VIVIAN DOROJA PINEDA
Address: 4760 Road 2, V. Mapa Street, Sta. Mesa, Manila, Philippines
Contact Numbers: -
E-mail address:-WORK EXPERIENCE
Gain City - Customer Service Officer
Singapore
(April 2023– October 2023)
Key Responsibilities:
- Ensure that every call is attended.
- Take customers details and enquiry.
- Take reservations and make appointment for ac cleaning services and repair.
- Escalate unresolved issues to Seniors and Managers.
- Collect prompt and accurate customer contact details.
- Deal with any complaints, and communicate this to the Seniors and Managers.
Oryx Rotana Hotel – Catering Secretary
Doha, Qatar
(December 2014 – May 2016)
Key Responsibilities:
- Answering phone, managing emails and responding to inquiries.
- Organizing and maintaining event details and records, client information and directory.
- Assisting with the event planning, including the menu selection, vendor coordination and venue
arrangement.
- Preparing and organizing event materials, such as agendas, schedules and presentations.
- Facilitating communication between, client, vendor and staff.
- Placing orders for necessary items and ensuring timely delivery.
- Handling customer inquiries and resolving issues in a timely and professional manner.
- Ensuring customer satisfaction by providing service and addressing concerns.
Oryx Rotana Hotel - Telephone Supervisor
Doha, Qatar
(November 2013 – November 2014)
Key Responsibilities:
- Ensure that every call is attended and greeted politely in a professional manner as per the Rotana
Standard.
- Maintain an up to date knowledge of the Hotel and local services and communicate this to subordinates
so they can supply information and respond to Guest queries.
- Maintain an awareness of Guest profiles through Opera Guest profile system.
- Establish and control the duty roster according to the business needs.
- Report to the local telephone provider any faults or adjustments and changes in the communication
equipment throughout the Hotel after checking with the Front Office Manager, Information System
Manager and Chief Engineer.
- Ensure the Front Office Manager is kept fully aware of any relevant feedback from either customers
or other departments.
- Deal with any complaints, take action where appropriate and communicate this to the Front Office
Manager and immediate Supervisors.
- Operate in a safe and environmentally friendly way to protect guests’ and employees’ health and safety,
as well as protect and conserve the environment.
- Comply with the hotel environmental, health and safety policies and procedures.
Oryx Rotana Hotel - Telephone Operator
Doha, Qatar
(June 2011 - October 2013)
Key Responsibilities:
- Receiving and transferring calls.
- Checking the wake-up calls in OPERA and give it accordingly.
- Logging the guest’s request in FCS.
- Making courtesy calls to the guest for all completed job in FCS.
- Checking faxes, emails, or guest follow-up request, business call request etc.
- Data entry in VICAS as deem necessary.
- Handles restaurant reservation.
Pretty Lady Salon Group - Receptionist
Satwa, Dubai UAE
(May 2009- July 2010)
Key Responsibities:
- Receiving telephone calls and taking reservations.
- Greet visitors and assists guest that are in for an appointment.
- Assist in preparing and administering office accounts and regular client’s record.
- Maintain inventory of salon products and replenishes stocks as necessary.
- Attend training, workshops and seminars as deemed necessary.
Taj Palace Hotel (Sakura Restaurant) - Waitress
Deira, Dubai UAE
(December 2008- May 2009)
Key Responsibilities:
- Greeting the guest and assist them for designated table.
- Handed menu, taking guest’s order. Settling bills, doing daily sales report.
- Table set up, mis and place.
Al Manshar Rotana Hotel (Library Lounge) - Waitress
Fahaheel, Kuwait
(March 2008- December 2008)
Key Responsibilities:
- Communicates directly to guest, presents menu, receive orders, places orders, and handles payment.
- Works toward the timely set up of the assigned Food and Beverage outlet, according to the meal
settings and in line with the opening hours.
- Handles the guest greeting upon arrival and their seating through the hostess.
- Reports cleanliness and maintenance issues to the immediate Supervisor.
- Does the entire mise en place work according to the whole day service requirements.
Jumbo Kingdom Floating Restaurant - Bar Waitress
Manila Bay, Philippines
(July 2005- December 2005)
Key Responsibilities:
- Complete opening /closing procedure in the restaurant.
- Breaking down goods, cleaning all equipments and returning to a proper place.
- Ensure the guest is served according company’s standard.
- Accept all the payments and doing daily sales report
Dakak Park Resort Hotel - Martini Girl
Dapitan City, Zamboanga Del Norte, Philippines
(March 2003- March 2005)
Key Responsibilities:
- Setting the bar, ensuring the cleanliness of the area.
- Maintaining the wine glasses.
- Greet the guest when they arrived, serve the drink.
- Familiarizing the recommended drinks and wines.
- Refilling drinks when it’s requested.
SKILLS:
Knowledge in OPERA PMS (Property Management System), FCS (Federal Computer System), VICAS
(Visitor Identification Capture and Archiving System), Microsoft Office Word, Microsoft Office Excel,
Microsoft Office Outlook, Oasys2010, FBM (Food Beverage Materials System), WorldCard, iTiger
System, Avaya OSPC, Entire TEC HSIA Management, Respak (for restaurant booking), Microsoft
Navision System, Softphone , Customer Service, Time management, Scheduling, Administration,
LANGUAGES KNOWN:
Tagalog, English, and Japanese
ACHIEVEMENTS:
ELEMENTARY
Sta. Catalina College Manila
SY-
SECONDARY
Manuel L. Quezon Universtiy Manila
SY-
TERTIARY
Centro Escolar University Manila
Bachelor Science in Tourism
SY-
De Ocampo Memorial College Manila
Bachelor Science in Nursing
SY-
TRAININGS:
Basic Food Hygiene Oryx Rotana Hotel
November 18 2015
Destination Leadership Oryx Rotana Hotel
November 2014
Cross Training as Business Center Secretary Oryx Rotana Hotel
March 19, 2013- April 12, 2013
Cross Training as Engineering Secretary Oryx Rotana Hotel
December 9, 2012- February 5, 2013
Ronnefeldt Tea Academy Al Manshar Rotana Hotel
April 2, 2008
The Orientation Program Al Manshar Rotana Hotel
March 25, 2008
Young Professional Academic Training U.P. Diliman Q.C
January 13, 2007
Creating Effective Professional Image in the Corporate World U.P Diliman Q.C
December 10, 2006
Basic Stewarding Nautical Options Training Institute of the Philippines Inc.
January 2, 2006- April 6, 2006
On the job Training Far East Hotel
April 10, 2006- July 16, 2006
Seminar workshop on Integrated Hotel and Restaurant service Power Institute of Hotel
Administration
September 18, 2006- October 22, 2006
Basic Safety Training Far East Maritime Foundation Inc.
May 1, 2005- May 24, 2005
PERSONAL DETAILS:
Birth Date: December 02, 1979
Birth Place: Quezon City
Nationality: Filipino
Religion: Roman Catholic
Civil Status: Single
Height:
5’5
Weight:
79k
REFERENCES:
Available upon request
