John Solomon
Guest Services Administrator
Cavite
Summary
Experienced guest services professional with a dynamic approach and a strong background in delivering exceptional customer service and administrative support in the hospitality sector. Skilled in overseeing the guest experience, ensuring smooth operations during embarkation and disembarkation, and effectively managing special requests. Demonstrated ability to promptly resolve concerns while maintaining a welcoming atmosphere. Strong coordination skills contribute to operational efficiency and foster lasting relationships with guests. Committed to creating memorable experiences that consistently exceed expectations and uphold the highest standards of hospitality.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
GUEST SERVICES ADMINISTRATOR
Holland America Line
Seattle
09.2023 - 01.2025
- Responsible for overseeing the entire embarkation and disembarkation process
- Overseeing the number of passengers on board each day at all port of calls, particularly on turnaround days
- Collaborate with hotel management and staff to ensure smooth service delivery
- Provide timely reports that are beneficial to the ship's overall operations
- Assist in handling special guest requests, VIP services, and group arrangements
- Overseeing with clearance of the ship
GUEST SERVICES ASSOCIATE
Holland America Line
Seattle
12.2019 - 09.2023
- Listen to guest concerns or complaints and resolve them in a timely and professional manner
- Ensure guests' needs are met to their satisfaction, and escalate issues to management when necessary
- Follow up with guests to ensure that their concerns have been properly addressed
- Monitor security and safety procedures to ensure guest well-being
- Provide guests with information about emergency procedures
- Assist in coordinating any necessary emergency responses or evacuations
- Handle cash, credit card, and other forms of payment accurately during check-in and checkout
- Provide guests with detailed receipts and billing information
- Assist with reservations for hotel services such as spa appointments, tours, and shuttle transportation
- Coordinate special event bookings or reservations within the hotel
- Offer information about hotel amenities, services, and local attractions
- Assist guests with any special requests or inquiries, including transportation, dining options, and events
- Maintain a comprehensive knowledge of the hotel's services, policies, and local area
TECHNICAL SUPPORT REPRESENTATIVE
Telstra Telecommunications Philippines
Manila
11.2017 - 02.2019
- Provide first-level technical support for Telstra’s NBN services via phone, chat, and email.
- Diagnose and troubleshoot connectivity, speed, and service-related issues.
- Guide customers through technical solutions, including modem setup, network configurations, and service restoration steps.
- Escalate unresolved or complex issues to higher-level support teams as required.
- Maintain accurate records of customer interactions and troubleshooting steps in Telstra’s system.
- Stay up to date with Telstra’s NBN products, plans, and technical advancements.
- Educate customers on best practices for maintaining a stable NBN connection.
- Adhere to Telstra’s service quality and customer satisfaction standards.
CUSTOMER SERVICE AGENT - FLIGHT CONTROLLER
EVA Airways
Manila
12.2015 - 03.2017
- Coordinate logistical requirements of the passengers
- Ensured proper travel documents for customers at the check-in counter
- Monitor flights
- High regards to multitasking activities
- Ensure proper boarding and safety of passengers to aircraft
- Assist passengers with check-in, ticketing, and boarding procedures.
- Provide accurate information on flight schedules, baggage policies, and travel requirements.
- Handle customer inquiries, complaints, and special requests in a professional manner.
- Coordinate with various airport departments to resolve customer issues efficiently.
- Ensure compliance with EVA Air policies and aviation regulations.
- Support lost baggage claims and follow up on passenger concerns.
- Assist passengers with special needs, including wheelchair assistance and unaccompanied minors.
- Maintain a high level of customer satisfaction by delivering excellent service
Education
Bachelor of Science - Tourism Management
St. Dominic College of Asia
Cavite, Philippines 06.2010 - 03.2015
Skills
Customer Service
Hotel Management
Safety Principles
Coordination Skills
Billing Processes
Knowledge of Emergency Procedures
Medical Emergencies
Technical Support
Email Management
Microsoft Outlook
Microsoft Word
Fidelio System
Microsoft PowerPoint
Microsoft Excel
undefinedTimeline
GUEST SERVICES ADMINISTRATOR
Holland America Line
09.2023 - 01.2025
GUEST SERVICES ASSOCIATE
Holland America Line
12.2019 - 09.2023
TECHNICAL SUPPORT REPRESENTATIVE
Telstra Telecommunications Philippines
11.2017 - 02.2019
CUSTOMER SERVICE AGENT - FLIGHT CONTROLLER
EVA Airways
12.2015 - 03.2017
Bachelor of Science - Tourism Management
St. Dominic College of Asia
06.2010 - 03.2015
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