Jona Joy Dionela

Reports directly to the General Manager. Oversees the resorts in behalf of the GM/when on Official Business, weekends & holidays. Takes responsibility for property/business results and asset management.

Executes strategy & aligns business activity to the mid-term to long term vision of ACCOR. Aware of market trends that impact business performance and optimizes market data from multiple channels.

Anticipates potential business needs and risks to build and adapt contingency plans.

Conducts financial planning, revenue and expenses forecasting and budgeting, and the P&L to identify opportunities for improvements and/or efficiencies.

Seeks out opportunities for business improvement and develops strategies to boost business performance.

Reviews/improve established processes and procedures and looks for alternative solutions.

Creative & innovative, and collaborates with experts to explore & leverage opportunities.

Understands the impact of change on others and leads a positive response to organizational change.

Agile, takes calculated risks and promotes an innovative, “Test & Learn” culture.

Ensures Heartist/s culture is embedded accross the hotel / department, delivering the optimal guest experience. Anticipate guest present and future needs, and inspires the team to go above & beyond.

Ensures a hotel wide strategy to embrace ALL drive, track enrollment, ensures a personalized approach to platinum tiered members.

Cost monitoring, control and management of the ROOMS Department's expenses. Proper planning of manning budget in order to avoid exceeding allocated budget for the total salaries & wages of ROOMS. To align ROOMs Division profit with MTD/YTD budget.

• Provided training and oversight for large temporary workforce, implementing standardized professional development opportunities and thoughtful leadership protocol to maximize productivity and employee satisfaction.
• Analyzed market trends to identify new opportunities for competitive differentiation within the hospitality sector.
• Implemented quality control measures, resulting in consistently high housekeeping standards across all rooms.
• Optimized staffing levels during peak periods to maintain high-quality service without inflating labor costs.

• Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
• Implemented staff training programs, improving employee performance and team cohesion.
• Reconciled end-of-day reports to determine accurate billing and payment processing.
• Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
• Assume overall responsibility of the Front Office Department and ensure that departmental goals are set, maintained & achieved.

• Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
• Balanced daily cash transactions, accurately maintaining financial records for the front office department.
• Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
• Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
• Take accountability for the hotel operation whilst on duty and ensure that all queries, requests, problems and complaints are handled as per company standard.

• Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
• Trained employees in essential job functions.
• Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
• Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.

• Streamlined check-in and check-out processes for improved guest experience and reduced wait times.
• Developed strong relationships with guests, leading to increased loyalty and repeat business.
• Proactively communicated with guests to identify their needs and preferences, allowing for personalized service offerings.
• Promoted a positive work environment by encouraging teamwork, open communication, and continuous learning among team members.
• Supervising and managing junior positions within the Front Office Department.

• Managed guest complaints effectively, ensuring prompt resolution and maintaining customer loyalty.
• Trained new employees on front office procedures, contributing to a consistent guest experience across all team members.
• Updated hotel information systems regularly, enabling accurate record keeping and seamless communication between departments.
• Enhanced guest satisfaction by providing efficient check-in and check-out processes.
• Facilitate check-in / check-out of the hotel guests, as well as handle queries, requests & problems.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Responded to inquiries from callers seeking information.
• Resolved & handled customer problems and complaints as per company standard.
• Confirmed appointments, communicated with clients, and updated client records.
• Escorting, delivering food & beverage orders to guests, as well as handle queries & requests.