Lyman Del Rosario Cailao

Operations & Maintenance Coordination
•Dispatch tickets for maintenance and housekeeping issues, ensuring swift resolution.
•Coordinate updates from Maintenance and Housekeeping teams, relaying relevant information to current and upcoming guests.
•Housekeeping Delivery coordination
Access & Security
•Generate door codes using systems such as KABA, Schlage, Yale, and Lynx to ensure secure and seamless guest access.
Reservation & Booking Management
•Process reservation requests from guests, ensuring accuracy and prompt confirmation.
•Generate and maintain reports such as property reservation summaries, direct booking reports, OTA reservation logs, and cancellation records for both direct and OTA channels.
Guest Communication & Support
•Manage real-time chat responses for both in-house and prospective guests, assisting with inquiries, concerns, and reservation-related questions.
•Handle email correspondence through the AKIA platform and Front Inbox, ensuring timely and professional communication.
•Respond to guest messages across OTA platforms including Airbnb, VRBO, and Booking.com.
•Address and resolve guest escalations, whether from current or recently checked-out guests, with empathy and efficiency

• In charge of handling guests’ complaints on their vacation rentals during their stay
• Manages Ticket creations for any maintenance issues of vacation rentals to ensure all repairs that needs to be done is coordinated properly top the maintenance team or other department that is in charge of handling such cases

• In-charge of handling a minimum of 7 reservation agents that handles room accommodation to all guests
• The sole responsibility is to constantly improve the team’s performance to ensure all metrics are met daily
• Assisted guests with local weather, attraction and dining information to enhance experiences.
• Maintained in-depth knowledge of key competitor hotels and venues and suggested competitive new promotions and services to upper management.
• Reviewed activity report and updated accuracy of codes, rates and guest information daily.
• Secured bookings through phone, email and webchat sales, using expert hotel product and service knowledge.
• Advised customers regarding flight enquiries, checking availability and confirming reservations.
• Assisted with dinner and entertainment bookings, Identifying customer preferences and providing solutions to match.
• Applied company selling strategy across all reservations systems, managing availability of room types and locations.
• Worked with hotel staff to accommodate guest requests for specific room locations and amenities.
• Receieved incoming reservations enquiries and updated existing bookings in line with established policies and procedures.
• Booked and managed hotel reservations, employing company policies to handle cancellations and complaints.
• Assisted customers with finding favourable rates for desired reservation dates, times and locations.
• Processed payments and sent confirmation details to customers via email or mobile app.
• Mastered company pricing strategy to maximise opportunity during peak and off-peak periods.
• Monitored local events and local market news to forecast impact on demand calendars.
• Organised and communicated needs of VIP guests, paying extreme attention to detail.
• This is through monitoring and coaching team members on a daily basis and giving performance updates on a weekly basis to make sure goals are being met also to create a game plan based on the previous week’s performance.

• In charge of handling a minimum of 12 sales agents that cater reservation for Hotels and Cars
• My sole responsibility is to constantly improve the performance of the team based on the goal given
• In Charge on monitoring and coaching agents to ensure proper sales skills is being applied on every single call
• Making sure that all agents are aware of their numbers daily weekly and monthly to anticipate any digression or progression on performance.
• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
• Developed open and professional relationships with team members to facilitate effective issue resolution.
• Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
• Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
• Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
• Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.
• Completed audits and risk assessments to achieve regulatory compliance.
• Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
• Integrated process improvements to optimise overall workflow and efficiency.
• Evaluated team performance and provided constructive feedback to improve daily goal achievement.
• Assisted with team recruitment, interviewing and onboarding.
• Offered constructive feedback to employees in response to quality assurance measures.
• Monitored staff performance and developed improvement plans.
• Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.

• In-charge of handling a minimum of 20 reservation agents that handles hotel reservations for customers across the world
• Daily agent monitoring to ensure quality standards are being met
• Real-time coaching to ensure skill development
• Developed professional relations with company employees of organisation to enhance trust and reliability.
• Aligned day-to-day activities with targets set by upper management.
• Equipped staff with knowledge and skills to reach company targets, coaching and mentoring new joiners and under performing employees in best operational practices.
• Trained staff to review and reconcile daily transactions to apply best management practices.
• Tracked employee productivity, performance and task completion to meet quality standards.
• Strategically planned shift schedules, processed holiday requests and granted leaves to optimise labour costs and productivity.
• Conduct ELPs (Educational Learning Process) twice a month to ensure performance and target awareness as a team
• PDMs (Performance Development Meeting) once a month to ensure individual goal setting and commitment.
• Week to date and Month to date report are also produced for presentation and reporting.

• In charge of handling SMEs who are handling nesting agents
• All SMEs/team leads report under my supervision
• In charge of improving the skills of SME to improve on how they coach the new agents that is undergoing their nesting period
• In charge of reports concerning about the numbers of all SMEs down to their nesting wave
• I attend Client call concerning about performance of nesting agents.

• I handled Agents that came out of Training that will hit production Floor for their Three-week Nesting period
• I am in charge of improving their skills when it comes to sales and work behavior.

• In charge of reporting directly to clients abroad regarding updates and running metrices of the EBR representatives.

• Promoted as a Subject Matter expert after 6 Months and my main duty is to help agents if the issue that they are handling is beyond their knowledge
• We also handle Escalation calls.

• In-charge of handling a minimum of 20 support agents (Universal Agents) that handles Billing, activation and technical issues
• I monitor agents to Ensure their calls are on quality standards and we make sure these are documented for reference
• I coach for a better call Flow; we also provide Week to date and Month to date stats of the Team for presentation and reporting
• I do agent’s Payroll to make sure their hours are accurate so they can be paid correctly
• We join Client calls if needed a presence of a supervisor.

• In charge of maintaining the team's top metric, which is Transfer per Hour
• Coaching and motivating are part of the daily task
• In charge of processing agent's payroll every pay period.

• The main objective is to give different kinds of English lesson to Japanese individual basing it on their level of English proficiency (Beginner, Intermediate, Advance)

• Support for any billing issue and clarification, Activation of new line and existing line that got disconnect.

• Support for any technical issues for any existing and new phones for Cricket.

• Technical support VIA Chat, Email and Phone

• Promoted as a Subject matter Expert after 3 months, my main duty is to assist the chat, email and phone support if the issue is beyond their knowledge
• We can also consider this as Flex Supervisor
• We take Escalation calls that needed a supervisor or Manager’s opinion.