RENZ ANDREA LUMBA

Objectives

I am organized, communicative, and a fast learner with 1 year of valuable experience as a guest services expert in a 5-star luxury hotel, where I did my rotation as a guest services representative, overnight agent, and front desk. I am seeking an opportunity to work with a luxury brand hotel in the Rooms Division department to learn and grow more in the hospitality and business worlds.

Work experience

10-2022 to 10-2023 GUEST SERVICES EXPERT AT A 5-STAR RITZ-CARLTON LAKE TAHOE — Truckee (California) I was a guest services specialist at this beautiful five-star resort, which had 189 rooms in total. During my rotation, I worked as an overnight front desk agent for three months, a concierge/front desk for seven months, and a guest services representative for two months. In addition, I received a nomination for Employee of the Quarter, received the award for the WOW story of the month, and continuously maintained outstanding scores for Marriott enrollment, guest feedback, and customer satisfaction. My management team gave me training for a supervisory role and showed me how to take charge when there was no leader on duty because of my excellent performance.

● Delivered exceptional service to every customer through active engagement, effective listening, and well-developed interpersonal skills. And assisting them by providing hotel information and recommendations and resolving guests' complaints.

● Assisted guests at check-in and check-out using OPERA, providing information on various services within the hotel, assigning rooms for the next 15 days and answering emails

● Completing the paper works, checklist and running the night during overnight shift.

● Observing my superiors when they are interviewing new applicants and assisting them in making the employee schedule and encoding them in Atlas.

12-2022 to 10-2023 CONCIERGE AT RITZ-CARLTON DESTINATION CLUB — Truckee (California) In addition to working at the main Ritz Carlton Hotel, I was also doing lateral service as a club concierge at the Ritz Carlton Destination Club for at least twice or three times a week, or as often as they required me. They have a total of 11 residences, and because I am well-known in the area, my management trusts me to train newly hired employees about the operations and help them tour the property.

● Assisted guests at check-in and check-out using OPERA and providing them the hotel information and itineraries of nearby places verbally and through printed copies.

● Inspecting all of the arrival rooms for that day and setting up amenities and welcome letters to the guest.

● Looking for their Guest Planning Screen (GPS) and put traces on their reservation, to know their preferences and previous experience to other hotels.

● Sending pre-arrival emails to the guest to know more about them. 01-2022 to 07-2022 WORLDWIDE INTERNSHIP PHILIPPINES — Malolos (Philippines) This company is known for providing local or international internships to the Hospitality and Tourism students in the Philippines. During my final year in my bachelor’s we are required to have our local internship with them as a final requirement to graduate.

● We are trained to improve our Personal development and customer service skills.

● We are also trained about airlines and cabin crew training by role playing pre-flight safety demonstration, memorizing IATA codes, and touring aircraft parts.

● We are trained on how to use AMADEUS for our Travel Agency Management training.

● Familiarizing parts of the Cruise, roles and responsibilities of the Cruise Staff, and different cruise ship in our Cruise Line Management Training.

04-2018 to 08-2018

05-2019 to 09-2019

LOAN PROCESSOR AT MERZON & SON FINANCING COMPANY — Pulilan (Philippines) This company has 18 branches located mostly in Region 3 of the Philippines. They are providing finance Location: 431 S Burnside Avenue

Los Angeles California 90036

Email: ad2pyv@r.postjobfree.com

Cell: +1-845-***-****

and loans to the public. During my summer break, I worked as a loan processor for this company in addition to being a full-time student at my university.

● Reviewed and verified borrowers' income, credit reports and property appraisals to prepare documents for underwriting.

● Communicated with customers in person and via telephone to answer questions, process transactions and resolve issues.

● Updated client account information and records in company databases. Education

Jan 2024 to Present: Vatel USA Institute at Alliant International Business University - Los Angeles, CA MBA Program with concentration in International Hospitality Management Expected graduation date: December 2025

Aug 2018 to Aug 2022: La Consolacion University Philippines - Malolos, Philippines Bachelor’s of Science in Tourism Management

Skills

Language Skills:

- English, fluent

- Filipino, native language

- Kapampangan, native language

Computer Skills:

- Microsoft Office

- Opera

- Excel

- Atlas

- AMADEUS

- Marriott Global Source:

(Guest Experience Platform

(GXP), Guest Planning

Service (GPS), MHUB)

Personal Skills:

- Interpersonal Skills

- Positive and Cheerful

- Good at Resolving

Disputes

- Organized

- Fast-Learner

- Leadership Skills

Extra-Curricular:

- Consistent dean’s Lister

- Cum Laude Graduate

- WOW Story of the month

(Ritz Carlton)

- Nominated as Employee of the

Quarter (Ritz Carlton)

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