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Customer Service Manager

Location:
Quezon City, National Capital Region, Philippines
Posted:
November 12, 2017

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MR. BAYANI L. CRISOSTOMO

**-* ******* ******, **** Faustina Village,

Tandang Sora, Quezon City, Philippines. 1125

Contact Nos.:

Globe : 0927-6790827 / 0916-6324167

PLDT : 02-4533220

Email : ac295j@r.postjobfree.com

HIGHLIGHTS OF QUALIFICATIONS

Responsibility and accountability for the efficient operation of the hotel. Ensures the hotel is operating efficiently and according to hotel policy. Assist the Front Office Director in development and leadership of the team which includes Organic and non-organic staffs such as, Front Office Supervisor, Front Office Agents, Concierge, Reservation and Transportation. DM ensures that employees provide excellent customer service at all times, also deals with Security and Management concerns.

Responsible for the supervision of locale operations per shift, specifically in the area of Guest Service which includes the reception/checking in of guests, checking out of guests, guest supplies and food and beverage services; implementation of all assigned tasks and projects, handling of all the Guest related requirements, implementation of all assigned cost control activities and allocation of cash funds. Also assists the Hotel Property Manager (HPM) in the day-to-day operation of the locale thru active participation in performance assessment and implementation of programs related to guest services.

Established a master procurement schedule for all owner supplied materials (OSM) using the master plan provided by the Owner’s Representative/ Project Manager per project.

Manage the master procurement schedule for all on-going projects as per delivery of items per lead time on site.

Manage delivery schedule for all items that will be delivered from local and international, delivery to the site assuring readiness of area storage for material transfer.

Monitor and supervise the activities and schedules of the suppliers/ contractors lead time and location of items delivery. Initiates, develops and implements solutions whenever problems arise related to the products purchased or to be purchased.

Certified Quality Auditor and QM Assessor, designed, developed, led to its certification and maintained ISO 9001:2008 Quality Management System of the company.

Quality Management Auditor for both Admin Departments and Hotel Operations. The following Admin Departments are Purchasing, Design & Engineering, ITD, HRD, Marketing, F&B Research Dept. and the Executive Office. For Hotel Operations are Room & Area Housekeeping Management, Guest Service Management, Stockroom/ Warehousing Management, Property Repairs & Maintenance Management and F&B Kitchen Management.

Assist in Conducted Training for ISO 9001:2008, Problem Solving Process Training, Internal Quality Audit Training, 5S Training.

Take part in Strategic Planning for Quality Department’s quality direction through a 5-year plan on Hotel Services;

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PROFESSIONAL EXPERIENCES

Knowledgeable in practical applications of Quality Best Practices such as Idea Generation Scheme, Quality Circle Teams, 5S, Pokayoke & Kaizen, Stop the Line

(Toyota Way).

Top-notch Exterior and Interior Designing with more than 10 years sound experiences in Hotel and Housing Development.

Project Architect on vertical and horizontal construction development projects.

Check and review contractors progress development corresponding to contract; manpower allocation, material allocation and project development vs. actual development on site.

Checking of site development for contractors billing requirement, Contract review and facilitation of reports for liquidated damages for delays on project lead time schedule.

Leads and facilitates bidding and awarding of construction and renovation projects.

With multi-disciplines on Management for Critical Performance Areas from Hotel Business Development, Property Sourcing, Setting up to Operation of new/ existing business units.

Unique combinations of Technical Critical Performance Areas from Sales and Marketing, Procurement and Inventory Management Control, Training and Organizational Empowerment, Public Relations to Product Research and Development.

Established Personal Relations with Major Business Establishment like LRTA for Brand and Product Exposure, the Locale Government and other institutions within the business area including application of all permits and annual filling needed for Operational Hotels (Business Permits, FSIC, EIC, MIC, etc).

Computer Savvy and very proficient in all MS Office Applications, Corel for graphic illustrations, video presentation, multi-media presentations including minor computer trouble shooting and installations.

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PROFESSIONAL EXPERIENCES

Hotel Duty Manager

Midas Hotel and Casino

2017 and at Present

Job Summary:

The basic duty and responsibility of the position is to contribute to the delivery of Excellent and Delightful Customer Service consistent with the company’s Vision, Mission, and Values, and the organization’s strategic objectives.

