Customer Service Management

TRISHA MARIE A. DELA PEÑA

B* L* Coral Lily St. Lillesville subd.

Camarin Caloocan City

092********, **************@*****.***

BS Tourism Management

Career Objective:

To succeed in an environment of growth and excellence and earn a job which provide job satisfaction and

self development and help achieve personal as well as organizational goals.

Job Experience:

On-the-job training at Holiday Inn and Crowne Plaza Manila Galleria

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PRMC department (November-December 2012)

-Responsible to file all the Hotel's advertisement in newspapers and magazines

-Responsible for assisting in Photo sessions process

-Responsible for editing the photos at Adobe Photoshop

Front Office-Concierge and Lobby Attendant (January-February 2013)

-Responsible to greet guest and attend to their needs

-Responsible to assist guest to their check-out procedure.

-Responsible to answer all guest queries

-Responsible to reserve guest to the Travel Agency

On-the-job-training at Philscan Travel and Tours, Inc.

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(March 23-April 18, 2012)

-Responsible to check and file for the client's payment schedule

Service crew at Seoulia Restaurant (June2011-May 2013)

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-Responsible to greet customers, present menus, make recommendations and answer questions

regarding food and beverages

-Responsible to inform customers about daily specials

-Responsible to offer and suggest desserts and beverages

-Responsible to take orders and relay to kitchen and bar staff

-Responsible in preparing and serving foods at customers tables

-Responsible to present bills to customers and accept payment

-Responsible to maintain clean and well organized service areas (tables) and food storage

-Responsible to clean equipments, utensils and storerooms

Customer Service Officer at Astoria Plaza Hotel (December 16 2013-Present)

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-Responsible to assist guest and members of Club Astoria.

-Responsible to answer calls and attend queries through emails.

-Responsible in Check-in Procedure and informing guest about the hotel policy.

-Responsible for guest reservation in Astoria Plaza, Boracay, Bohol and Palawan.

-Responsible to do welcome call for new deals

-Responsible for courtesy and due-out calls

-Responsible to make Registration materials for the guest arrivals

-Responsible to inspect the rooms.

-Responsible to attends all telephone queries

Core Competencies: Good communicator who can cooperate well with people from a

variety of cultures

Responsible, realistic, and dependable Customer-

focused approach

Good working attitude, service oriented and flexible

Educational Background: Bachelor of Science in Tourism Management (April, 2013)

Far Eastern University

Co-Curricular Member – TOMSOC Society of Institute Of Tourism

& Extra Curricular and Hospitality Management (2009-Present)

Activities: Member – TOMSOC women’s volleyball (2011-Present)

Awards Received: 5 placer Tourism Plan, ITHM Tourism Planning and development

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Competition, October 2011

Achievement certificate of AMADEUS (March 2010)

86% in TOEIC exam (October 2010)

Seminars and Tours International Practicum seminar (August 4, 2012)

Attended: TAP Orientation/Sharing Seminar (March 2012)

Participant, Seminar on Management of Personal Finances (2012)

Hongkong/Macau Tour (February 2012)

Events and Cultural Management Seminar

(November 2011)

Participant, 17 Marketing Plan Competition (2011)

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Laguna Loop Familiarization tour (October 2009)

Participant, Run for the Ilog Pasig 3k (2011)

Personal Background: 21 years old 5’5” Single

November 2, 1992 110 lbs. Filipino

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