Hi, I’m
Suzane Gutierrez Garcia
Hotelier
Paranaque
Summary
A resilient systematic hotelier with seventeen years of Customer Service and Hotel Operations experience. Successful at Front Office and Rooms operations, developing people and providing comprehensive plans in alignment with Five Star Standards and specifications. Proficient in implementation of full operations management on Hospitality Sector.
Overview
18
years of professional experience
Work History
Freelance Metro Manila
Consultant Manager
06.2023 - Current
Job overview
- Directed and coordinated policy and procedure according to its standards.
- Conducted market research, using surveys, focus groups and by performing personal interviews depending on clients requirements.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Set aggressive targets to clients in able to drive company success and strengthen motivation.
- Established performance goals for clients and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Launched quality assurance practices for each phase of development
- Designed new projects with timelines, budgets and scope of work plans.
Hyatt Regency City Of Dreams Manila Paranaque
Club Lounge Manager and World of Hyatt Specialist
06.2018 - 05.2023
Job overview
- Encouraging and supporting team of associates in their day-to-day duties and responsibilities.
- Conducting trainings for FO, F&B and other associates and staff members through simulation, activities and creating a course and training plan.
- Maintaining hotel's high scores in Hysat (Online Guest Survey Satisfaction) and monitoring Tripadvisor, Booking.com, Expedia.com and other relevant platforms.
- Ensuring that we are applying HACCP at all times, checking that food quality is up to standard and that all items are properly labeled.
- Managing KPI, PNL and doing SWOT analysis for improvement.
- Responsible to provide VIP reports to all concerned departments.
- Oversees check in, cashiering and check out for VIP guests, including allocation of rooms and suites for VIPs, inspection of rooms prior to check-in, escorting VIP guests to and from their suites, handling special amenities and provisions for VIP guests, and creating itinerary based on guest interests.
- Responsible for creating special requests such of Honeymoon, Proposals or special occasion set ups, where applicable.
- Handling Loyalty Program & Frequent Flier Program.
- Enrolling new guests and ensuring that they are updated with all perks and promotions.
- Kept alcoholic beverages well-stocked and organized to meet expected demands.
- Improved customer service rankings by resolving issues quickly and accurately.
- Recruited, hired and trained staff on bar practices, customer service standards, and productivity strategies, providing 70% improvement over prior onboarding process.
- Created effective employee schedules maintaining coverage at peak times and minimizing labor costs.
- Designed special drink and cocktail offerings on monthly basis as part of seasonal offerings.
- Adhered to state laws regarding alcoholic beverage services and customer regulations.
- Implemented effective inventory control systems to reduce food spoilage and waste.
- Verified prepared food met standards for quality and quantity before serving to customers.
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly.
- Inspected equipment and machinery for proper working condition and directed staff to clean and repair as needed.
Hyatt City Of Dreams Manila -Pre Opening Paranaque
Assistant Manager, Front Office and World of Hyatt Specialist
06.2014 - 06.2018
Job overview
- Ensuring cleanliness of the lobby and always applying highest form of standards.
- Tracking all lost and found.
- Managing Hyatt's Loyatly Program.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Followed all company policies and procedures to deliver quality work.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Reviewed sales and gross profit report to assess company efficiency.
- Attended and providing training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Mentored team members to enhance professional development and accountability in workplace.
- Built and managed relationships with key clients and partners to drive growth.
- Monitored security to protect employees, customers and property.
- Maintained current understanding of market conditions, compliance standards and best practices.
Sofitel Luxury Hotel, Dubai Marina The Walk JBR Pre- OpeningDubai
Club Millesime Supervisor
03.2012 - 10.2012
Job overview
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintaining and aiming high with our scores in Olakala (Online Guest Survey Satisfaction) and monitoring Tripadvisor, Booking.com, Expedia.com etc.
- Oversees and conducts check in, cashiering and check out for VIP guests, including allocation of rooms and suites for the VIPs, inspection of rooms prior to check-in, escorting VIP guests to and from their suites, handling special amenities and provisions for VIP guests, and creating an itinerary based on the guest interests.
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Making reservations and bookings through travel agencies, restaurants, events and airlines.
