GRACE ANN A. PEÑALES
HR Manager & Executive Assistant
Summary
Obtain a customer service management position where I can effectively utilize my expertise in customer relations and staff leadership to achieve the corporate goals Motivated HR Manager with background overseeing HR policies and procedures while supervising department staff. Expert at directing wide-ranging human resources responsibilities by tackling, prioritizing and delegating tasks to staff. Focus on remaining competitive among industry companies by creating desirable culture and programs.
Overview
21
21
years of professional experience
Work History
HR Manager & Executive Assistant of the President
LVV Food Corporation
03.2019 - Current
- Plans, leads, develops, coordinates, and implements policies, processes, training, initiatives, and surveys to support the organizations human resource compliance and strategy needs
- Ensuring legal compliance and implementation of the organization's mission and talent strategy
- Recruits, interviews, hires, and trains new staff
- Oversees the daily workflow of the department
- Provides constructive and timely performance evaluations
- Handles discipline and termination of employees in accordance with company policy
- Collaborates with senior leadership to understand the organizations goals and strategy related to staffing, recruiting, and retention
- Administers or oversees the administration of human resource programs including, but not limited to, compensation, benefits, and leave; disciplinary matters; disputes and investigations; performance and talent management; productivity, recognition, and morale; occupational health and safety; and training and development
- Conducts research and analysis of organizational trends
- Monitors and ensures the organizations compliance with local employment laws and (DOLE) Department of Labor and Employment regulations and recommended best practices; reviews and modifies policies and practices to maintain compliance
- Facilitates professional development, training, and certification activities for HR staff
- Develops and implements departmental budget
- In Charge in the company owned properties (monitor, communicate and facilitates necessary documents)
- Performs other duties as required.
Manager
GQ Food Corp.
10.2017 - 02.2019
- Interview, hire, train, and oversee employees
- Manage the inventory and order food and beverages, equipment and supplies
- Oversee food preparation, portion sizes and the overall presentation of food
- Ensure employees comply with health and food safety standards and regulations
- Investigate and resolve complaints regarding food quality and customer service
- Schedule staff hours and assign duties
- Maintain budgets and payroll records and review financial transactions
- Establish standards for personnel performance and customer service.
Customer Service Officer (Changi Experience Agent)
P-SERV Pte. Ltd. – A Kelly Services Company
12.2012 - 09.2015
- Acting supervisor during the supervisors absence
- Provides customer, passengers and all airport users needs such us in directions and overall airport information
- Manage complaints and service recovery procedures
- Primarily to provide the Changi Experience performing counter and Roving operations
- Counter Duties (Answering all types of enquiries, telephone and face to face, way finding, managing all Airport Lost and Found
- Roving service ambassador with iPad while moving around Changi Airport Terminals
- Engineering airport activities to delight passengers and visitors
- Engineering Events like festival dancing with passengers, entertaining kids, etc.
Passenger Service Assistant
Cathay Pacific Airways
08.2011 - 10.2012
- Provides assistance to Passengers such as welcoming and accepting passengers in check-in, special handling services in order to provide the personalized service
- Ensure that the needs of passengers are met in caring, courteous and efficient manner
- Involved in queue combing in order to greet passengers and ensuring that all have their documents ready and identify any problems which would otherwise cause delay at the check-in counter
- To ensure passengers are adequately briefed and their needs satisfied during delays and disruptions
- Handles overbooked flights, delayed flights and cancelled flights
- Helping passengers to book or rebook flights
- Verify travel documents and provide boarding passes
- In-charge in handling VIP's such as First and Business Class and selected Cathay member s and one world partner programme members and also passengers who need special assistance
- Answers passengers inquiries, assigning seats and scanning boarding passes.
Administrative Assistant
LVV Food Corporation
03.2010 - 03.2011
- Responsible in handling contracts of store, outlet and restaurants (concessionaire and sub-concessionaires in Manila International Airport Authority)
- Monitor and handles daily and monthly sales reports, accounts and administrative concerns of Tao Yuan Restaurant at Resorts World-Manila owned by our company
- Assigns projects to staff as needed; develops and places in operation special procedures
- Initiates correspondence requiring knowledge of company procedures and policies
- Develops and maintains confidential or complex files
- Interprets and advises internal and external customers on departmental or program rules, regulations and laws
- Prepares invoices and payments of claims, requisitions, purchase orders and other fiscal duties
- Supervise subordinate staff
- Coordinates activities with internal and external customers
- Establish educational and or training programs support
- Interviews callers, arranging appointments, planning and attending meetings
- Providing discreet personal assistance and secretarial support to the Company President.