Duty Manager holds responsibility and accountability for the efficient operation of the hotel. Ensures the hotel is operating efficiently and according to hotel policy. Assist the Front Office Director in development and leadership of the team which includes Organic and non- organic staffs such as, Front Office Supervisor, Front Office Agents, Concierge, Reservation and Transportation. DM ensures that employees provide excellent customer service at all times, also deals with Security and Management concerns. Main Duties and Responsibilities:

Coordinate with departments to maintain proper front office functions and assist reception

Acts as Night Manager when needed and responsible for all other departments in the absence of their respective managers for the duration of the night time operation

Observe and monitor associate’s performance to make sure that company rules and procedures are being followed

Ensure all relevant reports as required by Management are completed accurately

Foster strong communication between all other departments

Inspect Hotel for cleanliness and appearance

Handle all complaints promptly and efficiently, ensuring follow up to determine the source of the complaint and resolution of the problem

Assist guests with queries, maintaining excellent service standards

Assigned duties to associates and schedule shifts Duties & Responsibilities:

In addition to the above enumerated duties and responsibilities, the incumbent is expected to deliver excellent and delightful customer service in any situation throughout Midas Hotel and Casino whether self-initiated or directed, or whenever the opportunity presents itself even if such action or service is not directly related to the incumbent’s core tasks and responsibilities as long as it is aligned and consistent with Hotel and Casino’s Vision, Mission and Values and improves customer service delivery. Responsible for the supervision of locale operations per shift, specifically in the area of Guest Service which includes the reception/ checking in of guests, checking out of guests, guest supplies and food and beverage services; implementation of all assigned tasks and projects, handling of all the Guest related requirements, implementation of all assigned cost control activities and allocation of cash funds. Also assists the Hotel Property Manager

(HPM) in the day-to-day operation of the locale thru active participation in performance assessment and implementation of programs related to guest services. blcrisostomo Page 4

Hotel Duty Manager

Hotel Paradis by Victoria Court

May 2015 to December 2016

Job Summary:

Responsible for the supervision of locale operations per shift, specifically in the area of Guest Service which includes the reception/ checking in of guests, checking out of guests, guest supplies and food and beverage services; implementation of all assigned tasks and projects, handling of all the Guest related requirements, implementation of all assigned cost control activities and allocation of cash funds. Also assists the Hotel Property Manager

(HPM) in the day-to-day operation of the locale thru active participation in performance assessment and implementation of programs related to guest services. Duties & Responsibilities:

I. GUEST SERVICES

Directly responsible for the satisfaction of the guests by ensuring available rooms for their use, quality personal care kits (PCK), delightful Guest service provided by the staff.

Implements all Guest service procedures and protocols including Corrective and Preventive Action Report (CPAR) and other control and monitoring procedures.

Recommends, develops and establishes systems and procedures to improve guest services.

Follows quality procedures to ensure that proper action is done on all guest related complaints and that the solution applied is the appropriate one.

Monitors and ensures the staff’s compliance to all company policies on guest services.

Implements Locale marketing activities as support to the Group-wide Marketing programs.

Keeps the HPM informed of all guest related activities

Ensures the completeness and safekeeping of all supplies and inventory of the locale, including its assets, guest supplies and similar properties.

Prepares and submits to the HPM a monthly analytical report on room statistics and other related reports with accomplishments.

Performs Public Relations (PR) and coordination with local government and inter- locale transactions and coordination.

II. CASH MANAGEMENT

Endorses to the accountant the local cash, checks and drafts as well as the daily record on bank account, receipts for cash deposits and check deposited or received.

Checks numerical sequence of all issued provisional and official receipts to Guest Service Specialist and checks accuracy of cashiers report.

Updates payments and receivable. Prepares list of outstanding receivables twice a month.

Replenishes petty cash fund at 50 % level.

Maintains the general fund, petty cash, tip sharing fund, employees’ fund and change fund. Assists authorized representatives, whether internal or external, upon request in surprise cash counts.

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PROFESSIONAL EXPERIENCES

Safeguards and controls cash, checks, records, stamps, postcards, and other printed hotel collaterals.

Prepares monthly reports on:

a. attendance / punctuality

b. securities

c. administrative/ accounting reports

III. FOOD AND BEVERAGES

Assists the HPM in implementing all F&B standards.

Regular inspection of the kitchen area and equipment. VI. SUPERVISION

Directs trains and motivates the positions under his supervision.

Prepares staff schedules.

Evaluates employees’ performance and conducts one-on-one with employees to maintain high motivation of staff by resolving their issues and concerns appropriately and timely.

Plans and implements training program of the staff under his supervision.

Facilitates monthly departmental meetings.

Ensures compliance to all Finance procedures

Monitors lost and found items and implements the policy.

Represents the Hotel in external organization meetings and seminars as assigned

Admin Assistant Manager

Red Planet Hotels Corporation

November 2012 to June 2013

Major Accomplishment

Provide a Master Procurement Schedule for all owner supplied materials (OSM) using the Master Plan provided by Project Manager per site. Also included are passenger elevators and STP (Sewer Treatment Plant) construction and installation.

Monitoring of Master Procurement Schedule for all on-going projects,

Develops the suppliers market by conducting interviews, validations and accreditation of suppliers and contractors. Sourcing of all owner supplied materials

(OSM) for all on-going projects.

Assess performance of suppliers/contractors in terms of quality, service, delivery and pricing.

Sourcing of forwarders and preparation of product list with estimate cost for item transfer for local and international importation.

