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General Manager

Makati, Philippines
August 01, 2020

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Rosales, Ernesto III

Hotel and Restaurant Professional

Current Address:

*** ****. ******* *****, **** of San Fernando, Pampanga Permanent Address:

# ** *********** ******, ***** **********ts Village, Putatan Muntinlupa City


Mobile: (63-091*-***-****

Skype ID: kerzey1


I am a seasoned hotel and restaurant professional with 16 years of solid work experience in the hospitality and restaurant industry with pre opening experiences, having worked with prestigious companies like Holland America, Intercontinental Hotel Manila, Sunlight Resorts, Casa Ricardos Restaurant and Eurotel Hotels among others. my recent role was the General Manager of Brentwood Suites in Quezon City. Managing 64 Rooms, 3 Function Halls and 1 F&B Outlet (Café Elements). Such experiences strongly honed my leadership competencies to be exceptionally good in managing the hotel business, being able to manage independently with minimal supervision from my immediate superior, with the end of protecting the revenue and reputation of the business. I take pride in my ability to maintain excellent guest service by exercising sound decision making, always putting the guests at the forefront of the business. I am committed in achieving operational efficiency and goal driven in increasing the business’ targeted revenues. In problem solving, I am good at applying systematic approach such as root cause analysis, SWOT analysis to identify issues and opportunities as well as developing process improvements that leads to cost saving and revenue acceleration. Moreover, I have exceptional planning and implementation capabilities as applied both in operations and Sales and Marketing. Apart from these, my people handling skills has been proven effective leading people to be productive and serve customers with a heart by continuously providing them coaching and guidance from department heads down to their staff to ensure they consistently adhere to the standards with the goal of ensuring high level of service as expected by guests.


General Manager

Brentwood Suites Quezon City

(March 2019 – October 2019)

Duties and Responsibilities:

Brentwood Suites

Reports directly to the Board of Directors.

Plan, Coordinate and Manage all business operations to achieve corporate goals

Develop strategies to improve overall quality and productivity.

Generate business, cost and employee reports to Brentwood Suites B.O.D.

Provide direction and guidance to Managers and Employees in their assigned job duties.

Ensure that employees follow company policies and procedures.

Manage administrative, logistical, human resources, and accounting services to support company operations.

Address customer inquiries promptly and professionally and ensure customer satisfaction.

Identify business opportunities with new and existing customers. Hotel Operations Manager

The Alpha Suites (Makati City, Philippines)

(July 2018 – January 2019)

Duties and Responsibilities:

The Aplha Suites

Oversee daily operations of the Hotel Tower 2

Ensure the creation and implementation of strategies & business plans.

Coordinate the development of key performance goals for functions and direct reports.

Ensure the development of tactical programs to pursue targeted goals and objectives.

Ensure the overall delivery and quality of Service to customers.

Engage in key or targeted customer activities.

Oversee key hiring and talent development programs

Evaluate and decide upon key investments in equipment, infrastructure, and talent.

Report key results to corporate officers.

Engage with corporate officers in broader organizational strategic planning. Resident Manager

Sunlight Hotels and Resorts Inc. Puerto Princesa, Palawan

(March 2016 – September 2017)

Restaurant Manager (Pre-opening)

Casa Ricardo’s Buffet Restaurant. Puerto Princesa, Palawan.

(May 2016 – September 2017)

Duties and Responsibilities:

Sunlight Hotel

Oversees the daily activities on the hotel property

Managing all 74 Rooms including 2 Penthouse suites, 3 Function Halls and 2 Outlets

Over all responsible for the appearance, maintenance and performance of the property

Responsible for monitoring and analysing daily revenue, monthly and annual forecast

Ensures the most efficient operation of the hotel in terms of time and cost

Takes measures to maximize profits while simultaneously ensuring that all guests have a great experience during their visit

Manages staffing and performs market analysis

Responsible for planning the annual and monthly strategies for sales and marketing

Budget planning

Sets competitive rates and monitor standard Gross Operating Profit (GOP)

Conducts training with every department to enhance the employees' skills, performance, productivity and quality of work

Casa Ricardo’s Restaurant

Managing the overall operations of the buffet restaurant including but not limited to the following:

a) Recruitment and training development

b) Agreeing and managing budgets and food cost

c) Planning menus with the Corporate Executive Chef d) Ensuring compliance with licensing, hygiene and health and safety legislation/guidelines.

Eurotel Hotels – Angeles, Pampanga

October 2015 – March 2016 (5 Months)

Position Title : Hotel Manager

PMS Used : H-POS Management System

Role : Handles and oversees the overall hotel operations Duties and Responsibilities:

Reports Directly to the Sector Head

Managing all 96 rooms and 5 function halls

Planning and organising accommodation, catering and other hotel services

Promoting and marketing the hotel

Managing budgets and financial plans as well as controlling expenditure

Maintaining statistical and financial records

Setting and achieving sales and profit targets

Analysing sales figures and devising marketing and revenue management strategies

Recruiting, training and monitoring staff

Planning work schedules for individuals and teams

Meeting and greeting customers

Dealing with customer complaints and comments

Addressing problems and troubleshooting

Ensuring events and conferences run smoothly

Supervising maintenance, supplies, renovations and furnishings

Dealing with contractors and suppliers

Ensuring effective security procedures

Carrying out inspections of the property, its facilities and services

Ensuring compliance with licensing laws and permits, health and safety and other statutory regulations.

