Summary
Overview
Work History
Education
Skills
Languages
Timeline
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EMILE LEMONNIER

Malta,MT

Summary

I would like to express my interest in Royal Genie position. With over thirteen years of experience in hospitality industry, including my current role with Royal Caribbean and previous experience with Seabourn, I am confident in my ability to provide exceptional service and contribute positively in our company. Throughout my career, I have developed a deep understanding of the high standards required in luxury guest services. My role as a Guest Services Specialist aboard Seabourn, a renowned 6-star cruise line, honed my ability to anticipate guest needs, handle complex requests with professionalism, and create memorable experiences. My current position with Royal Caribbean has further strengthened my knowledge of brand standards, operational procedures, and delivering personalized guest care. I am passionate about creating welcoming environments and building lasting guest relationships. My personal qualities of attentiveness, adaptability, and a genuine desire to assist guests make me well-suited for the Royal Genie role. I am eager to bring my skills and dedication to Royal Caribbean and contribute to its reputation for excellence.

Overview

14
14
years of professional experience

Work History

Concierge

Royal Caribbean International
09.2024 - Current
  • Ensured that all guests complaints were addressed in a timely fashion and use the empowerment provide by the company to find a solution to for them.
  • Responded promptly to all guest inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
  • Greeted guests by name and answered their inquiries regarding shore excursions, destinations , onboard activities, accounts & any request or question that arise.
  • Anticipate guest needs and always aim to go over their expectation.

Senior Guest Services Officer

Royal Caribbean International
Miami, FL
02.2022 - 08.2024
  • Greets all guests immediately with a friendly and sincere welcome.
  • Maintain a positive attitude and take ownership of problems that arise.
  • Responds to escalated guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
  • Cash handling and registration of credit cards as per SOP
  • Follow up with guest issues to make sure that they are happy with the resolution
  • Assist guests with booking excursions and purchasing Royal Gifts.
  • Provide accurate information on Daily activities and Port of call information.
  • Give special attention to guests depending on the celebration ( birthday Cards, door decorations...ect)
  • Greeted arriving guests to provide assistance and facilitate check-ins.
  • Made and changed room assignments according to guest requirements.

Night Auditor

Hilton
London, United Kingdom
07.2019 - 12.2019
  • Balancing the accounts from day shift
  • Managing front desk activity and handling guest check-ins and check-outs
  • Ensuring customer satisfaction by scheduling wake-up-calls and other concierge activities according to guest preference
  • Handling customer requests and complaints and directing departments accordingly
  • Creating invoices, bills and checks .
  • Ensuring that all end-of-day activities have been successfully executed
  • Answering calls and queries related to potential booking
  • Make sure that all breakfast requests have been delivered on time by Room Service.
  • Arrange for private transportation for guests

Front Desk Agent

Hugo's Boutique Hotel, Al Quirkob
Valetta, Malta
10.2017 - 03.2018
  • Greeted visitors and customers upon arrival, offered assistance and answered questions
  • Process Check ins and Check outs of guests
  • Check that all suites have been cleaned, inspected and ready to welcome guests
  • Liaise with tour operators to arrange special excursions
  • Cash handling and credit card registrations
  • Assist with bar and dinner requests
  • Organizing private pick up , Airlines online check ins and flight arrangements
  • Investigated guest complaints and utilized critical thinking to foster expedient resolution.

Guest Service Specialist

Seabourn
Seattle, United States
11.2016 - 07.2017
  • Provide guests with general ship, port and tour information. knowledgeable concerning all facets of shipboard organization and services, port of call and shore excursions.
  • Liaise with other departments & Port Agents on any suites issues, changes or other requests.
  • Manage restaurant invitations and reservations.
  • Handle administrative services and communication services (copy scanning, mail, fax, phone...ect) for guests.
  • Receive lost and found items and log according to SOP
  • Ensure that all guests complaints are either settled immediately or escalated to the Guest Service Manager if needed.
  • Prepare guest lists,party invitations, gift order printing and special notes from the Ship's management to the guests.
  • Learn and address guests by name as per SOP
  • Maintain the Seabourn lounge in a comfortable manner ensuring all aspects of the Seabourn Lounge and surroundings are kept up to standard.
  • Update Siebel with guests preferences and complaints.
  • Organize private ,personalized and unique excursions on different port of calls
  • Liaise with Port Agent regarding requests of guest if can not be find onboard.
  • Follow up with airlines and airport to retrieve lost suitcases
  • Exceed all guest expectations for all requests that arise.
  • Create a Seabourn moments by listening to the guests and informing all department of any special occasions that they might be celebrating
  • Assist guests with organizing private pick up and Airline online check-ins.
  • Make sure that all suites are clean and inspected before embarkation and during the cruise.

