company, Ermita, Manila
09.1998 - 11.1998
Waitress/Receptionist
Shangri-la Hotel, Makati, Philippines
05.1997 - 05.1998
Bachelor of Science - Hotel and Restaurant Management
University of Luzon (Luzon Colleges)
Master in Business Administration - Units Earned
Bulacan State University