Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Ralph Rean Flores

Ralph Rean Flores

Pasig

Summary


Professional with extensive experience in hospitality management, prepared to lead front office operations effectively. Adept at enhancing guest experiences and optimizing workflow efficiency. Reliable team collaborator focused on achieving exceptional results and adapting to dynamic situations with ease.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Front Office Supervisor

Estancia De Lorenzo
06.2024 - Current
  • Supervised front office operations, ensuring efficient guest check-in and check-out processes.
  • Monitored daily activities to ensure compliance with hotel policies and procedures.
  • Analyzed guest feedback to identify areas for service improvement and operational efficiency.
  • Implemented training programs to enhance staff performance and service quality.
  • Coordinated communication between departments to resolve guest inquiries promptly.
  • Developed and maintained standard operating procedures for front desk operations.
  • Handling Guest Complaints
  • Led team meetings to discuss objectives, address challenges, and foster collaboration among staff.


House Manager

The Henry Hotel Manila, / Henry Suites MiraNila
02.2022 - 06.2024
  • Managed and supervised household staff, including Front Office, housekeeping
  • handling guest complaints
  • Including timekeeping, schedule, and staff Concerns.
  • Ensure the Maintenance of the hotel
  • Coordinate household events and oversee guest accommodations and hospitality
  • Maintain confidentiality and discretion when handling sensitive household matters.
  • Covering needed shift
  • Managing Revenue and Expenses
  • Provide a high level of service to the homeowners and ensure their needs and preferences are met.
  • Oversaw inventory management, optimizing supply levels for operational efficiency.
  • Trained and mentored staff on service excellence and hotel protocols.
  • Collaborated with department heads to align operational goals with overall hotel strategy.

Front Office Task Force and Trainer

The Henry Hotel & Resorts
01.2019 - 06.2024
  • Training the Pioneer team to a newly opened Henry Hotel & Resort
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Streamlined onboarding process, reducing new hire ramp-up time.

Front Office Supervisor

The Henry Hotel Manila
08.2019 - 08.2022
  • Attended regular Front Office briefings, conveying relevant information to the crew, such as priorities and targets.
  • Assisted in rostering all staff shifts, as well as managing staff absences and holidays.
  • Acted as brand ambassador promoting a helpful, professional image to guests and staff.
  • Used suggestive selling techniques to lock in customer bookings.
  • Monitored and assessed lobby areas, communicating with housekeeping staff when cleaning was required.
  • Personally tended to VIP guest arrivals.
  • Monitored operations to ensure staff carried out their roles according to individual job descriptions.

Front Office Team Leader

The Henry Hotel Manila
08.2016 - 08.2019
  • Ensuring the team provides a like-no-other service to our guest
  • Checked In and Check out Process
  • Collaborated with team members to achieve target results.
  • Handled customer concerns and escalated major issues to supervisor.
  • Promoted safe working environment by implementing regulatory standards, policies and guidelines.

Front Office Associate

The Henry Hotel Manila
10.2016 - 08.2018
  • Greeted and assisted guests, ensuring exceptional customer service and satisfaction.
  • Managed front desk operations, including check-ins, check-outs, and reservations.
  • Handled guest inquiries and complaints with professionalism and efficiency.
  • Maintained accurate records of guest transactions and room assignments.
  • Collaborated with housekeeping to ensure timely room readiness for guests.
  • Processed payments and managed billing inquiries accurately.
  • Managed reservation system, accurately inputting bookings and managing cancellations or changes.
  • Answered calls to take messages or redirect calls to appropriate colleagues.

Concierge/Bellman

The Henry Hotel Manila
12.2015 - 10.2016
  • Coordinated guest services, ensuring seamless experiences during arrivals and departures.
  • Managed reservations and special requests, enhancing guest satisfaction through personalized attention.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Managing Guest Luggage's
  • Providing information, arranging transportation, and ensuring a comfortable and welcoming experience
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Ocular's with guest

Concierge/Bellman

Microtel Inn & Suite by Wyndham Up Techno hub
04.2014 - 07.2015
  • Coordinated guest services, ensuring seamless experiences during arrivals and departures.
  • Managed reservations and special requests, enhancing guest satisfaction through personalized attention.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Managing Guest Luggage's
  • Providing information, arranging transportation, and ensuring a comfortable and welcoming experience
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Ocular's with guest

Concierge

Eastwood Richmonde Hotel
07.2013 - 01.2014
  • Coordinated guest services, ensuring seamless experiences during arrivals and departures.
  • Managed reservations and special requests, enhancing guest satisfaction through personalized attention.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Managing Guest Luggage's
  • Providing information, arranging transportation, and ensuring a comfortable and welcoming experience
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Ocular's with guest


Bellman

Pearl Garden Hotel
08.2011 - 09.2012
  • Assisted guests with luggage, ensuring prompt and courteous service.
  • Coordinated transportation arrangements for guests, enhancing overall experience.
  • Provided information on hotel services and local attractions, fostering guest engagement.
  • Escorted guests to assigned rooms and transported luggage.

Education

Bachelor of Science in Commerce - Major in Tourism Management

Far Eastern University
01.2010

Skills

  • Technological Expertise
  • Activity Supervision
  • Facility Oversight
  • Employee Scheduling
  • Computer Literate
  • Have knowledge of Spanish and Japanese
  • Have knowledge in Opera Property Management System
  • Have a knowledge in Symphony Management System
  • Have a knowledge in Hotelogix Management System
  • Have a knowledge in Cloudbeds Management System
  • Knowledgeable in Driving

Accomplishments

  • Tourism Management Society General Assemble – “FULFILLING THE LEGACY FROM WITHIN” with Guest Speaker Senator Dick Gordon
  • Housekeeping Operations the Power of Service Excellence
  • A Symposium for Medical Tourism
  • SBMA Basic Hotel Operations Seminar
  • E.S.E.P (Educational Store Exposure Program) 10/2016 -08/2018
  • S.P.A.R.K.L.E.A.R.N.I.N.G Online Series Old but Gold!
  • Butler Like No Other

Certification

  • Butler Like No Other - Trained to be a Butler.
  • Red Cross - Standard First Aid and Basic Life Support – Cardiopulmonary Resuscitation with Automated External Defibrillator

Timeline

Front Office Supervisor

Estancia De Lorenzo
06.2024 - Current

House Manager

The Henry Hotel Manila, / Henry Suites MiraNila
02.2022 - 06.2024

Front Office Supervisor

The Henry Hotel Manila
08.2019 - 08.2022

Front Office Task Force and Trainer

The Henry Hotel & Resorts
01.2019 - 06.2024

Front Office Associate

The Henry Hotel Manila
10.2016 - 08.2018

Front Office Team Leader

The Henry Hotel Manila
08.2016 - 08.2019

Concierge/Bellman

The Henry Hotel Manila
12.2015 - 10.2016

Concierge/Bellman

Microtel Inn & Suite by Wyndham Up Techno hub
04.2014 - 07.2015

Concierge

Eastwood Richmonde Hotel
07.2013 - 01.2014

Bellman

Pearl Garden Hotel
08.2011 - 09.2012

Bachelor of Science in Commerce - Major in Tourism Management

Far Eastern University

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Ralph Rean Flores