Genesis R. Fernando
Boracay Island,Philippines
Summary
Leads front office teams to deliver efficient guest reception, strong service recovery and consistent customer satisfaction. Supervises daily desk activity, resolves complaints promptly and supports clear communication across departments to improve the guest experience. Prepares performance reports and updates training materials to strengthen standards and team capability.
Overview
2
2
Languages
7
7
years of professional experience
Work History
Front Office Supervisor
Estacio Uno Boracay Lifestyle Resort
12.2025 - Current
- 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.
- Facilitated communication between front office and other hotel departments to enhance guest experience.
- Prepared reports on front office activities and performance metrics for senior management.
- Reviewed and updated front office operational manuals and training materials.
Senior Front Office Associate
Fairways and Bluewater Resort and Golf Country Clu
Malay, Philippines
06.2022 - 11.2024
- Greeted guests upon arrival, providing a warm welcome and efficient check-in process.
- Resolved guest complaints with empathy and efficiency, maintaining high satisfaction levels.
- Identified and resolved customer needs promptly and efficiently.
- Handled reservation inquiries via phone, email, and in-person, securing bookings with accuracy.
- Answered telephone calls to offer information, direct callers and take messages.
Guest Service Associate
Fairways and Bluewater Resort and Golf Country Clu
Malay, Philippines
09.2019 - 05.2022
- Greeted hotel guests with warmth and professionalism, providing exceptional first impressions for positive hospitality experiences.
- Delivered personalised guest experiences by remembering repeat guests and their preferences.
- Assisted in managing guest service operations during peak times to maintain high-quality standards.
- Coordinated responsive action to fulfil guests' specific requests.
- Maintained a well-groomed, professional appearance, meeting hotel brand values and consistently delivering positive first impressions.
Education
Bachelor of Science - Tourism Management
PHINMA Cagayan De Oro College
Cagayan De Oro City01-2018
Skills
- Reservations & Front Desk Operations
- Hotel operations
- OPERA & GENESIS expertise
- Service recovery
- Guest relations & Customer Service
- Team coordination
- Staff training
Languages
English
Upper Intermediate
B2
German
Elementary
A2
Timeline
Front Office Supervisor
Estacio Uno Boracay Lifestyle Resort
12.2025 - Current
Senior Front Office Associate
Fairways and Bluewater Resort and Golf Country Clu
06.2022 - 11.2024
Guest Service Associate
Fairways and Bluewater Resort and Golf Country Clu
09.2019 - 05.2022
Bachelor of Science - Tourism Management
PHINMA Cagayan De Oro College