JOHANNA BENARES HUBBARD
Rawai,Thailand
Summary
- An award-winning, dynamic and results-driven professional with years of extensive experience in client relations/customer service and hospitality sectors.
- Demonstrated expertise in travel coordination, and business trip management and planning, with a strong track record of aligning administrative operations with key assets in catering to elite clientele.
- Confident, resilient, and professional, with a deep understanding of high-end business environments, demonstrating a keen eye for detail and discretion in meeting the expectations and lifestyle of luxury clientele.
- I am well-traveled, bringing valuable cultural awareness and insight that enhances my ability to anticipate and meet the expectations of diverse clients.
- Recognized for excellent performance in employee management, recruitment, training, contract administration, and strategic HR practices, including both retention and termination processes.
- Proven success in supporting domestic and international business startups, operational frameworks, and consultancy projects.
Overview
1
1
Language
21
21
years of professional experience
Work History
Operations
I Only Fly First Class LTD
Phuket, Thailand
10.2018 - 11.2024
- Managed graveyard shift independently for over 3 years during peak booking hours for flights in US and Europe, ensuring smooth operations.
- Coordinated timely bookings to align with clients' schedules, particularly for specific aircraft preferences on business and first class flights.
- Demonstrated exceptional attention to detail in bookings and tasks, safeguarding company assets and minimising potential losses.
- Ensured discretion in handling private client information, sensitive and confidential bookings.
- Independently managed remote work for 6 years with a proven track record of reliability, performance, demonstrating trustworthiness and accountability.
Operations
Villareal Heights Hotel
Phuket, Thailand
01.2009 - 08.2017
- Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
- Oversaw accounting of expenses, budgets, and supplies.
- Managed contracts with online travel agencies and negotiated commissions.
- Facilitated tour contracts/packages to increase commission income.
- Trained hotel cleaners and reception staff, improving service quality and guest satisfaction.
- Contributed to marketing and planning activities that enhanced guest experiences.
- Addressed guest complaints by resolving issues directly.
- Provided personal service to meet individual guest requests.
- Maintained knowledge in planning tours, dining, entertainment, and onward travel.
- Managed inventory control, reducing waste and ensuring optimal stock levels at all times.
- Contributed to the hotel's track record in recognition for excellence in customer service and hospitality.
- Received awards for outstanding hospitality and service at small hotel for several consecutive years
Site Manager
Peacekeeper Services Inc.
Kalsu , Iraq
01.2005 - 08.2008
- Provided reliable Fiber Optic WIFI in the Camp for 3000 US soldiers, provided a top notch cafe in the middle of the desert with events and recreation of the US soldiers on site. Bid and catered to military contracts.
- Maintained compliance with health and safety regulations for the Cafe, reducing risk of on-site incidents for construction contracts.
- Developed and strictly implemented operating procedures. Complied to all US government policies and camp regulations and strictly implemented it in accordance to the Base security level
- Managed documents to secure personal background checks required by the US Military and Camp Mayor for issuance of staff camp badge / IDs in Iraq base
- Controlled all cash flow and financial operations, managing payroll, approving expenses, and securing all income.
- Coordinated employee schedules and tasks to match workloads, adjusting team sizes and assignments with changing needs.
- Coordinated travel arrangements, securities, and flight manifests for partners and staff between Iraq, Kuwait, and Dubai, personally accompanying recruits on black hawk flights from Kuwait to Baghdad and FOB Kalsu.
- Coordinated with Kuwait office in forwarding reports and delivery of cash by land travel
- Managed site logistics efficiently, ensuring equipment and materials were available as required.
- Established employee benefits and retention programmes, conducting evaluations and terminations to support company growth.
Operations
Le Pain Quotidien (Alshaya Co.)
Kuwait
01.2004 - 01.2005
- Recognized for exceptional performance and promoted to Assistant Manager from Supervisor within only two months and promoted to Manager within only six months
- Managed teams across 2 branches in Kuwait, ensuring operational efficiency and team collaboration.
- Prepared rotation schedule to enhance service efficiency, supervised and evaluated staff performances
- Enforced safety food and preparation procedures in accordance to strict government regulations and policies of Kuwait
- Delivered exceptional service, developing strategic initiatives that fostered regular customer loyalty and optimised sales while minimising loss and wastage.
- Trained several restaurant supervisors, Assistant Managers and Managers for Le Pain Quotidien branch expansions in Kuwait and Dubai
- Pioneered for Middle East branches
- Trained newly hired employees on service techniques, company procedures and safety processes.
- Managed conflict resolution among staff and with customers, diplomatically addressing issues to maintain a positive atmosphere.
- Balanced cash registers, reconciled transactions and deposited the establishment's earnings daily.
Education
Bachelor of Science - Commerce, Major in Enterprise Economics (PreLaw)
UNIVERSITY OF ST. LA SALLE
Philippines01-2016
Skills
- Project management
- Data management
- Supply chain management
- Customer relationship management
- Contract negotiation
- Compliance management
- Travel logistics
- Time Management
- Remote work coordination
- Critical Thinking
- Attention to detail
- Customer Service
- Teamwork
- Public Relations
Accomplishments
- TripAdvisor's Traveler's Choice Award 2012 and 2013
- Recipient for Certificate of Excellence Award year 2011, 2012, 2013, 2014, 2015. 2016 for Villareal Heights Hotel, Phuket
- Awarded for Villareal Heights Hotel, Phuket for Tripadvisor's Hall of Fame, 2015 For achieving full 5 stars of Excellence for 5 consecutive years
- Numerous Recognition Awards as a Contractor from US Military Base Camp Kalsu, Iraq
- Improved reviews by successfully handling customer complaints for Villareal Heights hotel as well as for the Operations Department in I Only Fly First Class and Le Pain Quotidien Kuwait.
Languages
English
Proficient
C2
Timeline
Operations
I Only Fly First Class LTD
10.2018 - 11.2024
Operations
Villareal Heights Hotel
01.2009 - 08.2017
Site Manager
Peacekeeper Services Inc.
01.2005 - 08.2008
Operations
Le Pain Quotidien (Alshaya Co.)
01.2004 - 01.2005
Bachelor of Science - Commerce, Major in Enterprise Economics (PreLaw)
UNIVERSITY OF ST. LA SALLE