Manuel De Grauwe

Experience

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  Club Med

  Nov 1998 - Jul 2001

  Tour guide

  Worked as an excursion guide in Cefalu and Kamarina, in Sicily for two seasons and later Punta Cana (Dominican Republic), Tenerife (Canary Islands) and the sailing boat Club Med II. Responsible for promoting excursions using multilingual abilities to deliver presentations to over 250 guests, generating increased sales and revenue. Led multilingual excursions to archeological and tourist sites. Responsible for public relations and guest relations, consistently promoting Club Med activities and services Show less

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  Celebrity Cruises

  Aug 2001 - Feb 2006

  International Host - Guest Relations Manager - Loyalty Ambassador

  Responsible for all front of house operations, providing direction and mentoring to the team in the execution of their daily roles and responsibilities and fostered a collaborative team environment with emphasis on the provision of superior customer service on 5 star cruise ships with average 900 rooms.Supervised the local staff during turnaround check-in and also responsible for USA immigration inspections of foreign guests.Demonstrated strong commitment to guest satisfaction, investigated and resolved issues, provided comprehensive follow-up on complaints, lost luggage and facilitated special requests, developing strong professional relationships with a diverse range of guests and suppliers of services around the world. Conducted sales pitches and presentations on future cruises in the capacity of Sales Manager and Loyalty Program Ambassador to generate increased revenues and retain a loyal client base, increasing company profitability. Hosted a series of information talks (with up to 500 people) and responsible for the translation of the daily program in German, Dutch, French and Spanish to ensure that all international guests could participate in activities and excursions, enhancing their on-board experience. Served as Concierge to international guests to provide personalized service and arrange private tours in various destinations. Show less

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  The World

  Jun 2006 - Jun 2008

  Concierge

  6* residential cruise ship a with worldwide itineraryDevelop and maintain an excellent rapport with residents and millionaires accustomed to the best in quality and service and served as key liaison in the organizing of private tours and events. Researching useful information and making recommendations for each port of call, always trying to anticipate the resident’s needs and interests. Carried out a diverse range of confidential administrative duties complying with company goals and objectives. Regular Concierge duties such as reservations, orientation, translations, invitations and travel arrangements. Show less

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  One&Only Reethi Rah

  Aug 2008 - Mar 2010

  Guest Services Manager

  Ultra luxury resort with 130 villas, voted #1 in the world in 2008Responsible for the pre-arrival experience of the VIP clients, ensuring that all their personal preferences are metAssisting all the VIP clients (A list celebrities, Royal families, Repeaters and Grand villa guests) during their stayResponsible for the follow up on all complaints and hosting of special events for our repeat guests Assist all international guests and provide all kinds of information and services in their mother tongueAwarded “Mr. Hospitality 2009” as No. 1 achiever with 83 “Thank You” letters received from guests in 2009 Show less

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  Jade Mountain Saint Lucia

  Jun 2010 - Jun 2012

  Guest Services Manager

  Award winning boutique resort in the Caribbean with 29 sanctuaries (suites).Duties included: conveying the architect’s vision through personalized tours, guest emails, resort orientations, site inspections, loyalty program and future bookings, weddings and special events coordination. Reporting any issues or complaints to the owners and implementing new procedures to improve the overall service standards.

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  The Pink Sands Club

  Jun 2013 - Jun 2014

  Residences Manager

  Pre-opening of a luxury boutique resort with 26 suites and 20 villas. Participated in the recruitment, training and development of the staff. I created a customer service training course, based on the vision of the new resort, and taught it to all the resort staff. Responsible for all the private villas and owners relations. Managing the butler department to deliver personalized service to all the guests on a daily basis.

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  Niyama Private Islands Maldives

  Sept 2014 - Nov 2015

  Front Office Manager
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  Suarga Padang Padang

  Nov 2015 - Nov 2016

  Resort Manager
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  Karma Group Global

  May 2017 - Dec 2019

  General Manager at Karma Reef Gili Meno
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  BASK

  Feb 2020 - now

  Resort Manager