Ma. Carmina Mora
Summary
Dedicated person with experience in achieving tangible results and cross-team collaboration. Proactive and excited to partner with like-minded individuals to achieve goals. Owner of a strong and self - confident personality, sociable, dynamic and eager to learn person. Highly motivated to achieve results based on efficiency and teamwork.
Overview
6
6
years of professional experience
2011
2011
years of post-secondary education
2
2
Languages
Work History
Yacht Club Head Concierge
MSC Cruises
05.2024 - Current
- Resolved guest complaints effectively, maintaining high levels of customer satisfaction and loyalty.
- Promoted hotel amenities through active engagement with guests during check-in/check-out process.
- Developed partnerships with local tour operators, broadening available activities for hotel guests.
- Maintained up-to-date knowledge of local attractions, events, and services to provide accurate information to guests.
- Trained and mentored new concierge staff, resulting in a knowledgeable and cohesive team.
- Created customized itineraries for guests based on individual preferences and needs, enhancing their stay experience.
Yacht Club Guest Service Agent
MSC Cruises
01.2020 - 05.2022
- Two years experience onboard as a Yacht Club Guest Service Agent on MSC Divina and MSC Euribia (participating also during the start up of the ship)
- Administering guest stateroom changes also check in and check-out
- Financial transactions, processing guest payments and managing account statements
- Coordination and co-operation between the Butler's to provide the guest needs
- Document and ensure a satisfactory and timely resolution of guest service issues by being proactive in identifying solutions including service recovery and making sure it is being followed up accordingly
- Giving proper explanation about on board amenities and benefits of the guest's experience
Cabin Steward
MSC Cruises
03.2019 - 05.2022
- Three years experience as a Cabin Steward on board on MSC Seaside, MSC Magnifica and MSC Armonia
- Maintaining the cleanliness of all the cabins and all the areas around the ship
- Performing all the assigned duties including the laundry
- Responding promptly to all the requests of the guest's onboard
- Providing the safety and comfort to the guest while following the new health and safety protocol
Guest Room Attendant
Conrad Manila
02.2019 - 03.2016
- Responsible for overall cleanliness, sanitation of guest rooms and all common areas
- Monitoring, cleaning and maintaining housekeeping materials
- Responding promptly to all guest's needs
Education
Bachelor of Science - Psychology
Adamson University
Skills
Exceptional communication
VIP handling
Task delegation
Team building proficiency
Concierge software proficiency
Strong leadership
Guest relations
Reservation management
Transportation coordination
Flexibility
Customer service
Problem-solving abilities
Time management abilities
Timeline
Yacht Club Head Concierge
MSC Cruises
05.2024 - Current
Yacht Club Guest Service Agent
MSC Cruises
01.2020 - 05.2022
Cabin Steward
MSC Cruises
03.2019 - 05.2022
Guest Room Attendant
Conrad Manila
02.2019 - 03.2016
Bachelor of Science - Psychology
Adamson University
Languages
Italian
Elementary (A2)
Spanish
Beginner (A1)