Service Delivery Customer
Resume:
MA. MYLAINE C. CABANDO
PROFESSIONAL SUMMARY
Over 15 years of experience in hospitality industry and customer service in various roles within reputable companies, including my recent tenure as Cluster Spa Executive at Anantara Dhigu, Veli & Naladhu Resort and Spa in the Maldives. I have a range of responsibilities such as guest relations, reservations management, training, and overseeing spa operations. I am adept at handling guest inquiries, resolving issues, and ensuring exceptional service delivery.
EMPLOYMENT RECORD
Cluster Spa Executive 1
st July,2023- 15th April 2024
Anantara Dhigu, Veli & Naladhu Resort and Spa * Maldives
• To assist management in supervising daily operations and perform all related duties to ensure guest satisfaction
• To have initiative and be creative in making special offer, if necessary
• To fully understand all company Policies & Procedures
• Excellent communication and leadership skills
• Good computer and database skills
• To work effectively and cooperatively with others, establishing and maintaining good working relationships
• To have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both guests and colleagues
• To be motivated and committed, approaching all tasks with enthusiasm, and seizing opportunities to learn new skills or knowledge in order to improve your personal performance
• To be flexible, responding quickly and positively to changing requirements including the performance of any tasks requested
• To contribute ideas and suggestions to enhance operational/environmental procedures in the resort
• To perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace
• Maximize results through selling (retails, treatments and activities) and maintaining and covering zones Cluster Senior Spa Receptionist 15th November 2017- 30th June 2023 Anantara Dhigu, Veli & Naladhu Resort and Spa * Maldives Manages bookings, assist guest concerns, arranges staff roster, conducts training, prepares what is needed for daily monitors the area of designation, makes daily, weekly, and monthly reports, monitors daily checklist and action plan, evaluates staff’s performance. Achievements: (1) proves to be a revenue driven (2) solves instantly guest issues (3) boosts Spa Revenue with upselling (4) consistency of yield management (4) balances and cross checks daily sales report (5) monitors spa operation from reception down to facilities and therapists (6) makes roster and arrange spa bookings (7)manages the department in absence of director and manager (8) takes care of the three outlets (9)plan and creates promotions to boost sales revenue (8) attend to guest concerns and finds better solutions
Spa Receptionist November 8,2016- October 2017
Oblu by Atmosphere (Helengeli Island) * Maldives
• Guiding the resort guests in their needs like explaining our services especially our treatments, its benefits with essential oils and its uses; giving them welcome drinks and face towels; checking the treatment rooms; answering calls; planning on how to have a good Spa revenue; preparing the things needed before the Spa operation starts, making daily, weekly & monthly reports. Achievements: (1) was able to hit the monthly targets, (2) boost Spa Revenue by giving discounts and special offers, (3) Redesigned the scheduling system for the Spa thereby ensuring accuracy in bookings or appointment (4) makes roster and checks booking sheet status that assembles yield management
• Assisting resort guests with their reservations and payments, explaining them about different massages offered and its advantages; answering calls; making daily, weekly and monthly reports. Achievements: (1) Stayed under budget for supplies and equipment in the availability of stationery supplies in the Spa by implementing a new inventory management system. Spa Receptionist July 2015-October 2016
Sun Island Resort & Spa * Maldives
• Providing customer satisfaction and assisting the guest with their needs; maintained the front desk and reception area in a neat and organized fashion Achievements: (1) was able to hit the monthly targets, (2) boost Spa Revenue by giving discounts and special offers, (3) Implemented a swift and fully computerized appointment setting procedure that reduced reservation time by 5 minutes on average. Head Receptionist June 22,2014-July 2015
The White Room * Dubai
