CiiRus PMS
JOSE JOHN DINO CORTES
STR Virtual Assistant | CSR | Work Force Specialist
Guadalupe Cebu City
Summary
Highly skilled and dedicated vacation rental property manager and Senior case manager with 3 years of experience in the hospitality industry. Proven track record of successfully managing and optimizing vacation rental properties to maximize occupancy rates, guest satisfaction, and profitability. Strong expertise in property management, customer service, marketing, and revenue management. Committed to delivering exceptional guest experiences and fostering positive relationships with property owners and stakeholders. Seeking a challenging role as a Vacation Rental Property Manager to utilize my skills and contribute to the success of a dynamic hospitality organization.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
Work History
STR Property Management VA
Magic One Vacation Homes
Olando
12.2022 - 04.2023
- Handle the process of receiving and managing reservations for the STR properties. This includes responding to inquiries, confirming bookings, and coordinating check-ins and check-outs.
- Addressing their queries, providing information about the property and local area, and ensuring their overall satisfaction during their stay.
- Responsible for creating and updating property listings on various platforms, such as Airbnb, HomeAway, or Booking.com. This involves writing compelling descriptions, setting pricing, and managing availability calendars.
- Coordinate with maintenance and repairs for the properties, liaising with vendors, scheduling necessary work, and ensuring that any issues reported by guests are resolved promptly. And coordinating cleaning schedules, ensuring the properties are well-maintained and cleaned between guests, and addressing any cleanliness concerns.
- Monitoring market trends, adjusting pricing based on demand, and suggesting strategies to improve occupancy rates and overall profitability.
Resolution II Case Manager
Airbnb (TDCX Philippines)
01.2020 - 12.2022
- Investigating and resolving cases brought to your attention by hosts or guests. These cases could include issues related to cancellations, property damage, payment disputes, guest misconduct, or other concerns.
- Serve as the primary point of contact for hosts and guests involved in a case, facilitating open and effective communication between both parties. You would gather relevant information, listen to concerns, and provide guidance on the resolution process.
- Conducting thorough investigations to gather all relevant information and evidence regarding the case. This may involve reviewing communication messages, documentation, photos, or any other relevant material shared by both hosts and guests.
- Mediating between hosts and guests to find a fair and satisfactory resolution. You would listen to both parties' perspectives, facilitate discussions, and work towards a mutually acceptable solution.
- Maintain detailed records of each case, documenting the investigation process, decisions made, and any agreed-upon resolutions. You may also generate reports and provide insights to help improve Airbnb's resolution processes and policies.
- Supporting hosts and guests who have general inquiries or need assistance with other platform-related issues. This could involve responding to messages, providing guidance on platform features, or escalating complex matters to the appropriate teams.
- Constantly looking for ways to improve the efficiency and effectiveness of the case resolution process. This may involve identifying patterns or trends in cases, suggesting process enhancements, or providing feedback to the Airbnb team to improve overall customer experience.
Corporate Travel Counselor
AMEX Global Business Travel
Cebu City
10.2018 - 01.2020
- Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
Management Information Specialist
Wipro BPS
07.2016 - 10.2018
- Implemented effective administrative tracking, analytical and trending procedures to support the unit’s goals
- Generated and created impact summaries of the day’s events on service levels and performance
- Analyzed and determined call volume patterns to manage work shifts
- Maintained and managed workforce management system and integrity of workforce data
- Scheduled all transaction-based work and special events for optimal service levels
- Generated and created daily, weekly and monthly statistics.
Workforce Analyst, Real Time Analyst
Wipro BPS
Cebu City
07.2016 - 10.2018
- Allocated requirements for ClientMetrics and maintained quality scheduling, staffing, and reporting for contact centers
- Developed and disseminated call center metrics
- Reported to all levels of management using analysis of data to offer recommendations
- Worked effectively with managers to assess forecast and efficiency needs
- Managed short and long term staffing needs along with maximizing schedule efficiencies.
Customer Service Associates, Wipro BPS, UNITED AIRLINES
01.2016 - 07.2016
Education
Bachelor of Science - Electronics And Communication Engineering
University of Mindanao, Philippine Nikkei Jin Kai International School Of Davao
01.2010 - 04.2015
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01.2007 - 04.2010
Skills
Maintenance knowledge
Software
Guesty
Mondaycom
Schlage
Kwikset
MS EXCEL
DATA MINING
PRICELABS
Timeline
STR Property Management VA
Magic One Vacation Homes
12.2022 - 04.2023
Resolution II Case Manager
Airbnb (TDCX Philippines)
01.2020 - 12.2022
Corporate Travel Counselor
AMEX Global Business Travel
10.2018 - 01.2020
Management Information Specialist
Wipro BPS
07.2016 - 10.2018
Workforce Analyst, Real Time Analyst
Wipro BPS
07.2016 - 10.2018
Customer Service Associates, Wipro BPS, UNITED AIRLINES
01.2016 - 07.2016
Bachelor of Science - Electronics And Communication Engineering
University of Mindanao, Philippine Nikkei Jin Kai International School Of Davao
01.2010 - 04.2015
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01.2007 - 04.2010
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