Sharmaine Rae Suarez
Assistant Guest Service Manager
Quezon City,NCR
Summary
Experienced with Guest Services management, focusing on enhancing guest satisfaction through effective service delivery. Utilizes strong communication and organizational skills to ensure seamless operations and positive guest interactions. Track record of fostering collaborative team environment and adapting to changing service needs.
Overview
13
13
years of professional experience
Work History
Assistant Guest Service Manager
The Ascott Limited - Ascott Makati Inc.
Makati City
03.2023 - 10.2023
- Directly worked with the Guest Service Manager to ensure rates were accurate and monitored daily.
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Increased repeat business by fostering positive relationships with guests through attentive service and follow-up communication.
- Established partnerships with local businesses to enhance guest amenities such as transportation options or activity discounts.
- Assisted in managing room inventory, maximizing occupancy during peak seasons without overbooking.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Reviewed daily reports generated by the Night Auditor for accuracy, identifying discrepancies or issues that required attention from other departments or managers.
- · Monitored and sent monthly Anomaly Report to Control Assurance Department
- · Addressed performance / role retraining for Guest Service Agents and Officers through coaching and/or disciplinary actions.
- · Displayed a pro-active and leading role in terms of service, culture, development and team image, systems, procedures and skill development.
- Trained new team members on company policies, customer service standards, and software systems to maintain consistent service levels.
- Supported sales efforts by conducting tours for potential clients, highlighting property features that met their unique needs.
- Streamlined check-in process to decrease wait times and increase customer satisfaction.
Guest Service Supervisor
The Ascott Limited - Citadines Millennium Ortigas
Pasig City
02.2017 - 09.2018
- Conducted regular team meetings, fostering a positive work environment and open communication among staff members.
- Mentored junior staff members on company policies and best practices leading to consistent levels of high-quality service delivery.
- Developed strategies to consistently exceed guest expectations while maintaining cost-effectiveness of services provided.
- Maintained accurate records of all guest interactions for better understanding of trends and patterns in customer behavior.
- Increased repeat business with exceptional customer service and personalized attention.
- Spearheaded initiatives to address guest feedback, resulting in continuous improvements in service quality.
- Coordinated with maintenance teams to promptly resolve any reported issues affecting guest comfort or safety.
- Provided backup support for other departments when necessary which resulted in seamless guest experiences across all areas of the hotel.
- Oversaw front desk operations, ensuring accuracy in reservations, billing procedures, and information updates.
- Trained junior team members in customer service strategies and property policies.
- Maintained up-to-date knowledge of products and services offered.
- Monitored team performance to confirm customer service standards were consistently met.
- Supported team members by offering constructive feedback and coaching as needed.
Sales Representative
Pelican Executive Suites
02.2016 - 08.2016
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
Guest Service Supervisor
Dusit Thani Manila
Makati City
01.2011 - 02.2016
- Oversaw front desk operations, ensuring accuracy in reservations, billing procedures, and information updates.
- Mentored junior staff members on company policies and best practices leading to consistent levels of high-quality service delivery.
- Increased repeat business with exceptional customer service and personalized attention.
- Spearheaded initiatives to address guest feedback, resulting in continuous improvements in service quality.
- Coordinated with Housekeeping and Engineering Departments to promptly resolve any reported issues affecting guest comfort or safety.
- Provided backup support for other departments when necessary which resulted in seamless guest experiences across all areas of the hotel.
- Implemented new training programs to enhance employee performance and improve overall guest experience.
- Set and managed policies for concierge services and guest relations.
Education
Bachelor of Science - Tourism
University of Santo Tomas
España, Manila City 04.2001 -
Skills
Staff training and development
undefinedTimeline
Assistant Guest Service Manager
The Ascott Limited - Ascott Makati Inc.
03.2023 - 10.2023
Guest Service Supervisor
The Ascott Limited - Citadines Millennium Ortigas
02.2017 - 09.2018
Sales Representative
Pelican Executive Suites
02.2016 - 08.2016
Guest Service Supervisor
Dusit Thani Manila
01.2011 - 02.2016
Bachelor of Science - Tourism
University of Santo Tomas
04.2001 -
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