Manager Service Representative
Resume:
ROI ANGELO ADVINCULA ASTILLERO
Mobile Number: 092********
E-mail: ***.*********@*****.***
Linkedin: https://www.linkedin.com/in/roi-angelo-astillero-1404085a/ Professional Experiences
Gross Profit Coach (Consultant)
One Team Cloud (May 2020 – October 2020)
§ Be the main contact person of hotel partners in terms of system support and website maintenance
§ Coach Hotel partners in implementing Hotel E-Commerce best practices
§ Conduct training and navigation assistance for Booking Engine, Channel Management System, and other hotel system platforms
§ Prospecting and subscription of new hotel partners
§ Ensure proper migration of hotels to the new system Gross Profit Quality Manager
DirectWithHotels LTD (September 2014 – May 2020)
§ Hire, Train and Manage Headquarters and Local Coaching pairs per portfolio.
§ Manage Copy Writer, Design, and SEO specialists.
§ Decide which prospective hotels are approached and establish direct contact with hotel partner’s Decision Makers.
§ Oversee hotel partner onboarding process from Website creation, Search Engine Optimization plan, implementation of Pay-per-Click/Google Ads, and Booking Engine Integration.
§ Set and meet gross profit target per portfolio per fiscal quarter
§ Provide structured feedback for product and process improvement priorities that will most help to meet the portfolio's gross profit growth targets.
§ Handle escalated reservations and invoicing concerns.
§ Helped create the Best Rates Guarantee Terms and Conditions used for all partner properties to eliminate rate disparity and improve direct bookings. Market Manager
DirectWithHotels LTD (August 2012 – August 2014)
§ Implement campaigns/performance interventions to achieve the team and market goals.
§ Effectively communicate the importance of the property's implementation of campaigns/performance interventions with the key person within the hotel partner organization 2 Page
§ Maintain an accurate and comprehensive database of all hotel partner contacts of all active hotels.
§ Coordinate with other Business Units or Support Service Units with regards to hotel performance updates, market, and support needs.
§ Work hand-in-hand with a local coach to undertake any coaching intervention to get the target hotel’s projected revenue.
College Instructor
ABE International College Taft (June 2010 – October 2010) AMA Computer College Makati (June 2011 – October 2012)
§ Teaches Hotel and Restaurant Management and Tourism courses
§ Trains students for TESDA assessments primarily in Hotel and Restaurant Services
§ Coached students for TESDA – NCR skills competition 2011 and also served as an expert/judge in TESDA’s Commercial Cooking and Hotel & Restaurant services competition.
§ Achieved National Certificate for Food and Beverage Services from TESDA. E-Contacts Specialist – Senior Case Manager
InterContinental Hotels Group (August 2008 – August 2010)
§ Customer Service Representative – Website Navigation
§ Provide assistance to guests who navigate and explore the InterContinental Hotels Group's consumer website; assist them in their reservation and hotel concerns via phone or email.
§ Coordinated guest concerns re: hotel reservations and queries to hotel managers and staff.
§ Provided assistance to hotel employees who navigate the company's employee website.
§ Guest Relations for the company's online rate guarantee program; Negotiate and coordinate with hotels for rate adjustments of guest reservations as per the guidelines of the company’s guarantee program.
§ Senior Case Manager – managed escalations from the team regarding website concerns and rate guarantee program disputes of hotel guests.
Educational Background
Emilio Aguinaldo College - AY 2004-2007
Bachelor of Science in Hotel and Restaurant Management Colegio San Juan de Letran - AY 2001-2002
Bachelor of Science in Management
*Character References available upon request.
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