Lovely Gennedy Branzuela
Guest Relation Manager / Chief Housekeeper
Arayat
Summary
Executive Housekeeper overseeing housekeeping strategy, quality control, and departmental planning for a high-standard cruise environment. Drives staffing, budgeting, and operational coordination to keep guest and crew areas clean, safe, and well presented. Leads 15–30 employees through clear standards, training, and accountability.
Overview
2
2
Languages
6
6
Certificates
14
14
years of professional experience
Work History
Guest Relations Manager
Seachef
02.2026 - 08.2026
- Developed and implemented guest satisfaction surveys to enhance service quality.
- Led training sessions for staff on customer engagement techniques, improving overall guest experience.
- Streamlined communication processes between departments, ensuring timely responses to guest inquiries.
- Resolved guest complaints effectively, fostering positive relationships and repeat business opportunities.
- Mentored junior staff on best practices in customer service, promoting a culture of excellence within the team.
- Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
- Enhanced guest satisfaction by promptly addressing and resolving all concerns and complaints.
- Coordinated room upgrades or complimentary amenities when appropriate to exceed guest expectations without compromising revenue goals.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Monitored guest feedback, using to improve service and departmental operations.
- Created monthly reports on guest feedback trends, providing valuable insights to guide improvements in operations and services.
Assistant Chief Housekeeper
Seachef
11.2024 - 12.2025
- Assists the Executive Housekeeper in directing and coordinating daily housekeeping operations to ensure the highest standards of cleanliness, hygiene, and guest satisfaction throughout all staterooms and public areas. This leadership role encompasses the supervision and development of housekeeping personnel, the effective allocation of tasks, and the monitoring of service quality in accordance with established policies and procedures. The incumbent is responsible for ensuring strict compliance with applicable safety and public health regulations, fostering a culture of professionalism, and supporting operational excellence across the department.
Chief Housekeeper
Seachef
04.2024 - 09.2024
- Holds a senior management position with overall responsibility for the cleanliness, hygiene, and aesthetic upkeep of all passenger and crew areas. This role includes strategic oversight and leadership of the entire housekeeping department, ensuring that service standards and regulatory requirements are consistently met. The Chief Housekeeper is accountable for departmental planning, budgeting, and resource management, and plays a central role in team leadership, training, and operational coordination to deliver a safe, sanitary, and well-maintained onboard environment for all personnel and guests.
Assistant Chief Housekeeper
Seachef
10.2023 - 03.2024
- Assists the Executive Housekeeper in directing and coordinating daily housekeeping operations to ensure the highest standards of cleanliness, hygiene, and guest satisfaction throughout all staterooms and public areas. This leadership role encompasses the supervision and development of housekeeping personnel, the effective allocation of tasks, and the monitoring of service quality in accordance with established policies and procedures. The incumbent is responsible for ensuring strict compliance with applicable safety and public health regulations, fostering a culture of professionalism, and supporting operational excellence across the department.
Receptionist
Sea Chefs
09.2022 - 07.2023
- The Onboard Receptionist for Sea Chefs is responsible for managing comprehensive guest services at the front desk to ensure a seamless passenger experience. This includes handling guest check-in and check-out procedures, resolving inquiries and complaints with professionalism, managing guest and crew accounts, and providing accurate information about ship operations, ports of call, and onboard services. The Receptionist prepares and delivers announcements, administers lost and found procedures, and performs general administrative duties in support of smooth reception operations. Additionally, this role includes processing crew documentation and coordinating embarkation and disembarkation of new and departing crew members. The position requires strong customer service skills, proficiency with computer systems, and effective coordination with other departments to uphold high standards of hospitality and operational efficiency.
Cabin Stewardess
Seachef
02.2015 - 06.2018
- Ensures the cleanliness, hygiene, and comfort of guest cabins by making beds, cleaning and sanitizing surfaces, restocking amenities such as towels and toiletries, and handling room service requests. Provides attentive assistance to guests, identifying and reporting maintenance issues promptly. Performs all duties in strict accordance with HACCP and safety standards while maintaining a professional appearance to support a positive passenger experience.