- Coordinating with Room service, Reservations, Chefs and Housekeeping in terms of guest special needs, preferences and requests.
- Personalized service with our VIP's and guests.
- Making itinerary based from the guest interests.
- Handling letters of awareness regarding hotel information and promotions.
- Conducting, controlling inventories and assuring to minimize all the costs and lost.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Solicited customer feedback to identify and improve on areas of weakness.
Sofitel Luxury Hotel, Dubai Marina The Walk Pre- Opening Dubai
Guest Service Officer/ Guest Relation Officer
10.2009 - 02.2012
Job overview
- Doing check in, cashiering and check out for VIP guests
- Escorting VIP guests to their suites
- Handling guest complaints, entertaining guest feedback, suggestions and comments
- Sending amenities or special needs to VIP guests
- Making reservations and booking through travel agencies, restaurants, events and airlines
- Coordinating with Room service, Reservations and Housekeeping
- Personalized service with our VIP's and guests
- Monitoring and answering guest query via email, fax and telephone calls
- Night Auditing
- Handling attendance, trainings and schedules
- Handling letters of awareness regarding hotel information and promotions
- Researching, studying and analyzing guest customs and habits
- Maintaining good relationship with our guests
- Giving instructions and directions to our team butlers
- Conducting inventories.
Oriental Palace Hotel Apartments, Fish Roundabout, Omar Bin Al Khattab Road Opposite of Claridge Hotel UAEDubai
Guest Service Officer
01.2009 - 10.2009
Job overview
- In-charge with the check-in and check-out of the guests
- Doing invoice and settling their balances or accounts.
- Handling guest complaints.
- Answering incoming calls, emails and fax.
- Making booking/reservation for the guests for the rooms and different tour destinations.
- Auditing daily sales summary.
- Dealing with different Companies and Travel Agencies
BF Homes Paranaque
Operations Manager
09.2007 - 01.2009
Job overview
- Handling Product Inventory.
- Handling Customers Concern and Suggestions.
- Auditing Sales.
- Making Sales Report and reporting directly to the CEO.
- Handling Payrolls and Implementing Rules and Regulations.
- Answering incoming calls, complains, inquiries and reservations.
- Managing staffers their concerns and performance.
- Dealing with monthly utilities.
- Negotiating with suppliers regarding rates, new offers and discounts.
- Handling attendance and schedules.
- Making a Marketing Plan with Timetable and creative output.
Union Inks and Graphics Philippines IncParanaque
Account Executive
02.2007 - 08.2007
Job overview
- Dealing with clients and assuring that we can cater their needs
- Building a long-term relationship with my clients and retention.
- Accommodating client's opinion and suggestions and aim to meet their expectation by means of compromising.
Rabbit AdvertisingQuezon City
Account Executive
05.2006 - 12.2006
Job overview
- Making appointments and presentation.
- Dealing with clients requirements.
- Ensuring clients satisfaction and retention.
Education
Assumption CollegeMakati City
Bachelor of Communication from Advertising
06.2002 - 2006.05
Skills
*Operational planning and Staff Management
undefinedAvailability
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Timeline
Consultant Manager
Freelance
06.2023 - Current
Club Lounge Manager and World of Hyatt Specialist
Hyatt Regency City Of Dreams Manila
06.2018 - 05.2023
Assistant Manager, Front Office and World of Hyatt Specialist
Hyatt City Of Dreams Manila -Pre Opening
06.2014 - 06.2018
Club Millesime Supervisor
Sofitel Luxury Hotel, Dubai Marina The Walk JBR Pre- Opening
03.2012 - 10.2012
Guest Service Officer/ Guest Relation Officer
Sofitel Luxury Hotel, Dubai Marina The Walk Pre- Opening
10.2009 - 02.2012
Guest Service Officer
Oriental Palace Hotel Apartments, Fish Roundabout, Omar Bin Al Khattab Road Opposite of Claridge Hotel UAE
01.2009 - 10.2009
Operations Manager
BF Homes Paranaque
09.2007 - 01.2009
Account Executive
Union Inks and Graphics Philippines Inc
02.2007 - 08.2007
Account Executive
Rabbit Advertising
05.2006 - 12.2006
Assumption College
Bachelor of Communication from Advertising
06.2002 - 2006.05
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