Mylene Morales Endab
Basak Lapu-Lapu
Summary
Experienced Group Operations Manager with a proven track record in driving exceptional customer service and managing cross-functional teams. Experienced of more than 20 years in the Hospitality Industry. Skilled in staff development. Strong communication and leadership skills foster an environment of collaboration and continuous improvement. Adept at implementing strategic plans and training programs to enhance operational efficiency and guest satisfaction. Passionate about delivering an excellent guest experience, Excited to contribute to a dynamic and successful hotel operation.
Overview
24
24
years of professional experience
11
11
years of post-secondary education
Work History
Group Operations Manager
Maayo Leisure Group
Mandaue Cebu
11.2023 - Current
- Managed all day-to-day operations within budgeted guidelines, preserving excellent levels of customer service
- Successfully identified and responded to customer needs, leading to increased guest satisfaction
- Effectively managed a team of talented personnel, training, and appraising staff.
- Collaborate with department heads, including front desk, housekeeping, and food and beverage, all Resort Operations Manager to optimize workflows
- Monitor and analyze guest satisfaction surveys and reviews, implementing improvements as needed.
- Develop and maintain positive relationships with vendors, suppliers, and local businesses
- Handle guest concerns and complaints with professionalism and a commitment to resolution
- Stay informed about industry trends and best practices to drive continuous improvement
Executive Housekeeper
Holiday Inn an IHG and Hop Inn Hotel
03.2022 - 11.2023
- Managing and overseeing housekeeping the two Hotel operations and staff of the housekeeping department
- Co-ordinates between housekeeping staff to inspect assigned areas to ensure standards are met
- Manages many priorities and demands and is able to solve problems, support staff, as well as perform the duties of a housekeeper when required
- This role involves a wide range of responsibilities, including hiring and training new staff members, developing cleaning schedules, and ensuring that all guest rooms and public areas are kept clean and presentable.
- Streamlined weekly cleaning schedule for employees
Operations Manager
Maayo Hotel & Resorts
02.2021 - 11.2021
Executive Housekeeper
Maayo Hotel & Resorts & Medical Centre
02.2017 - 01.2021
Executive Housekeeper
Quest Hotel & Conference Center
06.2016 - 01.2018
Asst. Executive Housekeeper
Quest Hotel & Conference Center
10.2011 - 06.2016
Duty Manager
Moveinpick Resort and Spa
4 2011 - 10.2011
- Dealing with guest complaints and issues, making sure guests are happy with the service & products
- Greet the VIP guests , Prepares and checks for VIP’s arrival and escorts guests to rooms.
- As directed by the FOM, Perform special services for VIP guests.
- · Promotes and maintains good public relations.
- · Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.
Duty Manager
Hilton Cebu Resorts and Spa
06.2010 - 03.2011
- Dealing with guest complaints and issues, making sure guests are happy with the service & products
- Greet the VIP guests of the hotel
- As directed by the FOM, Perform special services for VIP guests.
Housekeeping Floor Supervisor
Hilton Cebu Resort & Spa
04.2006 - 06.2010
- This position is concerned with training; supervising and monitoring the work of the room attendants; floor houseman assigned to his/her floors.
- Ensures the highest standard of cleanliness is maintain in all areas of the department.
- Keeps stock records and forms current, and ensure sufficient stock of cleaning and guest supplies are available.
- Continuously conducts on-the-job training for all Housekeeping employees.
- Handles guest complaints and missing or damaged items in guestrooms.
- Inspect all rooms (including vacant rooms) on assigned floors daily.
- Ensure that each vacant room that was turn down the previous evening is put back to "VACANT ROOM" position.
- Gives priority to all VIP's and ensures they receive superior service
- Ensures that cleanliness, hygiene and safety standards are strictly observed
Housekeeping Coordinator
Hilton Cebu Resort & Spa Phils.
12.2004 - 04.2006
- Responsible for communication within housekeeping and other departments rendering guest requests, necessary repairs, rendering secretarial and clerical works, administering lost and found services.
Desk Coordinator
Hilton Dubai Jumeirah
11.2002 - 04.2004
- Responsible for communication within housekeeping and other departments rendering guest requests, necessary repairs, rendering secretarial and clerical works, administering lost and found services.
- Is fluent in the local language and in English.
- Is pleasant & polite on the telephone at all times.
- Calls the guest to keep him informed of the progress in providing service if so requested, or if there are any delays.
- Records any information from the Room Attendant or Supervisor of problems in the rooms. If necessary, calls Engineering to request for the repair.
- Operates computer system efficiently
- Checks that the Daily Room Attendant assignments are completed.
- Reports guest comments to the supervisor immediately.
Bus Girl/Waitress
Hilton Dubai Jumeirah
03.2002 - 11.2002
- Takes and serves Food and Beverage orders according to prescribed standards of service.
- Great guests and make them feel comfortable.
- Learn menu items and be able to describe them appropriately to guests.
- Take beverage and food orders.
- Deliver beverages and food in a timely manner.
- Check-in with guests to ensure that everything is going well.
- Clear dirty dishes from table.
- Refill beverages throughout the meal.
- Deliver guest’s bill and thank them for dining at the restaurant.
- Work with other servers and be a team player.
Stock Clerk
Lam-Hai Seafood Restaurant
09.2000 - 06.2001
- Receives, stores, issues, and inventories F & B disposable and equipment used by the kitchen staff
- Prepares monthly marketing and payables of the company
- Prepares and inputs receipts for BIR at the same time purchased the items needed in the company.
