CHRISTINE VALERIE RAMIREZ
Hotelier - Front Office Operations
Iligan City,Lanao Del Norte
Summary
Welcoming Front Desk Associate with 5 years of experience in hospitality. Extensive knowledge of customer relations and commitment to individualized care. Successful at multitasking and bookkeeping. A self driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Client-focused A Front Desk Agent with outstanding ability to multitask and provide specialized care. Detail-oriented worker with knowledge of bookkeeping and daily auditing. Success and providing excellent care in high-stress situations.
Overview
4
4
years of post-secondary education
5
5
years of professional experience
Work History
FRONT DESK ASSOCIATE
SHANGRI-LA'S MACTAN RESORT AND SPA
Lapu-Lapu City, Cebu
03.2019 - 03.2021
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Swiftly responded to room requests and other inquiries made via establishment website, email or phone.
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
- Provided guests with above-and-beyond service, including making outside venue reservations and setting up tours.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Updated customer accounts with add-on room charges, including minibar use and room service bills.
- Oversaw fast-paced front desk operations at busy check-in/check-out facility with as many as 300 nightly guests.
- Kept accounts in balance and ran daily reports to verify totals.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Entered customer data using OPERA software and updated information whenever patrons changed rooms.
- Protected guest valuables with main safe or in individual boxes to maximize security.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Maintained financial accuracy by collecting deposits, fees and payments.
- Calculated billings and posted charges to room accounts, reviewing all charges with guests at checkout.
- Maintained cleanliness and organization of front desk area.
- Explained details regarding property, including restaurants, pool area, spa and fitness center to acclimate patrons to resort environment.
- Asked customers questions to meet special requests.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
GROUPS COORDINATOR SUPERVISOR
MOVENPICK HOTEL MACTAN ISLAND CEBU
Lapu- Lapu City , Cebu
10.2017 - 03.2019
- Manage to assist to have smooth check-in and check out as well as assisting to tally bills for number of companies and events such as AMOSUP, IRONMAN Triathlon, ACC conventions and assist to build more revenue for company.
- Handling group arrivals and billings.
- Preparing statement of account.
- Used coordination and planning skills to achieve results according to schedule.
- Developed team communications and information for meetings.
- Led projects and analyzed data to identify opportunities for improvement.
- Exceeded goals through effective task prioritization and great work ethic.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
FRONT OFFICE ASSOCIATE
MOVENPICK HOTEL MACTAN ISLAND CEBU
Lapu- Lapu City, Cebu
10.2016 - 10.2017
- Responsible in checking in and checking out of the guest.
- Attending guest queries and needs.
- Handling cash floats responsibly.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Maintained transaction security by verifying payment cards against identification.
- Maintained financial accuracy by collecting deposits, fees and payments.
- Maintained clean reception area to promote positive, professional environment for all guest and co-employees.
- Maintained office supply stock to control shrinkage and prevent overstocking, including toner cartridges, stationery and printer paper.
- Reviewed files, records and other documents to obtain information and respond to requests.
GUEST SERVICES ASSOCIATE (Telephone Operator)
MOVENPICK HOTEL MACTAN ISLAND CEBU
Lapu-Lapu City, Cebu
04.2016 - 10.2016
- Responsible in answering and transferring incoming and outgoing calls.
- Attending guest needs and queries.
- Taking Room Service Orders from the guest and relaying it to room service.
- Carried out day-day-day duties accurately and efficiently.
- Developed and maintained courteous and effective working relationships.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Used coordination and planning skills to achieve results according to schedule.
- Collected and verified directory information, including telephone numbers, addresses and proper spelling of names.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Operated switchboard and routed incoming calls to appropriate departments.
- Supported customers by managing a number calls per day efficiently while maintaining professionalism and upbeat tone.
- Performed clerical duties as required, including logging and routing incoming mail, data entry and preparation of outgoing mail.
- Operated digital paging system to notify recipients of incoming calls.
- Connected callers with appropriate professional, department or business.
- Performed clerical work such as sorting mail, restocking supplies and typing documents.
- Maintained accurate records of calls placed and received.
- Checked guests in out of hotel, made reservations and processed payments.
- Gave information about area attractions and provided directions.
ON- THE-JOB TRAINING aS LOBBY GREETER
CRIMSON RESORT AND SPA CEBU
Lapu-Lapu City, Cebu
03.2014 - 06.2014
- Greeting and welcoming guest coming in and out in the resort.
- Giving welcome drinks to arrival guest.
- Assisting front desk team in managing crowds when on que.
- Greeted customers with smile and provided friendly, knowledgeable service.
- Provided information about current and future events at facility.
- Exhibited functional familiarity with curriculum design and delivery principles and practices.
- Displayed working knowledge of Microsoft Office programs including Word, Excel and PowerPoint.
Education
Bachelor of Science - Hotel and Restaurant Management
10.2011 - 05.2015
Skills
Registration
Timeline
FRONT DESK ASSOCIATE - SHANGRI-LA'S MACTAN RESORT AND SPA
03.2019 - 03.2021
GROUPS COORDINATOR SUPERVISOR - MOVENPICK HOTEL MACTAN ISLAND CEBU
10.2017 - 03.2019
FRONT OFFICE ASSOCIATE - MOVENPICK HOTEL MACTAN ISLAND CEBU
10.2016 - 10.2017
GUEST SERVICES ASSOCIATE (Telephone Operator) - MOVENPICK HOTEL MACTAN ISLAND CEBU
04.2016 - 10.2016
ON- THE-JOB TRAINING aS LOBBY GREETER - CRIMSON RESORT AND SPA CEBU
03.2014 - 06.2014
Mindanao State University – Iligan Institute of Technology - Bachelor of Science, Hotel and Restaurant Management
10.2011 - 05.2015
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