Michelle Russell
Cancun
Summary
Professional guest relations executive with high energy and passion of exceeding guest expectations. With over 8 years of experience in the industry who pays close attention to every detail of the guest experiences. including hotels, resorts, restaurants and the cruise industry abroad.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Guest Experience Hostess
Meshico Group Dubai
Dubai
09.2021 - 10.2022
- Assisted and managed registration tables and distributed name tags as needed.
- Greeted guest warmly upon arrival and assigned guest to the assigned tables.
- Managed food services at events including setup,
- Performed different duties assigned by management related to hosting the restaurant events successfully.
- Answered questions from customers regarding event details schedules and the other restaurant locations.
- Facilitated interactions between guests by introducing people from different backgrounds.
- Coordinated with vendors to ensure all necessary materials were available for the restaurant events.
- Collaborated with catering staff to ensure adequate supplies were on hand throughout the events.
- Provided support for the staff, musicians, presenters and other special guests during the event.
Guest Experience Executive
TAJ exotica Resort & Spa the Palm Jumeirah Dubai
Dubai
08.2020 - 09.2021
- Evaluated staff performance, implementing training to maintain exceptional service.
- Trained , motivate and appraise the recreation team to ensure the highest levels of service.
- Recruited, interview and hire recreation and kids club staff.
- Monitor and created a calendar of events for special holidays, schedule team activities and pre-opening team activities.
- Creates a safe and positive learning environment by monitoring staff behavior to ensure adherence to established rules and guidelines for adults and children.
- Participated in the programs, strategies, guidelines and protocols of the department prior to its opening.
- Supported the event coordination department for special events at the different Dubai TAJ properties on local holidays and special events.
- Facilitated the smooth running of programs by preparing activities, including supply lists, arrival and departure times, and events.
- Supported management team in the implementation of strategies to exceed guest expectations.
Recreation Assistant Manager
Qasr Al Sarab Resort & Spa
Abu Dhabi
10.2019 - 08.2020
- In charged of organized, planned and supervised all recreational areas as the kids club, gym, tennis courts, sauna, steam, relaxation rooms and activities.
- Facilitate plans, coordinated, implemented and evaluated recreation programs..
- Prepared budget information for recreation programs.
- Worked with management team to support guest service issues and guest complaints.
- Traineded team members on appropriate application of policies and procedures.
- Maintaining a record of calls from external individuals and current guests to use for future references as needed.
- Completed tasks assigned by the general manager accurately and efficiently.
Pre-school Teacher
Kinder Bear
Bangkok
05.2019 - 10.2019
- Designed and following a complete teaching plan (alphabet, phonics and numeracy along with personal, social and emotional skills.
- Organized learning material and resources as a variety of activities and instructional methods (songs, stories, structured games, art, outdoor activities etc).
- Motivated and stimulated children abilities and maintained an open line of communication with parents and provide appropriate information.
- Supervised students performance and progress to ensure they are mastering the skills on regular basis.
- Monitored children interactions and nurture cooperation, sharing and teaching standards.
Youth Activities Counselor/Group Anchor
Disney Cruise Line
Miami, Florida
10.2017 - 04.2019
- Participated in the shows and events of the disney characters.
- Created and performed all children activities programs and crafts and events.
- In charged to make sure the performance start at time and on a safety environment for all the children.
- Resolved conflicts and negotiate agreements between parties in order to reach solutions to the guest.
- Check in and check out procedure.
- Comply all company set policies and procedures along with all maritime and safety ship protocols.
- In charged to create and supervised a safety and fun environment onboard for all guests.
- Trained staff members on conducting events and following safety procedures.
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival.
- Supervised the staff interacted with children with special needs in a safety environment.
- Prepared group activities to enhance socialization, communication and problem-solving skills for children.
- Assisted and directed all passengers during the safety maritime drills.
Concierge
Grand Velas Resort & Spa
Riviera Maya
08.2015 - 09.2017
- Greeted guests upon arrival and coordinated with other departments to ensure guests needs were met in a timely, professional manner.
- Maintained an up-to-date knowledge of all hotel services, amenities, and special promotions.
- Shared information about property and local area amenities, attractions and restaurants.
- Anticipated and handled guest needs with professionalism and discretion.
- Reserved dinners and booked hotel and spa activities and treatments.
- Maintained safe environment by monitoring security systems and inspecting property for damages, incidents and misconduct etc.
Education
High School Diploma -
UVM
Mexico City07.2007
Skills
- Communication
- Adaptability
- Product & service knowledge
- Time management
- Organization
- Empathy
- Customer service
- Attention to detail
- Opera/excel skills
- Problem solving
- Multitasking
- Loyalty
- Languages
- Positive attitude
- Certificate in Maritime Safety Management
- CPR & First Aid certified
Certification
- Security Awareness 23/11/2017 - Unlimited
- Personal Survival Techniques The Texas A&M University System (TXEESTI-363) 11/08/17
- Passenger Ship Training Certificate 15/11/2017 - Unlimited
- Elementary First Aid 13/11/2017 - Unlimited
- Fire Prevention and Fire Fighting 10/11/2017 - Unlimited
- Personal Safety and Social Responsibilities 11/11/2017 - Unlimited
- American Red Cross CPR and First Aid 12/2019
- American Red Cross CPR and First Aid 09/2020
- American Red Cross CPR and First Aid 01/2022 (valid for 2 years)
Completed a program of training approved by the Bahamas Maritime Authority.
Timeline
Guest Experience Hostess
Meshico Group Dubai
09.2021 - 10.2022
Guest Experience Executive
TAJ exotica Resort & Spa the Palm Jumeirah Dubai
08.2020 - 09.2021
Recreation Assistant Manager
Qasr Al Sarab Resort & Spa
10.2019 - 08.2020
Pre-school Teacher
Kinder Bear
05.2019 - 10.2019
Youth Activities Counselor/Group Anchor
Disney Cruise Line
10.2017 - 04.2019
Concierge
Grand Velas Resort & Spa
08.2015 - 09.2017
High School Diploma -
UVM
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