Customer Service Manager

JAYD NEPOMUCENO

*** ******** ********, ******, ******* L9T 8N8 C: 647-***-**** *******@*******.*** Dynamic Hotel Manager highly successful at juggling multiple priorities while delivering superb service with a smile. Computer-savvy and organized with strong attention to detail. Applications Software - Microsoft Office 2000,

Salesforce, Cisco IP Phone systems, OnQ

PMS software, Opera PMS, HotSOS, Cendyn

Administration, Visio Online

Remote Access - Webex, Remote Desktop

Connection, VNC, Terminal Services, Logmein, PC

Anywhere, I'm Oncall, VPN Client, Go To Assist

E-mail - Microsoft Outlook and Outlook 365, Google Mail

Operating Systems - UNIX and AS/400. Windows

10, Windows 7, Windows Vista, Windows XP,

Windows 2000 Professional, Server and Advanced

Server platforms, Windows 2000, 2003 and 2008

Service-oriented

Hotel operations and management

Hospitality background

Front desk experience

Courteous

Computer knowledge

Guest satisfaction specialist

Efficient

Quality assurance

Skilled negotiator

Night Manager, 12/2015 to 02/2017

1 King West Hotel and Residence – Toronto, Ontario Handle all guest and associate interactions with the highest level of hospitality and professionalism. Ability to lead, motivate and inspire team members Perform job functions with attention to detail, speed and accuracy. Maintain confidentiality of guest and hotel information. Effectively supervises the night auditor team to ensure completion and accuracy. Responsible for daily night audit tasks, balancing, sorting of bills and accurate reports. Completing duty management responsibilities for the hotel. Leading within a unionized environment. Effective interpretation of the collective agreement is required to ensure a fair and effective work environment is maintained Ensure a safe work environment is maintained at all times and that all colleagues are committed to working safely

Ensuring tools required for jobs are readily available. Resolve guest concerns through service recovery and working collaboratively with fellow leaders and colleagues to ensure the guests' needs are exceeded.

Ensure the achievement of our vision and guiding principles by monitoring the performance of the Overnight Team.

Ensure a seamless guest arrival and departure by providing an elevated guest experience. Advise staff of formal policies and procedures

To be aware and actively participate as part of the hotel fire emergency response team and ensure that all on duty staff are aware of their responsibility in case of emergency. Complete any tasks assigned by the Front Office Manager. Responsible for Inventory of Hotel supplies, organization of the storage room, requesting and ordering from respective vendors.

Monitored the capturing of emails and contact information by the Front Desk agent guest check-ins. PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Calculated and was in charge of all upsells on a monthly basis (by our Front Desk Team) and sent emails to the General Manager, Front Office Management, Accounting and Sales department an updated status. Updated team members about changes in hotel products, services, pricing and policies. Delivered messages, mail and packages left for guests and hotel facilities in a timely manner. Resolved service-related problems in a timely manner. Collaborated with maintenance and housekeeping to secure cleanliness of the hotel and all amenities and services provided are functional and operational.

Reviewed account information and charges with guests during check-out. Promoted the hotel brand's loyalty scheme through outstanding Customer Service and the advantage of being a ClubOne member.

Night Auditor/Manager On Duty, 09/2015 to 12/2015

Hilton Mississauga Meadowvale – Mississauga, Ontario Served a variety of clientele including, high-end customers, professional business men and women, and families within a facility that offers 374 guest rooms and 40,000 square feet of meeting space in the business district of Mississauga.

Acted as a Manager On Duty and in charge of all guests and colleagues throughout the night shift. Responsible for calculations of Food & Beverage, Banquets Department, Quest Restaurant, and Starbucks making sure all are correct and accurate and posted in the system accordingly. Greeted and welcomed all hotel guests with a smile. Escorted guests to their assigned rooms, including transporting their luggage. Resolved service-related problems in a timely manner. Verified that personal and payment information on guest accounts was accurate and complete. Night Auditor/Manager On Duty, 02/2015 to 09/2015

Hampton Inn By Hilton – Brampton, Ontario

Greeted and welcomed all hotel guests with a smile. Executed an average of 10 prompt wake-up calls each morning. Promoted the hotel brand's loyalty scheme through Our Vision, Mission, and Values. Reviewed account information and charges with guests during check-out. Collaborated with maintenance and housekeeping to ensure quality customer service and cleanliness of the hotel. Resolved service-related problems in a timely manner. Verified that personal and payment information on guest accounts was accurate and complete. Solicited feedback through questionnaires to evaluate levels of guest satisfaction. Delivered messages, mail and packages left for guests and hotel facilities in a timely manner. Guest Services Agent and Night Auditor, 04/2014 to 09/2015 Homewood Suites by Hilton – Oakville, Ontario

Versatile Guest Services Agent who is fully trained on being able to work all 3 hotel shifts. Greet all guests with a smile and an appropriate hospitality greeting. Always report for duty on time with a professional appearance and clean appropriate uniform with all the tools needed to start my shift.

