Customer Service Front Office
Resume:
Roland G Mangawang ***** Braddock Rd.,
Centreville, VA 20120
PROFILE
Professional Summary 20+ Years of all aspects of Customer Service
Maintaining Financial with Vitality & Integrity
Organization Leadership/Policy & Procedures Development
Proven ability to establish and maintain excellent communication and relationships with clients. Excellent time management skills combined with a superior knowledge of the customer service industry.
Employment History:
Guest Services Expert
July 2019 – March 2025
Westfield Marriott Washington Dulles Airport, Chantilly,
VA.
Assisted with the guest check-in experience, guest
Complaints, and special requests.
Checked front office accounting records for accuracy
And, on a daily basis, summarized and compiled
Information for the hotel’s financial records
Tracked room revenue, occupancy percentages, and
Other front office operating statistics.
Providing quality customer service through positive
And professional interactions.
Analyzing sales figures and devising marketing and revenue strategies.
Addressing problems and troubleshooting.
Ensuring security is effective.
Customer Service Representative
Jan 2022-March 2024
United Airlines Dulles Airport
Providing quality customer service through positive and
Professional interaction.
Assisted with passengers check-in and special requests
Advised passengers documents requirement
Assisted guest putting claim tags on baggages
Promoted airline products and services.
Gave gate directions and assistance
Guest Services Expert
Night Auditor
July 2015-July 2019
The Ritz Carlton, Pentagon City, Arlington, VA
Assisted with the guest check-in experience, guest
Experience, guest complaints and special requests
Checked front office accounting records for accuracy and, on a daily basis, summarized compiled information for the hotel’s records.
Tracked room revenue, occupancy percentage, and other front office operating statistics.
Providing quality customer service through positive and professional interaction.
Planning and organizing, promoting and marketing the business.
Maintaining statistical and financial records.
Addressing problems and troubleshooting.
Ensuring events and conference run smoothly
Ensuring security is effective
Ensuring compliance with licensing laws, health and
Safety and other statutory regulations.
Guest Services Representative
May 2014-July 2015
Marriott Dulles Airport, Dulles, VA
Assisted with guest check-in/out in a timely manner.
Tracked room revenue, occupancy percentages, and other front office operating statistics.
Prepares a summary of cash, check, credit cards activities, reflecting the hotel’s financial performance for the day.
Post room charges and room taxes to guest accounts including guest transactions not posted during the day by the front office cashier
Process guest charge vouchers and credit card vouchers
EDUCATION:
Philippine School of Business Administration
Manila, Philippines
Bachelor’s Degree in Business Administration
Major in Accounting and Management
HIGHLIGHTS:
O Financial Accuracy o Team Leadership
O Staff Supervision o Microsoft Office
O Conflict resolution ability Proficiency
O Flexibility in scheduling o Well organized
O Strong verbal communications
O Superior interpersonal skills
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