Gabriela D. Popeti Dines
Summary
Highly communicative professional with more than 20 years of expertise as Concierge for high-end hotel chains and boutique. Team player provides exceptional guest service. Background in industry positions at luxury resorts where client satisfaction is of utmost importance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Luxury Travel Concierge
Frosch Private Client Services - JP Morgan Chase
10.2023 - Current
- Maintained detailed knowledge of local attractions, events, and services to better assist guests in making informed decisions.
- Implemented effective organizational systems to manage incoming requests and track progress on outstanding tasks.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
- Maintained accurate and up-to-date records of guest information.
- Maintained high level of professionalism and discretion when dealing with guests.
- Streamlined communication between departments, ensuring efficient service delivery to guests.
Senior Concierge
The Mark Hotel
01.2019 - 06.2023
- Acted as a liaison between guests and hotel management to ensure exceptional service levels were maintained consistently.
- Handling yearly MET Gala and After Party Event
- Due to Pandemic Situation helped the following departments: Sales and Marketing, Food and Beverage ( The Mark by Jean George restaurant and In Room Dining), Front Desk , Guest Relations and Concierge Department
- Handled confidential information with discretion maintaining the privacy of high-profile clients.
- Collaborated with other team members effectively contributing toward smooth daily operations.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Responded to guest inquiries to maximize guest satisfaction.
- Created welcoming and comfortable environment for guests.
- Maintained accurate and up-to-date records of guest information.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
Assistant Resort Manager
Four Seasons Hotel
01.2018 - 01.2019
- Opening team for Four Seasons Hotel in Lanai
- Achieving 5 Stars 5 Diamonds for the property for the first time under Four Seasons Hotel, Lanai
- Analyzed financial reports to identify areas for improvement in revenue generation and expense management.
- Enhanced guest satisfaction by promptly addressing issues and providing exceptional customer service.
- Increased revenue through targeted marketing efforts and promotion of special packages for guests.
- Monitored guest feedback closely, making necessary adjustments to meet their expectations consistently.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Developed and implemented promotional strategies to increase occupancy.
General Manager of Operations
Dines Hotel And Restaurants Corporation
01.2015 - 01.2018
- Responsible for safeguarding the financial success of a specific outlet and maintaining the reputation of the company
- My role has a strong hospitality element, ensuring that the restaurant delivers high-quality food and drink and good customer service
- Established a successful business by identifying market needs and developing innovative solutions.
- Led the strategic planning process to define business goals and ensure alignment across all departments.
- Secured funding for company growth through investor relations and networking activities.
- However, I'll also undertake activities common to business managers within any sector, including finance, human resources, marketing, operations, sales
- To prepare reports and other performance analysis documentation
- To report to and attend regular meetings with area managers or head office representatives
- To establish relationships with the local community and undertake activities that comply with the company's corporate social responsibility program's.
Assistant Chef Concierge
Mandarin Oriental New York
01.2014 - 01.2015
- Ability and multitasking and time-management, aptitude in resolving issues with a customer-focused orientation
- Arrange events excursions, transportation from hotel residents, respond to complaints and find the appropriate solution
- Supporting the Front Office Manager, I was responsible in managing and assisting the services teams at the lobby.
- Enhanced guest experiences by implementing personalized concierge services and tailored recommendations.
- Streamlined concierge operations for increased efficiency, effectively managing staff schedules and workloads.
- Developed comprehensive training programs for new hires, setting a high standard of service excellence within the team.
- Monitored guest feedback consistently, identifying areas for improvement and implementing necessary changes in service delivery.
- Managed budgets effectively, allocating resources strategically to maximize return on investment in concierge services.
- Increased repeat business by developing long-lasting relationships with guests through exceptional customer service practices.
- Coached, supported and developed team with goal of continuous growth and skill improvement.
- Assigned work to staff, set schedules, and motivated strong performance in key areas.
- Monitored budget and expenditures, keeping facility within budget.
Senior Concierge
The Pierre, A Taj Hotel, New York
01.2008 - 01.2014
- Anticipates the needs of the guests and residents so a solution can be offered before being requested, personalizing the delivery of the service to meet the specific needs of each guest and resident, reminding the guests of scheduled events, appointments, constraints etc., and protecting the customer from unnecessary of unwanted demands by others
- Being part of Taj Opening Team and being part of achieving to be a 5 STAR 5 DIAMOND HOTEL
- Member of Les Clefs d'Or USA
- Member of Board of Directors for New York Association of Hotel Concierges. Director of Revenue for the NYCAHC
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- 100 % Score for Forbes Inspection every year
- Served as a reliable resource for fellow team members seeking guidance or assistance in completing tasks related to guest services.
- Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Developed relationships with local businesses to secure discounts and special offers for guests.
- Managed front office operations of busy hotel, delivering 5-star service to cultivate loyalty and satisfaction.
Concierge
Westin Times Square Hotel
01.2005 - 01.2008
- Arrange dining reservations, special requests and itineraries for hotel guests
- Served as a reliable resource for fellow team members seeking guidance or assistance in completing tasks related to guest services
- Member of New York Association of Hotel Concierges
- Eligible for Les Clefs d'Or in 2008
- Demonstrated solid attention to detail when processing guest charges accurately during each transaction.
- Coordinated transportation arrangements for guests, ensuring timely arrivals and departures
Towers Guest Service Agent
New York Palace Hotel
01.2001 - 01.2005
- Coordinate arrivals and departures of high profile guests
- Arrange special requests and ensure completion
- Facilitate information sharing between departments
- Assist foreign travelers with their needs by bridging the language barrier with other departments.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
- Maximized revenue by upselling room upgrades and additional services.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
Istana Hostess
New York Palace Hotel
03.2000 - 01.2001
- Coordinate reservations and seating for restaurant patrons
- Ensure smooth and efficient turnover of tables.
Front Office Assistant Manager
Intercontinental Hotel
01.1995 - 01.2000
- Supervise and assist desk agents with high volume arrivals and departures
- Motivate staff to go beyond normal duties and delight guests.
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Facilitated seamless communication between departments by routing calls and relaying messages accurately and in a timely manner.
- Increased client retention by providing exceptional service while managing check-in and check-out processes.
- Developed procedures for handling sensitive information, maintaining confidentiality and adhering to company policies.
- Resolved conflicts professionally and efficiently, fostering a positive workplace atmosphere.
Air France Manager
Otopeni International Airport
01.1993 - 01.1995
- Supervise and monitor Air France agents to ensure smooth operation of flight check-ins and boarding
- Multitask within precise time constraints and strict security measures
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
Education
Skills
- Highly computer literate with experience in: Microsoft Office software (Internet Explorer, Word, WordPerfect, Excel, Access and PowerPoint), SMS Hospitality System, Micros, Gaetan and Fidelio, Concierge Assistant, Socrate, Menthor
- Administrative Support
- Social media networking
- Reservations Management
- Hospitality service expertise
- Upselling proficiency
- Guest Relations
- Customer Service
- Effective problem solving
- Strong Work Ethic
- Training and mentoring
Employment
- Luxury Travel Concierge, Frosch Private Client Services/JP Morgan Chase
- Senior Concierge - The Mark Hotel, New York
- Assistant Resort Manager - Four Seasons Hotel, Lana'i Hawaii
- General Manager "Dines Food" brand, Bucharest - Romania
- Assistant Chef Concierge, Mandarin Oriental, New York
- Concierge, The Pierre, a Taj Hotel
- Concierge, Westin Times Square
- Towers Guest Service Agent, New York Palace
- Istana Hostess, New York Palace
- Front Office Assistant Manager, Intercontinental Hotel, Bucharest
- Air France Manager, Lutas, Romanian International Airport, Bucharest
Diplomas
- Diploma in Catering Department and Sales Management obtained at the Westin Times Square New York
Education - 1993 1997
Bachelor of Science in Law, Titu Maiorescu University, Bucharest
Certification
- Certificate in High Standards from Hotel Management The Pierre, a Taj Hotel (given by Mr. Tata Ratan, CEO and Founder)
Languages
English
Native or Bilingual
Romanian
Native or Bilingual
Spanish
Professional Working
French
Limited Working
Timeline
Luxury Travel Concierge
Frosch Private Client Services - JP Morgan Chase
10.2023 - Current
Senior Concierge
The Mark Hotel
01.2019 - 06.2023
Assistant Resort Manager
Four Seasons Hotel
01.2018 - 01.2019
General Manager of Operations
Dines Hotel And Restaurants Corporation
01.2015 - 01.2018
Assistant Chef Concierge
Mandarin Oriental New York
01.2014 - 01.2015
Senior Concierge
The Pierre, A Taj Hotel, New York
01.2008 - 01.2014
Concierge
Westin Times Square Hotel
01.2005 - 01.2008
Towers Guest Service Agent
New York Palace Hotel
01.2001 - 01.2005
Istana Hostess
New York Palace Hotel
03.2000 - 01.2001
Front Office Assistant Manager
Intercontinental Hotel
01.1995 - 01.2000
Air France Manager
Otopeni International Airport
01.1993 - 01.1995
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