MARICEL ELIZAGA LAJA

• Handled all transactions with regards to VIP guests of the hotel
• Tasked to do check-in and check-out procedures for hotel guests
• Also provided mail and information for guests’ inquiries
• Excellent communication skills, both verbal and written.

• Tasked to answer all clients’ inquiries and solve problems regarding credit cards, loans and other banking concerns

• Managed the front desk team with the daily tasks of checking in and out of guests as well as ensuring all customers' needs were met
• Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
• Organized staff scheduling effectively to maintain appropriate coverage during peak hours without compromising service quality.
• Collaborated with housekeeping and maintenance teams to ensure room availability and quality standards were met.
• Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.

• Acted as the little GM for operations
• 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.
• Supervised and coordinated team to provide guidance and support and maximize performance.
• Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.

• Represented the General Manager in the operation side of the hotel, making decisions and ensuring the safety and efficiency of all hotel operations in a 24-hour cycle
• Attends to guest requests, complaints and needs
• Responsible for all Front Office operations

• Was directly in charge of the full operations of all Front Office sections of the hotel such as Front Desk, Guest Services, Concierge, Bell Service, Telephone Exchange, Business Center, Airport Reps and Duty Managers
• Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
• Handled guest requests and complaints
• Managed the administrative aspects of the operations, solving critical issues and made sure all policies and procedures were followed
• Provided management with action plans for the improvement of customer service and cost cutting measures

• Manages the overall efficiencies of the stores assigned
• Meets and overachieves sales targets set, making sure of an annual increase in achievement of at least 10% of the previous years
• Creates total turnaround in manpower efficiencies, teamwork and working environment
• Handled one of the biggest stores in GMA, with one of the highest targets, foot traffic and manpower
• Accountable for the store’s overall profitability
• Has a very hands-on management style, ensuring mastery in operational policies and procedures
• Evaluates and ensures career development of subordinates
• Was nominated as Employee of the Year in 2006 – AGA Awards
• Prioritized giving service beyond expectation to subscribers
• Controlled store inventory and reviewed cash handling and operations reports.
• Analyzed sales data to identify trends, adjust inventory levels accordingly, and maximize revenue opportunities.
• Improved customer satisfaction through proactive engagement, attentive service, and efficient problem resolution.
• Enhanced store appearance by maintaining cleanliness standards and visually appealing displays that showcased products effectively.

• Managed several areas in Metro Manila and Bulacan in terms of the company's retail stores
• Handled 7 to 12 stores at a time, ensuring that sales targets were met, standards were followed and customer excellence was priority.
• Delivered exceptional results through strong leadership skills in managing diverse teams across various stores.
• Achieved consistent performance improvements by setting clear expectations and monitoring KPIs closely.

• Managed 4 areas in North GMA with 4 Retail Area Heads who had 6 to 10 stores each under them
• Ensured each area in my region met target and daily operations was up to standard
• Strategized and maximized opportunities for sales specific to the covid scenario challenges
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Mentored junior managers on effective leadership techniques for handling challenging situations within the retail environment.
• Adapted store operations in response to evolving customer needs, market trends, and company objectives.

• Managed sales and operations for retail stores and field sales, ensuring alignment with company product offerings.
• Developed relationships with partners across multiple channels to enhance collaboration.
• Managed a diverse portfolio of products to meet varied customer requirements across different industries within the territory.
• Optimized inventory levels by working closely with supply chain management to ensure timely availability of products for customers in the region.
• Developed strong partnerships with channel partners to increase brand visibility and drive collaborative marketing efforts.
• Provided timely feedback on product performance to internal stakeholders, ensuring continuous improvement in offerings based on real-world experiences.
• Improved team performance by conducting regular coaching sessions and sharing best practices among members.
• Cultivated partnerships with channel partners, enhancing brand visibility and fostering joint marketing initiatives.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

After my early retirement, was again hired as a consultant by Globe Telecom Inc, to help improve the condition of the retail stores as a project

• Bring back the morale of the store employees
• Improve the customer waiting time and handling
• Increase the sales of all products
• Ensure quality assurance standards set for both sales and operations are met