Sales Customer Service

FRANCIS SERRANO

Pasig City, Philippines

Mobile: 095********

Phone: 6375223

Email: *************@*****.***

Objective:

Passionate, committed and goal oriented professional with years of job experience in customer service and sales. Highlights of Qualifications:

• Trains and lead the reservations team of the hotel

• Consistently receives commendations given by various guests/ clients encountered.

• Proven to deliver positive results even working under pressure

• Highly recommended by the department in facing important guests/clients

• Very good listening skills /ability to anticipate business needs.

• Proficiently managed guest expectations to ensure optimal satisfaction.

• Well-experienced in dealing and politely communicating with different races

• Excellent skills in communication (written/oral) and presentation

• Top seller of The Bayleaf’s SR9 Membership

• Nominee for Mabuhay Awards 2013

Work Experience:

July 2016 – July 2017 THE BAYLEAF INTRAMUROS

Sales and Marketing Department – Reservations OIC/ Assistant Manager

• Trains and lead the reservations team

• Conducts business reviews and ensure competitiveness of the hotel in terms of pricing and availability

• Monitors year on year growth of the hotel in terms of room nights and revenue.

• Manages all online channels of the hotel

March 2013- June 2016 THE BAYLEAF INTRAMUROS HOTEL Sales and Marketing Department- Reservations Supervisor

• Oversee revenue management and implement strategies to maximize hotel revenue.

• Closely coordinates with department heads to ensure guest satisfaction

• Attends queries from guests through Emails/Phone Calls.

• Develop and lead high performance of the team.

• Managed all reservations of the Hotel.

July 4, 2011- March 2013 THE BAYLEAF INTRAMUROS HOTEL Sales and Marketing Department- Reservations Officer

• Managed all reservations of the Hotel.

• Deals with the client directly and attend their queries.

• Managed Online Travel Agencies (OTA).

March 23, 2011 – June 2011 CITY GARDEN HOTEL MAKATI Front Office Department

• Reservation Associate

• Responsible for checking-in and checking out of the guests.

• Front Desk Cashier

FRANCIS MANALO SERRANO

Page 2

June 2008 –Jan. 2011

MANILA GRAND OPERA HOTEL AND CASINO

Front Office Department- Concierge

• Responsible in providing the most efficient service and courteous assistance to all hotel clients and guests, at all times

• Responds to inquiries of the guests with accurate information regarding hotel services.

• Makes arrangements for the services needed by the guest.

• Parking and retrieving of guest automobile from car lots. Dec. 2007-Feb.2008 PAN PACIFIC HOTEL MANILA (OJT)

Human Resources and Housekeeping Team

• Responsible in taking good care of the customers’ needs, maintaining sanitation, and in providing customers the best service they deserve

• Provide customers with quality service in a timely and friendly manner.

• Completed 600 hours of internship.

Education:

• 2004-2008 ASIAN COLLEGE OF SCIENCE AND TECHNOLOGY Bachelor of Science in Hotel and Restaurant Management. 2000- 2004 MAGINAO CRUZ NA DAAN HIGH SCHOOL

• High School Diploma

Personal Profile:

Date of Birth: January 22, 1988

Place of Birth: Bulacan

Civil Status: Married

Religion: Roman Catholic

Nationality: Filipino

Height: 5’8”’

Weight: 70 kilograms

Character Reference:

Mr. Ed Vitug Ms. Maribeth Dar Ms. Kristine Esguerra General Manager Director,Sales and Marketing HR OIC The Bayleaf Intramuros The Bayleaf Intramuros The Bayleaf Intramuros Intramuros Manila Intramuros Manila Intramuros Manila

(02) 3185000 loc 7401 (02) 3185000 loc 7414 (02) 3185000 loc 7422

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