Susan Locsin Remoto

SUSAN LOCSIN – REMOTO

0159 Upper Motong

Dumaguete City, Negros Oriental

Philippines 6200

Mobile no. +639261190401

Personal Profile

A goal – oriented, innovative high achiever with over ten years of experience in hospitality and related industries with strong analytical, inter-personal and team working skills. Consistently work to the highest professional standards with proven supervisory skills and can work as part of a team or using own initiative with excellent time keeping and attendance record. Even under significant pressure, possesses a strong ability to work effectively.

Skills

Computer literate : good knowledge of Word, Excel, Power Point, Outlook, Opera, Sabre as well as email and internet

Multi lingual. Fluent in English, Tagalog, Cebuano and Hiligaynon; partial knowledge of Spanish and German.

Excellent communication, interpersonal and time management skills

Ability to motivate others

Multi – tasking

Detail oriented

Train or mentor others

Customer service

Complaint handling and Stress Management

Employment

March 3, 2014 – present StudentUniverse/FCTG SEA Inc., Dumaguete City, Philippines

Quality and Assurance/ Social Media Specialist 2016 – present

· Developing evaluation programs

· Keeping track of the industry trends

· Call/chat/email monitoring

· Utilisation of technology

· Coaching and mentoring

· Monitoring and tracking all social media initiatives and tactics implemented by organisation and develop reports on those findings.

Manages company social media channels, including Facebook, Instagram, Twitter, BBB, Trustpilot, Sitejabber and ResellerRatings and other relevant platforms
· Tracking social media program results and report on those findings, as well as assist in active “listening” to the social media community, regularly reporting on those findings.

Travel Consultant (Phones and Chat Support Group) 2014-2016

· Promoting and recommending various travel destinations

· Book flights, hotel rooms and arrange other travel plans for clients

· Extensive knowledge about various countries and its geography, weather, history, language and customs.

· Assist clients especially during the busy season in getting the best travel and hotel rates.

· Networking with tour operators and distributing travel itinerary

· Providing travel information to clients, preparing quotations, booking hotel rooms, managing customer issues.

2011 – 2013 Hadrian’s Brasserie, The Balmoral Hotel, Edinburgh, UK

F&B Staff

• Make sure that the breakfast buffet table is properly set

• Check reset trays if complete

• Prepare cutleries for lunch service and set it aside

• Check and fold table napkins if needed

• Clear, clean and set up tables

• Polish glasses, cutleries and cups if needed

• Make sure that work area is clean

• Prepare and set up tables for dinner

• Greet customers, seat them and answer their queries

• Take down orders from guests and recommend menu of the day

• Serve guests with food and drinks

• Check and charge correct bill to guests using computer and IT system

• Make drinks (cocktails, specialised coffee, tea) for guests

• Check and make sure the correct food order goes out of the kitchen

• Up-sell or promote other products in the hotel

• Maintain stock levels and make sure they are sufficient enough for dinner and for next day

2011 – 2013 Asian Wedding Services, UK

Wedding planner and catering service for Asian weddings.

Waiting staff (bank shift)

• Prepare drinks for the guests

• Greet and show guests to their seats

• Take out guests’ food and drinks and make sure that they are refilled, as needed.

• Clear out guests’ plates and make sure that they are not left waiting too long

• Assist in preparing the dessert and clean up after each event

2004 – 2011 Atlantis Dive Resorts and Liveaboards Philippines

Dive centres and dive resorts in two locations, Puerto Galera and Dumaguete

Reservations Manager

• Handled all telephone, personal, and written enquiries promptly and in a friendly manner.

• Updated booking calendar, arrival/ departure list, and occupancy list on a day to day basis.

• Coordinated with front office with regards to guest transfers, flight tickets, special requests, dietary requirements, outside accommodation, tours and diving packages.

• Made quotations and packages based on the request of the guests.

• In charge of collecting payments for bookings and updating the hotel billing system.

• Handled guests complaints efficiently and professionally, resolved issues where possible and reported to the resort manager

• Informed the resort manager and IT department for any changes in flights, ferry and bus schedules as well as increase in fares.

• Made sure that guests details were correctly entered on the data base by the front office staff.

• Takes the role of the resort supervisor when she is on leave or on a day off and oversees the front office.

