CHRISTINE TRACY LUIB
Mandaue City
Summary
Experienced Hotel Front Office Manager with a solid background in front desk operations, guest relations, customer service, and team leadership in both the hotel and call center industries. Proficient in managing check-ins/check-outs, addressing guest concerns, and ensuring a smooth and enjoyable experience for all guests.
Overview
25
25
years of professional experience
Work History
Front Office Manager
Harolds Hotel - Cebu
Cebu City, Philippines
05.2022 - Current
- Oversees and monitor daily front desk operations and ensure compliance with hotel procedures and standards.
- Monitors financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Resolves guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Conducts regular staff evaluations, providing constructive feedback and identifying opportunities for professional growth.
- Coordinates with other hotel departments (e.g., housekeeping, maintenance) to ensure smooth operations.
- Ensures proper handling of reservations, cancellations, and special requests especially VIP arrivals.
- Coach employees through day-to-day work and complex problems.
- Organize staff schedules to ensure coverage during all operational hours, accounting for peak times and special events.
Front Office Head
YELLO HOTEL
Lahug, Cebu City, Philippines
10.2019 - 01.2022
- Company Overview: Gothong Southern Properties, Inc
- Oversees the front office operations and ensures that front desk staff provides friendly and excellent customer service
- Manages and trains the front desk and concierge team
- Supervises workloads during shifts
- Does weekly meetings, trains staff to make sure the team is updated and guided by the recent policies and procedures of the hotel
- Makes schedule for front office staff
- Checks and monitors shift reports of staff to ensure completeness and accuracy
- Gothong Southern Properties, Inc
Operations Manager
ALICIA TOWER RESIDENCES
05.2018 - 01.2019
- Oversees the entire operations of the hotel or establishment which include front office, sales, human resources, customer service, housekeeping, security, public relations, food service, etc
- Support and work with all Head of Departments in all aspects of running the hotel
- Ensures that the premises are in operative condition as per category of the unit to receive and the serve the guests
- Deals effectively with customers, bosses and staff workers while keeping the hotel running smoothly
- Supervised operations staff and kept employees compliant with company policies and procedures.
Senior Virtual Assistant / Customer Service Supervisor
CONTACT SOLUTIONS RESEARCH & BPO (OP360)
Cebu City, Philippines
11.2015 - 05.2018
- Company Overview: Med Learning Group (a US-based company)
- Provides administrative support to the team while working remotely
- Trains staff in areas of customer service and company policies
- Oversees and assesses customer service staff activities, and providing them with regular performance-related feedback
- Does Recruitment or Invitation (outbound) calls to doctors, nurses, pharmacists and other medical professionals on programs or symposiums held in various areas or states in the US, and help them register for the said programs
- Does reminder calls to make sure that registrants or attendees don't miss the programs they registered in
- Responds to emails and phone calls, answer inquiries and provides details of the programs
- Med Learning Group (a US-based company)
- Conferred with customers by telephone, chat or email to provide information.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
Customer Service / Technical Support Representative
TELEPERFORMANCE PHILIPPINES
05.2014 - 09.2015
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather customer's information and determine the issue by evaluating and analyzing the symptoms
- Provides answers to clients by identifying problems; researching answers; guiding a client through corrective steps
- Diagnose and resolve technical hardware and software issues involving the internet connectivity, cable tv issues and phone problems
- Identify and escalate priority issues per Client specifications
- Follow up and make scheduled call backs to customers where necessary
Call Center Agent/Customer Service Representative
CONVERGYS PHILIPPINES CORPORATION
06.2013 - 12.2013
- Answers inquiries by clarifying desired information, researching, locating, and providing information but maintaining confidentiality of such valuable information
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Resolves and handles issues, problems and complaints with providing solutions to the customers; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
Executive Secretary to the President & CEO / Purchasing Officer
CROWN REGENCY HOTELS & TOWERS
08.2005 - 06.2012
- Company Overview: Corporate Office
- Schedules appointments and attends to administrative and official requirement of the President/COO & CEO
- Compiles, prepares and maintains confidential and sensitive documents
- Handles some matters personally and forwards appropriate materials to the executive and staff
- Updates administrator or executive on status of issues before scheduled meetings
- Makes domestic and foreign travel arrangements
- Dealt with records and other clerical works
- Performs other administrative tasks as required by management
- Upkeeps and controls permanent records and documents on file
- Negotiates and recommends execution of contracts for the purchase of supplies, services and equipment
- Responsible for the preparation and process of purchase orders and documents in accordance with company policies and procedures
- Source, select and negotiate for best purchasing package (in terms of quality, price, term, delivery and service) with suppliers
- Monitor and coordinate delivery of items between suppliers to ensure prompt delivery of items
- Corporate Office
Telephone Operator-Receptionist/Customer Service Rep.
