Summary
Overview
Work History
Education
Skills
LANGUAGE
References
Certification
Timeline
Generic
JERMAE CALIXTON

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
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
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
07.2018 - 03.2020

Customer Service Representative

The Results Companies
08.2017 - 12.2018

Guest Service Associate

bai Hotel Cebu
04.2018 - 07.2018

Service Associate

Shangri-La’s Mactan Resort and Spa
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
JERMAE CALIXTON