Flordeliza Aniceto
Tondo, Metro Manila
Summary
Proven leader in hospitality management, notably with Shangrila The Fort, Manila, where I spearheaded a team to enhance customer satisfaction and resolve complaints, boosting patronage. Skilled in multitasking and team leadership, I excel in creating efficient, safe working environments and fostering employee development. Achievements include significant service improvements and effective problem-solving.
Overview
12
12
years of professional experience
Work History
Housekeeping Service Manager
Shangrila The Fort, Manila
04.2022 - Current
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Hired, trained and supervised team of service staff members to meet business goals.
- Analyzed service reports to identify areas of improvement.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
Service Leader Rooms Controller
Shangri-la Makati
03.2013 - 03.2020
- Promoted teamwork within the department, leading to improved collaboration and greater overall effectiveness.
- Collaborated with other departments to resolve complex client issues quickly and effectively.
- Maintained detailed records of customer interactions, enabling accurate reporting and analysis to inform future improvements.
- Enhanced staff productivity with regular training sessions and performance evaluations.
- Close monitoring of hotel occupancy and room availability ahead of time.
- Ensuring that we have enough supplies by monitoring of the inventory items.
- Ensuring that guest profile and request are set -up in room prior to Arrival.
Education
Bachelor of Science - Physical Therapy
Dominican College
San Juan, Metro Manila, Philippines04-2001
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Reliable and responsible
- Employee training and development
Timeline
Housekeeping Service Manager
Shangrila The Fort, Manila
04.2022 - Current
Service Leader Rooms Controller
Shangri-la Makati
03.2013 - 03.2020
Bachelor of Science - Physical Therapy
Dominican College
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