Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Cherry Mae Cordovilla

Cherry Mae Cordovilla

Hospitality Industry

Summary

Creative and detail-oriented hotel management professional with a passion for unique and personalized guest experiences. With experience in hotel management, seeking to join a team where I can utilize my skills in design, guest relations, and operational oversight to enhance the charm and efficiency of a distinctive property.

Overview

7
7
years of professional experience

Work History

Guest Services Team Leader

Daluyon Beach and Mountain Resort
08.2023 - Current
  • Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
  • Monitored reservation system for accuracy and efficiency, reducing booking errors and conflicts.
  • Facilitated smooth room turnovers by working closely with housekeeping staff to prioritize cleaning schedules based on occupancy levels.
  • Resolved challenging customer complaints with empathy and professionalism, turning potentially negative experiences into opportunities for relationship building.
  • Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer concerns promptly.
  • Implemented marketing and promotional initiatives to increase occupancy.
  • Monitored hotel's budget and financial records.
  • Stored guest valuables in safe and individual boxes for security.
  • Reviewed customer feedback regularly to identify areas for improvement in guest services operations.
  • Ensured accurate billing transactions by reviewing nightly audit reports and addressing any discrepancies in a timely manner.
  • Maintained a high level of professionalism in all interactions with guests, setting an example for the rest of the team.
  • Promoted a positive work environment by encouraging teamwork, open communication, and continuous learning among staff members.
  • Led team meetings to address concerns and inform employees of new policies and procedures.
  • Strengthened interdepartmental relationships by fostering open communication and collaborating with other departments to address guest concerns effectively.
  • Implemented strategies to upsell hotel amenities, resulting in increased revenue.
  • Optimized staffing levels during peak periods through effective scheduling adjustments, ensuring efficient resource allocation without compromising service quality.
  • Trained new team members on company policies, procedures, and best practices in guest services.
  • Welcomed guests on arrival, displaying professional and friendly approach.
  • Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
  • Maintained high level knowledge of all hotel services offered to answer guest questions.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.
  • Created and enforced new procedures, resulting in improved customer service and problem resolution.
  • Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
  • Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.
  • Answered hotel phones with professionalism and directed calls appropriately.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.

Virtual Assistant

GoodFit Virtual Assistants
03.2023 - 08.2023
  • Monitored emails, organized inbox, and prioritized messages for supervisor.
  • Set up virtual Zoom meetings, invited guests and disseminated agendas.
  • Conferred with customers by telephone, chat or email to provide information.
  • Enhanced client satisfaction by efficiently managing and organizing schedules, appointments, and travel arrangements.
  • Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
  • Boosted team morale with proactive communication skills that fostered a positive work environment.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.

Guest Services Associate

Daluyon Beach and Mountain Resort
08.2022 - 08.2023
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
  • Handled phone calls professionally, directing callers to appropriate departments or providing information as needed.
  • Managed reservation system effectively, optimizing room allocation and minimizing booking conflicts.
  • Performed concierge services for guests.
  • Interacted with customer service team to deliver consistent, exceptional service to all guests.
  • Maintained working knowledge of nightlife, local dining establishments and historic sites to share with hotel guests.
  • Booked appointments, accepted payments and answered guest questions.
  • Collaborated with housekeeping staff to maintain clean, comfortable accommodations for all guests.
  • Promoted hotel amenities and upsold room packages, contributing to increased revenue generation.
  • Explained hotel's policies and procedures to guests upon check-in.
  • Gave information about area attractions and provided directions.
  • Resolved complaints regarding housekeeping and room service.
  • Contributed towards maintaining safety protocols within the property by reporting any suspicious activity or security concerns.
  • Engaged guests entering facility and offered to assistance with wayfinding.
  • Coordinated event bookings, ensuring seamless execution of logistics and guest satisfaction.
  • Provided timely assistance to guests, demonstrating superior customer service skills and attention to detail.
  • Confirmed arrival and departure times for guests.
  • Welcomed guests on arrival, displaying professional and friendly approach.
  • Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
  • Conducted regular inventory checks on supplies, managing restocking needs proactively for uninterrupted service delivery.
  • Maintained high level knowledge of all hotel services offered to answer guest questions.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Answered hotel phones with professionalism and directed calls appropriately.
  • Processed guest check-ins and check-outs following procedures for fast turnover.
  • Took reservations over phone and through email, recording guest information in computer system and verifying details.
  • Assisted guests with luggage and provided directions to rooms to enhance customer service.
  • Maintained neat and orderly front desk and lobby area to uphold hotel standards.
  • Created welcoming and comfortable environment for guests.
  • Greeted guests upon arrival by providing warm welcome.
  • Responded to guest inquiries to maximize guest satisfaction.

