Service Representative Front Desk

Madonna Helotina Casuga

Address: **** ********* *** *., ************, FL 32244

Mobile: 858-***-**** / Email:********@*****.***

Objective:

Pursuing for positions that will utilize my experiences and expertise in hospitality, managing associates, efficient budget utilization, payroll management, and marketing initiatives, for my career growth and for the benefit of the organization.

Summary:

A detailed and goal-oriented Hotelier with over fifteen years of experience in the federal hospitality industry. Manages an entire hotel operation such as Payroll, Marketing, Building Management and Human Resources. Creates and utilizes annual property budgets. Creates and determines a five-year capital plan.

Employment History

ASSISTANT GENERAL MANAGER

102 Room Property

NAVY LODGE JACKSONVILLE

Naval Air Station Jacksonville

6099 Mustin Rd., Bldg. 802, Jacksonville FL 32212

August 2018 to Present

Assists the General Manager in the daily operation of the hotel.

Utilizes creative methods to meet and exceed occupancy goals.

Assists in maintaining operating expenses at budget.

Government Purchase Card Holder. Maintains integrity and responsibility for Government Purchase Card Regulations.

Creates AC01 to submit to proper management depending on the purchase amount. Enters Information to Lawson system for review and approval of the item to purchase.

Contacts vendors and compare prices to meet budget and to present minimum number of quotes to present to upper Management

Recognize cost saving measures and takes action.

Develop financial reports for management submition

Utilizes financial me thods and system to input information

Gathers financial data to retrieve the status of programs

Follows cash/collection policies and procedures.

Participates in the community events and marketing.

Ensures asset value through proper preventative and general maintenance.

Maintains all inventories at proper levels.

Maintains labor cost and cost ratios in accordance with budgeted levels and volume.

Maintains payroll expense. By reviewing and approving schedules.

Communicates with all the departments on base and within the organization and company.

Performs assignments for organizations that are designed to further develop applicable analytical and evaluative skills and techniques.

Screens, interviews and hires candidates.

Develops and issues work performance reviews.

Validate processes, research discrepancies, follow-up on outstanding contracts and due-in receipts.

Collaborates with vendors to define procurement requirements and discuss procurement needs.

Outstanding organizational and interpersonal skills and effectively deal with all business contacts.

Ensures all cash sales and the sale of bulk subsistence transactions are in accordance with the Department of Defense, Department of the Navy and NAVSUP guidance.

Maintains liaison with contractors to assure compliance with contractual requirements and obligations and to resolve complex issues or problems.

Interprets and applies relevant laws, regulations, policies, standards, or procedures to specific contracting issues.

Maintains a comprehensive on the job training program that include lectures and demonstrations

Excellent knowledge of Property Management System (Epitome for Navy Lodge).

Strong experience in implementing, developing and evaluating management standards.

Thorough knowledge of PC software.

Exceptional ability to maintain proper mental attitude and physical stamina to deal effectively with guests, employees, managements and outside contact while meeting deadlines and working under pressure.

Processes orders, receipts, cancellations, returns, redistribution of stock, coordinating deliveries, obtaining items not in stock, catalog search, records keeping, inventory, and customer contact for the property.

Developed capacity, performs recruitment and placement assignments involving clerical and assistant, technical, and trade worker occupations.

Provided recruitment and placement, and affirmative employment advisory services, provided advice on most productive recruitment strategies for filling competitive or accepted service positions.

Participated in special initiatives, studies and projects, and affirmative employment activities.

Advised installations on regulatory compliance, other program requirements, and recommends possible alternate solutions to issues. Provide advice by using sound judgement and technical competency.

At higher grade, provided recruitment and placement services to complex and dynamic organizations requiring wide range of professional, scientific, administrative, and highly technical positions.

Prepared written correspondence and other documents to include items for newsletters, responses to congressional inquiries, reports of specialist studies, briefings, responding to inquiries from employees and other customers.

Served as Contract Specialist responsible for acquisition planning, contract negotiation, execution, and contract administration.

Evaluated responses to solicitations, including price reasonableness, and adequacy of competition.

Reviewed negotiated contract for inclusion of all acquisition/requirements.

Resolved technical problems presented by the contractor in coordination with the Contracting Offices Representative (COR) and the Program Manager (PM).

GENERAL MANAGER

49 Room Property

NAVY LODGE BANGOR

Naval Base Kitsap

2906 Trigger Ave., Silverdale, WA 98315

March 2016 to July 2018

Responsible for the daily operation of the hotel.

Met and exceed occupancy goals.

Maintained operating expenses within budget.

Recognized cost saving measures and takes action.

Followed cash/collection policies and procedures.

Participated in the community events and marketing alongside MWR, Costco and other departments on base and vendors

Ensured asset value through proper preventative and general maintenance.

Maintained all inventories at proper levels.

Maintained labor cost and cost ratios in accordance with budgeted levels and volume.

Maintained payroll expenses.

Maintained integrity and responsibility for Government Purchase Card Regulations.

Approved Government Purchase card purchases.

Communicated with all the departments on base and within the organization and company.

NAVY LODGE MAYPORT

Mayport, Florida

February 2014 - December 2014

GUEST SERVICE REPRESENTATIVE AND NIGHT AUDITOR

Created guest room reservations.

Welcomed, registered, and assigned rooms to guests.

Posted charges for rooms and miscellaneous and collected payments.

Kept guest's accounts and room availability records manually or using computers.

Issues room keys and direct guests to their assigned room.

