MA. BERNADETTE TAN SISON CANTOS
HOTEL AND RESTAURANT INDUSTRY GENERAL MANAGER
AREAS OF COMPETENCIES
Strong leadership ability directing a team consisting of multiple disciplines, multiple organizations/resource units, and/or upper management team members.
Skilled in managing projects from approval through successful completion, with an in depth understanding of requirements management and change management.
Proficient with various software applications programs including Lotus Notes, Microsoft Word, Excel and Project, Power-point, MS Outlook, Access, Adobe, Spreadsheets, Project Gantt Chart etc.
Aptitude for Infrastructure and Networking technologies
Knowledge of Fidelio, IFCA, Fiesta, Opera and Sun Systems software, Micros system
Strong written and oral communication skills as well as interfacing, negotiation and team building skills. Includes ability to recommend and implement effective management reporting system and cost effective company required forms. Also able to prepare, review and finalize contracts, MOUs and other legal documentations.
Skilled in using the appropriate Subject Matter Experts to drive to issue and jeopardy resolution and sound decision-making in order to meet project success factors.
Strong interpersonal and presentation skills.
Self-directed, with ability to work in an unstructured environment with little direction.
FINANCIAL AND OPERATIONS MANAGEMENT
Excellent financial analysis and budgetary skills, including financial analysis of contracts and legal documents.
Executive expertise is in food and beverage operations, banquet and catering operations, property management, condominium-hotel operations, full service hotel and serviced apartment operation. Adept and involved in pre-opening and all around operations such as rooms division, cost control, menu engineering, quality control, sales and marketing, security, staff training, and maintenance.
OTHER FIELD OF EFFECTIVENESS
Human Resources Management and Development;
International Relations/ Negotiations;
Call Center Sales (Technical and Customer Service) and Operations Management
Hotel and Resort Operations and Management;
Sales and Marketing for varied industries and businesses including Networking
Property and Project Management;
Public Relations and Corporate Communication;
Revenue and Cost Planning;
Meetings, Events, Incentives and Conferences Management and Research
Multiple Restaurant Brand Management and Banquet & Catering Operations
CORE WORK ACTIVITIES
Managing Profitability and Departmental Budgets
•Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
•Ensures that all operational areas have an atmosphere that is conducive to the overall guest experience.
•Reviews financial reports and statements to determine how Operations is performing against budget.
•Ensures capital expenditure funds are being used to address the priorities outlined in the service strategy.
•Works with direct reports to determine areas of concern and establishing ways to improve the departments’ financial performance.
•Strives to maintain profit margins without compromising guest or employee satisfaction.
•Identifies and analyzes operational challenges and facilitates the development of solutions to prevent reoccurrence.
•Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
•Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holds team accountable for results.
•Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution.
•Makes and executes key decisions to keep property moving forward towards achievement of goals.
Managing Property Operations
•Strives to improve service performance.
•Communicates a clear and consistent message regarding operational goals to produce desired results on a continuous basis.
•Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
•Ensures core elements of the service strategy are in place to produce the desired results.
•Tours building on a regular basis speaking with employees and guests to understand business needs and assess operational opportunities.
Leading Property Operations Teams
•Establishes a vision for product and service delivery on property.
•Champions the brand’s service vision for product and service delivery and ensuring alignment amongst the property leadership team.
•Ensures employees are treated fairly and equitably.
Managing and Conducting Human Resources Activities
•Observes service behaviors of employees and providing feedback to individuals and/or managers.
•Hires operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
•Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.
•Utilizes an “open door” policy and reviewing employee satisfaction results to identify and address employee problems or concerns.
•Stays knowledgeable of leadership talent in the property.
•Fosters employee commitment to providing excellent service, participating in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
GENERAL MANAGER •Grand Convention Center Cebu •June 2016 to Present
Handling multiple restaurant brand management as well as Banquet/Convention and Catering Services and Events Venue. Overall seating capacity is 5,000 seats. Handing revenue and yield management, profitability, property, product development, sales and marketing, cost control, human resources, security and supply chain. Overall in charge of 300 employees and 3 Expat Macau Chefs. Pioneered and implemented expansion programs to Manila for the Restaurants. Garnered Best of Cebu awards for Seafood City Isla Sugbu, Tsay Cheng Chinese Restaurant and Grand Majestic, Grand Convention Center.
Consultant – General Manager •Multiple Industry and business units such as La Rose Noire, manufacturing Corporation (owned by Gerard Dubois), Anthilla Development Corporation (owned by Emilio Perez), Le Blanc Hotels and Resorts Inc (owned by Jun Hallare), Azzurro Hotel and Leisure Inc • January 2015 up to June 2016
Handled strategic operations management and profitability as well as pre-opening and turn around tactics and implementation. Spearheaded organizational development and service standardization. Formulated Sales and Marketing strategies and operational improvements to hasten revenue and profit generation.