Call Center Agent

Merchant Service Center
07.2021 - 03.2023
  • Conducted follow-up calls to gauge customer satisfaction levels and identify opportunities for upselling or cross-selling services.
  • Achieved high conversion rates through skillful negotiation tactics applied throughout the sales funnel stages.
  • Provided personalized support by addressing each caller''s needs based on their unique circumstances, preferences, or challenges faced during the interaction process.
  • Enhanced team performance with consistent attainment of individual and group targets.
  • Streamlined internal processes by providing feedback on potential improvements in call scripts, training materials, or technical tools.
  • Educated customers on offerings and upsold products and services to increase revenue.
  • Generated leads for the sales team by identifying potential customers through targeted outbound calls.
  • Utilized persuasive communication skills to overcome objections from potential clients during sales presentations.
  • Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
  • Delivered consistent valid transfers activity to achieve monthly and quarterly goals and objectives.
  • Maintained Salesforce records by logging prospecting activities, adding new contacts, and updating account information with useful intelligence.
  • Discovered qualified prospects within target markets to drive new sales opportunities.
  • Asked relevant questions to assist customers with selecting needed or requested products and services.

Front Desk Trainee (On the Job Training)

Talisay City Government Business Center
09.2017 - 11.2017
  • Learned new materials, processes, and programs quickly.
  • Shadowed senior team members to learn all related jobs and tasks.
  • Attended training courses to build understanding of processes, techniques, and industry.
  • Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
  • Acted with integrity, honesty and knowledge to promote culture of company.
  • Collaborated with employees from various backgrounds.
  • Supported departmental tasks to increase understanding of industry processes.
  • Interacted with customers under supervision to support operational objectives.
  • Facilitated practical application of newly acquired skills through real-world scenarios and role-playing exercises.
  • Developed strong working relationships with trainees, fostering a supportive learning environment.
  • Filled out timesheets and paperwork according to identified requirements.
  • Handled day-to-day customer or client questions via telephone or email.
  • Addressed any concerns or issues raised by trainees promptly, ensuring a smooth learning experience for all participants.
  • Identified areas of improvement in current training programs and implemented necessary changes for better outcomes.
  • Implemented various teaching methods, adapting to diverse learning needs and preferences of the trainees.

Education

Bachelor of Science - Tourism Management

Colegio San Agustin-Bacolod
Bacolod City, Province Of Negros Occidental, Philippines
04.2001 -

High School Diploma -

Rafael B. Lacson Memorial High School
Talisay, Province Of Negros Occidental, Philippines
04.2001 -

High School Diploma -

Rafael B. Lacson Memorial High School
Talisay, Province Of Negros Occidental, Philippines
04.2001 -

No Degree -

Tayabas Elementary School
Talisay, Province Of Negros Occidental, Philippines
04.2001 -

Skills

Customer Service

Languages

English
Bilingual or Proficient (C2)

Timeline

Guest Services Team Leader

Daluyon Beach and Mountain Resort
08.2023 - Current

Virtual Assistant

GoodFit Virtual Assistants
03.2023 - 08.2023

Guest Services Associate

Daluyon Beach and Mountain Resort
08.2022 - 08.2023

Call Center Agent

Merchant Service Center
07.2021 - 03.2023

Front Desk Trainee (On the Job Training)

Talisay City Government Business Center
09.2017 - 11.2017

Bachelor of Science - Tourism Management

Colegio San Agustin-Bacolod
04.2001 -

High School Diploma -

Rafael B. Lacson Memorial High School
04.2001 -

High School Diploma -

Rafael B. Lacson Memorial High School
04.2001 -

No Degree -

Tayabas Elementary School
04.2001 -

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Cherry Mae CordovillaHospitality Industry