Anthony Vaz
Dubai
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
20
20
years of professional experience
Work History
Duty / Night Manager
Vintage Grand Hotel Dubai
Dubai
07.2023 - 02.2025
- Developed and implemented procedures for staff to handle customer complaints efficiently.
- Trained new hires on company policies, procedures and safety protocols.
- Assigned work and monitored performance of project personnel.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Secured building and walked grounds, fostering health and safety of employees and guests.
- Ensured compliance with local laws and regulations related to health, safety, or other areas.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Oversaw night audit function and preparation of daily financial reports.
- Managed emergency situations such as fires, medical emergencies or criminal activity.
- Exceeded customer satisfaction by finding creative solutions to problems.
Night Duty Manager
Anantara Eastern Mangroves
Abu Dhabi
08.2015 - 10.2022
- Maintaining Guest Services and Front Desk Operational Goals
- Achieves and exceeds goals including performance goals, budget goals, team goals, etc
- Manages day-to-day operations, ensuring the quality, standards and meeting the expects of the customers on a daily basis
- Develops specific goals and plans to prioritize, organize, and accomplish the work
- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction on and the desired financial results
- Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
- Understands the impact of Front Office operations on the Rooms area and overall property financial goals
- Manages department controllable expenses to achieve or exceed budgeted goals
AYS Manager / Night Manager/Asst.Night Manager
Marriott Marquis Doha City Center
Doha
12.2010 - 07.2015
- Monitoring and Supporting Progress toward Guest Service and Goals of the hotel
- Ensuring Exceptional Customer Service
- Managing Projects and Policies
- Supporting Handling of Human Resource Activities
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, email, or in person
- Analyzes information and evaluating results to choose the best solution and solve problems
- Informs and/or updating the executives, the peers and the subordinates on relevant information in a timely manner
- Performs all duties at the At Your Service as necessary
- Understands the functions of the Bell Staff, Switchboard and Concierge/Guest Services operations
- Complies with loss prevention policies and procedures
Guest Service Supervisor
Grand Cayman Marriott Beach Resort
Cayman Island
06.2008 - 12.2010
- Evaluated employee performance regularly and provided constructive feedback for improvement.
- Analyzed customer feedback surveys to determine trends in customer satisfaction levels.
- Responded to and resolved guest issues or complaints.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Monitored inventory of front desk supplies and placed orders as necessary to ensure availability.
Front Desk Supervisor / Guest Service Agent
JW Marriott Dubai
Dubai
02.2005 - 05.2008
- Corrected guest issues promptly with knowledgeable and friendly service.
- Coordinated room assignments by considering guest preferences and special requests whenever possible.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Managed guest check-in and check-out procedures, reservations and payments.
- Maintained important files, running reports and delivering updates on occupancy and revenue.
- Created weekly schedules for front desk staff according to business needs.
Education
High School Diploma -
St Anthony High School
Mumbai12.1997
Skills
- Line management
- Hotel emergency procedures
- Employee performance management
- Site security management
- Employee training and development
- Front Office operations
- Guest feedback management
- Guest experience improvement
- Dispute resolution
- Knowledge Opera
- Knowledge IDS
- Knowledge Portal
- Conflict resolution
Accomplishments
- Room up-selling target over 5% of room revenue.
- GHA enrollment target being in the region on number one spot.
- Minimizing the department cost by 20%.
References
Reference available upon request
Hobbies and Interests
- Watching Movies
- Cricket
- Running
- Reading Books
Languages
- English
- Arabic
- Hindi
Timeline
Duty / Night Manager
Vintage Grand Hotel Dubai
07.2023 - 02.2025
Night Duty Manager
Anantara Eastern Mangroves
08.2015 - 10.2022
AYS Manager / Night Manager/Asst.Night Manager
Marriott Marquis Doha City Center
12.2010 - 07.2015
Guest Service Supervisor
Grand Cayman Marriott Beach Resort
06.2008 - 12.2010
Front Desk Supervisor / Guest Service Agent
JW Marriott Dubai
02.2005 - 05.2008
High School Diploma -
St Anthony High School
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