Aldous Adrian De Castro
Summary
Goal-oriented hospitality professional with focused and tenacious approach to meeting guest needs. Adept at completing frequent reviews and inspections to maintain polished team and exceptional quality standards. Proficient in Opera Cloud.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Guest Services Manager
Pullman Singapore Orchard
03.2023 - Current
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service.
- Created and delivered effective training materials and courses.
- Reviewed upcoming events and planned for expected challenges.
Senior Guest Services Executive
The Clan Hotel - by Far East Hospitality
08.2021 - 03.2023
- Monitored guest feedback, using to improve service and departmental operations.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Overseer of Concierge Operations.
- Collaborated with outside departments to coordinate solutions and promote work, safety and health within the hotel as well as to retain guest satisfaction.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Coached and developed associates to improve soft skills and recovery techniques.
- Planned and implemented promotional activities to increase customer satisfaction.
- Streamlined concierge book and task lists to provide visitors with access to relevant local information.
Loyalty & Guest Relations Executive
JW Marriott Singapore South Beach
06.2018 - 07.2021
- Developed new strategies for customer activities during COVID 19 pandemic as part of Stay-Home Notice Requirements.
- Adhered to appropriate legal scripting when required.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and team productivity by promoting operational best practices.
Guest Relations Officer
Bay Hotel Singapore
03.2017 - 06.2018
- Responded to incoming guests, telephone calls and email inquiries with efficiency and professionalism.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Provided guest assistance and recommendations for tourist attractions.
Education
GED -
Management Development Institute of Singapore
501 Stirling Rd,148951 Singapore 148951Skills
- Incident Management
- First Aid
- Upselling and Enrollment
- Soft-Skills
- Third-Party Charges
- Customer Loyalty
- Night Auditing
- Guest Service Management
- Policies and Procedures
- Money Handling
- Hotel Reservations
Accomplishments
• Singapore Hotel Association / Singapore Kindness Movement - Service Gold Award: The National Kindness Award | 23 May 2022
Gold Service Awardee
• TripAdvisor – Top Reviews of The Month | February 2022
Most names mentioned for the month of February 2022.
• The Clan Hotel x STB Lighthouse Programme | January 2022
Represented The Clan Hotel, Front Office Team through a workshop that promotes “Hyper Personalisation”.
• Far East Hospitality Employee of The Month | November 2021
Awardee recipient from The Clan Hotel.
• Receptionist of the Year (ROTY) Competition | 2020 - 2021
Proudly represented JW Marriott Singapore South Beach competing together with other hotels throughout Singapore.
• TripAdvisor Reviews | June 2018 - July 2021
Garnered numerous TripAdvisor reviews through Professional Conduct, Personalized Mirror Deco, Personalized Notes, Hotel Art Tours and Produced SHN Activities during Circuit Breaker for Stay Home Notice guests.
• Symphony Star Associate of the Month (Front of the House) | October 2019
JW Marriott Singapore South Beach
• Symphony Star Associate of the Quarter (Front of the House) | 22 Jul 2020
JW Marriott Singapore South Beach
• MOE Learning Journey Programme | 4 March 2012
Led campus tours for Secondary School students.
Conducted games for the tour at ITE College Central Tampines Campus.
• 1st T. Party (ITE College Central Tampines Campus) | 13 May 2012
Organized, facilitated, and performed at the event for over 500 students/public.
Represented under ITE College Central (Tampines) Student Council.
• 8th VTC - ITE Student Seminar (Hong Kong) | 27 - 30 June 2011
Led a group of 13 students to present in raising awareness with regards to nature’s issues.
Represented ITE College Central Tampines under Student Council.
Certification
• Implement Incident Management Process-3 | 18 May 2022
Passed the course assessed by TECS Fire & Safety Training Pte Ltd.
• Occupational First Aid Course | 11 - 13 May 2022
Passed Occupational First Aid Course under Singapore Red Cross Society
• Respond to Fire Incident in Workplace-1 | 5 May 2022
Passed the course assessed by TECS Fire & Safety Training Pte Ltd.
• Continuous Process Improvement | 29 May 2020
Passed the course assessed by NTUC LearningHUB Pte Ltd.
• Personal Effectiveness | 24 April 2020
Passed the course assessed by NTUC LearningHUB Pte Ltd.
• Marriott Development Academy | 2019 - 2020
Graduated Leadership – Supervisory Course.
Timeline
Guest Services Manager
Pullman Singapore Orchard
03.2023 - Current
Senior Guest Services Executive
The Clan Hotel - by Far East Hospitality
08.2021 - 03.2023
Loyalty & Guest Relations Executive
JW Marriott Singapore South Beach
06.2018 - 07.2021
Guest Relations Officer
Bay Hotel Singapore
03.2017 - 06.2018
GED -
Management Development Institute of Singapore
Similar Profiles
Vejaya Duras DuarasamyVejaya Duras Duarasamy
Housekeeping Supervisor at Pullman Singapore OrchardHousekeeping Supervisor at Pullman Singapore Orchard
Shi Ya Amanda NgShi Ya Amanda Ng
Assistant Front Office Manager at Pullman Singapore Hill StreetAssistant Front Office Manager at Pullman Singapore Hill Street
Muhammad Saiful Haris Bin Mohamad YusoffMuhammad Saiful Haris Bin Mohamad Yusoff
Assistant Engineer at Orchard Hotel SingaporeAssistant Engineer at Orchard Hotel Singapore