PASAJERO MOTORS CORPORATION (PAMOCOR)
06.2004 - 07.2005
- Company Overview: (VOLVO Distributor)
- Attends to clients' needs, assists & provides information or refer them to appropriate contact, either in the organization or elsewhere
- Reads and screens incoming correspondence and reports
- Receives and screens incoming calls & determines which are priority matters
- Receives and sort mails & deliveries
- Schedules appointments; maintains appointment diary either manually or electronically
- Tidy and maintains the reception area
- Operates telephone switchboards and consoles to connect, hold, transfer and disconnect telephone calls
- Maintains focus on guest satisfaction, makes clients/visitors comfortable while waiting
- Assists in replying to sales inquiry
- Contacts service suppliers such as fax or photocopying machine repairmen, etc
- In case there are problems
- (VOLVO Distributor)
Account Executive
EAGLE STAR INDUSTRIAL SALES CORPORATION
04.2003 - 09.2003
- Telemarketing services to potential clients and assists in coordination and implementation of telemarketing activities by contracting companies
- Meets with clients to discuss their advertising needs
- Negotiating with clients, solving any problems and making sure deadlines are met
- Promotes company products and monitors the different companies' immediate requirements
- Conducts Background Investigation (BI) with reference to the products being used
- Provides demo or product sampling with the preventive maintenance chemicals and lubricants the company promotes
Front Office Supervisor
PHILIPPINE GATEWAY HOTEL
06.2001 - 02.2003
- Company Overview: (Surigao City, SDN)
- Supervises the operation of the Front Desk Department of the hotel
- Makes decisions on guests/clients special requests as in accommodation and discounts
- Solicit suggestions or input from other members of the front desk team
- Coaches or counsels team members effectively
- Understands the hotel's human resources and procedures
- Has commitment to guest services with the drive to ensure that every guest feels welcome and leaves satisfied
- Makes recommendations for clerks' promotion or change of employment status
- (Surigao City, SDN)
Front Desk Associate
PHILIPPINE GATEWAY HOTEL
05.2000 - 06.2001
- Attends to client's needs on accommodation, reservations, billings and check-in or check-out; maintains an inventory of vacancies, reservations & room assignments
- Answers enquiries regarding hotel services & registration by telephone or in person, provides information about services available in the community and respond to guests' complaints
- Compiles and checks daily record sheets, guest accounts, receipts & vouchers
- Ensures that every guest feels welcome and leaves satisfied
Education
Associate Degree in Hotel & Restaurant Management - Hotel & Restaurant Management
SCSIT
Cebu City10-2009
Associate of Arts - Psychology
Southwestern University
Cebu City, Philippines03-1997
Skills
- Effective multi-tasking
- Customer service
- Customer/Guest relations
- Issue Handling & Conflict Resolutions
- Team leadership
- Workflow Optimization
- Reservations assistance
Timeline
Front Office Manager
Harolds Hotel - Cebu
05.2022 - Current
Front Office Head
YELLO HOTEL
10.2019 - 01.2022
Operations Manager
ALICIA TOWER RESIDENCES
05.2018 - 01.2019
Senior Virtual Assistant / Customer Service Supervisor
CONTACT SOLUTIONS RESEARCH & BPO (OP360)
11.2015 - 05.2018
Customer Service / Technical Support Representative
TELEPERFORMANCE PHILIPPINES
05.2014 - 09.2015
Call Center Agent/Customer Service Representative
CONVERGYS PHILIPPINES CORPORATION
06.2013 - 12.2013
Executive Secretary to the President & CEO / Purchasing Officer
CROWN REGENCY HOTELS & TOWERS
08.2005 - 06.2012
Telephone Operator-Receptionist/Customer Service Rep.
PASAJERO MOTORS CORPORATION (PAMOCOR)
06.2004 - 07.2005
Account Executive
EAGLE STAR INDUSTRIAL SALES CORPORATION
04.2003 - 09.2003
Front Office Supervisor
PHILIPPINE GATEWAY HOTEL
06.2001 - 02.2003
Front Desk Associate
PHILIPPINE GATEWAY HOTEL
05.2000 - 06.2001
Associate Degree in Hotel & Restaurant Management - Hotel & Restaurant Management
SCSIT
Associate of Arts - Psychology
Southwestern University