Guesty
KATHLEEN ANN OLIVA
Hospitality & Guest Relations Specialist
Valenzuela, Metro Manila,00
Summary
Dynamic, client-focused professional with extensive experience in hospitality, property management, and customer service. Expertise in enhancing guest relations, managing property operations, and delivering remote support for inquiries, bookings, and issue resolution. Proven success in overseeing daily operations, coordinating maintenance efforts, and ensuring exceptional client satisfaction. Highly organized and tech-savvy, proficient in utilizing digital tools for communication, scheduling, and property management to facilitate a smooth transition into remote roles.
Overview
5
5
years of professional experience
Work History
Market Research & Lead Generation Specialist
MFV Vacation
08.2025 - 01.2026
- Built prospect lists of potential new customers through research and identification of business opportunities.
- Maintained an up-to-date knowledge of industry best practices and trends, applying relevant findings to the optimization of lead generation processes.
- Increased lead generation by implementing targeted email campaigns and personalized outreach strategies.
- Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads.
- Educated customers on product and service benefits, explaining features and answering questions.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
Reservation & Guest Service Assistant
MFV Vacation Rentals
09.2024 - 08.2025
- I manage daily guest communications and booking operations to ensure a seamless and enjoyable experience for every guest. My role involves handling reservations, responding to inquiries, and coordinating with internal teams to maintain smooth operations.
- Key Responsibilities:
- Manage reservations and guest inquiries across booking platforms.
- Coordinate check-ins, check-outs, and guest requests.
- Maintain accurate booking records and schedules.
- Communicate with teams to ensure smooth operations.
- Handle guest concerns professionally to ensure satisfaction.
Guest Services Associate
Melco Resorts & Entertainment
05.2023 - 06.2023
- Provided exceptional guest service in accordance with Forbes Travel Guide standards in a high-volume, customer-focused environment. Delivered professional and personalized assistance via phone, ensuring a warm and courteous experience for every guest. Handled inquiries, special requests, and issue resolution with empathy, efficiency, and attention to detail.
- Key Responsibilities:
- Delivered exceptional customer service through clear, courteous, and professional voice communication.
- Managed guest inquiries, special requests, and concerns with efficiency and empathy to ensure satisfaction.
- Acted as a liaison between departments such as housekeeping, bell service, and room service to fulfill guest needs.
- Processed in-room dining orders and coordinated timely meal and beverage delivery.
- Handled guest communications, including delivery messages, mail, and other essential information.
- Promoted hotel services and amenities through strategic upselling to enhance the guest experience.
- Provided accurate information regarding hotel facilities, local attractions, transportation, and dining options.
- Resolved guest issues and diffused high-pressure situations with professionalism and tact.
- Maintained consistent compliance with company service standards and operational procedures.
VA | Guest Support & Operations Assistant
Sapirbnb & Realty
02.2022 - 12.2022
- Oversaw remote operations for a portfolio of short-term rental properties, ensuring smooth day-to-day management, team coordination, and exceptional guest experiences in a fast-paced hospitality environment.
- Key Responsibilities:
- Supervised daily operations across multiple short-term rental properties, ensuring efficiency and guest satisfaction.
- Led task delegation and performance monitoring to uphold high service and operational standards.
- Addressed and resolved personnel concerns, fostering a collaborative and productive team environment.
- Evaluated workflows and implemented process improvements to enhance service quality.
- Managed task assignments and tracked progress to ensure timely execution of operational duties.
- Handled guest complaints with professionalism, maintaining a strong focus on customer satisfaction.
- Cultivated and maintained relationships with vendors, contractors, and business partners.
SEO & Lead Generation Specialist
Sapirbnb & Realty
02.2022 - 12.2022
- Outreached to property owners to secure permission for managing and listing their homes on Airbnb through our company. Utilized lead generation techniques and targeted communication to build partnerships and expand the short-term rental portfolio.
Reservations Specialist
Dragon Service Apartments
02.2022 - 10.2022
- Made reservations tailored to customers’ specific needs and budgets.
- Checked accommodation availability for requested travel dates.
- Processed payments and promptly sent booking confirmations.
- Resolved booking-related issues to maintain high customer satisfaction.
- Responded clearly and accurately to customer inquiries about the reservation process.
- Assisted customers with reservation amendments and cancellations.
- Handled guest professionally, ensuring a positive stay experience.
