Edrielyn De Quiroz
Guest Service Representative
Cavite
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
Work History
Guest Service Representative
Norwegian Cruiseline
Miami
06.2019 - Current
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responsible for answering the emergency telephone line and taking appropriate and immediate action as necessary
- Handles guest requests in effective way by taking ownership of the request then follow-up until the matter is finalized to the guest' satisfaction.
- Maintain cash float for giving change, accepting payments and cashing traveler checks for guests.
- Take care lost and found items and related documentation
- Function as Shift Leader.
- Makes public address announcement as needed.
- Records significant guest related issues for shared knowledge and follow-up.
- Perform administrative duties to assist in ship's clearance.
- Navigate Fidelio Management System for guest information and check in status.
Guest Service Supervisor
Norwegian Cruiseline
Miami
12.2021 - 01.2024
- Trained junior team members in customer service strategies and property policies.
- Maintained up-to-date knowledge of products and services offered.
- Monitored team performance to confirm customer service standards were consistently met.
- Supported team members by offering constructive feedback and coaching as needed.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Supervised team of Number front desk agents and helped to resolve issues arising during shifts.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Prepare team schedule to ensure that the desk is manned and fully operated.
- Follow-up with major guest concern and give resolution in order to satify guest expectation.
- Oversees guest service operation and work directly with Guest Service Assistant Manager and Guest Service Manager.
Guest Service Associate
Norwegian Cruiseline
Miami
03.2017 - 04.2019
- Responsible for greeting the guest,answering telephone calls and providing guest request.
- Able to check in and check out the guest.
- Maintain cash float for giving change, accepting payment and cashing traveler checks for the guest.
- Giving appropriate and correct information to the guest in regards of any port of call.
Restaurant Hostess
Norwegian Cruiseline
Miami
05.2010 - 01.2017
- Governed dining area with natural leadership talents and organizational strategies focused on balancing guest and business needs.
- Supervised server balance and monitored table turnover to accurately seat customers and keep customers happy.
- Supported servers with keeping dining area ready for every guest.
- Took reservations by phone and walk- ins.
- Answered customer question about hours,seating and food information.
- Managed in person and telephone guest inquiries, customer service requests and reservation bookings using Silverware.
Restaurant Stewardess
Norwegian Cruiseline
Miami
07.2008 - 05.2009
- Responsible for greeting and welcoming the guest.
- Assisting waiter for guest request and food order.
- Maintaining the cleanliness in the buffet area.
Education
Bachelor Of Science - Tourism And Travel Management
Lyceum of The Philippines University
Intramuros, Manila 06.2002 - 03.2006
Skills
Brand succes
Policy and procedure adherence
Reservations management
Guest experiences
Word processing
Problem solving skills
Time management
Customer Service
MS Office
Team Management
Supervision
Cash handling
Timeline
Guest Service Supervisor
Norwegian Cruiseline
12.2021 - 01.2024
Guest Service Representative
Norwegian Cruiseline
06.2019 - Current
Guest Service Associate
Norwegian Cruiseline
03.2017 - 04.2019
Restaurant Hostess
Norwegian Cruiseline
05.2010 - 01.2017
Restaurant Stewardess
Norwegian Cruiseline
07.2008 - 05.2009
Bachelor Of Science - Tourism And Travel Management
Lyceum of The Philippines University
06.2002 - 03.2006