Experience:

Reservations Supervisor

Shangri-La at the Fort, Manila

August 1, 2016 to Present

§ Supervises the activities and performance of the Customer Sales Team, to ensure the smooth day-to-day operations by enforcing standard practices. To take up task assignments that require a higher level of expertise and experience.

§ To make sure the tools and devices deployed are properly utilized to guarantee an efficient work flow.

§ To manage duty roster to provide sufficient staff coverage at all times especially on peak days/hours.

§ To make sure the standard operating procedures and SLIM guidelines are duly observed and implemented.

§ To conduct training sessions to rectify shortfalls, reinforce best practices and sustain a high level of service standards and customer satisfaction.

§ To co-ordinate reservations-related requirements with respective departments pertaining to the guest’s stay and/or billing requirements.

§ To assist in monitoring room and rate availability across all distribution systems to maximize sales opportunities and minimize regrets build-up.

§ To share developing trends and relevant feedback with relevant parties.

§ To be a role model to the Customer Sales staff, to provide proper guidance and motivation.

§  To assume other duties as requested by Director of Customer Sales.

Business Development Executive – International MICE

Shangri-La Hotels & Resorts Manila

September 1, 2015 to July 31, 2016

§ Handles International companies with frequent individual travellers and groups of international companies with more than 10 guestrooms, with or without catering requirements for three city properties, Edsa Shangri-La Hotel, Makati Shangri-La Hotel, and Shangri-La at the Fort.

§ Implements all sales action plans related to the respective market (by segment & geographical locations) as outlined in the Marketing plan.

§ Actively participates in achieving departmental goals which contribute to the Marketing budget.

§ Attends major travel functions and promotional events (i.e. trade shows) and promotes sales (rooms, catering and other facilities and services) for the hotel.

§ Plans sales trips, under the direct approval of the Director of Convention Sales – International MICE to major market areas.

§ Reviews direct completion and conducts regular research

§ Develops increased room nights as well as Banquet revenue.

§ Conducts site inspections.

§ Attends the pre-event meeting and post-event meeting as required.

§ Cross-sells other Shangri-La hotels.

Sales Executive – International MICE

Makati Shangri-La, Manila

March 16, 2014 – August 31, 2015

§ Handles International companies with frequent individual travellers and groups of international companies with more than 10 guestrooms, with or without catering requirements for Makati Shangri-La Hotel.

§ Implements all sales action plans related to the respective market (by segment & geographical locations) as outlined in the Marketing plan.

§ Actively participates in achieving departmental goals which contribute to the Marketing budget.

§ Attends major travel functions and promotional events (i.e. trade shows) and promotes sales (rooms, catering and other facilities and services) for the hotel.

§ Plans sales trips, under the direct approval of the Director of Convention Sales – International MICE to major market areas.

§ Reviews direct completion and conducts regular research

§ Develops increased room nights as well as Banquet revenue.

§ Conducts site inspections.

§ Attends the pre-event meeting and post-event meeting as required.

§ Cross-sells other Shangri-La hotels.

Sales Coordinator

Makati Shangri-La, Manila

August 1, 2011 to March 15, 2014

§ The Sale Coordinator is responsible for the coordination of the sales and operations process including external and internal documentation preparation and distribution, such as proposal letter, corporate & travel agent contracts, etc.

§ Responsible to assist the Director of Business Development, Senior Sales, Manager, Sales Manager/Executive or assigned Manager in all aspect related to Sales.

Reservations Agent

Makati Shangri-La, Manila

March 22, 2010 to July 31, 2011

§ To provide the highest level of service to promote customer satisfaction / retention while optimizing booking opportunities.

§ To gain complete understanding of Shangri-La’s distribution structure.

§ To strive to convert every booking inquiry into a sales and provide prompt resolution to every inquiry / request at the initial contact.

§ To consistently achieve or exceed individual and team goals.

Call Centre Agent

Convergys

October 1, 2009 to March 21, 2010

§ To maintain a high standard of spoken and written English (as well as the local language) to effectively communicate with new and existing customers.

§ To handle and effectively collect delayed payments from credit card holders.

Villa Housekeeper

Amanyara Resort

October 2006 to July 2009

§ Housekeeper / Butler Functions

§ Handles all Food & Beverage requirements of Villa Guests.

§ To provide ward, courteous and efficient service at all times.

§ To share with the management feedback or concerns as well as updates.

§ Maintains the highest standards of professionalism, ethics and attitude towards all hotel guests and colleagues.

Reservations Agent

Makati Shangri-La, Manila

July 2004 to October 2006

§ To provide the highest level of service to promote customer satisfaction / retention while optimizing booking opportunities.

§ To gain complete understanding of Shangri-La’s distribution structure.

§ To strive to convert every booking inquiry into a sales and provide prompt resolution to every inquiry / request at the initial contact.

§ To consistently achieve or exceed individual and team goals.

Guest Service Centre Agent

Makati Shangri-La, Manila

1997 to 2004

§ Handles all incoming and outgoing calls

§ To master the hotel’s products in terms of payout, physical attribute, benefits, amenities, etc.

§ To be well-versed with the facilities and services offered by the hotel.

Food & Beverage Attendant

Makati Shangri-La, Manila

March 1993 to July 1997

§ Takes and delivers order in the prompt and timely manner

§ To acquire effective selling techniques and upsell promotions

Education:

B.S. Hotel and Restaurant Management

University of Santo Tomas

1989 to 1993

Personal Information:

Status:              Single

Birth Date:       September 15, 1972

Birth Place:      Mandaluyong City

References:

Ms. Sam Gallardo

Diector of Communications

Shangri-La at the Fort, Manila

Tel: 63 2 8200888

Email: [email protected]

Ms. Maria Christina Espina

Director of Customer Sales

Makati Shangri-La, Manila

Tel: 63 2 8138888 local 7343

Email: [email protected]