LILIAN ABALO CANAGAN

SUMMARY

High-energy Front Office Manager brings significant experience and great customer service skills. Focused on eliminating bottlenecks and maximizing productivity to meet challenging daily demands. Enthusiastic, friendly and personable demeanor with knack for organization. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

EXPERIENCE

Entrepreneur, 05/2017 - Current

Self Employed - North Hills, CA

Front Office Manager, 02/2011 - 05/2015

Auris hotel Apartment LTD - Dubai, United Arab Emirates CONTACT

Address: North Hills, CA 91343

Phone: 310-***-****

Email: adxe23@r.postjobfree.com

SKILLS

Photographed products for sale and posted pictures online to increase visibility and showcase current product availability.

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Set pricing structures according to market analytics and emerging trends.

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Supervised company social media and marketing efforts to expand brand awareness and attract new customers.

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Reviewed sales reports and adjusted sales activities or expenses to better meet budgets.

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• Met with service vendors or product suppliers to facilitate delivery. Engage with platform selling such as Ebay,Mercari,Poshmark, and Market Place.

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• Manage day to day activities of the hotel front office and guest services. Mentored new staff on correct procedures, compliance requirements and performance strategies.

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Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.

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Managed guest check-in and check-out procedures, reservations and payments.

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• Oversaw cash and credit card payment transactions at the front desk. Resolved guest complaints promptly and followed-up to verify restored satisfaction.

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Managed tasks and responsibilities for front office employees when the team was understaffed.

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• Quality Assurance

• Operations Oversight

• Complaint Resolution

• Computer Reservations Systems

• Guest Check-In and Check-Out

• Team Building and Supervision

• Hotel Reservation Systems

• Customer Service

• Interviewing and Hiring

• Staff Supervision

• Information Confidentiality

• Problem Resolution

• Work Planning and Prioritization

• Employee Development

Performance Tracking and

Evaluation

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Duty Manager, 03/2010 - 02/2011

Ramada Chelsea Hotel Al Barsha - Dubai, United Arab Emirates Hotel Front Desk Manager, 07/2008 - 02/2010

Asiana Hotel - Dubai, United Arab Emirates

Front Office Manager, 11/2005 - 07/2008

Dhow Palace Hotel - Dubai, United Arab Emirates

Maintained important files, running reports and delivering updates on occupancy and revenue.

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Developed lasting relationships with guests that built loyalty and drove hotel revenue.

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• Facilitated successful front desk operations for high-volume hotel. Managed customer complaints and rectified issues to complete satisfaction.

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Directed front desk operations with focus on hotel reputation, staff productivity and operational efficiency.

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Orchestrated staff meetings to maintain open communication and quickly address concerns.

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Met budget targets and quality standards by proactively leading team members and monitoring operations.

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Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.

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Oversaw CRM updates and backups, report generation and troubleshooting requisition.

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Planned customized itineraries for guests with special activities to support local tourism and entertainment industries.

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• Assigned work and monitored performance of project personnel. Planned customized itineraries for guests with special activities to support local tourism and entertainment industries.

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Hosted office meetings with staff to answer questions, resolve issues and keep employees informed of changes.

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Anticipated guests' needs ahead of time and responded to requests efficiently.

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Conducted transactions, confirming patient information and processing according to standard protocol.

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Managed customer complaints and rectified issues to complete satisfaction.

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Mentored new staff on correct procedures, compliance requirements and performance strategies.

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Supervised front desk operations, enabling guests to receive superior customer service from hotel staff.

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• Oversaw cash and credit card payment transactions at the front desk. Managed guest check-in and check-out procedures, reservations and payments.

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Resolved guest complaints promptly and followed-up to verify restored satisfaction.

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Front Office Supervisor, 06/2002 - 05/2005

Metropolitan Palace Hotel - Dubai, United Arab Emirates Food & Beverage Manager, 11/1999 - 03/2002

Gold Nest Hotel Mauritius - Quatre Bornes, Mauritius Assistant Restaurant Manager, 12/1997 - 11/1999

Domaine Le Pailles - Port Louise, Mauritius

Showed off dining areas, pool, spa and fitness center to prospective and current guests.

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Mentored new staff on correct procedures, compliance requirements and performance strategies.

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Received incoming calls and coordinated with staff to fulfill customer requests.

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Balanced accounts and conducted nightly audits to maintain PCI compliance and reporting standards.

