Fernan Duque

Hospitality Management by profession with over 6 years of experience in the Hospitality industry from Sales and Customer Service, Guest Services Supervisor, Food and Beverage Service, Graduated program in Hospitality and Tourism Operation Management offered by Fanshawe College that gave me growth and consistently improve my skills in organizational, flexibility and providing excellent quality service. Proven as a multi-tasker, team player, computer literate, and excellent capacity to retain new things. Seeking to contribute my knowledge and passion to your respective organization.

Duty Manager / Guest Services Supervisor - The Park Hotel London (Westmont Hospitality Group) - London, Ontario

(2023-11)

• Oversees front desk staff members primarily to guarantee effective and seamless operations that result in positive reviews and satisfied guests.
• Guarantees exceptional customer service consistently.
• Keeps a polite, professional, positive, and courteous manner at all times.
• Accurately responds to potential guests' questions and takes accommodation reservations. Always finds quick solutions to problems and complaints from guests while responding with urgency.
• Instantly responds to phone and in-person questions about bookings, hotel details, and guest concerns.

Front Desk Agent - The Park Hotel London - London, Ontario

(2023-03 - 2023-10)

• Complete all check-in and check-out procedures.
• Manage reservations over the phone and online.
• Give customers information on payment options and check their credit card information.
• Registering visitors and gathering relevant data (such as contact information and precise dates of stay).
• Upon arrival, welcome visitors and assign rooms.
• Confirming the safe operation of vacuums, floor polishers, laundry washer, and any other cleaning equipment used in the housekeeping department.
• Inspect, repair and installing products such as lighting, kitchen equipment.

Sales and Membership Representative - PURE Fitness Singapore PYH - Singapore

(2019-06 - 2021-03)

• Handled membership concerns and meet monthly quota.
• Participated in short- and long-term planning processes involving marketing strategies to encourage customers to be a member.
• Maintained direct communication with members to establish solid relationship.

Retail Associate, Rewards and Loyalty Management - Resorts World Manila Hotel Casino - Manila, Philippines

(2016-05 - 2016-11)

• Explained product features and warranty agreements.
• Responded to customer's requests and concerns in a resourceful manner.
• Handled cashier duties by taking cash or credits cards in exchange of goods.
• Provided information regarding each product and any discount offers.

Front Office - Crimson Hotel - Metro Manila, Philippines

(2015-03 - 2016-03)

• Welcomed customers upon entrance and confirm reservations.
• Acted as the point of reference for guests who need assistance and information to grant their requests.
• Acquired extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations.
• Understood customer's needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel.
• Responded to complaints and find the appropriate solutions.

Hospitality and Tourism Operation Management - Hospitality and Tourism - Fanshawe College (2022-09 - 2024-04)

Bachelor of Science - Hotel and Restaurant Management - University of Perpetual Help System (2010-06 - 2015-04)