CHERELYN ONDO MEDINA
Dubai,U.A.E.
Summary
Accomplished professional with expertise in people skills, budgeting, and P&L management. Proficient in time management, training, and team member development, with a strong command of systems such as OnQ PMS and Microsoft Office. Demonstrates excellence in guest engagement programmes and complaint resolution, alongside effective policy modification and staff retention strategies. Skilled in night audits, payroll scheduling, and shift management to enhance operational efficiency. Committed to driving satisfaction and loyalty through innovative solutions.
Overview
1
1
Language
16
16
years of professional experience
Work history
Assistant Front office manager
Hilton Dubai Jumeirah
Dubai, UAE
01.2023 - 08.2026
- Oversee front office operations and manage 54 team members daily.
- Track departmental objectives to raise guest satisfaction and maximize revenue.
- Hilton Honors enrollments as No. 1 YTD in region for
conversion of 354.9% and Marketability rate of 67%. - Drive FPG targets to support RevPAR impact of 2.2% total room revenue.
- Lead recruitment, performance management, coaching, development, and recognition activities.
- Manage onboarding process for new team members from start to completion.
- Handle guest complaints and questions, delivering exceptional service to brand standards.
- Prepare and manage departmental budgets by controlling expenses closely.
- Analyze and present monthly P&L for departmental review.
- Present monthly performance updates during guest satisfaction review meetings.
- Present performance in absence of Head of Department for continuity.
- Monitor adherence to credit policies and procedures at all times.
- Improve service quality by keeping staff product knowledge up to date.
Front Desk Manager
Hilton Dubai the Walk
Dubai, U.A.E.
01.2022 - 01.2023
- Oversee front office operations and manage 37 team members daily.
- Meet and exceed guest satisfaction targets, including revenue maximisation.
- Build loyalty through lasting guest relationships and drive hotel revenue.
- Handle people management responsibilities and manage required staff actions.
- Run onboarding for new team members and set clear expectations.
- Prepare departmental budgets and control front office expenses.
- Analyse monthly P&L preparation and present management reporting in review pro.
- Deliver weekly updates on S.A.L.T improvement planning for front office.
Hotel Duty Manager
Hilton Dubai the Walk
Dubai
07.2015 - 01.2022
- Oversee daily hotel duty manager operations across shifts and service areas.
- Implement new brand standards, including Clean Stay and digital key check-in.
- Manage hotel forecasting, availability, VIP arrivals, daily functions, and events.
- Monitor safety and security during property rounds and incident checks.
- Meet and greet VIP and Hilton Honors guests on arrival.
- Handle long-term bookings, manage department payroll, prepare monthly DTCM reports.
- Complete night audits, balancing credit cards across ONQ and CC machines.
- Check NM reports, adjust business dates, and complete required audit paperwork.
Front Office Supervisor
Hilton Dubai the Walk
Dubai
11.2013 - 07.2015
- Direct desk operations across each shift by reporting to duty manager.
- Manage service quality to keep guest care aligned to standards.
- Allocate schedules and lead guest service agents, operators, and bell attendants.
Front Office Receptionist
Hilton Dubai the Walk
Dubai
12.2011 - 11.2013
- Attends to visitors from enquiry through room booking confirmations promptly.
- Calls management to coordinate schedules and address urgent requests.
- Coordinates housekeeping, restaurant, and in-house administration tasks efficiently.
- Supports team with conferencing booking, ticketing, and related jobs.
- Runs check-in and check-out procedures using checklist and advance purchase records.
- Traces direct bills, room assignments, and guest listings accurately.
- Takes and passes on messages to guests and internal departments.
- Compiles guest bills, processes payments, and orders taxis for arrivals.
- Answers questions on hotel facilities, amenities, and nearby local areas.
- Answers enquiries on hotel facilities, amenities, and surrounding local areas.
Front Desk Officer/Receptionist
Café Rhodora Food and CateringServices
Batangas, Philippines
04.2010 - 10.2010
- Greet visitors and respond to enquiries at reception desk promptly.
- Answer incoming calls and route questions to correct contacts efficiently.
- Receive visitors, handle reception tasks independently, and maintain service standards daily.
Education
Bachelor of Science - Nursing
Lyceum of the Philippines University - Batangas
Batangas City, PhilippinesSkills
- People Skills
- Budgeting, P&L
- Time Management
- Training and Team Member Development
- SYSTEMS: OnQ PMS, Birchstreet, eDocs, Oasys, Vicas, Synergy, Visionline, Docuware
- Satisfaction and loyalty tracking
- Night audits
- Payroll and scheduling
- Staff retention strategies
- Shift management
- Guest engagement programmes
- Guest complaint resolution
- Policy and procedure modification
- Microsoft Office expertise
Additional Information
- Women in Leadership Facilitator
- FPG Champion Certification - Tactical
- Hilton Honors Champion
- Departmental Trainer
- Dubai Way Champion, October 2023
- TSA Champion
- Blue Energy Committee 2022, Guest Champion
- Dubai Way (Level 2) Champion, Nov 2018
- Spirit of Blue Energy Award Winner May 2017
- Starbond Champion Year 2012
- Hotel Top Up seller Year 2012
- Hotel Top Enroller Year 2012
- TRAININGS & CROSS EXPOSURE
- Women in Leadership Train the Trainer UAE, March 2022
- Women in Leadership Mentorship EMEA, 2021
- First Aid Training
- Cross Exposure with Cluster Training Manager at Hilton Dubai the Walk, 2019 & 2020
- Front Desk Management 201 Certificate ( Hotel School The Hague Academy ), 2019
- Women in Leadership, 2019
- Various Hilton Leadership and People Management Training Courses
- Fire Marshall II, 2018
- Elevate 2, 2016
- Departmental Trainer workshop, 2016
- Global Month of Service (Al Salam Private School event participant), 2016
Languages
English
Timeline
Assistant Front office manager
Hilton Dubai Jumeirah
01.2023 - 08.2026
Front Desk Manager
Hilton Dubai the Walk
01.2022 - 01.2023
Hotel Duty Manager
Hilton Dubai the Walk
07.2015 - 01.2022
Front Office Supervisor
Hilton Dubai the Walk
11.2013 - 07.2015
Front Office Receptionist
Hilton Dubai the Walk
12.2011 - 11.2013
Front Desk Officer/Receptionist
Café Rhodora Food and CateringServices
04.2010 - 10.2010
Bachelor of Science - Nursing
Lyceum of the Philippines University - Batangas