Excellent communication skills.

CHRISTINE IVY C. MERAÑA

E-mail Address: ************************@*****.***

Mobile No.: +63-950*******

OBJECTIVE:

To be able to obtain a secure job on a company that would aid me in widening my skills, knowledge and at the same time make me grow as an asset to the company.

POSITION DESIRED:

Reservations Agent / Telephone Operator / Customer Service Specialist

SKILLS:

Knowledgeable and proficient in OPERA PMS function

MS Office expert (Word, PowerPoint, Excel, and Outlook)

Outstanding in handling switchboard calls

Excellent interpersonal communication skills, good positive work attitude

Able to work fast, effective and efficient

PERSONAL INFORMATION:

Date of Birth: February 15, 1984

Gender: Female

Nationality: Filipino

Marital Status: Single

Current Address: 2538 – A Esmeralda Street San Andres, Manila

WORK EXPERIENCE:

Radisson Blu Hotel Doha, Qatar

Reservations Department – Reservations Agent

October 14, 2018 – February 28, 2019

Intersection of C – Ring and Salwa Road Doha, State of Qatar

DUTIES AND RESPONSIBILITIES

Handling external and internal calls, attending caller’s inquiry with regards to room reservation and provides information correctly.

Assisting guests for their rate inquiry (Best Available Rate) of the day, discuss about room facilities as well as features and rate inclusion.

Attending guest reservation special requests according to occasions, room arrangement and further instructions.

Monitors and attend outlook messages/ emails and reply accordingly.

Communicates and coordinates with Revenue Manager and Reservations Manager.

Receives incoming faxes and go ahead with the booking also/ update/ amend the booking in the system if required.

Reply to Booking.com, Agoda and Expedia extranet inquiry and messages.

Radisson Blu Hotel Doha, Qatar

Front Office - Telephone Operator

September 17, 2013 – October 14, 2018

Employee of the month (September 2016)

Intersection of C – Ring and Salwa Road Doha, State of Qatar

DUTIES AND RESPONSIBILITIES

Handling incoming, external and internal calls, attending guest request and inquiries, provides information about hotel facilities & services, takes messages and directs call to the guests.

Assisting guest special requests (i.e. screening calls, do not disturb and confidential status) during their stay at the hotel.

Attending guest requests for extra amenities in the room, make up room, assistance to use the room facilities (coffee machine, shower, TV, AC & internet).

Dispatch housekeeping, maintenance, bellman, IT and valet staff to the room as per the guest instruction or as required.

Logs all wake-up call requests and performs wake-up call services.

Informing the guest of any messages faxes and parcels received.

Dealing with guest complains/ issues, taking responsibility to resolve it by finding the suitable solution or by contacting the appropriate individual to do the job correctly and by informing the Duty Manager as well to be aware of the guest situation and to keep him updated in case guest needs further assistance. After that, make a follow up with the guest to ensure that the result satisfied and met their expectation.

Monitors and attend the Fire Alarm Panel for trouble and fire alarms and inform concerned personnel like Fire Safety Officer, Duty Engineer, Security and Duty Manager.

Dealing with emergency situation like calling ambulance, police, fire brigade and doctor.

Attending calls from the Fire Emergency & CID direct line, lift intercom as well as from the Disabled Assistance control panel connected from the disabled rooms.

Conducting our Monthly on Job Skills training at the PABX office.

Trains, assists and evaluate inter department cross trainee, hotel management trainee, colleagues and new telephone operator team mate about Telephones duties and responsibilities according to hotel standards.

Telephones in charge when the Supervisor is away or on vacation. (Supervising, coaching & making the weekly duty roster).

Communicates and coordinates with Front Office Manager and Hotel Duty Manager.

Keeping records of calls placed or received from all departments and recording the call charges in the logbook.

Receives and dispatched faxes accordingly and reply to emails.

Assisting guest requests like late check out, room amenities make up room, transportation and wake up calls through Runtriz Request Management System.

Updating the calendar of Major Events in Doha as well as hotel’s Food and Beverage promotions every month.

Taking restaurant reservation and assisting inquiries about F&B promotions and hotel events.

Updating the hotel directory information on the Front office software.

Aegis Services Philippines, Inc.

Customer Service Representative

April 10, 2012 to August 04, 2013

Aegis Center, Ayala Avenue corner Sen. Gil. Puyat Avenue, Makati City

DUTIES AND RESPONSIBILITIES

Handling calls for GLOBE TELECOM SUBSCRIBERS

Provide comprehensive and quality customer care at all times through telephones

Activate the change of postpaid plans and services of the subscribers

Communicate effectively and efficiently with internal and external customers

Ensure customer satisfaction in all transactions like billing explanation / adjustments

Use all available tools to research for resolutions for customer issues

Ensure validity and confidentiality of client/customer information

Alpha Salcedo Condominium, Antel, Renaissance, Grand Soho

Room Attendant (On Call)

November 2011 to April 05, 2012

Salcedo Village, Makati City

DUTIES AND RESPONSIBILITIES

Collect all the rubbish and place into a plastic bag.

