Therese Patricia Montines
Antipolo City, Province Of Rizal
Summary
Results-driven professional with a strong customer service background in Hospitality industry and team leadership including 7 years working onboard International cruise ships and 4 years working guest services in hotel industry in Philippines. Experienced in ensuring ADA compliance and managing complex events, ready to leverage skills to enhance operational efficiency and guest satisfaction.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Group Service Coordinator and Access Officer
Norwegian Cruise Line
Miami Florida
08.2018 - Current
- Plan and organize current and future events onboard the ship.
- Also known onboard as the Access officer. Person in-charge to ensure the company is in compliance with ADA law. main point of contact of any person with special needs.
- handle groups onboard ship that holds conference meetings, Charter cruise, weddings/Vow renewal, private cocktail parties and band performances.
- assist Guest services team in answering inquiries and resolve matter to maintain guest satisfaction.
- takes care of resolving package or amenities issues encountered onboard the ship.
Guest Services Associate - Front Office
Discovery Suites
Ortigas Center, Pasig City
02.2017 - 08.2018
- Managed front desk operations, ensuring smooth guest check-in and check-out processes.
- Coordinated reservations, optimizing occupancy rates and enhancing customer satisfaction.
- Answer calls for requests and inquiries from in-house guests and from outside line
Telephone Operator- Front Office
Discovery Suites
Ortigas Center Pasig City
03.2015 - 01.2017
- Managed multi-line phone system to efficiently handle incoming and outgoing calls.
- Provided exceptional customer service by addressing guest inquiries and resolving issues promptly.
- Do room blockings/rooms controller
- Assist in making last minute reservations/bookings
Education
Hotel And Restaurant Management
Asian School of Hospitality Arts
Antipolo City, Province Of Rizal, Philippines03-2014
Skills
- Proficient skills in using computer software such as Microsoft offices (MS word, Powerpoint, Excel)
- Good written and verbal communication skills uses proper grammar and have a good speaking voice
- has Team leadership and can be relied on when given a certain task
- Flexible to different situations and has the ability to multi-task
- uses one's creativity to produce the best results
- has great customer service skills
- Attentive to details
- fluent in English both in written and verbal
Accomplishments
- Graduated as Magna cum laude, GRP: 1.75 - 1.00
- Received Plaque of recognition for 5 years of service with Norwegian cruiselines, Year 2023
- Vacation Hero (staff of the month), Year 2023
- Got promoted on 3 positions in 1 contract, Year 2022 - 2023
- Vacation Hero (staff of the month), Year 2019 (First contract)
- Recognition for being the most commended employee, August 2017
- Recognition for being the most commended employee, December 2017
- Featured in Philippine Daily inquirer on July 1, 2014 newspaper issue
- Certificate of Participation in the skills Olympics culinary category, Year 2013
- Certificate of Recognition in Exemplary performance in English 4, Year 2012
- Miss Lakambini winner, (beauty pageant), Year 2011
- Academic citation in English II in recognition of Academic excellence, Year 2011
- Academic citation in History in recognition of Academic excellence, Year 2011
- Second year college Top 2 in Class, GRP: 1.25, Year 2011
- Academic distinction in Highschool, Year 2009
Certification
- Certificate of Basic Safety Training with COP
- Certificate of Crowd Management Training
- Certificate in Safety and Security awareness Training
Languages
English
Advanced (C1)
Spanish
Beginner (A1)
Timeline
Group Service Coordinator and Access Officer
Norwegian Cruise Line
08.2018 - Current
Guest Services Associate - Front Office
Discovery Suites
02.2017 - 08.2018
Telephone Operator- Front Office
Discovery Suites
03.2015 - 01.2017
Hotel And Restaurant Management
Asian School of Hospitality Arts