PROFESSIONAL SUMMARY

Customer service professional dedicated to effective team management and customer satisfaction.

Dynamic Customer Services Manager who leads diverse teams to achieve company goals.

Perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication.

Exceptional customer care professional who addresses and resolves problems as they arise.

Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically.

PERSONAL INFORMATION

Nickname: Cel             Gender: Female          Date of Birth: May 19, 1980         Place of Birth: Roxas City, Capiz           Citizenship: Filipino

Height: 163 cm.                    Weight: 154 lbs.                      Eye Color:  Dark Brown                                           Hair Color: Black

EXPERIENCE

San Antonio Resort

Hotel Manager

February 05, 2016 to present

·         Fully responsible for all aspects of the Hotel Department. Ensure SOP implementation in all departments and check the same

during routine operational checks.

·         Monitor the purchase / indent / requisitions of each department, the accounts receivable (collection from debtors) and the

accounts payable (payable to the vendors / suppliers).

·         Inspecting all departments with their respective Manager’s for cleanliness, ambience, service readiness, staff grooming &

hospitality culture.

·         Assessing and reviewing customer satisfaction and service recovery process.

·         Monitor and maintain operation & overhead cost in order to maintain maximum revenue to the organization.

·         Assist in the preparation of the annual budgeting and monthly forecasting processes.

·         Recruits, trains and supervises staff.

·         Maintains statistical and financial records.

·         Plans maintenance work and room bookings.

·         Handles customer complaints and queries.

·         Promoting and marketing the business.

·         Ensuring compliance with health and safety legislation and licensing laws.

Holland America Line

Junior Housekeeper

July 2012 to March 2015

·         Inspect and follow-up on cleanliness and deficiencies of all areas of within guest staterooms, corridors, steward stations, pantries in order to maintain HAL standards.

·         Inspect on a daily basis guest staterooms, corridors, pantries and steward stations for cleanliness, maintenance and setups as per established HAL standards. Inspections are to be carried out both during the morning service and evening service and corrections made to any deficiencies found.

·         Maintain accurate record keeping, report all maintenance to the Housekeeping Clerk and follow up promptly on all maintenance deficiencies to ensure prompt completion.

·         Coordinate all the special cleaning programs on the assigned decks; this includes soft furnishings cleaning program, carpet shampoo program, special projects etc.

·         Monitor and enforce compliance to all USPH related cleaning and sanitation procedures on a constant basis in all the pantries, steward stations and guest staterooms on the assigned decks. This includes all GIS protocols, cleaning standards, sanitation procedures, pantry logs etc.

·         Take inventory and monitor par levels of the amenities and supplies required before placing orders via the Assistant Housekeeper in order to control costs and at the same time ensuring that all team members have supplies for operational needs.

·         Supervise the baggage collection and distribution process on the assigned decks. Ensure efficient and prompt operation. Ensure that no baggage is left behind on the assigned decks and report missing luggage, if any.

·         Enforce all company policies including MOMs, compliance regulations, environmental policies and workplace safety standards on the assigned decks.

·         Provide training to all stateroom attendants, both On-the-Job and classroom training on a continuous basis.

·         Review Guest feedback survey comments for respective area, and take appropriate follow up actions.

·         Perform other miscellaneous duties as related to facility maintenance/cleanliness and guest requirements.

Holland America Line

Guest Relations Associate

July 2007 to July 2012

At all times, provide all Guests with a premium level of service by insuring that all requests are efficiently handled and attended to in a courteous manner. When situations arise and it is required, provide Guests with answers, alternatives and solutions to issues presented.

When assigned upfront at the Front Desk: Provide all Guests with a high level of service by insuring that all requests are courteously, promptly, efficiently handled ensure that follow up is consistent and timely. When situations arise and it is required, provide Guests with answers, alternatives and solutions to issues presented.

When assigned Phone Duty: Provide Guests premium level of service, including assisting in answering In-Room Dining calls and dispatching orders to responsible parties. Answer Dining Room Reservations calls and dispatch reservations and information via the system to the concerned department for follow-up.

Aboitiz Transport Corporation

Front Desk Officer

October 2005 to October 2006

·         Investigate and resolve customer complaints in an empathetic manner.

·         Meet all customer call guidelines including service levels, handle time and productivity.

·         Promptly respond to inquiries and requests from customers.

·         Facilitate inter-departmental communication to effectively provide customer support.

·         Facilitate guests’ check in / boarding process.

EDUCATION

Golden Heritage Polytechnic College

BS Office Administration major in Computer Education

June 1998 to March 2002

SKILLS

Exceptional interpersonal skills

Effective problem solver

Adherence to high customer service standards

Customer focused

Exceptional telephone etiquette

People Handling / Management

Exceptional Listening Skills

Leadership / Management

Knowledgeable in Microsoft Office Applications