Quality inspection of submitted sample items and report writing for comments and other recommendations.

Initiates and implements cost saving measures and practices economic buying at all times.

Contract writing and Letter of Award with specific amount and delivery lead time as per master procurement matrix schedule assuring that all items will be delivered by supplier as per contract requirement.

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PROFESSIONAL EXPERIENCES

Negotiates with suppliers/contractors to get the right quality of products/services at the lowest price at the required time. Performs comparative studies on supplier’s proposals in terms of scope, quality, price, service, warranties, payment terms and lead-time. Recommends the best proposal to the Owner’s Representative and International Top Management.

Monitoring of delivery schedule for all items that will be delivered from Bangkok to the Philippines, then delivery to the site assuring readiness of area storage for material transfer.

Quality and quantity checking inspection of all delivered items on site per packing list provided by the forwarding company.

Continuously conduct research and studies to improve quality and functionality of items/services required from time to time from local to international sources.

Manage the complete processing of Purchase Requisitions, Purchase Orders and prepares all requirements to ensure proper and timely payments to suppliers/contractors. Processing is monitored upon receiving of complete billing requirements from contractors/ suppliers.

Inventory management for all incoming and outgoing items. Provided a system for Inventory Management; updating of stock card for moving items, MRR or Material Receiving Reports and MIR Material Issuance Report documentation writing.

Assist the Owner’s Representative/ Project Manager in developing and maintaining business relationship with suppliers and contractors.

Project Assistant Officer & Quality Management Auditor Astrotel by Great Horison Inc.

September 2011 to October 2012

Quality Management Officer/Analyst

Victoria Court Group

July 2008 to March 2011

Assistant Hotel Property Manager

Hotel Paradis by Victoria Court

January 2008 to June 2008

Marketing Officer & Creative Artist

Hotel Paradis by Victoria Court

September 2004 to December 2007

Project Assistant & Purchasing Assistant Officer Hotel Paradis by Victoria Court

Year 2002 to 2004

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PROFESSIONAL EXPERIENCES

Project Architect/Coordinator

Victoria Court Group

Year 2000 to 2002

Architectural Inspector/ Designer

Victoria Court Group

Year 1997 to Year 2000

Architectural Draftsman/ Detailer

Victoria Court Group

Year 1995 to 1997

Sales Utility Clerk

ShoeMart, Incorporated (SMNE)

June 1994 to November 1994

Computer Aided Design Draftsman

Manly Plastic, Inc.

September 1992 to December 1992

EDUCATION

Far Eastern University, B.S. Architecture, October, 1991 CM Recto, Manila.

Novaliches High School, Secondary Graduate, April, 1986 Novaliches, Quezon City.

Urduja Elementary School, Primary Graduate, April, 1982 Urduja, Caloocan City.

AWARDS AND ACHIEVEMENTS

Graduated 3rd Honorable Mentioned on Secondary School

FEU University Scholar for 1 year

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PERSONAL

Nick Name : IAN

Status : Married

Health : In Good Condition

Faith : Roman Catholic

TIN No. : 170-498-596

SSS No. : 33-1565829-6

PHILHEALTH No. : 19-051293717-2

PAGIBIG No. : 1060 0196 3757

TRAINING AND SEMINAR ATTENDED

Basic Courtesy First

February 22, 2012, Sogo/ Eurotel Training Academy

Counterfeit Seminar

February 18, 2012, Sogo/ Eurotel Training Academy

PRS Quicknet Seminar

July 2010, Victoria Court

Data Management System (DMS)

2010, Victoria Court

Hazard Analysis Critical Control Point (HACCP) Plan

January 28-29, 2010, The Food Development Center

Pokayoke-driven Kaizen Strategy

September 15, 2009, Kairos Management Systems (DMS)

Internal Quality Audit Training (ISO 9001:2008)

August 2009, Victoria Court

Unleash your Highest Potential

February 10, 17 & 24, 2009, Unleash Philippines

Organization Transformation Workshop

2004, J Franklin Regis, Interself Foundation Institute blcrisostomo Page 9

REFERENCES

MS. MARICHAR LIM

HR Manager

Midas Hotel and Casino

Tel. 9020100 *09175977847

MR. AARON APORDO

Director of HR & Training

Red Planet Hotels – Philippines

Tel. 4782632/5190888 *09178237402

MR. ROGELIO S. CHANG

BDG Manager/ Hotel Property Manager

Victoria Court

Tel. 67124949 *09998863087

ENGR. DANILO T. BALDERAMOS

General Manager/ Hotel Property Manager

Victoria Court

Tel. 6719782 to 84 *09176303594/ 09479962389

MS. MILLET P. PABLO

SSG – AMH HEAD

Victoria Court

Tel. 6714949 *09175822925/ 09479962388

I hereby attest that all the information is true and correct, IAN

BAYANI L. CRISOSTOMO



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