Mary Joy Alayon
Pasig, Metro Manila
Summary
Proven to enhance guest experiences and satisfaction, I leveraged active listening and problem-solving skills at Edsa Shangri-La, Manila, leading to increased bookings and repeat business. Skilled in complaint handling and reservation processing, I consistently upheld high service standards, contributing to a notable improvement in occupancy rates.
Overview
14
14
years of professional experience
Work History
Guest Service Associate
Edsa Shangri-La, Hotel - Manila
06.2023 - Current
- Handled phone inquiries professionally, contributing to increased bookings and repeat customers.
- Identified and explained room and property amenities to guests, supplying guests with information regarding hours of operation and maps to assist guests in finding way around property.
- Handled customer complaints to satisfy and retain guests.
- Assisted guests with booking reservations, resulting in higher occupancy rates.
- Enhanced guest satisfaction by addressing inquiries and resolving issues promptly.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Responded to guest inquiries to maximize guest satisfaction.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Scheduled and confirmed restaurant reservations for guests.
- Provided accurate information regarding local attractions, restaurants and activities.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Maintained accurate and up-to-date records of guest information.
- Upheld hotel policies and procedures by providing high level of customer service.
- Facilitated and coordinated transportation services for guests.
- Coordinating with housekeeping and maintenance staff to ensure guest rooms are clean and functioning properly
- Scheduling wake-up calls and room service deliveries
- Taking orders through phone.
- Taking all th ethe request of guest through phone
- Built rapport with callers through active listening skills and empathetic responses to their concerns or requests.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Agent-In Customer Service 2/Technical Support
Ibex Global Solutions (Philippines) Inc.
11.2021 - 03.2022
- Provided excellent customer service, addressing borrower concerns and answering questions about the resolution process.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Monitored customer feedback and made adjustments to improve service quality.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Attended to customer complaints and processed product return or replacement requests.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Food Server
Ippudo
05.2018 - 01.2019
- Followed food safety and sanitation guidelines to prevent foodborne illnesses and promote customer health and safety.
- Maintained cleanliness of working areas to create pleasant and inviting atmospheres for guests.
- Efficiently balanced multiple tasks, prioritizing responsibilities for optimal performance during busy shifts.
- Enhanced customer satisfaction by providing efficient and friendly food service.
- Restocked supplies during downtime to continue meeting customer demand for products and services.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Addressed customer complaints quickly and professionally to avoid negative reviews and loss of business.
- Increased sales by upselling appetizers, desserts, and specialty beverages.
- Managed inventory effectively, reducing waste and ensuring availability of popular items.
- Handled customer complaints with empathy and professionalism, restoring satisfaction swiftly.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
Receptionist/Cashier/Waitress
Corazon Hispano Filipino
02.2017 - 10.2017
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Assisted customers with returns, refunds and resolving transaction issues.
- Kept reception area clean and neat to give visitors positive first impression.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
Dining Staff
Ikkoryu Fukuoka Ramen
03.2016 - 01.2017
- Ensured proper food handling and storage practices were followed, minimizing waste and ensuring a safe dining environment for guests.
- Resolved customer complaints professionally, turning potentially negative experiences into positive ones that encouraged repeat business.
- Proactively anticipated guest needs throughout their dining experience, refilling beverages and clearing plates as needed without prompting from customers or supervisors.
- Streamlined operations by setting up tables, restocking condiments, and preparing silverware for incoming guests.
- Monitored dining room inventory and replenished as necessary.
- Set up advertising signs and displays on shelves, counters and tables.
- Receive payment by cash, check, credit cards, vouchers, or automatic debits.
- Preparing foods for our guests (mostly their Drinks and Desserts)
- Order our stocks (for bar and the whole dining needs)
Account Executive
American Technologies Incorporated
08.2011 - 01.2012
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Providing customers’ requirements and presenting appropriately to make a sale
- Maintaining and developing relationships with existing/new customers in person, via telephone calls.
- Negotiating the terms of agreement and closing sales
- Negotiating on price, cost, delivery and specifications with buyers
- Providing support for clients by learning about and satisfying their needs.
- Making cold calls or reaching out to prospects.
- Following up with prospects several times throughout the sales cycle to ensure needs are being met.
- Handling complaints and negotiations.
Service Crew (Smart)
Jollibee - Ever Gotesco Mall
04.2010 - 08.2010
- Enhanced customer satisfaction by providing efficient and friendly service.
- Collaborated with team members to meet high standards of service during peak hours.
- Developed strong multitasking abilities while managing multiple responsibilities simultaneously during high-pressure situations.
- Prepared food items accurately and quickly, adhering to strict food safety guidelines.
- Maintained a clean and organized work environment for improved customer experiences.
- Handled cash transactions responsibly, ensuring accurate accounting for daily sales.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked front counter, other areas.
- Became familiar with products to answer questions and make suggestions.
- Booking of reservations including mascot, birthday party favors and promo product of the month
- Hosting a party
- Preparing and organizing party area
Education
Technical-Vocational - Hotel And Restaurant Services
Rizal Experimental Station And Pilot School of Cot
Pasig, Metro Manila, Philippines04.2011
Skills
Patience and composure
Complaint Handling
Check-in and Check-out Procedures
Payment Processing
Guest Relations
Upselling abilities
Team player mentality
Transportation Arrangements
Customer Service
Detail Oriented
Computer Skills
Information Protection
Reservation Processing
Clear Communication
Problem-Solving
Time Management
Multitasking
Flexibility
Active Listening
Effective Communication
Decision-Making
Playing Volleyball, Biking, Editing Videos
I love playing volleyball, especially when I play with my siblings, friends, and children. I also play badminton. When I have free time, I ride a bike to feel refreshed, even more so when riding solo. I do like editing videos, especially when there is a special occasion like the family's birthday.
Languages
English
Intermediate (B1)
Timeline
Guest Service Associate
Edsa Shangri-La, Hotel - Manila
06.2023 - Current
Agent-In Customer Service 2/Technical Support
Ibex Global Solutions (Philippines) Inc.
11.2021 - 03.2022
Food Server
Ippudo
05.2018 - 01.2019
Receptionist/Cashier/Waitress
Corazon Hispano Filipino
02.2017 - 10.2017
Dining Staff
Ikkoryu Fukuoka Ramen
03.2016 - 01.2017
Account Executive
American Technologies Incorporated
08.2011 - 01.2012
Service Crew (Smart)
Jollibee - Ever Gotesco Mall
04.2010 - 08.2010
Technical-Vocational - Hotel And Restaurant Services
Rizal Experimental Station And Pilot School of Cot
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