Intercontinental Hotel Makati

May 2014 – December 2014 (7 Months)

Position Title : Hotel Assistant Manager

PMS Used : Opera Management System, MICROS

Role : Responsible for supporting the Hotel Manager with the daily Hotel operation activities

Duties and Responsibilities:

Greets the VIP guests of the hotel. As directed by the Front office Manager, Performs special services for VIP Guest’s.

Assists in VIP’s arrival departure in absence of guest relation officers.

Checks cleanliness of lobby and public areas, lights and as well as front office staff in proper and orderly appearance and behaviour.

Checks on registration cards of arriving guests and ensures all information should be filled on each cards either by Guest Relation Officers or the guests.

Assists in sending guest messages or faxes.

Gives the instructions to the Night Reception, during the high occupancy periods, regarding: walk-in guests and release room blocked because of no- shows

Assists in handling room lock problems.

Prepares and checks for VIP’s arrival and escorts guests to rooms.

Co-ordinates with all departments concerned in order to maintain Front Office functions properly.

Operates the front office computer system in order to assist front office attendants.

Checks group department fit and ensure switchboard makes appropriate wake up calls.

Handles guest complaints and other related problems and reports on the Assistant Manager’s log book

Assists reception, business centre, cashier, concierge and bell captain during busy operation

Answers guest inquires, handles complaints and attend to the needs of the guests

Approves and sign for allowances, rebates etc., as required by Front Office Cashier.

Authorizes charges to be made for late departures and/or compliments on them.

Promotes and maintains good public relations.

Motivates and maintains good staff relations.

Maintains and be guided of hotel policy on credit/lost and found hotel guests properties.

Follows up in credit check report, liaise with credit manager.

To responsible for front office operation during the absence of Front Office Manager.

To discuss all matters that needed to follow up with the next shift Reception Manager.

Approves the working schedule for the front office attendants and submits them to front office manager.

Conducts and ensures the neat of appearance of front office attendant as well as correct attitude and behaviour, discusses problems that encountered on this point with front office manager, assistant front office manager and their shift leaders.

Assigns and Approves Duty roster for all Front desk staffs. Holland America Cruise Line

March 2009 – February 2013 (4 years)

Position Title : Guest Relations Associate (GRA) - Neptune (VIP) Lounge Concierge - Petty Officer

PMS Used : Fidelio Management System, POLAR, MICROS Role : Assist in the day to day activities of the hotel operation by providing the needs of the guests and customers and ensuring fast and reliable service in a cordial, prompt and professional manner.

Duties and Responsibilities:

Provides complete information to all guest inquiries.

Greets all guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, taking the time to understand all requests in detail.

Provides cash and guest account services at the Guest Services desk such as accepting cash payments, cashing personal or Traveller’s checks or exchanging foreign currencies.

Anticipate guests’ needs and exceeds their expectations.

Attends promptly to customers' inquiries and assists them with their needs.

Provides solutions to guest issues or concerns.

Prepares embarkation and disembarkation documents for all the arriving guest and guest onboard.

Monte Vista Hot springs and Conference Resort

Sep 2004 - Sep 2006 (2 years)

Position Title (Level) : Front Desk Clerk

Specialization : Customer Service

PMS Used : Opera Management System

Role : Customer Service - General

Duties and Responsibilities:

Meets and greets VIPs.

Handles all complaints.

Ensures working of all Front Office Policies and Procedures.

Knowledgeable of Front Office systems and knows back up procedures and system recovery procedures.

Efficient check in and check our process.

Reviews and monitors early morning wake up procedures.

Posts room charges.

Maintains correct guest registration cards.

Maintains special programs (i.e. frequent flyer; priority club)

Effective management of incoming and outgoing calls and maintains current Hotel Information.



Bachelor of Science in Commerce Major in Management Iloilo Doctors College, Philippines

Iloilo City


Hotel Management System Software

Service Management

Time Management Skills

Customer Service Management

Computer Based System Skills

Computer Application

(MS Word, Excel, Power Point)


Date of Birth : 11 Nov 1982

Place of Birth : Iloilo City

Nationality : Philippines

Gender : Male

Civil Status : Single


Ronnie Sta. Ana

Corporate Operations Manager

Sunlight Hotels and Resorts Inc.

Manila Office

Contact #: + (63-091*-***-****

Phoebe Verdin

Accounting and Finance Manager

Sunlight Hotels and Resorts Inc.

Manila, Philippines

Contact # :+( 63-091*-***-****

Cheryl Pacionela

Front Office Manager

Sunlight Guest Hotel Puerto

Princesa, Palawan

Contact #: + (63-091*-***-****

Lito Surla

Former - Hotel Assistant Manager

Intercontinental Hotel Makati

Currently – Front Office Manager

Accor Hotels

Contact #: + (63-092*-***-****

Gilbert Maraan

Former Guest Relations

Holland America Line Cruises

Former - Hotel Assistant Manager

Intercontinental Hotel Makati

Currently - Lifestyle Manager

Anya Resort


Contact #: + (63-091*-***-****

I hereby certify that all information stated above are true and correct. ERNESTO N. ROSALES III

Contact this candidate