GENERAL MANAGER•FERSAL HOTEL GROUP AND FERSAL VACATION CLUB• January 2014 up to Dec. 2015
Commenced Business Development of group on timeshare and membership for Fersal and Hotel Elizabeth brands. Also handling overall operations of all Fersal and Hotel Elizabeth branches. Handling a total of 10 branches all over the Philippines which is equivalent to 614 rooms and approximately 300 employees. In charge of financial, operations (including food and beverage, banquets, events, security, rooms division, etc) and sales for local properties. Prepares short and long terms plans for the approval of the BOD and formulates business models for multiple properties with diversified market sources.
GENERAL MANAGER •SUMMIT HOTEL AND RESORT SPECIALIST INC., SOL MARINA RESORT BORACAY•
Feb 2012 to Jan 2014
A newly created management company to manage the hotels, resorts and condotel properties of owned by SMI Realty Holdings under the conglomerate of Ambassador Alfredo M. Yao RC Cola, Zest Aire, Zest-O, Philippine Business Bank, Solmac, etc. Overall in charge of strategic planning and implementation for financial, marketing and operations. Brand Name pioneer of Sol Marina Resorts, soon to open 352 rooms convention Boracay Resort, then Bohol and Palawan.
GENERAL MANAGER•HOTEL ELIZABETH, Fersal International Hotel Group – Cebu and Baguio • May 2009 to July 2011
Responsible for the overall operations of two properties with 200 staff. Operations involve Rooms Division, F&B with Banquets and Catering, Sales and Marketing, Security and Engineering. Lead the opening of its initial property in Cebu. In charge of merchandising of hotel boutiques. Headed Business Development Division for Training Academy and Property/Leasing Management.
CHIEF OPERATING OFFICER • ASB CONDOTEL AND RESORTS•June 2006 up to March 2009
Reports directly to the Chairman/President of the company. Develops financial, operational and business plans which support the overall objectives of the Hotel Develops and implementation of marketing plans to maximize revenue generation Handles Meetings, Incentives, Convention and Event Management for Hotel and Resort as well as St. Francis Square Group of Companies (e.g. Concerts, exhibits, Ms. Earth, camps, Competition, Contests, parties, etc.)
Maximizes food and beverage revenues in the Food and Beverage outlets. Establishes and maintains a pro-active human resources function Fosters the development of a positive work environment for all employees
Handles management of various condominium – hotel properties as well as resorts in South Luzon. Directs, Controls and monitors various business operations and collaborates business opportunities / strategies to enhance bottom-line output. Operations comprise of 300 staff managed by Resident and General Managers. Involve in overseeing sales and marketing, food and beverage, housekeeping, security, human resources, guest relations, front office, accounting, etc.
CHIEF OF OPERATIONS • VICTORIA COURT GROUP OF HOTELS AND MOTELS (ISO certified) •July 01, 2005 to May 2006
The position handles various motel/hotel properties its over-all operations, administrative, sales, marketing, finance and strategic business planning. Headed Food and Beverage Taskforce to strategize and implement improved operations management, marketing and revenue objectives. Responsible for creating Party, Events and Membership Club to augment income generating activities. Handles overall Public and Press Relations.
ASSISTANT GENERAL MANAGER & ADMINISTRATOR • Tagaytay Highlands International Golf, Country, Residential and Leisure Club, Inc. •A Subsidiary of Belle Corporation • March 1998 up to May 2005
Controls, monitor and direct several business entities in the whole Tagaytay Highlands Complex. Assisted in managing administrative and overall operations on property development & management (condominiums, villages and subdivisions); sports and recreational facilities; spa and lodging facilities; food and beverage operations; security services; housekeeping and laundry services; logistics and procurement; transport services; landscaping services; farm management services, events management and golf and membership services.
Enforces and formulates company policies, business plans, financial targets and service oriented development strategies. Handles presentation and implementation of projects to the Board of Directors as well as members. Handled human resources management, selection, training and development of 300 to 400 employees.
EXECUTIVE ASSISTANT – AVP to the President •Platinum Plans Phil., Inc. •April 1996 to February 1998
Assisted the President and owner in the sales, marketing and administrative operations of the company. Also assisted in Human Resources Recruitment and Selection for sales group. Handled documentation and over-all office management for the Office of the President. Devised monitoring system to follow up on Plans and Programs of the Company and other directives from the President. Handled Corporate Communication and Public Relations functions from time to time. As well as yearly events managements which involves Sales convention and Sales Awards Night for 1,000 sales force.
