EUGENE FLORES
MALAY,PHILIPPINES
Summary
Accomplished Area Manager with extensive experience in the hospitality industry, specialising in customer relationship management, performance monitoring, and operational efficiency. Proven track record of enhancing guest satisfaction and driving business growth through strategic sales development and market analysis. Demonstrated expertise in inventory management and data reporting, with a focus on optimising stock control and improving communication channels. Adept at leading teams to achieve high service standards and resolving operational issues efficiently. Career goal: to leverage skills in a senior leadership role within the hospitality sector, contributing to organisational success through innovative strategies.
Overview
27
27
years of professional experience
1
1
Certification
Work History
AREA MANAGER
SIGNATURE HOTELS CORP.
BORACAY ISLAND MALAY AKLAN, PHILIPPINES
03.2022 - 10.2024
- Maintained positive, professional working environment to optimise staff and customer satisfaction.
- Motivated sales staff to continuously improve strategies through competitions and personalised coaching plans.
- Acted as a key point of contact for all operational issues within the area, resolving problems quickly and efficiently.
- Conducted regular performance reviews with team members, setting clear objectives and addressing any areas for improvement.
- Prepared detailed reports on area performance, presenting findings to senior management for strategic decision-making.
- Promoted positive customer service experience by promptly resolving conflicts.
- Managed inventory levels across all sites, optimising stock control to meet customer demand without overstocking.
- Analysed market trends to identify opportunities for business growth and competitive advantage.
- Streamlined communication channels between stores and head office, improving information flow and operational responsiveness.
- Monitored and responded to competitor activity to stay ahead of marketplace trends.
- Implemented seasonal and special discounts, driving customer engagement through promotions.
RESORT MANAGER
LA BANCA HOUSE AT BORACAY
BORACAY ISLAND MALAY AKLAN, PHILIPPINES
02.2018 - 03.2022
- Managed day-to-day operations of the resort, overseeing staff performance to maintain high service standards.
- Coordinated with housekeeping and maintenance departments to guarantee guest rooms and common areas met cleanliness standards.
- Enhanced guest satisfaction by offering personalised services and attending to special requests.
- Analysed guest feedback to identify areas for improvement and implement corrective actions.
- Oversaw daily hotel operations and promptly fixed issues or process issues with improved solutions.
- Coordinated maintenance and repair works to ensure the facility remained in excellent condition and compliant with regulations.
- Oversaw cash handling procedures, including banking and safe management, to ensure financial security.
- Led front desk service handling reservations, check-ins and check-outs.
RESERVATIONS OFFICER
MARZON BEACH RESORT
BORACAY ISLAND MALAY AKLAN, PHILIPPINES
01.2006 - 01.2018
- Maintained accurate records of all hotel reservations, cancellations, and no-shows.
- Built positive relationships with travel agencies, hotels and transportation companies to achieve cost-effective business travel solutions.
- Coordinated room assignments and special requests, maximising guest satisfaction and hotel occupancy rates.
- Utilised advanced travel booking systems to process reservations accurately and efficiently.
- Implemented an online booking system, boosting reservations and streamlining rental processes.
- Managed vehicle reservations, ensuring timely and efficient allocation to customers.
- Processed online orders and reservations, streamlining café operations and customer service.
- Maintained up-to-date knowledge of hotel services, promotions, and local attractions.
- Participated in trade shows and networking events to promote hotel services and attract new business.
FRONT OFFICE SUPERVISOR
BORACAY DEVELOPMENT CORP/LORENZO RESORTS
BORACAY ISLAND MALAY AKLAN, PHILIPPINES
07.1997 - 11.2005
- Supervised front office operations, providing leadership to a team of receptionists and administrative staff.
- Handled customer complaints, resolving issues promptly to maintain high levels of guest satisfaction.
- Coordinated room allocations, taking into account guest preferences and special requests.
- Prepared reports on front office activities and performance metrics for senior management.
- Organised and allocated rooms to guests, preventing double bookings.
- Analysed customer feedback, identifying areas for improvement in service delivery.
- Reviewed and updated front office operational manuals and training materials.
- Oversaw booking and reservation system, maximising room occupancy and revenue.
- Organised staff schedules to ensure coverage during peak times and special events.
Education
BSBA - MAJOR IN BANKING & FINANCE
UNIVERSITY OF THE EAST
MANILASkills
- Customer relationship management
- Performance monitoring
- Inventory management
- Market analysis
- Operational efficiency
- Sales strategy development
- Data reporting
- Team leadership
- Guest satisfaction enhancement
- Area sales reporting
Certification
IN-HOUSE TRAINER - DEPT. OF TOURISM REGION 6
FILIPINO BRAND OF SERVICE EXCELLENCE (FBSE) - SEP. 2022
HELD AT BELMONT HOTEL BORACAY
IN-HOUSE TRAINER - DOT-UK DOCUMENT AWARENESS PROGRAM - FEB. 2023
HELD AT DOT CENTRAL OFFICE IN MANILA
Timeline
AREA MANAGER
SIGNATURE HOTELS CORP.
03.2022 - 10.2024
RESORT MANAGER
LA BANCA HOUSE AT BORACAY
02.2018 - 03.2022
RESERVATIONS OFFICER
MARZON BEACH RESORT
01.2006 - 01.2018
FRONT OFFICE SUPERVISOR
BORACAY DEVELOPMENT CORP/LORENZO RESORTS
07.1997 - 11.2005
BSBA - MAJOR IN BANKING & FINANCE
UNIVERSITY OF THE EAST