Joika Gruezo
Lipa City, Province Of Batangas,BTG
Summary
Proven track record in enhancing guest experiences and streamlining operations, notably with Northsea Marine. Skilled in customer service and emergency response, I excel in fast-paced environments, achieving high satisfaction rates. Demonstrated ability to mentor staff and implement security measures, significantly improving efficiency and safety. Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Guest Service Representative in Silversea Cruises
Northsea Marine
05.2023 - Current
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Managed guest inquiries via telephone, email, and in-person communication, ensuring accurate information delivery.
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Collaborated closely with colleagues across departments to enhance overall guest experience throughout their stay.
- Maintained detailed knowledge of hotel amenities, services, policies, and procedures to provide accurate information to guests.
- Assisted in emergency situations as required while adhering strictly to safety protocols.
- Provided personalized recommendations for local attractions, dining options, and transportation services based on guest preferences.
- Streamlined check-in and check-out processes for increased efficiency and guest convenience.
- Collaborated with housekeeping and maintenance teams to ensure timely room readiness for arriving guests.
- Enhanced security measures, ensuring safe environment for guests and staff.
2nd Cook in Silversea Cruises
North Sea Marine
12.2022 - 03.2023
- Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
- Kept kitchen clean and organized by performing daily maintenance tasks.
- Followed strict standards for food handling and safety, minimizing risks to customers.
- Monitored food quality and presentation to maintain high standards.
- Worked closely with kitchen team to meet high demand with delicious, on-recipe foods.
2nd Cook and Admin in Foresee Cruises
Foresee Cruises
12.2021 - 10.2022
- Collaborated with Head Chef to develop new recipes and menu items, increasing customer satisfaction.
- Performed regular equipment maintenance checks, preventing costly repairs or replacements due to negligence.
- Participated in special events catering, showcasing culinary skills and contributing to successful functions beyond the restaurant setting.
- Adhered to strict dietary requirements for guests with allergies or restrictions, ensuring enjoyable dining experiences for all patrons.
- Demonstrated commitment to professional development through ongoing training workshops relevant to the culinary industry.
- Worked closely with the front-of-house team to address customer inquiries or concerns swiftly.
- Mentored junior kitchen staff, providing guidance on proper cooking techniques and workplace safety protocols.
2nd Cook in Piano Land Cruise
Astro Ocean
09.2019 - 02.2020
- Contributed to positive team dynamics by effectively communicating with coworkers and supporting their needs during busy shifts.
- Enhanced kitchen efficiency by streamlining food preparation and cooking processes.
- Ensured timely service by managing multiple simultaneous orders without sacrificing quality or presentation standards.
- Demonstrated commitment to professional development through ongoing training workshops relevant to the culinary industry.
Cook in Oceania Cruises
Apollo Group
11.2015 - 08.2018
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
Education
Bachelor of Science - Cruiseline Operations in Culinary Arts
Lyceum of The Phlippines University
Manila, Metro Manila, Philippines04.2014
Skills
- Customer Service
- Computer Skills
- Guest accommodations
- Detail Oriented
- Issue Resolution
- Financial Transactions
- Data entry proficiency
- Complaint Handling
- Guest Orientation
- Documentation And Reporting
- Food and Beverage Area Setup
- Basic accounting
- Reservation Processing
- Data inputting
- Emergency Response
- Clear Communication
- Multitasking Abilities
- Organizational Skills
- Active Listening
- Effective Communication
Timeline
Guest Service Representative in Silversea Cruises
Northsea Marine
05.2023 - Current
2nd Cook in Silversea Cruises
North Sea Marine
12.2022 - 03.2023
2nd Cook and Admin in Foresee Cruises
Foresee Cruises
12.2021 - 10.2022
2nd Cook in Piano Land Cruise
Astro Ocean
09.2019 - 02.2020
Cook in Oceania Cruises
Apollo Group
11.2015 - 08.2018
Bachelor of Science - Cruiseline Operations in Culinary Arts
Lyceum of The Phlippines University
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