GELYN CAI
VALENZUELA CITY
Summary
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
6
6
years of professional experience
1
1
Certification
Work History
Guest Service Representative
OKBET /STAR GROUP
05.2022 - Current
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Processed guest check-ins and check-outs following procedures for fast turnover.
- Provided guests with information on local attractions, restaurant and transportation services to enhance stay.
- Greeted guests upon arrival by providing warm welcome.
- Scheduled and confirmed restaurant reservations for guests.
VIP Concierge
GAOMEI GROUP
04.2021 - 12.2021
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
- Created welcoming and comfortable environment for guests.
ADMINISTRATIVE OFFICER/Translator and Interpreter
AMUSETECH BUSINESS OUTSOURCING
01.2019 - 08.2020
- Updated reports, managed accounts, and generated reports for company database.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Created, prepared, and delivered reports to various departments.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Assisted development and implementation of new administrative procedures.
- Managed department budgets and generated financial reports for management review.
- Completed daily logs for management review.
Assistant Secretary
DEPROMO TECHNOLOGY INC.
07.2018 - 12.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Created and updated records and files to maintain document compliance.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Kept reception area clean and neat to give visitors positive first impression.
- Enhanced projects with efficient schedules, coordinated related documents, and organized resources to support unique demands.
- Managed filing system, entered data and completed other clerical tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Guest Service Officer
GOLDENSKY INTERNATIONAL GROUP INC.
04.2018 - 06.2018
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Delivered messages, mail and packages left for guests to hotel rooms.
- Assisted guests by furnishing information and directions to casino, gift shop, and dining areas.
- Ran reports detailing daily guest numbers, accounting expenses, and income and room service usage.
- Answered hotel phones with professionalism and directed calls appropriately.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
Education
TERTIARY - Bachelor of Science In Tourism Management
Far Eastern University
MANILA06.2018
SECONDARY - HIGH SCHOOL GRADUATE
CHILDREN OF MARY IMMACULATE COLLEGE
VALENZUELA CITY07.2014
SECONDARY - Elementary Education
CHILDREN OF MARY IMMACULATE COLLEGE
VALENZUELA CITY07.2010
PRIMARY - Elementary Education
PHILIPPINE CULTURAL HIGH SCHOOL
CALOOCAN CITY07.2004
Skills
- Report Preparation
- Reservation Management
- Guest Relations
- Information Protection
- Customer Service
- Reservation Processing
- Resourceful problem solver capable of implementing solutions to problems
- Possess special sensitivity to meeting diverse needs in varied situations
- Personable with positive attitude
- Relate well to people from variety of cultures
- Able to speak, write and understand Chinese in Fukien and Mandarin
- Computer literate, knowledgeable in Microsoft Office and the internet
Certification
· “Parthenon: Industry and Partners Appreciation Night IPAN 2017”
Far Eastern University, Manila
May 03, 2017
· “FIESTAMS: Philippines Festival Eventology”
University Conference Center (UCC)
May 02, 2017
· PATA Heritage Forum: A Discourse on Cultural Heritage Management with the theme “Gearing towards 2030 Agenda for Sustainable Development”
Far Eastern University, Manila
March 24, 2017
· “Pinoy Chikka: Global Trends and Challenges”
Plenary Hall of the Philippines International Convention Center (PICC)
August 23, 2016
· “Amadeus E-Learning- Reservation Essentials”
Far Eastern University, Manila
April 01, 2016
· “Trends in the Hospitality Industry with Responsible Gaming”
Star Cruises Centre, Newport City, Pasay City Philippines
February 17, 2015
· “A Closer Look at In-Flight Catering Operations”
MacroAsia Catering Services NAIA, Pasay City
February 17, 2015
· “Front Office and Housekeeping Seminar”
Marriot Hotel Manila
February 17, 2015
· “The Ferry Hotel and Familiarization and Historical Tour in the Island of Corregidor”
Far Eastern University, Manila
August 18, 2014
Languages
English
Proficient
C2
Chinese (Mandarin)
Bilingual or Proficient (C2)
TAGALOG
Bilingual or Proficient (C2)
FOOKIEN
Bilingual or Proficient (C2)
Additional Information
WILBERTO ESCLETO
Far Eastern University
Professor
09158462621
DENNIS FRANCIS ROBLES
Bureau of Immigration – Terminal 2
Head Supervisor
09175215439
NIKKIE ALONZO
AMUSETECH BUSINESS OUTSOURCING (BPO)
HR STAFF
09369335242
CRISTINA LIMCACO
OKBET/STAR VIP GROUP
GUEST SERVICE SUPERVISOR
09228286998
Timeline
Guest Service Representative
OKBET /STAR GROUP
05.2022 - Current
VIP Concierge
GAOMEI GROUP
04.2021 - 12.2021
ADMINISTRATIVE OFFICER/Translator and Interpreter
AMUSETECH BUSINESS OUTSOURCING
01.2019 - 08.2020
Assistant Secretary
DEPROMO TECHNOLOGY INC.
07.2018 - 12.2018
Guest Service Officer
GOLDENSKY INTERNATIONAL GROUP INC.
04.2018 - 06.2018
TERTIARY - Bachelor of Science In Tourism Management
Far Eastern University
SECONDARY - HIGH SCHOOL GRADUATE
CHILDREN OF MARY IMMACULATE COLLEGE
SECONDARY - Elementary Education
CHILDREN OF MARY IMMACULATE COLLEGE
PRIMARY - Elementary Education
PHILIPPINE CULTURAL HIGH SCHOOL
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