Nerilyn (Len) Caluza
Assistant Front Office Manager
Lapu Lapu
Summary
Smoothly oversee front offices with strong leadership and team management abilities focused on delivering unparalleled support to staff and customers. Collaborate with team members to direct efficient operations based on trust and open communication. Performance-oriented and well-organized manager with in-depth understanding of financial and operational processes.
Overview
8
8
years of professional experience
7
7
Certifications
Work History
Assistant Front Office Manager
Marriott International
12.2022 - Current
- Maintained confidentiality of sensitive information pertaining to guests, employees, or hotel operations.
- Ensured accurate billing procedures were followed consistently by front desk staff members.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Resolved conflicts between guests or staff members in a professional manner to maintain a positive work environment.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Spearheaded initiatives that improved overall communication between different departments within the hotel property.
- Increased repeat business through personalized guest interactions and exceptional service delivery.
- Contributed towards achieving budgetary targets set by senior management through effective cost control measures.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Recommended strong business plans, operational decisions and financial processes to support business sustainability.
- Drafted employee work schedules to fill coverage gaps.
- Encouraged and mentored employees to boost performance and remove process inefficiencies.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
Loyalty Manager/Duty Manager
Marriott International
06.2022 - 12.2022
- Monitored key performance indicators to evaluate program efficacy and inform ongoing optimization efforts.
- Coordinated special events and exclusive experiences to foster deeper connections between customers and the brand.
- Spearheaded partnership development efforts aimed at expanding the reach of existing programs while remaining focused on core objectives.
- Drove incremental revenue through targeted upsell initiatives designed specifically for high-value customers.
Front Office Supervisor
Marriott International
09.2021 - 06.2022
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Coordinated with other departments to resolve any guest issues promptly, ensuring a seamless guest experience from arrival to departure.
- Assisted guests with special requests, demonstrating excellent problem-solving skills and a commitment to customer satisfaction.
- Contributed valuable insights during management meetings, ultimately influencing hotel policies and procedures for better guest satisfaction.
- Achieved high-quality service by maintaining open communication channels among team members.
- Ensured compliance with all relevant local regulations regarding hotel operations and safety protocols.
- Promoted positive work environment by fostering teamwork among front office staff members.
Front Office Agent
Marriott International
06.2016 - 09.2021
- Achieved higher occupancy rates with proactive room inventory management.
- Maintained a high level of guest service, resulting in positive online reviews and repeat business.
- Enhanced guest satisfaction by providing efficient check-in and check-out processes.
- Addressed maintenance issues promptly, ensuring minimal disruption to guests'' stays.
Education
Bachelor of Science - Hotel And Restaurant Management
St. Paul University
Quezon City 04.2001 -
Skills
Microsoft Office Suite
Certification
LODGE Workshop (Kuala Lumpur)
Timeline
Assistant Front Office Manager
Marriott International
12.2022 - Current
Loyalty Manager/Duty Manager
Marriott International
06.2022 - 12.2022
Front Office Supervisor
Marriott International
09.2021 - 06.2022
Front Office Agent
Marriott International
06.2016 - 09.2021
Bachelor of Science - Hotel And Restaurant Management
St. Paul University
04.2001 -
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