Education
Bachelor of Science in Hotel & Restaurant Management - Hospitality Administration And Management
University of San-Jose Recoletos
Cebu City, Phils 06.1996 - 05.1999
Secondary -
University of Southern Philippines
Lahug, Cebu City Phils 06.1992 - 03.1995
Elementary -
University of Southern Philippines
Lahug, Cebu City Phils 06.1986 - 03.1992
Skills
Time Management
Team Supervision
Customer Service
Relationship Building
Management Abilities
Communication Skills
Operational Knowledge
Cost Control
Staff Development
Decision-Making
Placeofbirth
Cebu City, Phils.
Weight
59kgs
Numberofchildren
3
Skills
Computer literate: Opera System, Amadeus / Starlight System, Fidelio System
Achievement's/Seminars
- Financial Aspects of Housekeeping, Maribago Blue Water, 10/10/2023
- Health and Safety, Holiday Inn, 08/25/2023
- Personality Assessment and Teambuilding Program, Holiday Inn Cebu City, 06/27/2023
- Re- Inventing Cleaning Process of the Housekeeping Industry, Cebu Parklane International Hotel, 03/28/2023
- Virtual In Company Trainers Training, PHILIPPINE CHAMBER OF COMMERCE AND INDUSTRY, INC., 07/21/2020
- Infection Control Training, Maayo Medical, 12/27/2019
- Workplace Safety, 12/2019
- Procedures on Handling Guest Complaint, 11/2019
- Leadership Skills Training, 09/2019
- Basic Food Nutrition, 09/2019
- Mabuhay Awardee (Philippines), Bellevue Hotel Manila, 11/2018
- Leadership Grit Workshop, Maayo Hotel, 06/26/2018
- TESDA NC2 Certification, Maayo Hotel, 05/2018
- Leading in the Age of Disruption, Maayo Hotel, 04/24/2018
- Certificate of Appreciation, Quest Hotel & Conference Center, 12/05/2016
- Leadership Training, Quest Hotel & Conference Center, 11/21/2016
- Task Force Team, Crimson Boracay Resort & Spa, 10/2016
- Performance Development Review Training, Quest Hotel & Conference Center, 06/23/2016
- Bomb threat Awareness Training, 02/29/2016
- World Class Customer Service, 12/10/2015
- Trainers Certificate Program, Philippine Society of Training & Development, 05/22/2015
- Handling Guestroom Losses, Quest Hotel & Conference Center, 03/25/2015
- Personality Development, Quest Hotel & Conference Center, 08/22/2014
- Handling Employees Discipline, Quest Hotel & Conference Center, 2014
- Lost In Translation, Quest Hotel & Conference Center, 04/29/2014
- Service Excellence Training, Quest Hotel & Conference Center, 02/14/2012
- Leadership Training, Quest Hotel & Conference Center
- Pre-opening Team, Quest Hotel & Conference Center, 10/2011
- Certificate of Appreciation, Hilton Cebu Resort & Spa, 03/14/2011
- Business Writing, Engagement MAP, 03/18/2011
- First Aid & Basic Life Support Course, Hilton Cebu Resort & Spa, 10/18/2011
- Certificate of Recognition, Hilton Cebu Resort & Spa, 06/25/2010
- Spirit of Hilton Award, Hilton Worldwide, 06/2010
- Journey Ambassador, Hilton Cebu Resort & Spa, 06/2010-03/2011
- Employee of the Year (Nominee), (Hilton Cebu Resort & Spa), 2009
- Team Leader of the Quarter Award (3rd Quarter), Hilton Cebu Resort & Spa, 10/26/2009
- Certificate of Recognition, Hilton Cebu Resort & Spa, 08/28/2009
- Leadership @ Hilton 1, Hilton Cebu Resort & Spa, 04/2008-08/2008
- Hilton Committee Exchange, Hilton Cebu Resort & Spa, 08/2007-08/2008
- Principles of Supervision Program, Hilton Cebu Resort & Spa, 09/15/2006
- Brand Service Standards, Hilton Cebu Resort & Spa, 02/18/2005
- Pre-opening Training Program, Hilton Cebu Resort & Spa, 02/07/2005
Personal Information
- Date of Birth: 07/01/1979
- Gender: Female
- Marital Status: Separated
- Religion: Roman Catholic
Languages
English
Bilingual or Proficient (C2)
Tagalog
Bilingual or Proficient (C2)
Cebuano
Bilingual or Proficient (C2)
Timeline
Group Operations Manager
Maayo Leisure Group
11.2023 - Current
Executive Housekeeper
Holiday Inn an IHG and Hop Inn Hotel
03.2022 - 11.2023
Operations Manager
Maayo Hotel & Resorts
02.2021 - 11.2021
Executive Housekeeper
Maayo Hotel & Resorts & Medical Centre
02.2017 - 01.2021
Executive Housekeeper
Quest Hotel & Conference Center
06.2016 - 01.2018
Asst. Executive Housekeeper
Quest Hotel & Conference Center
10.2011 - 06.2016
Duty Manager
Hilton Cebu Resorts and Spa
06.2010 - 03.2011
Housekeeping Floor Supervisor
Hilton Cebu Resort & Spa
04.2006 - 06.2010
Housekeeping Coordinator
Hilton Cebu Resort & Spa Phils.
12.2004 - 04.2006
Desk Coordinator
Hilton Dubai Jumeirah
11.2002 - 04.2004
Bus Girl/Waitress
Hilton Dubai Jumeirah
03.2002 - 11.2002
Stock Clerk
Lam-Hai Seafood Restaurant
09.2000 - 06.2001
Bachelor of Science in Hotel & Restaurant Management - Hospitality Administration And Management
University of San-Jose Recoletos
06.1996 - 05.1999
Secondary -
University of Southern Philippines
06.1992 - 03.1995
Elementary -
University of Southern Philippines
06.1986 - 03.1992
Duty Manager
Moveinpick Resort and Spa
4 2011 - 10.2011
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