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Conducted transactions, confirming patient information and processing according to standard protocol.

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Showed off dining areas, pool, spa and fitness center to prospective and current guests.

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Posted room charges for food, liquor and telephone calls based on individual customer actions.

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• Created and optimized employee schedules for shift coverage.

• Facilitated successful front desk operations for high-volume hotel. Planned and executed operations against forecasted daily business volume.

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Resolved guest questions, concerns and problems and referred complex issues to management team.

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Prepared daily orders and managed inventory with appropriate levels of product.

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• Designed plans to improve quality, process efficiency and cost control.

• Managed hiring, mentoring, advancement and promotion of staff. Developed and implemented business strategies to maximize food, beverage and merchandise sales.

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Maximized revenue and profits of hotel food services through customer satisfaction, employee engagement and meticulously clean, sanitary and safe environments.

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Managed food and beverage operations for upscale urban hotels with relentless focus on hospitable and gracious guest services.

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Maintained entire look of restaurant, keeping it clean and inviting at all times.

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Took immediate responsibility for issues and found effective solutions for swift resolution.

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Trained workers in food preparation, money handling and cleaning roles to facilitate restaurant operations.

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Interacted with customers to gauge responsiveness to hospitality and menus.

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Front Desk Receptionist F&B Department, 11/1995 - 08/1996 Le Meridian Hotel - Dubai, United Arab Emirates

Flight Attendant, 06/1994 - 07/1995

Royal Brunie Airlines - Bandar Seri Begawan, Brunie Food and Beverage Attendant, 06/1992 - 05/1994

Cebu Philippines - Cebu, Philippines

Calculated inventory and ordered appropriate supplies to meet expected demands.

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• Trained new employees to perform duties.

Worked in close collaboration with team members to ensure customers received high-quality service.

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Operated cash registers to handle both cash and card transactions, providing customers with appropriate change and receipts.

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Maintained dining and food service areas to maximize safety and cleanliness.

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Welcomed and thanked guests to demonstrate appreciation for patronage.

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• Replenished stocking stations with utensils, condiments and napkins. Maintained presence throughout meals to assist guests with additional food and beverage requests.

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Created food displays according to established standards and replaced dated products with fresh.

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• Set tables for upcoming meals by following food service guidelines. Maintained operations in full compliance with alcohol service standards and legal requirements to prevent incidents of overserving or underage drinking.

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Anticipated needs of passengers to enhance comfort and promote enjoyable flight.

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Attended trainings in customer service, conflict resolution techniques and safety procedures to remain current on new requirements and procedures.

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• Demonstrated safety equipment and procedures to meet FAA guidelines. Administered and coordinated emergency procedures or care, enhancing onboard safety.

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Instructed passengers on safety and emergency procedures and answered questions related to flight.

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Participated in pre-flight briefings to discuss flight details, weather and service plans.

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Operated cash registers to handle both cash and card transactions, providing customers with appropriate change and receipts.

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Maintained dining and food service areas to maximize safety and cleanliness.

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Welcomed and thanked guests to demonstrate appreciation for patronage.

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• Replenished stocking stations with utensils, condiments and napkins. EDUCATION AND TRAINING

HRM Hotel & Restaurant Major in Management, 03/1995 University of San Jose Recoletos - Cebu City Philippines ACCOMPLISHMENTS

Provided exceptional service that reflected restaurant standards and core values.

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Maintained presence throughout meals to assist guests with additional food and beverage requests.

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Maintained operations in full compliance with alcohol service standards and legal requirements to prevent incidents of overserving or underage drinking.

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• Set tables for upcoming meals by following food service guidelines. Demonstrated proficient knowledge of menus, services and promotions to assist customers and team members.

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• Consistently maintained high customer satisfaction ratings. Employee of the Month Awards for outstanding performance May 2007 with certificate.

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Certificate of Appreciation for Pre Opening Hotel Arabian Courtyard Hotel Dubai United Arab Emirates as Senior Supervisor

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• Successfully completed training THE UP SELLING TRAINING

• Has Successfully completed training for EFFECTIVE COMMUNICATION

• Has completed training with certificate THE TELEPHONE SKILLS

• Eton Institute Certificate TRAIN THE TRAINOR WORKSHOP 14 May 2012 Completed the training MAXIMISING REVENUE THROUGH WYNDHAM SYSTEMS TRAINING JUNE 13,2010.

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