-

Guest-focused hospitality professional with years of experience in front desk operations, customer service, and service recovery within hotel and service-driven environments. Known for delivering warm, personalized guest experiences, resolving concerns with professionalism, and thriving in fast-paced settings. Strong communicator with a hospitality degree and a genuine passion for creating memorable first and last impressions.

Guest Service Agent - Fairfield by Marriott - Greater Sudbury, ON

(2026-05)

• Welcome guests warmly and verify reservations and personal information.
• Process guest check-ins and check-outs efficiently.
• Handle payments, invoices, and billing records accurately.
• Respond to phone calls, emails, and online inquiries regarding room availability and rates.
• Manage reservations, cancellations, room assignments, and payment processing.
• Communicate VIP arrivals and special requests to hotel departments.
• Resolve guest concerns professionally while maintaining high satisfaction levels.
• Maintain accurate guest records using hotel management systems.

Food Prep - Smith's - Greater Sudbury, ON

(2024-11 - 2026-05)

• Supported daily operations in a fast-paced environment while maintaining strict food safety standards
• Prepared cold food items with attention to portion control and consistency
• Maintained a clean, organized, and safe workstation
• Following food safety and sanitation guidelines.

Guest Service Agent - Ironwood Hotel - Tacloban City, Leyte

(2021-06 - 2024-02)

• Delivered professional and welcoming guest experiences during check-in, stay, and departure
• Answer calls, emails, and online inquiries regarding room availability and rates.
• Managed reservations, cancellations, room assignments, and payment processing with accuracy
• Communicate special requests or VIP arrivals to relevant hotel departments.
• Resolved guest concerns effectively while maintaining high satisfaction levels
• Anticipated guest needs and provided personalized service recommendations
• Maintained accurate guest records using hotel management systems
• Monitor lobby and front desk areas for security issues.
• Follow hotel policies for emergency situations, lost & found, and safety procedures.
• Manage payments, invoices, and receipts accurately
• Suggest room upgrades, packages, or hotel services to guests and Promote loyalty programs
• Train and mentor new front office agents
• Guide junior staff in hotel procedures and guest interactions

Front Office Agent/Receptionist - The Oriental Leyte - Tacloban City, Leyte

(2019-07 - 2021-04)

• Welcomed guests warmly and verified reservations and personal details.
• Processed check-ins and check-outs efficiently using the Property Management System (PMS).
• Handled room assignments, key issuance, and guest orientation.
• Coordinated with housekeeping, maintenance, and F&B teams for guest requests.
• Addressed guest questions, complaints, or special requests promptly, ensuring satisfaction.
• Processed payments, issued invoices, and maintained accurate billing records.
• Ensured compliance with hotel safety procedures and emergency protocols.

Food & Beverage Associate (Server) - Radisson Blu Hotel - Cebu City, Philippines

(2017-05 - 2019-06)

• Delivered exceptional service to 100+ guests daily in a high-volume environment
• Assisted guests with menu selections and personalized service requests
• Contributed to a 15% increase in food & beverage sales through upselling
• Streamlined order-taking processes, reducing service time by 20%

CSR - Customer Service Representative - Intuit Convergys - Cebu City, Cebu

(2016-12 - 2017-05)

• Respond to inquiries via phone, email, chat, or in-person
• Provide accurate information about products, services, or policies
• Recommend products or services based on customer needs
• Promote current offers or upgrades
• Resolve customer issues, complaints, or disputes in a timely manner
• Escalate complex problems to supervisors or relevant departments
• Process orders, payments, or refunds
• Follow up with customers to ensure satisfaction
• Analyze customer concerns and provide solutions
• Offer alternatives or compromises to maintain satisfaction
• Work with other departments to resolve service or technical issues

Receptionist - Tacloban Plaza Hotel - Tacloban City, Leyte

(2016-04 - 2016-12)

• Welcome guests upon their arrival and assign rooms
• Register guests collecting necessary information (like contact details and exact dates of their stay)
• Inform customers about payment methods and verify their credit card data
• Respond to clients' complaints in a timely and professional manner
• Perform all check-in and check-out tasks

Server - Quest Hotel - Tacloban City, Leyte

(2015-06 - 2016-07)

• Prepare restaurant tables with special attention to sanitation and order
• Present restaurant menus and help customers select food/beverages. Take and serve orders
• Deal with complaints or problems with a positive attitude.

Bachelor's - Hotel and Restaurant Management - Leyte Normal University (2012-06 - 2016-03)