Robert Aquilina
Asst. Head Concierge
Zebbug
Summary
This is the industry that I love. With more than 20 years of expertise as a local Concierge, a member of the Clefs d'or, adding past experience in small local hotels, with international work experiences, together with the current International Hotel brand and the opportunity to work with high-end clients, also through luxury agents as a guide and Travel designer, I am able to understand clients need better and provide exceptional guest service, where client satisfaction is my utmost priority.
Overview
24
24
years of professional experience
3
3
Languages
Work History
Asst. Head Concierge
Intercontinental Malta
04.2004 - Current
- Building relationships with clients.(Possibly prior to arrival).
- Greeting guests and understanding their needs, to assist planning of their stay while in Malta.
- Providing information about attractions on the Maltese islands including shopping, restaurants, dining, entertainment, and recreation and more local activities.
- Exceed clients expectations, while making their stay on the island a memorable one.
- Provide clients with area maps, brochures and other literature.
- Arranging transportation, excursions and special services.
- Collaborate with other departments to ensure smooth operations resulting in clients satisfaction.
- Assisting the Head Concierge including, rosters, planning of vacation leave and the hiring process for new staff members.
- Supervise and direct Bellboys and Doorman.
- Managing the Concierge department in the absence of the Head Concierge.
Licensed Excursion Organiser - Personal Concierge – Travel Designer
Self Employed Services
02.2022 - Current
- Design customized travel itineraries that align with client's interests and budget.
- Ensure all reservations and bookings are confirmed and documented.
- Communicate with service providers to confirm arrangements and handle special requests.
- Ensure high level of customer satisfaction through attentive service.
- Stay updated with the latest travel trends, regulations, and safety protocols.
Licensed Professional Tourist Guide
Self Employed Services
03.2016 - Current
- Build personal relationships with guests to promote positive experiences while touring around Malta and Gozo.
- Ensuring safety of tour participants.
- Increased client satisfaction by tailoring tour content to suit individual interests and preferences.
Receptionist / Night Auditor
SeaBank Hotel
06.2002 - 03.2004
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance..
- Resolved customer problems and complaints.
- Front office duties, including Checking in of guests upon arrival, cashiering duties during checkout on departure day.
- Running of Night Audit reports with the end of day.
- Handled cash transactions and maintained sales and payments records accurately.
- Assisted guests with their daily needs.
Receptionist / Reservations
Hilton Hotels UK
06.2001 - 06.2002
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Booked reservations for customer.
- Upselling of rooms.
- Answered central telephone system and directed calls accordingly.
- Handled cash transactions and maintained sales and payments records accurately.
- Corresponded with clients through email, telephone, or postal mail.
Receptionist / Night Auditor
Island International Hotel
05.2000 - 06.2001
- Resolved customer problems and complaints.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered central telephone system and directed calls accordingly.
- Handled cash transactions and maintained sales and payments records accurately.
- Corresponded with clients through email, telephone, or postal mail.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Organized, maintained and updated information in computer databases.
Education
Licensed Tour Guide
Higher Diploma - Institute Of Tourism Studies 04.2001 -
Rooms Division Management -
Diploma
Institute Of Tourism StudiesAdvance Tourism - undefined
Diploma
Reception Operations and Services - undefined
City & Guilds
Accommodation Operations and Services - undefined
City & Guilds
Certificate in Health & Safety - undefined
Royal Society of Health
Certificate 2018 -
Food Handling Course
Skills
Cultural Awareness
Transportation Arrangements
Administrative Support
Reservation coordination
Travel Coordination
Customer Service
Effective problem solving
Hospitality service expertise
Accomplishments
- Intercontinental Malta, Guest Satisfaction Award, 2004
- Intercontinental Malta, Shining Star & Customer Care, 2005
- InterContinental Malta, Employee of the year, 2011
- InterContinental Malta, Employee of the year, 2015
- InterContinental Malta, Guest Service Award, 2023
- Malta Tourism Authority, Hotel Star Worker of the Year, 2010
- Malta Tourism Authority, Runner Up Hotel Star Worker of the year, 2012
- Malta Tourism Authority, Contestant Hotel Star Worker of the year, 2014
Education - Schools attended
- Primary School St.Venera, 1984 - 1992
- Dun Guzepp Zammit Brigella Junior Lyceum Hamrun, 1992 - 1998
- Higher Secondary School Naxxar, 1998 - 1999
- Institute of Tourism Studies St. Georges Bay, 1999 - 2003
- Institute of Tourism Studies St. Georges Bay, 2013 - 2016
Management Courses
- Marketing Management
- Human Resources Management
- Front Office Management
- Housekeeping Management
Mobile number
+356 79808810
Personal Profile
I am an enthusiastic, highly motivated, fast learning and a hard-working individual who can work with minimal or no supervision. I have excellent communication skills and adapt easily to changes especially in a change driven environment. I am reliable and possess excellent multitasking skills with proven records of being able to work on my own initiative. I like service and am very customer oriented with ability to balance between business, revenue and Customer satisfaction. I am always ready to listen and learn and achieve.
Coursework
- Customer Relations
- Customer Care
- Telephone Operations
- Tourism Studies
- Health, Hygiene, Safety
- Sales Techniques
- Principles of Marketing
- French
- German
- Spanish
- Psychology
- Front Office Operations
- Housekeeping Operations
- Tourism Law
- Animation
Personal Information
- Date of Birth: 08/27/81
- Nationality: Maltese
References
- Marion Spiteri, Rooms Division Manager, SeaBank Hotel
- Mr. J. Gauci Borda, Head Concierge, Intercontinental Malta
Timeline
Licensed Excursion Organiser - Personal Concierge – Travel Designer
Self Employed Services
02.2022 - Current
Licensed Professional Tourist Guide
Self Employed Services
03.2016 - Current
Asst. Head Concierge
Intercontinental Malta
04.2004 - Current
Receptionist / Night Auditor
SeaBank Hotel
06.2002 - 03.2004
Receptionist / Reservations
Hilton Hotels UK
06.2001 - 06.2002
Licensed Tour Guide
04.2001 -
Receptionist / Night Auditor
Island International Hotel
05.2000 - 06.2001
Rooms Division Management -
Diploma
Advance Tourism - undefined
Diploma
Reception Operations and Services - undefined
City & Guilds
Accommodation Operations and Services - undefined
City & Guilds
Certificate in Health & Safety - undefined
Royal Society of Health
Certificate 2018 -
Food Handling Course