Front Desk Night Manager
Resume:
JENIFER CATUBAG
Experience
November **** – September 2021
Guest Service Agent • Holiday Inn Express • InterContinental Hotels Group
June 2018 – June 2020
Front Desk Supervisor • Citymax Hotel By Landmark Group February 2016 – June 2018
Front Desk Shift Leader • Citymax Hotel By Landmark Group Responsibilities: • Shift in Charge Strong knowledge of Departmental Procedures, SOP's, roles and responsibilities of each job profile in Front Desk. • Knowledge in OPERA & VICAS software. • Handling Departure control for the day. • Handling Check-ins/Check-outs for the day as per SOP • Co-coordinating with Sales team to secure long term bookings in order to generate revenue and establish customer loyalty. • Managing Front Desk related operations as per shift.
• Assisting Lobby Managers, AFOM, and Night Manager & Front Office Manager in their daily operations.
Key Achievements: • One of the Highest up selling Revenue generators within the department • Best Employee of the Month 2018.
December 2014 – December 2015
Sales Executive • City of Dreams at Macau, Cotai, China(Corporate Office) • Upscale Casino and Luxury Hotel & Spa
Responsibilities: • Handling incoming Sales calls as per agreed call handling standards from National and International clientele including agencies, corporate and individuals. • Knowledge of Opera Operations • Establishing the customer needs, matching the requirements, quote relevant rate whilst maximizing sales opportunities and close the sale, confirming details and advising any relevant information. • Actively contributing to the achievement of jointly agreed revenue targets. • Participating in job specific training programmed with the objective of becoming a multi-skilled agent across the center • Creating, maintaining and interpreting accurate customer data on the Opera System. • Contribute to the outgoing development and improvement of the HOTEL customer experience. Key Achievements: • Highest score in the team in terms of conversion, revenue target, and number of call handling time taken & call quality done tests done every month. • Won the highest number of rooms sold in a particular month • Training new agents on shift and ensuring they are familiar with relevant information PROFILE
To obtain a suitable position in a
progressive organization to utilize my
skills developed from previous
experiences to the optimum level and
thereby grow in my career, enhance my
knowledge and future prospects in the
industry.
Al Banai Building opposite NMC
Hospital, Al Nahda 1, Dubai,
UAE
**************@*****.***
PERSONAL DETAILS
Birth Date: 15th September 1990
Nationality: Filipino
Marital Status: Single
Gender: Female
LANGUAGE ABILITY
English
Filipino
Spanish (Basic)
Russian (Basic)
Arabic (Basic)
CORE COMPETENCIES
• Organizational Skills
• Resource Planning
• Performance Enhancement
• Coaching
• Communication
• Decision Making
• Teamwork
TRAININGS
• Landmark Group Corporate Office
(Sales Department Training)
• Cross Training at Managerial position
at Citymax Hotels.
• Cebu Pacific Airline Training @
Manila, Philippines.
• IBM (IT Training)
• Basic Safety Training
• Career Development Training @
Accor Hotels.
• Flight Cabin Crew Training @ Sofitel
Luxury Hotels & Resort.
regarding City of Dreams Hotel along with main duties as per the Standard operation procedure.
November 2012 - November 2014
Guest Relation Executive • Sofitel Luxury Hotels & Resort at Ponte 16- Macau, China • Accor Hotels Hospitality Company Responsibilities: • Strong knowledge of Departmental Procedures, SOP's, roles and responsibilities of each job profile in Front Desk & Guest Relation. • Knowledge of Opera Software. • To oversee and coordinate all arrivals and departments of VIP guest (Ensure Pre-arrival screening, Arrival procedure pre-planned and Post Departure Feedback for VVIP) • To Coordinate with Head of various departments (Housekeeping, F&B, Maintenance, Engineering, IT, Transport, Events, Sales & Marketing) • Pre-allocation & Audit of Rooms for VIP/HWC arrivals & to ensure team circulates the Check-list. • Analyze customer feedback and provide strategic direction to continuously improve overall ratings. • Direct, coach and manage guest relation team including Expat Staff to ensure all standards and operating procedures are adhered to. • Maintaining Guest Relation, Front Desk Reports and Database. • Oriented towards overall objective of business, maintaining brand standards and Revenue driven approach.
Key Achievements: • Employee of the year 2014
June 2010 - January 2012
Guest Service Ambassador • Fairmont Hotels & Resorts - Manila, Philippines • Accor Hotels Hospitality Company
Responsibilities: • Strong knowledge of Departmental Procedures, SOP's, roles and responsibilities of each job profile in Front Desk & Guest Relation. • Monitor all inquiries for reservation and manage all communication with clients for hotel rates and assist to increase revenue though occupancy. • Knowledge of IDS software. • Establishing customer needs, matching the requirements, confirming details and advising any relevant information. • Develop and maintain effective professional relationship with all clients and provide assistance on phone and in person. Ensure optimal level of customer services for all guests and manage all communication with guests for check in and check-out process. Key Achievements: • Employee of the month 2010 • Top Up-selling Revenue generator.
March 2009 October 2009
Customer Service Representative • IBM Business Services - Quezon City, Metro Manila, Philippines
Responsibilities: • Advise and guides the client regarding the use of a broad range of products, offerings, and services. • Following a standard call flow and problem handing processes (scripted or not scripted) • Verify entitlement, perform problem determination, resolve, close the problem, or route the incident record to the appropriate level of support. • Support the client by answering questions and responding to client requirements. • Utilize the product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance. • Guide the client, advising on potential resolutions and their implementation, and play a key role in overall client satisfaction.
ACADEMIC QUALIFICATIONS
STI College Global City, Taguig, Philippines
November 2008–November 2012
Bachelor of Science in Information Technology
De La Salle University Manila, Philippines
June 2006–May 2008
Diploma in Hotel Restaurant and Tourism Management References
Available upon request.
Contact this candidate