Customer Service, Executive Assistant, Writer
Resume:
Erika Bianca Lasay
Email: ********@*****.***
Contact Number: 091*-***-****
Highly articulate individual, dedicated to promote customer satisfaction
and loyalty by fostering positive relationship with guests. Confident
working with diverse cultures and situations in which cultural awareness
and appreciation are integral. Highly skilled in customer service and
conflict resolution, always striving to ensure guest satisfaction.
SKILL HIGHLIGHTS
Effective communication skills
Strong leadership skills
Customer service
Conflict resolution
Functions well under pressure
Time management
Research skills
Team player
Results oriented
Flexible
ADDITIONAL STRENGTHS
Multilingual: Fluent in English and Filipino; Basic Chinese Mandarin
Excellent written and verbal communication skills
Technical Skills: Opera, Infrasys, Telephone console/switchboard, Infor HMS, KABA ILCO Front Desk Unit (FDU), Windows OS Platforms, Microsoft Office (Word, Excel, Powerpoint)
EXPERIENCES
Edsa Shangri-La, Manila – Front Office Agent MAR 2019 – FEB 2021
Regularized within three months of probation.
Handled check-ins and check-outs.
Performed supervisory tasks whenever no service leader is available.
Dealt with cash and credit card payments of bills and performs foreign exchange.
Assisted guests with reservations and inquiries.
Responded to complaints and situations that require immediate attention – in person and via email.
Extensive knowledge dealing with room blocks, travel agents, and room packages.
Prepared registration cards and keys for guests with transportation arrangements and escort them to the room for check-in.
Monitored room discrepancy report.
Increased hotel revenue, profits and market share through the Upsell program. Consistent Top-Upsellers every month.
During Coronavirus pandemic:
oTrained to perform new normal procedures in handling check-ins and check-outs.
oTrained as Guest Service Associate in Guest Service Center in answering calls, taking food orders, handling emergency responses, and reporting and writing DM’s log regarding guest complaints and defects in guest rooms.
oTrained as CCTV Operator in Security department in watching both live and recorded video surveillance footage, monitoring subjects, using 10 codes for radio communication, and writing and reporting incidents or suspicious behavior.
Crimson Hotel Filinvest City Manila – Front Office Agent JAN 2018 – FEB 2019
Handled check-ins and check-outs.
Performed supervisory tasks and reports to Front Office Manager.
Dealt with cash and credit card payments of bills and performs foreign exchange.
Assisted guests with reservations and inquiries.
Responded to complaints and situations that require immediate attention – in person and via email
Monitored room availability using Infor HMS and communicate with housekeeping on room status.
Worked with other departments to assist large size groups, sports teams, and VIPs.
Extensive knowledge dealing with room blocks, travel agents, and room packages.
Reported and audited KABA users for creating invalid room keys.
Handled check-out-with balance accounts, together with the settlement of group and event accounts.
Increased hotel revenue, profits and market share through the Upsell program and OTA Conversion program. One of the top 3 Upsellers and Converters every month.
Taal Vista Hotel – Front Office Agent OCT 2016 – JAN 2018
Handled check-ins and check-outs.
Dealt with cash and credit card payments of bills and performs foreign exchange.
Assisted guests with reservations and inquiries.
Responded to complaints and situations that require immediate attention – in person and via email.
Monitored room availability using Opera and communicate with housekeeping on room status.
Worked with other departments to assist large size groups, sport teams, and VIPs.
Extensive knowledge dealing with room blocks, travel agents, and room packages.
Increased hotel revenue, profits and market share through the Upsell program. One of the Top-Upsellers every month.
CNN Philippines (News and Current Affairs Dept) – Intern DEC 2015 – FEB 2016
Researched information, people and places needed for the TV programs and the TV network’s database and wrote profiles of certain people if needed.
GoodNewsPilipinas.com – Online Writer APR 2015 – MAY 2016
An affiliated organization that served as a training ground in writing
Contributed online articles that feature the good in Filipinos and the Philippines
JOB ACHIEVEMENTS
Customer Delight Program Silver Star Awardee Top Up Seller of the Month
February 2020 January – February 2020
Edsa Shangri-La, Manila Edsa Shangri-La, Manila
Top Up Seller of the Month Top Up Seller of the Month
May – December 2019 January – February 2019
Edsa Shangri-La, Manila Crimson Hotel Filinvest City Manila
Top OTA Converter of the Month Top Up Seller of the Month
January – February 2019 March 2018 – December 2018
Crimson Hotel Filinvest City Manila Crimson Hotel Filinvest City Manila
Top OTA Converter of the Month Top Up Seller of the Month
July– December 2018 January – February 2018
Crimson Hotel Filinvest City Manila Taal Vista Hotel
Top Up Seller of the Year Top Up Seller of the Month
Year 2017 January to December 2017
Taal Vista Hotel Taal Vista Hotel
Nominated as Front of the House Employee
Second Quarter 2017
Taal Vista Hotel
EDUCATION
De La Salle University – Dasmariñas Chung Hua High School
June 2012 – May 2016 June 2008 – April 2012
Bachelor of Arts in Broadcast Journalism
PROFESSIONAL REFEREES
Alvin Franciso Iñaki Llandro Fargas
Director of Human Resources Operations Manager
Edsa Shangri-La, Manila Dolinsky Digital
Phone: (091*-******* Phone: (091*-*******
Elijah Gabriel Santos Sharrie Mae Villanueva
Front Office Supervisor Training Manager
Edsa Shangri-La, Manila Crimson Hotel Filinvest City Manila
Phone: (094*-******* Phone: (097*-*******
Contact this candidate