Singapore Airlines- Lounge Supervisor
Silver Kris Lounge- Singapore Airlines Limited- Manila Station
03.2007 - 02.2010
- Responsible in supervising all areas of the lounge including passenger handling, monitoring the quality of food and beverages serves and the supervision of lounge staff to ensure that the service standards of the Airline partner are consistently delivered
- Overall in-charge in control of achieving the overall operation performance standards of the lounge in the areas of passenger satisfaction, occupancy, cleanliness and sanitation
- Train and supervise the Passenger Relations Officers and Service Crews
- Motivate and maintain good relationship with lounge staff to demonstrate their importance, ensure that they provide good and excellent service at airline partner and to the company
- Pro-actively take positive steps in maintaining, implementing and improving lounge procedures and policies concerning passenger and food service provided by management.
Singapore Airlines -Passenger Relations Officer
Silver Kris Lounge- Singapore Airlines Limited- Manila Station
08.2005 - 03.2007
- Welcoming guests/ passengers
- Ensuring eligibility and directing passenger to respective lounge section
- Providing check-in, reservation and frequent flyer services and ticketing services
- Maintaining relevant passenger registers
- Announcing the departures of Singapore Airlines and code-share flights
- Regularly update affected passengers and provide assistance
- Regularly update and file all documents like manifest and daily monitoring sheets
- Attend to passenger requests/ queries
- Check all various sections if the lounges are in order such as sitting areas, business facilities, also prepares food and beverage counters
- Responsible to the inventory of the stocks and facilities inside the lounge.
Front Office Agent (Front Office Department)
White Cove Resort
06.2003 - 08.2005
- Accepts reservation and queries
- Greets, registers and assign room to guest
- In-charge in Front Office Cashiering
- Prepares guests folio and guest account
- Compute bills, collects payment and make change for guest
- Keep records of room availability and coordinate to housekeeping
- Deposits guests valuable in hotel or safety deposit box
- Conducts night audit using the harmony system, for monitoring of daily revenue report such as Room Charge, inventory and room blockings, room posting audit report, cashiers transactions, in-house/ expected arrivals and departures guest lists, management summary report.
Education
B.S. Tourism -
Airllink International Aviation College
03.2003
Diploma in Tourism Management -
Cavite State University
03.2000
Skills
Able to delegate intelligently and assign duties to team members wisely
Highly motivated Customer Service Professional
Able to handle a high volume of customers in a fast-paced environment
Strong Interpersonal communication skills
Able to negotiate and problem solve quickly, accurately and efficiently
Excellent in decision making
Hardworking, detail oriented, dependable, committed to quality and excellence
Time management and ability to meet deadlines
Experience in education and coaching staff
Experience in conflict resolution, disciplinary processes and workplace investigations
Experience and reporting on workplace health and safety law
Experience in following and maintaining workplace privacy
Civilstatus
Widow
Organizationsandawards
- Changi Service Star Awardee- Gold (2013-2015)
- Changi Airport Group- Participants- Singapore
- Changi Orientation Programme
- Customer Service Skills Programme
- World tourism exhibit- Champion
- President, Airlink International Aviation School (Oct.-Nov. 2002)
- Business Manager, Tourism Management Society, Cavite State University (1999-2000)
- Central Board Of Students Member, College of Education, Cavite State University (1998-2000)
Personal Information
- Date of Birth: 11/28/81
- Gender: Female
- Nationality: Filipino
References
- Jessa Curate/Accounting Manager, LVV Food Corporation, 5thFlr. Rotunda Bldg., NAIA, Centennial Terminal 2, Airport Complex, Pasay City, Metro Manila, +63920-9517814
- Cherie Cheong/ Project Executive- Business Operation, P-SERV PTE LTD., 65 Airport Blvd., Basement 1 #49-50, Changi Airport, 819663, +6591795791
- Joan Granada/Supervisor- Passenger Service, Cathay Pacific Airways Team, 50 Airport Boulevard, Singapore Changi Airport, 819658, +6583435576
Affiliations
Human Resource Educators Association of the Philippines,Inc.-Certified Human Resource Associate (CHRA)
Timeline
HR Manager & Executive Assistant of the President
LVV Food Corporation
03.2019 - Current
Manager
GQ Food Corp.
10.2017 - 02.2019
Customer Service Officer (Changi Experience Agent)
P-SERV Pte. Ltd. – A Kelly Services Company
12.2012 - 09.2015
Passenger Service Assistant
Cathay Pacific Airways
08.2011 - 10.2012
Administrative Assistant
LVV Food Corporation
03.2010 - 03.2011
Singapore Airlines- Lounge Supervisor
Silver Kris Lounge- Singapore Airlines Limited- Manila Station
03.2007 - 02.2010
Singapore Airlines -Passenger Relations Officer
Silver Kris Lounge- Singapore Airlines Limited- Manila Station
08.2005 - 03.2007
Front Office Agent (Front Office Department)
White Cove Resort
06.2003 - 08.2005
B.S. Tourism -
Airllink International Aviation College
Diploma in Tourism Management -
Cavite State University