JERMAE CALIXTON
Liloan, Province of Cebu
Summary
Experienced in efficiently managing multiple office functions and overseeing administrative personnel to fulfill organizational needs and objectives. Results-driven professional excelling in coordinating resources and providing administrative support to maintain seamless operations and enhance team productivity.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Front Office Supervisor
Sheraton Cebu Mactan Resort and Spa
Punta Engano Rd, Mactan Island, Lapu-lapu City, Cebu
12.2023 - 08.2024
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Achieved high-quality service by maintaining open communication channels among team members.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
- Monitored occupancy rates to maximize revenue while maintaining exceptional guest experience.
- Created, documented and updated company policies to guide front office personnel in service excellence and industry best practices.
- Coached employees through day-to-day work and complex problems.
- Organized documents for company communication, travel vouchers, and payment services.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Trained team members on new hotel services and products to support promotional efforts.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
Rooms Controller
Sheraton Cebu Mactan Resort and Spa
Punta Engano Rd, Mactan Island, Lapu-lapu City, Cebu
07.2022 - 12.2023
- Communicated proactively with housekeeping staff to ensure timely room turnovers.
- Optimized room occupancy rates with strategic planning and coordination among departments.
- Coordinated check-in and pre-registration procedures for arriving groups.
- Developed reports on key performance indicators to track progress toward occupancy goals and identify areas for improvement.
- Established strong relationships with guests through attentive service and proactive problem-solving efforts, leading to repeat business and referrals.
- Reduced guest wait times, ensuring quick check-in and check-out experiences.
- Monitored booking channels to identify trends and make informed decisions for room allocation.
- Enhanced guest satisfaction by efficiently allocating rooms and managing reservation requests.
- Coordinated with maintenance teams on necessary repairs or improvements, keeping rooms in optimal condition for guest comfort.
- Ensured accurate billing for guests by verifying charges and applying appropriate discounts or packages as needed.
- Processed all guest check-ins, activated room keys and secured valid payments.
- Provided backup support during peak times by assisting front desk operations such as answering phones, processing reservations, or addressing walk-in inquiries.
- Trained new team members on room controlling procedures, fostering a positive work environment.
- Adhered to established service standards and guidelines, ensuring a consistent and positive guest experience across all interactions with the hotel.
- Managed room inventory effectively to minimize overbooking situations.
- Implemented appropriate booking strategies to verify reservation accuracy and provide service excellence.
- Registered guests and relayed pertinent information about available amenities and events taking place at facility.
- Streamlined room assignment processes for improved operational efficiency and guest experience.
- Followed-up with guests to resolve requests or problems to complete satisfaction.
- Participated in cross-departmental meetings to collaborate on initiatives aimed at enhancing overall guest experience throughout their stay at the hotel property.
- Implemented customer feedback insights to continually improve services and amenities offered in rooms.
- Collaborated with the front desk team to resolve any guest issues or special requests promptly.
- Trained new employees on standards and hotel procedures.
- Upheld high standards for customer service and led by example.
- Inspected rooms for damages and sufficient housekeeping practices.
Technical Support Representative
Concentrix
11.2020 - 07.2022
Front Office Supervisor
bai Hotel Cebu
Mandaue City, Cebu
07.2018 - 03.2020
Customer Service Representative
The Results Companies
Lapu-lapu City, Cebu
08.2017 - 12.2018
Guest Service Associate
bai Hotel Cebu
Mandaue City, Cebu
04.2018 - 07.2018
Service Associate
Shangri-La’s Mactan Resort and Spa
Lapu-lapu City, Cebu
06.2015 - 01.2017
Education
Bachelor's Degree - Hotel and Restaurant Management
University Of Cebu Lapu-Lapu And Mandaue
Skills
- Issue handling
- Shift scheduling
- Staff management
- Multitasking proficiency
- Property management systems
- Front desk operations
- Reservations assistance
- Staff training and development
- Scheduling and calendar management
- Complaint handling
- Employee management
- Staff supervision
- Guest relations management
- Hotel information
- Administrative tasks
- Concierge services
- Inquiry response
- Exceptional customer support
- Guest check-in and check-out
- Room assignment
- Decision-making capacity
- Team management
LANGUAGE
English
Filipino
References
- Meganleigh, Martinez
Front Office Manager, Dusit Thani Lubi Plantation Resort
meganleigh.martinez@dusit.com
(+63) 967 174 3954
- Grace II, Pecacoco
Duty Manager, Holiday Inn Cebu
gracepecacoco@gmail.com
(+63) 967 692 7123
- Lourdes Mae, Jimenez
Assistant Recreation and Spa Manager, Sheraton Cebu Mactan
lourdesmae.jimenez@sheraton.com
(+63) 932 927 8059
Certification
Certified Departmental Trainer
Sheraton Cebu Mactan Resort and Spa
March 2024
Community Member of Front of House (nominee)
Sheraton Cebu Mactan Resort and Spa
August 2023
Employee of the Month
Bai Hotel Cebu
April 2019
Top Agent of the Wave for Learning Lab
The Results Companies
2017
Outstanding OJT
Mactan Isla Resort & Spa
2012-2013
Timeline
Front Office Supervisor
Sheraton Cebu Mactan Resort and Spa
12.2023 - 08.2024
Rooms Controller
Sheraton Cebu Mactan Resort and Spa
07.2022 - 12.2023
Technical Support Representative
Concentrix
11.2020 - 07.2022
Front Office Supervisor
bai Hotel Cebu
07.2018 - 03.2020
Guest Service Associate
bai Hotel Cebu
04.2018 - 07.2018
Customer Service Representative
The Results Companies
08.2017 - 12.2018
Service Associate
Shangri-La’s Mactan Resort and Spa
06.2015 - 01.2017
Bachelor's Degree - Hotel and Restaurant Management
University Of Cebu Lapu-Lapu And Mandaue