Duty Manager (Hotel Admin) (Pioneering / Pre-Opening Team) - Solaire Resort North - 1 Solaire Way, Vertis North, Bagong Pag-asa Quezon City 1105
(2024-04)
Multiple Commendations via Revinate & Trip Advisor (May 2025 – Present)
- Oversees daily hotel operations (property admin, facilities, security and customer service)
- Act as the main contact for guest concerns / complains
- Resolves issues in a timely manner with proper recovery
- Supervise team members on duty across all handled departments
- Make immediate decisions during emergencies / service-related matter
- Respond to emergencies and close coordination with proper departments
- Signs rebates and discounts in accordance with hotel policy / service recoveries
- Always provides professionalism towards guests, subordinates and leaders
Duty Manager (Executive Office Dept.) - The Manila Hotel, Manila Prince Hotel by The Manila Hotel, UN Residences - 0913, One Rizal Park Manila
(2022-07 - 2024-03)
Letter of Commendation: From: Ms. Diona Aquino-Javate under Office of the President – Presidential Management Staff (March 13, 2023). From: Ms. Lalaine P. Diaz; The Manila Hotel guest (November 6, 2022)
- Oversees the hotels over all operation daily (administration, facilities, security, cleanliness, customer service)
- Attends to hotel's concerns: physical structure, employee concerns, department concerns
- Coordinate with department heads & subordinates towards a smooth hotel operation
- Handles guests concerns and complaints
- Provides resolutions such as service recovery to provide better customer service for both In-house & non-in-house guests
- Approve rebates and discounts in accordance to the hotel's policy and resolution to guests
- Signs returning and leaving property items that is being utilized either for official outside use or for maintenance
- Maintain a high level of professionalism towards employees and guests
- Provide trust and motivation towards employees by bridging it with good communication
Process Executive - Cognizant Technical Solutions Philippines - Science Hub 4 Mckinley, Taguig
(2020-08 - 2022-06)
November 2021 Top Performer. 2020 Rookie of the Year Award
- Currently handling social media platform account that resolves several cases that are being reported by users
- Systematically analyzes discrepancies by following several workflows to resolve a specific user-related case
- Handled an account under an investment/ financial account
- Focuses on providing customer service to shareholders regarding the number of shares they do have from the stock company
- Provides information about their shares, and provides different transactions that can be offered to shareholders (buying and selling of shares, additional share purchases, reinvestment, plans, dividends, corporate actions, etc.)
- Adheres to the Chat process provided by GAP (SOP and Policy) through a systematic way of providing resolution to customers' queries and concerns, especially regarding their orders
- Provides professional chat communication all the time with the customers
- Process order concerns: refunds, price/promo adjustments, appeasements, cancellation, case transfers, order status (tracking updates), returns and exchange, deals greatly on "online orders" but excluding live order processing, replacements, payment viewing (credit card/gift card), in-store purchase
- Daily creation and sending of chat tracker to immediate supervisor/ Team Leader
- Become a good team player and help other agents if needed regarding order concerns through group chat
- Maintain a high level of efficiency and effectiveness during production time and willingness to extend beyond scheduled work hours to maximize customer service availability
OIC – Front Office/Acting Supervisor - Manila Prince Hotel by The Manila Hotel - 1000 San Marcelino St. Ermita Manila
(2018-10 - 2020-07)
OIC – Front Office Reception - The Manila Hotel - One Rizal Park Manila
(2014-05 - 2020-07)
Letter of Commendation: Guest satisfaction review (5 STAR Rating) from "Trip Advisor" (July 2018). Certificate Received: Letter of Commendation (September 2014) - For the satisfaction of guest check-in that was placed in "Trip Advisor"
- Handles guest complaint and create easy and fast action/solution
- Do guests check-in and check-out prior to hotel standards and with ease
- Function as a room controller (providing enough available rooms for specific guest's room requests and discretion, managing daily room discrepancy)
- Create a valid and accurate (cash, credit card, city ledger) report at the end of every shift
- Function also as a cashier and receive cash, credit card, cheque payments from guests, travel agencies, and non-hotel guests
- Creates a well diverse environment for the co-workers
- Be professional as much as possible, especially when handling different guest's personality
- Attending to guest's needs, wants and complaints at hand through phone calls or face to face and achieving guest's satisfaction
- Prepare daily administrative reports for Front Office Manager, Resident Manager
- Covers different shifts as Officer-In-Charge/ Acting Supervisor; decides on problems to create solutions for colleagues' transactions and guest related matters