Hotel Secretary

Carnival UK
Sydney, Australia
06.2014 - 08.2016
  • Organized venues and revenue meetings for Head of departments and coordinated availability of conference rooms for participants
  • Assist the Hotel Director with administrative tasks
  • Organizing renewal of vows and ceremony of ashes
  • Organizing Captain's party and meet the officers
  • Liaise with Port Agents for guests requests if can not be find onboard
  • Looking after VIP guests
  • Inspect staterooms and suites prior embarkations
  • Follow up with guests concerns and queries
  • Liaise with other department for guests concerns.
  • Provided guest assistance and information regarding local attractions and points of interest.
  • Manage special requests for customers regarding restaurant reservations
  • Take minutes for Head of departments meetings

Assistant Night Manager

Carnival UK
Sydney, Australia
11.2013 - 04.2014
  • Assist the Night Manager and Receptionist with night duties
  • Resolve and ensure guests are kept happy throughout cruise.
  • Ensuring customer satisfaction is kept as a top priority for both myself and team.
  • Financial control - balancing accounts to ensure no failed transactions.
  • High quality customer service provided
  • Work as part of large team with different departments, ensuring strong relationships built.
  • Auditing night receptionist

Guest Service Agent

Carnival UK
Sydney, Australia
12.2011 - 08.2013
  • Provide all guests with high level of customer service.
  • Cash handling and Credit card registration
  • Ensure that guest requests are efficiently and effectively attended in a courteous manner.
  • Fulfilling all reasonable requests from guests to ensure their comfort, satisfaction and safety.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel
  • Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours
  • Maintained consistent positive customer feedback
  • Assisted guests with check-ins, account inquiries and any additional services needed
  • Arrange for Restaurant reservations and Excursions
  • Follow up with issues that has been reported by guests

Education

Certificate: Hotel Management -

Hilton University
London
07.2019

High School Diploma -

Seabourn University
11.2016

Certificate: Hotel Management - Administration, Communication And Secreatrial

Institut Of Technology By OZED
10.2011

Skills

  • Understanding Customer Needs
  • Creative Problem Solving
  • Payment processing
  • Customer Complaint Resolution
  • Time Management
  • Multitasking and Prioritization
  • Computer Skills
  • Verbal and Written Communication
  • Calm and Professional Under Pressure
  • Process Gift orders and Amenities
  • Follow up in a timely manner
  • Team Player
  • Maintain relationship and customer trust
  • Issue Resolution
  • Computer skills Word, Excel, Power Point
  • Siebel System
  • Maintain guests private and confidential information
  • POS System & ordering platforms
  • Problem-Solving
  • Transportation Arrangements
  • Teamwork and Collaboration
  • Inquiry Response
  • Phone and Email Etiquette
  • Check In and Check Out Procedures
  • Restaurant Reservations
  • Account Balancing
  • Decision Making
  • Dining and Amenity Recommendations
  • Tour Arrangements
  • Issue Escalation
  • Refund processing

Languages

  • Fluent in French and English

Timeline

Concierge

Royal Caribbean International
09.2024 - Current

Senior Guest Services Officer

Royal Caribbean International
02.2022 - 08.2024

Night Auditor

Hilton
07.2019 - 12.2019

Front Desk Agent

Hugo's Boutique Hotel, Al Quirkob
10.2017 - 03.2018

Guest Service Specialist

Seabourn
11.2016 - 07.2017

Hotel Secretary

Carnival UK
06.2014 - 08.2016

Assistant Night Manager

Carnival UK
11.2013 - 04.2014

Guest Service Agent

Carnival UK
12.2011 - 08.2013

Certificate: Hotel Management -

Hilton University

High School Diploma -

Seabourn University

Certificate: Hotel Management - Administration, Communication And Secreatrial

Institut Of Technology By OZED
EMILE LEMONNIER