CRISTINA SILVANO- DEMPSEY

**** ********* *****

McKinney Texas 75071

Mobile No: +1-214-***-****

ad21w8@r.postjobfree.com

EXPERIENCE _

January 2022 –March 2023 Conrad Centennial Singapore Guest Experience Assistant Manager

• Responsible for managing and smooth operations of Executive Lounge and supervising the team to ensure that Team members are prepared and well-informed to deliver Guests an exceptional experience from check- in through checkout.

• Responsible for assisting execution of daily operations activities at the property, including working very closely to Culinary, Stewarding, Food and Beverage and Front Office team members to carry out guest arrival and departures and to maintain the properties and brand standards.

• My responsibilities include inspiring and motivate the team to increase the SALT score and TripAdvisor rating by continuously providing a memorable service to all our guests.

August 2015- December 2021 Conrad Centennial Singapore Front Office Assistant Manager

Assisting and supervising the team and expedite the check-in registration and checkout process and operation in all aspects,

Focusing on continuous improvement of the team, increasing guest satisfaction and practiced on a daily basis.

Welcoming VIP’s

Ensuring room is in a very good condition, controlling and assigning rooms for arrivals.

Assisting Duty Manager

Assign specific tasks to Guest Services Agents relative to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk.

Provide ongoing training and support to Guest Services Agents. Help others adapt to new approaches, and continuously assist in training team members in all aspect of their role. •

May - August 2015 Conrad Centennial Singapore

Senior Guest Service Executive

Block rooms and follow through on designated requirements. • Ensure VIP rooms are blocked three days in advance. • Ensure VIP rooms arriving the subsequent day have the accorded preference. • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery). • Process all check–outs according to established Hotel requirements in accordance to Hotel Standard Operating Procedures and Brand Standard. • Resolve any late charges. Ensure of accuracy of late charge being done and approve accordingly. • Settle guest accounts following standards accounting procedures. • Ensure express checkouts are processed throughout the shift. • Handle requests for late checkouts according to established Hotel procedures. • Conduct group check-ins/outs according to established Hotel procedures Provide any other duties and services as assigned by the Assistant Front Office Manager or Front Office Manager. • May 2010 – August 2015 Conrad Centennial Singapore Guest Service Executive

Accept payment for guest’s accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests. • Supervise the Guest Services Agents, ensuring the correct sequence of events for proper registration and check- out of guests• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested. • Maintain all front desk related equipment and a par stock of supplies.

July 2006- March 2010 Sheraton Hotel Doha, Qatar

Guest Service Agent

Receive guests, perform correctly and efficiently the registration in connection with their stay

Ensuring that the highest standards of service are given in keeping with those of the hotel.

Makes room reservations and up-sells through phone or walk-in.

Provides accurate and timely information on services and facilities to the guests

Promotes and updates hotel services to the guests

Carries out general tasks, i.e., updating the guest’s profiles, preferences, billings, credit high balance, reviewing daily VIP arrivals.

Promotes the hotel membership program and provides recognition and benefits to all present members

Liaise with the different hotel departments

Handles guests’ requests, queries and complaints within the hotel guidelines and service standards.

October. - March. 2005 Gulf Air NAIA, Terminal 1

Customer Service Agent- OJT)

Handles lounge reception

Assists VIP guests

April 4- June 15, 2005 Xanterra Parks & Resort Grand Canyon, AZ Guest Service Agent

Checking-in and out guests

Handles complaints and requests from the guests

Provides information about the facilities and services about the park March 4- April 4, 2005 Xanterra Parks & Resort Grand Canyon, AZ Guest Room Attendant

Responsible for maintaining cleanliness of guest rooms

Informs Supervisor of any early checkouts, refuse service or late service

Ensures hotel quality and guest satisfaction at all times and assist guests whenever possible

EDUCATIONAL BACKGROUND 2002- 2006 Centro Escolar University Mendiola, Manila Bachelor of Science in Tourism

SKILLS Computer literate- OnQ, Opera, MS Word, Excel, PowerPoint PERSONAL

BACKGROUND Height: 5’4” Weight: 68kg.

Birth date: November 20, 1984

Nationality: Filipino

Status:Married

REFERENCES Available upon request.

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