GRACELLE MAE ENRIQUEZ
Singapore
Summary
With 11 years of experience in the hospitality industry, including 8 years in management roles, expertise lies in driving customer satisfaction, managing operations, and maintaining service standards. Thrives in fast-paced environments with a proven track record of analyzing customer feedback to enhance service delivery. Areas of expertise include artisanal chocolates, specialty coffee, and high-end patisserie products.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Manager
THE DARK GALLERY PTE LTD
02.2020 - 05.2022
- Managed day-to-day operations of specialty café and dessert salon.
- Oversaw inventory, supply orders, and staff scheduling.
- Maintained high standards of customer service and safety protocols.
- Developed strategic plans based on customer feedback and sales analysis.
- Maintained clean, safe, and organized store environment to enhance customer experience.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
Service Manager
PATISSERIE G PTE LTD
12.2013 - 04.2019
- Led service operations in two artisanal coffee and patisserie outlets.
- Trained and mentored team members, ensuring alignment with company values.
- Handled inventory management, stock orders, and cash reconciliation.
- Boosted customer satisfaction through consistent high-quality service.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Maintained high levels of customer satisfaction through diligent scheduling coordination.
Restaurant Supervisor/ Shift Leader
JOE AND DOUGH (CAFE @ CITY PTE LTD)
01.2012 - 11.2013
- Improved customer satisfaction by ensuring consistent quality of food and service.
- Coordinated team members with focus on productivity, efficiency and enhancing customer experience.
- Supervised staff to confirm that all food and beverage orders were promptly and accurately prepared.
- Supervised daily cash handling procedures, ensuring accurate accounting records and minimizing discrepancies.
Management Trainee
LES AMIS GROUP, CANELE PATISSERIE CHOCOLATERIE
08.2011 - 01.2012
- Assisted in managing daily patisserie operations, including customer service and stock management.
- Gained knowledge of company policies, protocols and processes.
- Improved management skills by participating in rigorous training programs and workshops.
- Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
- Contributed to sales strategies through customer engagement and feedback.
Management Trainee
MAX'S RESTAURANT, PHILIPPINES
05.2010 - 07.2011
- Managed event planning, restaurant operations, and staff performance.
- Coordinated catering events and ensured timely service delivery.
- Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Strengthened leadership skills by overseeing projects and guiding team members towards successful outcomes.
- Assisted with onboarding of new employees by providing training and development resources.
Management Trainee
GIDDYS PLACE RESORT, PHILIPPINES
04.2009 - 04.2010
- Oversaw resort and bar operations, including room bookings and customer service.
- Assisted in stock management and inventory tracking for food and beverages.
- Developed problem-solving abilities through hands-on experience with real-life business scenarios.
- Used company reports to analyze sales, gross profit and inventory activities.
- Maintained high-quality standards in all aspects of work, ensuring customer satisfactions.
- Handled day-to-day customer or client questions via telephone or email.
Education
Bachelor's Degree - Hospitality/Tourism/Hotel and Restaurant Management, Hospitality Management
DIVINE WORD COLLEGE OF LEGAZPI
Philippines03.2010
Skills
- Team Management & Leadership
Over 8 years of experience leading teams, managing schedules, and ensuring high levels of staff performance and satisfaction
- Customer Service Excellence
Skilled in addressing customer feedback, resolving complaints, and creating memorable experiences to build loyalty
- Inventory Management
Expertise in stock ordering, tracking, and supply chain coordination to maintain optimal inventory levels
- Cash Handling & Financial Reporting
Proficient in managing daily cash flow, balancing registers, and preparing financial reports for weekly, monthly, and quarterly revenue analysis
- Food & Beverage Safety Standards
Extensive knowledge of food safety practices, sanitation protocols, and health regulations in hospitality industry
- Menu Development & Seasonal Planning
Experienced in collaborating with chefs and managers to develop new menu items based on customer preferences and seasonal trends
- Point of Sale (POS) Systems
Proficient in using POS software to ensure smooth operations, efficient workflows, and accurate financial tracking
- Training & Staff Development
Experienced in training new hires, conducting orientation sessions, and providing ongoing development to improve service standards
- Café Operations Management
Specialized in managing artisanal coffee shops, patisseries, and dessert salons, ensuring high-quality service and customer satisfaction
Certification
I hereby certify that the above information are true, complete and correct to the best of my knowledge and ability.
Summary Of Experience
More than 11 years of experience in Hospitality Industry, 8 years in Management position. A dedicated individual with experience in a typical fast-paced environment while ensuring customer satisfaction. Contributes to company success by analyzing customer feedback and requests to develop priorities and strategic plan. Has an in-depth knowledge of different types of coffee with its prescribe recipe and preparation standards and other beverages.
Onthejobtrainings
- MAX’S RESTAURANT on job training, Ground Floor Pacific Mall Landco Business Park Legazpi City, 12/20/08, 02/03/09
- DIVINE DINER’S CAFÉ on job training, Washington Drive Legazpi City (Divine Word High School Department), 01/01/07, 03/31/07
- ACTUAL SHIPBOARD TRAINING, Negros Navigation Ocean Link Training Center, 09/09/07, 09/16/07
Finnumber
G5172100X
Personal Information
- Passport Number: P2906429B
- Date of Birth: 05/10/90
- Gender: Female
- Nationality: Filipino
- Marital Status: Married
References
Character References available upon request.
Training
- 5th Annual Regional Convention, St. Joseph Freinademetz Memorial Gymnasium, 02/24/10
- 4th Annual Regional Convention, St. Joseph Freinademetz Memorial Gymnasium, 03/05/09
- Front Office and Bed Making Overview, Kabayan Hotel Cubao, 09/27/08
- House Keeping Procedures and Bed Making and Beverage Overview, Manila Hotel, 09/26/08
- 3rd Annual Regional Convention, St. Joseph Freinademetz Memorial Gymnasium, 03/03/07
Timeline
Assistant Manager
THE DARK GALLERY PTE LTD
02.2020 - 05.2022
Service Manager
PATISSERIE G PTE LTD
12.2013 - 04.2019
Restaurant Supervisor/ Shift Leader
JOE AND DOUGH (CAFE @ CITY PTE LTD)
01.2012 - 11.2013
Management Trainee
LES AMIS GROUP, CANELE PATISSERIE CHOCOLATERIE
08.2011 - 01.2012
Management Trainee
MAX'S RESTAURANT, PHILIPPINES
05.2010 - 07.2011
Management Trainee
GIDDYS PLACE RESORT, PHILIPPINES
04.2009 - 04.2010
Bachelor's Degree - Hospitality/Tourism/Hotel and Restaurant Management, Hospitality Management
DIVINE WORD COLLEGE OF LEGAZPI
I hereby certify that the above information are true, complete and correct to the best of my knowledge and ability.
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