Sheena Belle Melegrito
Marriott International
Angeles City, Province Of Pampanga
1
Certification
5
years of professional experience
Tourism Management graduate (Summa Cum Laude) with over 3 years of experience in international five-star hotels, specializing in guest relations, front office operations, and luxury guest experiences. Proficient in OPERA PMS, RMS Cloud Hotel PMS, Marriott GXP (Guest Experience Platform), IRIS Solutions, and UniFocus Knowcross. Experienced in building lasting guest relationships, delivering exceptional VIP service, and driving revenue through strategic upselling and cross-selling. Skilled in complaint resolution, night auditing, billing, reservations, room management, concierge services, and professional telephone communication. Recognized for delivering personalized service, maintaining operational excellence, and exceeding guest satisfaction standards.
Work History
Guest Experience Expert
2 Years 3 Months- Proactively engaged with guests, anticipating needs to enrich their experience.
- Addressed guest complaints effectively, resulting in repeat visits.
- Assigned rooms to guests based on preferences, enhancing overall guest satisfaction.
- Enhanced service efficiency by coordinating tasks across departments to ensure timely responses to guest requests by utilizing GXP Sales Force and integrating departments such as Housekeeping and Engineering for optimal completion of service requests.
- Delivered exceptional customer service, resolving guest inquiries and complaints efficiently.
- Collaborated with cross-functional teams to enhance guest satisfaction through effective communication.
- Prepared for VIP and Elite arrivals, organizing amenities and tracking preferences for personalized service.
- Promoted room packages and upgrades, contributing to increased revenue through tailored guest experiences.
- Provided high-quality assistance via phone and in person, managing requests efficiently to meet guests' expectations.
- Promoted room packages, upgrades, and hotel promotions to boost revenue.
Guest Service Officer
1 Year 1 Month- Trained in Front Desk, Reservations, Concierge, Operator Service, and Night Audit functions to ensure seamless guest experiences.
- Primary tasks are check-in and check-out, cash handling, account balancing, creating and amending reservations, service request delegation, dispute resolution, and arranging transportation.
- Executed Income Audit Reports, Accounts Receivables, and Statement of Account for billing, while preparing Early Bird Reports and Average Daily Rate for management review.
- Conducted training sessions for newly hired front office agents to enhance their skills.
- Planned and executed events and activities for guests, enhancing service satisfaction and guest engagement.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Front Office Agent
2 Months- Managed front desk operations, including check-in and check-out.
- Provided personalized guest assistance, resolved complaints, and sold packages while reserving rooms for walk-in guests, enhancing guest satisfaction and increasing revenue opportunities.
- Assisted guests with check-in and check-out processes, ensuring a smooth arrival and departure experience.
- Managed reservations using hotel management software, optimizing room allocation for efficiency.
- Provided information about hotel amenities and local attractions, enhancing guest satisfaction and engagement.
Front Office Agent
1 Month- Implemented Event Planning, Event Operations, and Information Management Training strategies to enhance operational efficiency.
- Acquired knowledge of internationally recognized hospitality industry standards in Leadership Foundations, Front Office Professional, and Essential Public Health in Lodging (COVID-19) to ensure compliance and service excellence.
Restaurant Operations Overseer
3 Months- Managed reservations, welcomed guests, seated guests, and processed orders and payments to enhance customer experience.
- Utilized extensive menu knowledge to make recommendations and upsells, increasing overall sales.
- Handled inventory and performed stock counts alongside daily sales settlement procedures to ensure accurate reporting.
- Oversaw daily operations, ensuring efficient service delivery and customer satisfaction.
Education
Bachelor of Science - Tourism Management
- Summa Cum Laude
- Dean's List, [2018-2022]
Skills
Opera PMS & RMS Cloud
IRIS Mobile Dining
Knowcross Solutions
Financial reporting
Basic accounting
Microsoft Office
Concierge services
Analytical skills
Reservation management
Upselling strategies
Patience and composure
Exceptional communication
Certification
- Quality Service Management, 2022
- Hotel Management Suite; Front Office Procedures and Divisions, 2021
- Air Passenger Bill of Rights; Civil Aeronautics Board, 2019
- International Flight Stewarding, 2019
Timeline
Guest Experience Expert
Marriott International
04.2024 - CurrentRead More
Guest Service Officer
The Ascott Limited Philippines
08.2022 - 09.2023Read More
Front Office Agent
Holiday Inn - Internship
04.2022 - 06.2022Read More
Front Office Agent
Hospitality Institute of America - Philippines, Inc. - Internship
02.2022 - 03.2022Read More
Restaurant Operations Overseer
Samgyup On-The-Way Gerona
05.2021 - 08.2021Read More
Saint Louis University
Bachelor of Science from Tourism Management
Read More