Front Office Manager
Resume:
JELISSA SHANNON R. CADIOGAN
** ****** ****, **********, ******* T7S 1L6
****.********@*****.***
OBJECTIVE
To obtain a challenging and rewarding position with a growth-oriented company that promotes teamwork, to acquire new and significant skills and knowledge through excellent training and hands-on experience, and actively participate in achieving company goals, mission and vision. EDUCATIONAL BACKGROUND
• Bachelor of Science in Travel Management.
University of Santo Tomas, Philippines
June 2010 – 2014
CUM LAUDE, UST CTHM Graduation Lead Usher, March 2013; Galileo Certified User; Dean’s Lister, Second Semester A.Y. 2013-2014; Dean’s Lister, Second Semester A.Y. 2012-2013; Dean’s Lister, Second Semester A.Y. 2011-2012; Dean’s Lister, First and Second Semester A.Y. 2010-2011; AZUL: Discovering Endless Tourism Opportunities in Water (Class event Program Committee Secretary), September 2012; Class Secretary A.Y. 2010-2011
• Secondary Education
Stella Maris College
June 2006 – 2010
Honor Student A.Y. 2007-2008; Proper Decorum Awardee A.Y. 2006-2007; Class Secretary A.Y. 2009- 2010; Class Vice Chairman A.Y. 2007-2008; UP Speech Choir Competition Participant A.Y. 2009-2010; Volleyball Varsity Player, 2006-2008; Table Tennis Varsity Player, 2008-2010
• Elementary Education
Stella Maris College
1999-2006
SEMINARS AND CONVENTIONS ATTENDED
• “HR Fundamentals Training, Virtual Zoom Training, November 2020”
• “Red Cross First Aid Training, F1 Hotel Manila, February 2020”
• “Life is Rich: Mission Vision Values, Richmonde Hotel Ortigas, June 2019”
• “Occupational Safety and Health Seminar, Richmonde Hotel Ortigas, June 2019”
• “Business Grammar”, Eastwood Richmonde Hotel, September 2017
• “W.A.V.E (Work Attitude and Value Enhancement)”, Richmonde Hotel Ortigas, August 2016
• “H.E.A.R.T. for Service (Hospitality Excellence: A Richmonde Tenet for Service)”, Eastwood Richmonde Hotel, October 2015
• “Standard Hotel Security Practices & Laundry Services”, Radisson Blu Hotel, September 2011
• “Best Management Practices – For Commercial Kitchens and Food Safety”, Crowne Plaza Hotel, September 2010
WORK EXPERIENCE
• Drawsteel Builders
Human Resources and Customer Experience Manager
September 26, 2020 – January 22, 2021
Implement General Company Rules and Regulations.
Develop, implement, and evaluate departmental programs and services. Conduct feedback calls/emails to gather information on customer opinion of rendered services. Develop policies in the assigned areas of responsibility and discipline staff. Investigate complaints filed by employees against fellow employees. May conduct in-house hearings, give penalty under General Company Rules and Regulations as necessary. Ensure all employee benefits are given when due.
Update, file and maintain medical, leave of absence, and overtime records of all employees and maintain 201 employee files.
Maintain employees benefits such as: SSS, BIR, Pag-IBIG and Philhealth application and concerns. Compensation and benefits administration, record and process time keeping. Prepare memo for HR announcements.
Perform recruitment and selection process. Source and select qualified applicants for a specific job requirement
Conduct orientation and training for newly hired, regular and project employee. Monitor all contracts of the regular and project employee. Assess training needs analysis for all employees.
Plot all training needs and proposed seminar / training of each employee in the training roadmaps of the year.
Conduct annual performance evaluation and quarterly if necessary. Review performance evaluation and recommend necessary training needed for development. Utilize customer relationship management tools in coordinating and monitoring customer experience feedback.
Provide communication mediums through which customers can readily contact the company and vice versa.
Handle online platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.
• F1 Hotel Manila
Duty Manager
August 5, 2019 –
September 20, 2020
Handles guest complaints and other related problems and reports on the Duty Manager’s log Inspects room and public areas to ensure that standards are met Coordinates with all departments concerned in order to maintain smooth operations during the shift Takes lead in handling emergency situations in the absence of the GM Prepares and checks for VIP’s arrival and escorts guests to rooms Assists in VIP’s arrival/departure
Promotes and maintains good public relations
Assists reception, business center, cashier, concierge and bell service during periods they are busy Authorizes charges to be made for late departures and/or compliments on them Approves and sign for rebates etc., as required by Front Office Cashier Checks cleanliness of lobby and public areas, lights and as well as Front Office staff in proper and orderly appearance and behavior
Takes action with the Emergency Response Team in emergency situations
• Richmonde Hotel Ortigas
Front Desk Manager
March 16, 2019 – August 3, 2019
Handles and addresses guest concerns and requests promptly Inspects room and public areas to ensure that standards are met Coordinates with Housekeeping on room status every time Conducts pre-shift briefing prior to duty time
Ensures adherence by all staff to all policies and procedures established by the hotel Always ensures provision of quality service
• Richmonde Hotel Ortigas
Front Desk Supervisor
April 6, 2017 – March 15, 2019
Maintains the smooth flow of operations of the Front Office Department Able to lead and direct the Front Office Team
Monitor other departments such as Concierge, Minor Operating Department and Reservations
Effectively resolves guest and agent complaints and issues Operations standards compliance
Ensures funds and sales security and accuracy
Performs daily Front Desk Agent side duties as required Cash handling and credit card processing
Ensures completeness of documents and reports
Ensures effective record keeping
Ensures all tasks are completed in a timely and organized manner Do end-of-day reports
Ensure excellent guest services and customer relations Acts as Duty Manager when needed
Clearly communicates with the Duty Manager of daily routine of the Front Office Department
• Richmonde Hotel Ortigas
Front Desk Agent
April 6, 2015 – April 5, 2017
Has a comprehensive knowledge of the hotel Opera System Able to do Check-In and Check-Out procedures
Effectively handles guest requests and complaints
Capable of being a night auditor
Handles billing and payment transactions
Taking and booking reservations
• PAL Express
Customer Service Agent
June 6, 2014 – March 5, 2015
Efficiently and accurately do check-in procedures for passengers Able to interact and assist different types of people Able to appropriately do baggage handling procedures Able to do credit card transactions
Effectively handles irate customers and customer complaints/concerns SUMMARY OF QUALIFICATIONS
• Knowledgeable of the Micros and Opera System
• International English Language Test (IELTS) – Score: 7.0
• Certified Galileo Reservation System User – 31 March 2013
• Outstanding communication and interpersonal skills
• Speaks, writes and understands Filipino, English, basic German and French Language
• Effectively adapts, adjusts and interacts with people under stressful situations
• Strongly committed to achieve assigned goals and tasks
• Adequate first aid and medical skills
• Excellent organizational and time management skills
• Satisfactory work ethic
• Acts with purpose and urgency
Contact this candidate