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As a seasoned professional bringing more than 3 years of experience in hospitality customer care, I am well-positioned to positively contribute towards the success of your team in achieving its company goals for service excellence.
I have a strong foundation where my studies have continually reinforced my customer service skills and proactive approach to hospitality, and a comprehensive hands-on experience in the Hotel and Restaurant Management industry. I have been successful in dealing with different kinds of customers from solving problems, resolving conflicts, and contributing to superior customer satisfaction.
Guest Request Runner & Linen Attendant/ Officer in-charge(graveyard shift)
CITY OF DREAMS MANILA (MELCO CROWN ENTERTAINMENT LEISURE PHILIPPINES) - Manila, PhilippinesHousekeepingJuly 2014 - March 2017
Ensure to attend to guests and customers in a professional and timely manner in accordance to highest customer service standards; and to ensure familiarity within all areas including the VIP. Takes orders of all guest requests and ensure to deliver accurate and timely results according to guest’s instructions; accordingly, make appropriate suggestions to maximize customer experience. Serve as the Officer-In- Charge during graveyard shifts. Supervise the casual housekeeping employees Monitor guest’s stay by ensuring the delivery of the highest standard of guest service to not only fulfil but to exceed guests’ expectations. Inspect rooms for lost and found items, safety hazards or any damage, and report to the Supervisor. Monitor stock inventory of linen and all guest request items on a monthly basis. Ensure to deliver a clean and tidy linen room for customers at all times. Take notes, collect, and act upon guest’s preferences, especially on highly discerning clientele. Resolve and record all guest complaints immediately and follow-up according to the Hotel’s established problem resolution recovery processes. Actively obtain feedback from guests to improve services and facilities.
EASTWOOD RICHMONDE HOTEL - Manila, PhilippinesHousekeepingJuly 2013 - December 2013
Ensures work area is clean and neat at all times including the proper maintenance of all equipment, work areas, storage areas, fittings, fixtures, furniture and operating systems needed to perform your daily tasks. Comply with established safety, sanitation standards, personal hygiene, and health standards. Changing linen and making beds to a quality standard following the trained procedure at all times. Inspecting rooms for lost and found items, safety hazards or damage and reporting same to supervisor. Removing used guest amenities and trash. Ensures that service area is clean and well stocked at all times. Replace and restock all items provided for guest use within each room and bathroom. Actively obtains feedback from guests to improve services and facilities.
Bachelor of Science in HOTEL & RESTAURANT MANAGEMENT
LYCEUM OF APARRI - Aparri, PhilippinesJune 2008 - March 2013
FilipinoNative or fluent100%
- Good interpersonal skills
- Good team leader
- Handling guest
- Hotel housekeeping