• Takes the role of a front office or receptionist in cases when there is an unexpected emergency leave and nobody is able to cover the shift.

• Maintained relationships with other key departments: housekeeping, front office, dive shop, spa, restaurant, kitchen, and maintenance, and ensured that communication was build up and minimised guests complaints.

• Assigned to orient newly hired employees

2003 – 2004 Coco Amigos & Bar Restaurant, San Juan Beach Corporation

Bar and restaurant that serves authentic Mexican cuisine

Restaurant Manager

• Ensured that the restaurant operated efficiently and profitably and maintained a good reputation.

• Responsible for the business performance of the restaurant, as well as maintaining high standards of food, service and health and safety.

• Did strategic planning, shift pattern organisation and day to day management activities.

• Organised marketing activities such as promotional events and discount schemes.

• Prepared reports at the end of the shift/ week such as staff control, food control and sales.

• Coordinated the entire operation of the restaurant during the entire scheduled shift.

• Managed staff and provided feedbacks.

• Handled customer complaints

• Ensured that all employees adhered to the company’s uniform standards.

• Meet and greet customers and organised table reservations.

• Advised customers on menu and wine choice

• Recruited, trained and motivated staff

• Organised and supervised the shifts of kitchen, waiting and cleaning staff.

• Maintained high quality standards of hygiene, safety and health.

• Prepared cash drawers and prepared petty cash as required.

• Helped in any areas of the restaurant when circumstances dictated.

2001 – 2003 Atlantis Dive Resorts and Liveaboards Philippines

Dive centres and dive resorts in two locations, Puerto Galera and Dumaguete

Front Office Supervisor

• Motivated the front office to achieve the highest level of customer service and made sure that customer’s expectations are met and exceeded.

• Responsible for all aspects of the guests stay and made sure that the department ran smoothly at all times.

• Made the daily schedules for the front office on a weekly basis

• In charge of making payroll

• Made sure that the correct registration and check in procedures are adhered to.

• Maintained relationships with other key departments: housekeeping, restaurant, spa, dive shop and maintenance and ensured that communication was built up and minimised guest complaints.

• Takes the role as one of the front office or as a receptionist in case of unexpected emergency leaves and nobody is there to cover the shift.

• Assigned to orient newly hired employees

Certification and Award

• BIIAB Scottish Certificate for Personal Licence Holders (SCLPH)

• National Certificate II in Cookery

• National Certificate II in Bread and Pastry Production

• Certificate in Training Basic Dressmaking and Tailoring

• SQA Food Hygiene Intermediate (F4TL 34) REHIS Food Hygiene Intermediate Certificate

• Employee of the Month 2011, Hadrian’s Brasserie, Balmoral Hotel, Edinburgh

• Kudos Award 2014, StudentUniverse FCTG SEA, Philippines

• Top 3 Employees of the Year 2007, Atlantis Dive Resorts and Liveaboards

Philippines

• Silliman University, Philippines, 1992

Best in Theory Award and Talent Award

Education

2011 –2013 Edinburgh College, Edinburgh, United Kingdom

HND in Hospitality Management

1988 – 1992 Silliman University, Dumaguete City, Philippines

Bachelor of Science in Psychology

1984 – 1988 St. Paul University, Dumaguete City, Philippines

High School

Additional Information

I enjoy reading, singing, playing the ukulele, listening to music, cooking and reinventing recipes, swimming, biking, walking, doing nail art designs, creating dog dresses, cosplay costumes and handicrafts, solving crossword puzzles and Sudoku, and going to the cinema and tourist destinations.

References

Mr. Richard Morris

Food & Hospitality Lecturer

Edinburgh College

350 West Granton Road, Edinburgh, UK

Tel. No. +44 131 669 4000

Email: [email protected]

Mr. Omar Ismail

Restaurant Manager

Palm Court (The Balmoral Hotel)

1 Princes Street, Edinburgh, UK

Tel. No. +44 131 557 5000

Email : [email protected]

Ms. Birgit Eggert

Director Sales and Marketing

Amun Ini Beach Resort and Spa

Bas Daku Candabong, Anda, Bohol, Philippines

Tel. No. +63 908 890 5454

Email: [email protected]

Susan Locsin Remoto Front Office/Reservations Supervisor