Chief Stewardess
Sodexo
08.2015 - 12.2015
- The Chief Steward on a Shell offshore installation serves as the head of the catering and accommodation department, with overall responsibility for managing welfare, hygiene, and food services for the offshore workforce. Unlike equivalent roles in luxury hospitality sectors, this position focuses on operational excellence and crew welfare rather than bespoke guest service. Key responsibilities include overseeing all aspects of food service operations and accommodation welfare, ensuring compliance with health, safety, environment, and quality (HSEQ) standards, and administering departmental functions such as hygiene management, provisioning, and team leadership. The Chief Steward provides strategic and operational oversight to maintain safe, sanitary, and efficient living and dining environments for all personnel in accordance with company procedures and regulatory requirements.
Suite Attendant
Silversea
02.2014 - 07.2015
- Ensured immaculate suite standards and delivered personalized guest experiences through luxury housekeeping services, turn-down service, and replenishing amenities. Assisted Section Butler with guest needs, including packing assistance and shoe shining, while managing luggage services with courtesy and efficiency.
- Delivered exceptional service to guests, ensuring satisfaction and comfort throughout their stay.
- Maintained cleanliness and organization of suites, adhering to established hygiene standards.
- Collaborated with housekeeping team to streamline workflows and improve turnaround times for suite preparation.
- Delivered exceptional service to guests, ensuring satisfaction and comfort throughout their stay.
- Maintained cleanliness and organization of suites, adhering to established hygiene standards.
- Collaborated with housekeeping team to streamline workflows and improve turnaround times for suite preparation.
Housekeeping Utility (Officers Stewardess)
Silversea
12.2013 - 02.2014
- The Housekeeping Utility Officer/Stewardess aboard Silversea Cruises is responsible for upholding the highest standards of cleanliness, hygiene, and presentation across all assigned areas, including public spaces, crew and officer quarters, and, when designated, guest suites as a Suite Attendant. This role encompasses the execution of comprehensive cleaning duties such as vacuuming rearranging cabins, polishing, waste management, and support for laundry operations in alignment with established procedures.
Housekeeping Utility
Silversea
01.2013 - 10.2013
- Responsible for maintaining impeccable cleanliness and presentation throughout public areas, crew quarters, and officer cabins by performing duties such as dusting, vacuuming, polishing, waste disposal, and sanitation. Provides exceptional guest support, including handling luggage, assisting with wheelchair access, and facilitating laundry services. Executes all tasks in accordance with luxury service standards and established safety protocols.
Education
associate - Hotel and Restaurant Management
St. Nicholas College of Pampanga
San Fernando, Pampanga, Philippines01.2012
associate - Tourism
ST. Mary's College of Pampanga
Sta. Ana, Pampanga, Philippine01.2009
Skills
Team Leadership
Housekeeping Operations
Inventory & Resource Management
Guest Service
Organization & Administration
Safety compliance
Quality assurance
Housekeeping inspections
Staff training
Laundry operations
Certification
Basic Training Certificate
Timeline
Guest Relations Manager
Seachef
02.2026 - 08.2026
Assistant Chief Housekeeper
Seachef
11.2024 - 12.2025
Chief Housekeeper
Seachef
04.2024 - 09.2024
Assistant Chief Housekeeper
Seachef
10.2023 - 03.2024
Receptionist
Sea Chefs
09.2022 - 07.2023
Chief Stewardess
Sodexo
08.2015 - 12.2015
Cabin Stewardess
Seachef
02.2015 - 06.2018
Suite Attendant
Silversea
02.2014 - 07.2015
Housekeeping Utility (Officers Stewardess)
Silversea
12.2013 - 02.2014
Housekeeping Utility
Silversea
01.2013 - 10.2013
associate - Hotel and Restaurant Management
St. Nicholas College of Pampanga
associate - Tourism
ST. Mary's College of Pampanga
LANGUAGES
German: A1
Beginner
ADDITIONAL INFORMATION
Valid Schengen Visa