Responsible for performing simple bookkeeping activities like balancing cash accounts.

Accountable for reviewing accounts and charges with guests while checking out.

Received and transmitted messages, using telephone and telephone switchboards.

Coordinated with all other departments in the lodge to ensure the proper flow of the daily operation.

NAVY LODGE YOKOSUKA

CFAY, Yokosuka, Japan

October 2010 – February 2013

GUEST SERVICES SUPERVISOR

In charge mainly of the front desk daily operation.

Conducted interviews for new applicants.

Supervises and oversees all the duties performed by all employees of front office.

Coordinated with housekeeping and maintenance department.

Made sure that all employees complete their essential tasks before leaving.

Responsible for daily monitoring and proper training of all service levels provided by employees to fellow employees and guests.

Checked and corrected e-time reports for deficiencies.

Responsible for monitoring and supervising that all employees follow proper cash handling procedures.

Maintained and monitors proper front office operational supplies.

Maintained hygiene and organization of front desk, back office, front desk storage and locker rooms.

Responsible in booking group reservations and ensures accuracy of rooming lists, groups, arrivals, amenities, etc.

Handled guest complains.

Created annual work performance review for all front desk clerks

Second in command or act in behalf of the Manager when he/she is not present.

NAVY LODGE ATSUGI

NAF Atsugi Naval Base, Atsugi, Japan

March 2007 – August 2010

Guest Services Supervisor

In charge mainly of the front desk daily operation.

Conducted interviews for new applicants.

Supervised and oversaw all the duties performed by all employees of front office.

Coordinated with housekeeping and maintenance department.

Make sure that all employees complete their essential tasks before leaving.

Disciplined, counseled and coached employees if necessary, using proper techniques and documentation.

Responsible for daily monitoring and proper training of all service levels provided by employees to fellow employees and guests.

Created and assisted with any problem in scheduled shifts on the night audit shifts and at the same time keeping the hours within the payroll budget.

Checked and corrected e-time reports for deficiencies.

Responsible for monitoring and supervising that all employees follow proper cash handling procedures.

Maintained and monitors proper front office operational supplies.

Maintained hygiene and organization of front desk, back office, front desk storage and locker rooms.

Responsible in booking group reservations and ensures accuracy of rooming lists, groups, arrivals, amenities, etc.

Handles guest complains.

Created annual work performance review for all front desk clerks

Second in command or act in behalf of the Manager when he/she is not present.

NAVY LODGE ATSUGI

NAF Atsugi Naval Base Atsugi, Japan

December 2005 – March 2007

GUEST SERVICE REPRESENTATIVE

Creates guest room reservations.

Welcomes, registers, and assigns rooms to guests.

Posts charges for rooms and miscellaneous and collected payments.

Kept guest's accounts and room availability records manually or using computers.

Issues room keys and direct guests to their assigned room.

Responsible for performing simple bookkeeping activities like balancing cash accounts.

Accountable for reviewing accounts and charges with guests while checking out.

BLUE WATER GRILL

NAF Atsugi Naval Base, Atsugi, Japan

September – November 2005

Waitress

Provide friendly and personable customer service. Direct guests and take orders. Ring orders and collect payments. Coordinate with the kitchen personnel. Ensure cleanliness and orderliness of the dining area and set the tables ready for the next day’s operation.

UNITED SEAMEN’S SERVICE CENTER (SEAMAN’S CLUB)

Diego Garcia, British Indian Ocean Territory (B.I.O.T.)

June 25, 2001 – July 19, 2002

Waitress/Food Attendant/Gift Shop Cashier

Take reservations over the phone and/or in person. Set tables and ensure that condiments are always refilled. Direct guests, hand out menus and answers questions pertaining the menu and the special of the day and make suggestions, describe the day’s special and make recommendations and/or suggestion.

Take orders, serve foods and drinks. Clear used items from the tables. Ensure the cleanliness of the dining area. Polish cutlery and occasionally glasses. Responsible for the monthly wine inventory.

Ring ordered items from the restaurant and/or Gift Shop, take payment and give change to customers.

Education and Training

MANAGER IN TRAINING

80 Room Property

NAVY LODGE GULFPORT

Naval Construction Battalion Center Gulfport

Bldg. 463, 1st Street Gulfport, Mississippi

January 2015 – February 2016

Assist the GM in the daily operation of the hotel.

Meet occupancy goals.

Assists in maintaining operating expenses at budget.

Recognize cost saving measures and takes action.

Follow cash/collection policies and procedures.

Participate in the community events and marketing.

Ensure asset value through proper preventative and general maintenance.

Maintains all inventories at proper levels.

Maintain labor cost and cost ratios in accordance with budgeted levels and volume.

Maintain payroll expenses.

Communicates with all the departments on base and within the organization and company.

Prepares Annual Work Performance Reviews for associates.

1997 – 2001 POLYTECHNIC UNIVERSITY OF THE PHILIPINES

Sta. Mesa, Manila

Bachelor in Hotel and Restaurant Management – 4 Year Course

Awards and Certification

Certified Hospitality Supervisor, through the Educational Institute of the American Hotel and Lodging Association since December 2011.

Certified Gold Service Representative, through the Educational Institute of the American Hotel and Lodging Association since December 2012.

Certified Front Desk Representative, through the Educational Institute of the American Hotel and Lodging Association since 2006.

Certified Breakfast Attendant since 2018.

2009 Supervisor of the Quarter Navy Exchange Atsugi

2010 Supervisor of the Quarter Navy Exchange Yokosuka

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