Empty trash, wash and dry containers including waste bins, ashtrays, flower vases and

kitchen utensils.

Make up the bed.

Change curtains and clean window glasses.

Clean the bathroom.

Dusting furniture’s and fixtures.

Vacuum carpeted floors.

Sheraton Dubai Creek Hotel and Towers

Housekeeping Rooms and Public Area Attendant

October 2007- December 2009 (Employee of the Month: March 2009)

Baniyas Road P.O. Box 4250 Dubai, UAE

DUTIES AND RESPONSIBILITIES

Report daily to the housekeeping supervisor for briefing and instructions

Prepare the cart with cleaning tools and complete room supplies / amenities needed before going to assigned rooms.

Check the status of the room for any losses or damages and report items left by the guest.

Carry out standard cleaning of my assigned rooms and making sure that the standard beddings is well maintained.

Perform other related duties assigned from time to time by the housekeeping supervisor.

ROOM KEEPER

April 2005 – September 2007

Paseo Parkview Suites

Valero Street Salcedo Village, Makati City

SERVICE CREW

January – March 2005

Kentucky Fried Chicken

Pasong Tamo, Makati City

TRAININGS ATTENDED:

FIRE TRAINING

Conducted by Hotel Fire Safety Officer

April 08, 2018

Theory about classification of fire, basic knowledge and respond on hearing the alarm.

Fire Fighting Skills Training and usage of different kinds of fire extinguishers based on the fire classifications.

BABY SITTING

Expert Rating Global Online Training conducted by Training Manager

April 04, 2018

Fundamentals in Baby Sitting, safety precautions, dealing with emergency situations and dealing with different kinds of child’s behavior.

ROOMS RESERVATION AGENT – Cross Training Radisson Blu Hotel, Doha

Reservations Department

March 05 – May 05, 2018 (100 hours)

Fundamentals and Standard Operating Procedures in Rooms Reservation.

Leaned about market codes and rate codes information and details.

Familiarized with the rate codes and market codes of the company’s holding a corporate account.

Booked a room for Discover Qatar, Occidental Petroleum, and North Oil guests according to corporate rates, preferences and booking instruction.

Booked a room for individual under guest account based on the best available rate of the day.

BUSINESS CENTRE SECRETARY – Cross Training

Radisson Blu Hotel, Doha

Front Office Department

January 31 – March 31, 2015 (100 hours)

Attend Front Office briefing for any special instruction. Important message of the Front Office Manager, Duty Manager and hand overs from colleagues.

Check pending tasks, read emails and respond accordingly.

Assist the guest for using Café Station, printing, photocopying, scanning and faxing services.

Answer queries with regards to Business Center services and charges, meeting room reservation, courier service and guest flight confirmation.

ADMINISTRATIVE ASSISTANT – Cross Training Sheraton Dubai Creek Hotel and Towers

Engineering Department

September – October 2009 (100 hours)

Daily report of electricity and water consumption per occupied room to the Director of Engineering

Check the attendance sheet if all associate are duty based on the monthly roster

Inform assigned technicians for maintenance request received from various departments.

Updating all the files for documentation

TELEPHONE OPERATOR– Cross Training

Sheraton Dubai Creek Hotel and Towers

November - December 2008 (100 hours)

Attending switchboard calls

Carried out wakeup call request of the guest

Receiving of incoming fax for distribution to concern departments

Encoding of Star Guest Request to Opera System

BAR STEWARD

Magsaysay Training Center

September 05 to September 08, 2005

Fundamentals in bartending including beverage classification, mixing and serving cocktail drinks

DINING STEWARD

Magsaysay Training Center

June 27 to June 30, 2005

Preparatory hotel work dealing with basic principles of good guest relations, service methods and product knowledge

EDUCATIONAL BACKGROUND:

BS IN TELECOMMUNICATION TECHNOLOGY

UNIVERSITY OF MAKATI

2001 - 2005

JP Rizal Extension, West Rembo, Makati City, Philippines

MT.CARMEL SCHOOL OF INFANTA

1997 - 2001

Infanta, Quezon

BINONOAN ELEMENTARY SCHOOL

1991 - 1997Brgy. Binonoan, Infanta, Quezon

REFERENCES:

Available upon request.

Contact this candidate