• Assisting clients with their reservations and payments, explaining them the services offered; answering calls; making daily, weekly and monthly reports; Writes reports and correspondence from dictation and handwritten notes. Achievements: (1) was able to hit the monthly targets, (2)boost Spa Revenue by giving discounts and special offers, (3) Processes cash widrawals, deposits, and selected external and internal account payments
Customer Service Representative September 28,2012-May 2014 Aegis People Support Inc. * Philippines
• Assisting customers’ needs regarding their subscriptions, payments, and delivery of their magazines. Achievements:
(1) Agent of the month (2) Perfect attendance (3) maintains quality call control Spa Receptionist July 24,2010- August 13,2012
Holiday Island Resort & Spa * Maldives
• Providing customer satisfaction and assisting the guest with their needs; maintained the front desk and reception area in a neat and organized fashion Achievements: (1) was able to hit the monthly targets, (2) boost Spa Revenue by giving discounts and special offers, (3) Implemented a swift and fully computerized appointment setting procedure that reduced reservation time by 5 minutes on average. Inbound Sales Representative January 05,2010-July 23,2010 Cebu Global Teleservices Inc. * Philippines
• Who sells holidays to people abroad coming to the UK for instance, if someone from France a holiday in the UK, an inbound sales representative would organize that holiday. Achievements: (1) Answer phone calls from corporate customers regarding sales needs and requirements, (2) met with potential companies in need of sales Customer Service Representative November 20,2009-January 4,2010 Cebu Global Teleservices Inc. * Philippines
• Dealing with individuals, representing themselves only or with representatives of other businesses. Achievement: cross trained and provided backup for other customer service representatives when needed Sales Verification Agent August 09,2009-November 19,2009 Cebu Global Teleservices Inc. * Philippines
• Verifying and evaluating the call calibration. Achievements: (1) Always hitting the quota, (2) Best Agent of the month
(3) reached the KPI Performance
Waitress November 2007- January 2008
Singaporean Bar & Claypot Restaurant * Philippines
• Check with customers to ensure that they are enjoying their meals and take appropriate action to correct any complaints or requests. Achievements: (1) Was able to give customer’s satisfaction by giving their drink orders quickly and promptly.
Webhost Chat January 2005-May 2005
Sentinel Building,Banilad * Philippines
• Communicates by chatting through webspace. Achievements: (1) Promptly responded to general inquiries from members, staff and clients via telephone, mail, email, and fax Legal Assistant March 24- Sept 2004
Macamay & Macamay Law Office * Philippines
• Assist lawyers by researching legal precedent, investigating facts, or preparing legal documents. Conduct research to support a legal proceeding, to formulate a defense, or to initiate legal action. Achievements: (1) Was able to provide quality assurance to the client
EDUCATION
Bachelor of Science in Computer Science 2006
Holy Name University * Philippines
• College -4th year standing
High School 1996-2000
Colegio de la Inmaculada Concepcion * Philippines
Elementary 1996
University of Southern Philippines Foundation * Philippines SKILLS My background includes a range of responsibilities such as guest relations, reservations management, training, and overseeing spa operations. I am adept at handling guest inquiries, resolving issues, and ensuring exceptional service delivery.
Key strengths I bring to the table include attention to detail, strong communication skills, and proficiency in Microsoft Office applications. I thrive in dynamic environments and am committed to delivering results that exceed expectations.
SEMINARS/TRAINING/AWARDS/CERTIFICATES
• ProServe Liquor Staff Certificate
• Supervisor of the Year 2020 nominee
• IT Security and Cyber Attack Prevention (2 December 2021)
• #GWU Talent Mobility Course (6 October 2021)
• MH The Code 2021 (26 August 2021)
• Minor Code of Conduct 2021 (22 August 2021)
• Guest experience Fundamentals (30 May 2020)
• WHS – Slips, Tips and Falls (30 May 2020)
• COVID-19 responsibility & service tips (30 May 2020)
• Customer (experiential) service (30 May 2020)
• WHS - Personal protective equipment (30 May 2020)
• WHS - Manual handling (30 May 2020)
• Employee of the month (February 2017)
• Stellar December 2013(Agent of the Month)
• Miss Alluring( Velez College 2001)
• German Language Course
• Dance Troupe member Velez College 2001-2003)
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