- Key Responsibilities:
Technical Support Representative
Telus International
10.2021 - 04.2022
- Identified and implemented hardware and software solutions to resolve technical issues.
- Diagnosed faults, troubleshot systems, and resolved network-related problems efficiently.
- Communicated with customers to quickly understand issues and provide step-by-step guidance.
- Delivered timely, accurate feedback and maintained clear communication throughout the support process.
- Followed up with clients post-resolution to ensure satisfaction and prevent recurring issues.
- Supported the rollout of new applications and created user-friendly procedural documentation.
- Managed multiple support cases simultaneously while maintaining high service standards.
- Key Responsibilities:
Technical Support Representative
Alorica Philippines
01.2021 - 09.2021
- Responded to customer inquiries in a timely and professional manner via phone, email, and chat.
- Troubleshot customer issues and provided effective solutions across technical and product-related concerns.
- Resolved customer complaints and disputes, ensuring positive outcomes for both technical and retail issues.
- Followed up with customers to confirm satisfaction and address any further needs.
- Maintained accurate customer records and updated profiles in CRM systems.
- Monitored customer feedback and reported insights to management to improve service quality.
- Developed and implemented customer service policies and procedures to enhance overall support.
- Trained and mentored new customer service representatives, covering both technical troubleshooting and retail support.
- Developed customer service strategies aimed at improving customer satisfaction across technical and retail channels.
- Monitored customer service performance metrics and provided regular reports to management.
- Provided retail support by assisting customers with product information, order status, returns, and exchanges.
- Supported multi-channel retail inquiries, ensuring seamless customer experiences both online and in-store.
- Key Responsibilities:
Customer Service Representative
Alorica Philippines
08.2020 - 12.2020
- Responded to customer inquiries in a timely and professional manner via phone, email, and chat.
- Troubleshot customer issues and provided effective solutions across technical and product-related concerns.
- Resolved customer complaints and disputes, ensuring positive outcomes for both technical and retail issues.
- Followed up with customers to confirm satisfaction and address any further needs.
- Maintained accurate customer records and updated profiles in CRM systems.
- Monitored customer feedback and reported insights to management to improve service quality.
- Developed and implemented customer service policies and procedures to enhance overall support.
- Trained and mentored new customer service representatives, covering both technical troubleshooting and retail support.
- Developed customer service strategies aimed at improving customer satisfaction across technical and retail channels.
- Monitored customer service performance metrics and provided regular reports to management.
- Provided retail support by assisting customers with product information, order status, returns, and exchanges.
- Supported multi-channel retail inquiries, ensuring seamless customer experiences both online and in-store.
- Key Responsibilities:
Education
BS - Hospitality and Tourism Management
Bulacan State University
01.2021
Secondary Education - undefined
Agape Christian School Inc.
01.2014
Skills
Proficient in written and verbal communication
Collaborative and independent worker
Effective team motivation
Customer relationship management
Strong organizational skills
Skilled in supervising operations
Detail-oriented accuracy
Familiarity with OPERA and Amadeus systems
Proficient in property management software
Knowledgeable in restaurant management software and communication tools
Proficient in Microsoft PowerPoint and Excel
Experienced in email communication
Proficient in social media marketing
Proficient in Canva design
Software
Breezeway
OPERA
Ring Central
Chatgpt
Asana
Amadeus
Cisco
FCS Unicors
ResDiary
Disclaimer
I hereby declare that the above statements are true to the best of my knowledge and belief.
Languages
English
Advanced (C1)
Timeline
Market Research & Lead Generation Specialist
MFV Vacation
08.2025 - 01.2026
Reservation & Guest Service Assistant
MFV Vacation Rentals
09.2024 - 08.2025
Guest Services Associate
Melco Resorts & Entertainment
05.2023 - 06.2023
VA | Guest Support & Operations Assistant
Sapirbnb & Realty
02.2022 - 12.2022
SEO & Lead Generation Specialist
Sapirbnb & Realty
02.2022 - 12.2022
Reservations Specialist
Dragon Service Apartments
02.2022 - 10.2022
Technical Support Representative
Telus International
10.2021 - 04.2022
Technical Support Representative
Alorica Philippines
01.2021 - 09.2021
Customer Service Representative
Alorica Philippines
08.2020 - 12.2020
Secondary Education - undefined
Agape Christian School Inc.
BS - Hospitality and Tourism Management
Bulacan State University