Jhoanna Quilala
1033 Crisostomo Street, Brgy 513 Metro Manila
Summary
To apply my experience and learning in the industry of hospitality and management, to devote my time, skills and passion for my company's further growth and development and to provide steadfast professional, friendly and engaging service that will live up to its name, reputation and expectations.
Overview
12
12
years of professional experience
Work History
Remote Customer Service Representative
White Label Casino
09.2021 - 12.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Service Representative/Receptionist
YABU The House of Katsu
06.2016 - 12.2017
- Company Overview: Standard Hospitality Group
- Ensure the good service to the customer
- Give good dining experience
- Ensuring tables are clean and tidy when the guest arrive
- As a receptionist give warm welcome to the guest
- Greeting and attending to customers
- Inform guest about the availability of tables
- Keep records of guest who visit the restaurant
- Standard Hospitality Group
Attraction Operator
Dreamplay by Dreamworks
12.2014 - 12.2015
- Company Overview: City of Dreams Manila
- Welcome guest and a patron friendly service to the guest
- Entertaining and supervising the guest especially the kids
- Secure and prioritize the safety of guest and staff
- Manage daily operation
- Maintenance of the guest floor
- Remain alert and attentive to their area of responsibility
- Inventory check and reporting the daily included tasks
- City of Dreams Manila
Food Attendant (Lobby Lounge)
Dusit Thani Manila Hotel
01.2013 - 04.2013
- Good communication, organization and interpersonal skills
- Maintain good eye contact with each guest
- Fill guests' request for food and beverages in a timely, efficient, and courteous manner
- To respond to customer comments, pass on suggestions and relay complaints immediately in order to resolve matters without delay
Receptionist
BURGOO
12.2012 - 01.2013
- Company Overview: American Bar and Restaurant
- Greet guest, escort them to tables and provide menus
- Schedules dining reservations for guests in advance and as they arrive at the restaurant
- Performs other functions that maybe assigned from time to time
- Check with phone reservationists, or answering machine messages to assure you have all reservations
- American Bar and Restaurant
Education
Bachelor of Science - Hotel and Restaurant Management
Our Lady Of Fatima University
Antipolo City01.2013
Malaya National High School -
Malaya National High School
Malaya, Rizal01.2007
Malaya Elementary School -
Malaya Elementary School
Malaya, Rizal01.2003
Skills
- Customer Service
- Communication
- Organization
- Time Management
- Teamwork
- Independence
- Hardworking
- Willingness to Learn
- Ability to Work Under Pressure
- Attention to Detail
- Flexibility
- Customer relations
Training
- 10/22/11, HOTEL AND RESTAURANT EXPOSURE, EDSA Shangri-La Hotel, Mandaluyong City, Philippines
- 03/12/11, THE ROAD MAP TO THE HOSPITALITY INDUSTRY, Philippines International Convention Center, Pasay City, Philippines
- 09/11/10, FRUIT AND VEGETABLE CARVING, Our Lady of Fatima University, Antipolo City, Philippines
- 03/26/10 - 03/27/10, HOUSEKEEPING SEMINAR, Hotel Supreme, Baguio City, Philippines
Timeline
Remote Customer Service Representative
White Label Casino
09.2021 - 12.2024
Service Representative/Receptionist
YABU The House of Katsu
06.2016 - 12.2017
Attraction Operator
Dreamplay by Dreamworks
12.2014 - 12.2015
Food Attendant (Lobby Lounge)
Dusit Thani Manila Hotel
01.2013 - 04.2013
Receptionist
BURGOO
12.2012 - 01.2013
Bachelor of Science - Hotel and Restaurant Management
Our Lady Of Fatima University
Malaya National High School -
Malaya National High School
Malaya Elementary School -
Malaya Elementary School
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