Presently the current Manager on Duty in a Night Audit position. In charge of all end of day statistics: No Shows, Cash/Debit transactions, Suite Shop purchases, Valet Laundry and Food & Beverage totals.

Responsible for balances of all Credit Card transactions, Rate reports, 2 important Accounting reports, and the batch closing for ShiftF4 and Dollars On The Net.Closeout. Knowledgeable in all emergency procedures, fire hazards, and has access to all tools and different amenities of the hotel when needed

Treats all levels of management, staff, and guests in a professional manner. Managed multi-tasked assignments such as coordinating room status updates, guest and group reservations, and accommodating special requests.

Implemented and maintained all company policies and procedures. Recognize and acknowledges all Hilton Honors members and always thanks them for their loyalty to the Hilton hotel brand and properties.

Guest Services, 02/2013 to 02/2014

Fairmont Royal York Hotel – Toronto, Ontario

Always report for duty on time with a professional appearance and clean appropriate uniform with all the tools needed to start my shift.

Greet all guests with a smile and an appropriate hospitality greeting - Welcome to the Fairmont Royal York. Greet all guests arriving by vehicle or by foot and clearly direct guest to registration areas. Promote Valet parking service to guests arriving by vehicle, while ensure all vehicle keys are clearly identified and stored in locked location.

Strict adherence to both Fairmont and Richey Service Standard expectations. Awareness and Acknowledgement of all our Fairmont President Club Members. Always positioned and ready at entrances to provide luggage assistance upon arrival, and departure and will assist in the loading and unloading of luggage and ensure that it is sent to the location requested by the guest. Provide luggage assistance upon arrival, and departure to and from the guest room or to locations specified by the guest within the perimeter of the hotel.

train station, parking garage, airport express bus, valet, front door). When requested or anticipated will provide guests with information and answers to questions about Hotel facilities such as; meeting facilities, dining options, local visitor and tourist attractions, and transportation information.

In charge of the orderliness and smooth flow of traffic; including all guest arrivals and departures (as well as VIP guests), airport, group and tour buses, airline limousines, taxis, and general traffic. Responsible for 10 short-term parking spots for guests. Work side by side with all Valet attendants in assisting with parking guest vehicles. Provide luggage storage for guests in one of our three storage areas. Knowledge of the check in and check out Procedures. Must know the hotels outlet hours.

Assist in fire alarms by fulfilling duties as outlined in the Hotel fire response manual. Assist in ensuring guest and co-worker safety and security by reporting any suspicious or unusual behavior to AGSM/GSM and hotel security services.

Guest Service Agent, 02/2010 to 11/2013

Quality Inn & Suites – Mississauga, Ontario

Managed multi-tasked assignments such as coordinating room status updates, guest and group reservations, maintenance of lobby area, generating reports and accommodating special requests. Consistent in signing up and offering guests for Choice Privileges memberships for frequent travelers. Greeted and welcomed all hotel guests with a smile. Executed an average of 20 prompt wake-up calls each morning. Processed 10 to 15 telephone and walk-in reservations per shift which was different every week. Trained and able to work any shift: morning, afternoon, and overnight. Guest Service Agent and Night Auditor, 04/2000 to 11/2001 Ramada Toronto Airport West – Mississauga, Ontario Excellent selling techniques: up-selling prices on rooms and giving all benefits of hotel: free Wi-Fi, complimentary shuttle to the airport, free hot breakfast and free parking Acted as Manager on Duty in a Night Audit position: performed accounting, close-day procedures, security, reservations, banking and emergency procedures

In charge of end of day calculations for the on-site restaurant, working hand in hand with the restaurant staff, and promoted guests to dine there for lunch and dinner also helping the revenue of their establishment. First Aid and CPR Certified: 2014 and 2016

Red Cross -

OHIP Billing Procedures Certificate: 2008

George Brown College - Toronto, Ontario

Diploma: 2003

Co-op (Year 2) Sheridan College, Oakville, Ontario: Information Technology Support Services

PC Hardware Specialist Certificate: Computer Information Systems, 1999 DeVry Institute of Technology - Mississauga, Ontario

*Member of a Community Basketball League - L.A.K.A.N

*Member of the Philippine Choral Society of Mississauga (P.C.S.M.)

*Current active member in Bootcamp and Fitcamp classes at Vision Wellness in Mississauga

*Current Herbalife Independent Distributor

*In charge of coaching, refereeing, and organizing different basketball leagues for Lakan

*Member and outstanding Buklod Vice President and Overseer for The Church Of Christ EDUCATION

INTERESTS

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