Travel
Petronella A. da Costa
Luxury Hospitality Professional | Front Office & Guest Experience Specialist
Summary
Dedicated hospitality professional with extensive experience in customer service, front desk operations, and guest relations in luxury hotels. Adept at handling guest inquiries, problem-solving, and ensuring exceptional experiences. Skilled in training new staff and managing daily front office functions with efficiency and professionalism.
Overview
7
7
years of professional experience
15
15
years of post-secondary education
Work History
Senior Front Desk Agent
Four Seasons Kuwait at Burj Al Shaya
2022.06 - Current
- Provide a seamless check-in and check-out experience while addressing guest needs and special requests.
- Enhance guest satisfaction through personalized service and attention to detail.
- Coordinate with housekeeping and other departments to ensure smooth room assignments and guest experiences.
- Train and mentor new employees to uphold the hotel’s high service standards.
Assistant Guest Service Manager
The Apurva Kempinski, Bali
2021.07 - 2022.05
- Supervised front desk and operator teams, ensuring efficient service delivery.
- Handled VIP guests, special requests, and complaint resolution.
- Assisted in staff training and development to enhance customer service skills.
Front Office Supervisor
The Apurva Kempinski, Bali
2019.09 - 2021.06
- Led front desk operations, ensuring a high standard of service and guest satisfaction.
- Managed room assignments, pre-registrations, and VIP guest handling.
- Provided guidance to front desk staff on problem resolution and service excellence.
Front Desk Agent
Four Seasons at Burj Alshaya, Kuwait
2018.01 - 2019.09
- Assisted guests with reservations, check-ins, and check-outs.
- Managed billing, currency exchange, and guest profile updates.
- Delivered personalized service, ensuring guests’ needs were met with efficiency.
Education
Bachelor of Science - Industrial Psychology
Maranatha Christian University
Indonesia 2001.04 - 2016.01
Skills
- Exceptional customer service & problem-solving
- Front desk operations & reservations
- Team leadership & staff training
- Fluent in English & Indonesian
- Proficient in Microsoft Office, Opera, Lotus Mail
Interests
Photography
Timeline
Senior Front Desk Agent
Four Seasons Kuwait at Burj Al Shaya
2022.06 - Current
Assistant Guest Service Manager
The Apurva Kempinski, Bali
2021.07 - 2022.05
Front Office Supervisor
The Apurva Kempinski, Bali
2019.09 - 2021.06
Front Desk Agent
Four Seasons at Burj Alshaya, Kuwait
2018.01 - 2019.09
Bachelor of Science - Industrial Psychology
Maranatha Christian University
2001.04 - 2016.01