Front Office Desk
Resume:
KRISTOFFER LION M. BERNABE
*** **** *. ****** **. St., Wawa,
Orion, Bataan, Philippines 2102
*********************@*****.***
WORK EXPERIENCES
Sheraton Manila Hotel
** *** ***9 - Present
Rooms Controller / Front Desk Supervisor
-Focuses on blocking of rooms for the arriving guests on a daily basis.
-Prepares pre-arrival arrangements for guests with special requests.
-Ensures that Arrival Experience scores meet the target.
-Handles Mobile Check-In. Maintains its take rate score of not less than 90%.
-Assigned as department’s Guest Experience Platform Champion – ensures that all
mobile requests of loyalty members are attended on a timely manner. Assures that all customer care cases in GXP are being relayed to Managers for processing.
-Balances room inventory – Opera vs. MARSHA
-Assists the team in making sure that every check-in guest will be given a
room right away.
-Performs as hotel’s in-house Reservations Agent.
-Creates, cancels, amends reservations through MARSHA – Marriott’s central
Reservation system.
-Handles group bookings, arrangements, setups and amendments.
-Relieves at the front desk if needed.
-Overviews front desk agents with their side duties and performances.
Marriott Hotel Manila
17 Feb 2017 – 01 Jan 2019
Front Desk Agent
-Processes check-in for arriving guests. Assures that all room preferences and special requests are met prior to their arrival most especially for VIPs.
-Handles group arrivals.
-Reviews guest’s billing statement upon check-out with high attention to details.
-Creates impression to guests as they arrive and attends to their needs should there be any within the duration of their stays.
-Helps maintain Guest Voice scores and hotel standings.
-Enrolls guests, whether in-house or not, to Marriott Rewards, which is a part of team’s Balance Score Card
-Helps raise hotel’s revenue through upselling rooms.
-Closes open folio items.
-Works together with team leaders on internal and community service projects.
Holiday Inn Manila Galleria
02 May 2015 – 23 Jan 2017
Guest Services Officer
-Processes check-in and check-out of hotel guests with correct room preferences and billing, respectively.
-Creates impression to guests as they arrive in the hotel and attends to their needs accordingly.
-Adds revenue to the property through upselling rooms and breakfast.
-Prepares rooms of Elite guests arriving on a daily basis. Ensures that everything in the room is working to create memorable and more personalized stay.
-Checks VIP arrivals for the next days and endorses requests and special needs to departments concerned as heads up and for their preparation. Also ensures that rooms are available before they arrive.
-Responsible for charging virtual cards of reservations booked through third-party agencies.
Ramada Manila Central
02 Jun 2014 – 30 Nov 2014
Concierge
-Mainly assist arriving and departing guests with their luggage going in and out of their rooms, or in any instances needed.
-Offers tours to in-house guests and books with partner travel agency.
-Ensures that department’s supplies are properly monitored and distributed.
-Provides information to guest’s queries.
EDUCATION
Tertiary
Jun 2009 – Apr 2013
University of Santo Tomas (España, Manila)
Bachelor of Science in Hotel and Restaurant Management
-Cum Laude
-Santo Domingo Scholar (Athletic Scholar)
Secondary
Jun 2005 – Apr 2009
Jose Rizal Institute (Orion, Bataan)
-Leadership Awardee (Campus Youth Ministry)
-Most Serviceable
ORGANIZATIONS AND ACHIEVEMENTS
Community Recognition – Sheraton Manila Hotel (June and December 2019)
- Awardee, Community Supervisor of the Month (Front of the House Category)
Brilliant Hosts Awards – Marriott Hotel Manila (June 2018)
- Spirit to Serve Awardee
Associate Quarterly Recognition – Marriott Hotel Manila (January 2018)
- Nominee, Associate of the Quarter (Front of the House Category)
Winning Ways Awards – Holiday Inn Manila Galleria (June 2016)
- Awardee, Winning Ways Superstar (Front of the House Category)
Excellence in Hospitality Training Awards – University of Santo Tomas (March 2013)
- Awardee
PERSONAL INFORMATION
Age: 27
Height: 164 cm
Birthday: 04 May 1993
Weight: 158 lbs
CHARACTER REFERENCE
Mr. Jamieson Cabral – Guest Services Manager, Sheraton Manila Hotel, +63-917-***-****
Ms. Mary Grace Weihrauch – Front Office Manager, Marriott Hotel Manila, +63-917-***-****
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