INTERNATIONAL RELATIONS SPECIALIST GOVERNMENT AFFAIRS •PHILIPPINE AIRLINES• 15 Oct. 1992 to Dec. 1995
Formulating PAL’s position for negotiations with airlines and governments to secure traffic/route rights, frequency rights, balance of commercial benefits, etc., through Bilateral air agreements; Commercial agreements on traffic rights; Joint Services/ Code-sharing agreements; Revenue/ Capacity Pool Agreements; Financial payment Schemes to compensate PAL for imbalance in use of traffic rights; Marketing Alliances.
Participated in actual commercial and government negotiations and preparation of supporting technical data, market statistics, formula computations, etc. Manages PAL’s strategy and response to other foreign airlines to ensure protection of PAL’s economic interests.
Coordinated with RP Government agencies and cultivation of long-term relationships. Ad-hoc negotiations with RP and foreign government agencies to secure PAL’s marketing/sales requirements and advances PAL interests in legal issues related to bilateral agreements.
RESIDENT MANAGER • Maya-Maya Reef Club, Nasugbu, Batangas• 06 April 1990 to 15 May 1991
Handled the over-all operations of the resort. Assisting the General Manager and owner on the resort’s day-to-day operations. Responsibilities include Human Resource Development, Administrative and General Services, Cost Control, Purchasing and Public Relations. Major achievement was improving the F&B services and meal preparations. Set-up membership operations and services.
TUTORIAL SERVICES (Freelance) AND PART–TIME INSTRUCTOR• Asian Institute of Tourism, UP, Diliman•(01 October 1990 to 22 March 1991
RESEARCHER •Meetings, Incentives, Conferences and Events (MICE) • March 198 to September 1989
Poveda Learning Centre, Ortigas Avenue, Quezon City 1974-1986
(Pre-school, Elementary and High School)
ACHIEVEMENTS: Treasurer of Inter-School Debate Society. Member of the Dramatics Club. Organizer of Junior-Senior Prom. Member of the Math Club. Member of the Youth for Christ Club.
De La Salle University, Taft Ave., Manila 1986-1987
Course: B.S. Computer Science
ACHIEVEMENTS: Batch Leader/ Chairperson. Member of Computer Science Society. Member of Inter-College Soccer Team. Legislative Counsel of University Student Council for Computer Science.
University of the Philippines, Diliman, Quezon City 1987-1991
Course: B. S. Tourism - CUM LAUDE
ACHIEVEMENTS: Member of Christ’s Youth in Action. Co-founder and Vice President of UP Association of Pre-Law Students. UP-AIT Travel Society Chairperson. UP-Computer Science Society Secretary. Vice Chairman of UP AIT Class. Volunteer Corp of UP Student Council. UP-AIT first woman chairperson.
Post Baccalaureate Diploma Program 2002-2003
University of Makati, College of Technology Management
Course: Property Management
Masters Degree in Business Management, 2009-2010
University of Massachusetts, US
AWARDS AND CITATIONS
Best Batch Leader in De La Salle University 1986-1987
Outstanding Leader in Travel and Tour Management, 1987- 1988
UP Diliman, Quezon City
Recognition for Outstanding Leadership as Chairperson for 1988-1989
Convention Management Project, UP Diliman, AIT
Consistent Dean’s Lister and College Scholar in UP Diliman 1988-1991
Recognition for Best Thesis: Feasibility Study – 1990-1991
Short Term and Long Term Plans and Programs in
Developing Tourism in Antipolo Rizal and Cavite City
Graduated CUM LAUDE B. S. Tourism 1990-1991
TRAININGS AND SEMINARS
Airline Management (PAL) Basic Supervisory Course (PAL) – to enhance the ability to lead and organize their
units using management tools and techniques.
Reservation and Automated Passenger Fare and Ticketing Project Planning and Implementation Course(PAL) – Improvement of abilities to manage projects to completion on schedule, within budget and with desired results. Creating and modifyifying passenger Reservations records using PACERS II System, and to issue automated passenger tickets using the SITA AirFare Quote and STAR System.
Comprehensive Training the Trainor Seminar (Platinum Plans)
Accounting for non-Accountants (CRC)
Management Strategies and Business Reengineering Seminar (CRC)
Managerial Leadership and Decision-Making Skills (Pacific Mgmt Forum)
Hotel and Restaurant Administration ( Pacific Management Forum)
Organic Farming and Farm Operations Management (Earth Planners 2004)
Good Governance and Business Ethics (City of Tagaytay, LGU 2004)
Pollution Control Officer (Victoria Court, Nov 2005)
Advanced Technical and Sales Training for Dish Network Account ( PLDT Ventus 2009)
Event Management Seminar, Fiera De Manila, November 2016
Birthdate: 15 August 1969 (Leo, Rooster)
Residence: #2 P. Burgos St., San Jose, Pasig City 1600
E-mail Address: firstname.lastname@example.org or email@example.com