Preview Resume

2019

Last Position : Duty Manager

Period : March 2019  to June 2020

Job Description :

- Followed up with all guest comment via email or telephone and provided any necessary service recovery. -Created detailed pass down log to inform team of guest incidents, room moves, credit issues. - Created positive experiences by engaging and welcoming guests as they enter and pass through the lobby. - Coordinated activities with other hotel departments in order to increase levels of communication and guest satisfaction. - Analyzed customer feedback from online reviews and suggested ways to improve guest satisfaction. - Acted as liaison between sales and front desk staff in order to ensure that all group events were executed perfectly. - Performed billing, collection and reporting functions for guests high balance. - Promoted hotel brand by incorporating Royalty program to increased in new business. - Supervised front desk agents and helped to resolve issues arising during shifts. - Made decision regarding operational issues in the absence of the Front Office Manager. - Trained new hires on hotel policies and procedures. Coached team members. - Administered occupancy status for all rooms.

Last Position : Duty Manager

Period : March 2019  to June 2020

Job Description :

- Followed up with all guest comment via email or telephone and provided any necessary service recovery. -Created detailed pass down log to inform team of guest incidents, room moves, credit issues. - Created positive experiences by engaging and welcoming guests as they enter and pass through the lobby. - Coordinated activities with other hotel departments in order to increase levels of communication and guest satisfaction. - Analyzed customer feedback from online reviews and suggested ways to improve guest satisfaction. - Acted as liaison between sales and front desk staff in order to ensure that all group events were executed perfectly. - Performed billing, collection and reporting functions for guests high balance. - Promoted hotel brand by incorporating Royalty program to increased in new business. - Supervised front desk agents and helped to resolve issues arising during shifts. - Made decision regarding operational issues in the absence of the Front Office Manager. - Trained new hires on hotel policies and procedures. Coached team members. - Administered occupancy status for all rooms.

2015

Last Position : Host-Executive Floor

Period : March 2015  to February 2019

Job Description :

- Greeted guests upon arrival and offered assistance. - Streamlined check-in, check-out process to decrease wait times and increase customer satisfaction. - Provided guests with information about attractions, facilities, services, and activities in or outside the property. -Made guest reservations for airline or other forms of transportation, another hotel golf course when requested. - Arranged secretarial and other office services. - Stayed current and up to date with all hotel services as well as daily VIP requested and special events. - Handled guest complaints and solved problems to the degree possible. - Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism. - Operated office equipment, such as photocopiers, printers, etc. - Served as main point of contact for VIP guests and kept hotel departments briefed on individual requirements. - Managed and improved customer service functions for reception and lounge areas. - Assisted FB team when the situation required.

2012

Last Position : Guest Service Supervisor

Period : June 2012  to January 2015

Job Description :

- Led and performed all front desk duties including checked-in, checked-out, reservations, guest messages and special requests. - Made sure all arrivals are blocked and evens out the house counted. - Suggested room and package upgrades to customers to boost revenue. - Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention. - Monitored all guest complaints and managed all front desk agents. - Coordinated with restaurant, housekeeping, engineering and security to meet all guest needs. - Recommended local entertainment, restaurant, attractions and offered details to guests. - Communicated all important information to the following shift to ensured a smooth transition through the Front Desk logbook.

Last Position : Guest Service Agent

Period : January 2012  to June 2012

Job Description :

- Calculated billings and posted charges such those for rooms, food, mini-bar, or telephone calls to room accounts, reviewing charges with guests at checked-out. - Recommended hotel services or amenities that guests may find useful. - Collected room deposits, fees and payments. - Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism. - Operated office equipment, such as photocopiers, printers, etc. - Performed inventory of office supplies and order what is needed - Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.