Manager Customer Service
Resume:
Norman T. Sicat
Emerald St. Gemsville Subd., Dolores
City of San Fernando, Pampanga
Philippines 2000
Mobile Number: 093******** or 093********
Office Number: 02 8451888, 045-******* local 1360
Home Number: 045-*******
Email: ************@*****.***
CAPABILITIES
1 Competitive to work towards company goals.
2 Determined to satisfy client / guest needs.
3 Flexible & Multi- skilled.
4 Performed functions of a General Storeroom Supervisor
5 Performed Functions of a Purchaser.
6 Assists Executive Chef in preparation of market list.
7 Approves market list in the absence of Executive Chef and Sous Chef.
8 Well versed in hotel systems.
PROFESSIONAL EXPERIENCE:
General Storeroom Supervisor
November 2006 up to present
Holiday Inn Clark, Philippines
InterContinental Hotels Group
Mimosa Drive, Mimosa Leisure Estate
Clarkfield, Pampanga, Philippines
Job Description as a General Storeroom Supervisor
- Reports directly to hotel’s Executive Chef.
- Prepares market list for F&B production base on hotel occupancy & banquet events order.
- Supervises general storeroom staffs.
- Maintains close coordination with Purchasing Department.
- Assist Purchaser in market survey for quality of goods and price comparison.
- Maintains quantity control through inventory system.
- Maintains quality control by visual examination of the shipment / deliveries.
- Ensures that wastages / spoilage is kept at low significant levels by applying First in First out policy.
- Ensures safety & proper hygiene for Food & Beverage General Storeroom.
- Performs month-end inventory.
- Maintains a system of filing for all records/documents
- Maintains a climate of trust & team spirit throughout the operation.
Cost Control Assistant
October 1998 – October 2006
Holiday Inn Clark, Philippines
InterContinental Hotels Group
Mimosa Drive, Mimosa Leisure Estate
Clarkfield, Pampanga, Philippines
- Assists the Cost Controller in updating & completion of all standard recipes.
- Maintains quantity control through implementation of the Inventory System.
- Checks all food & beverage requisition.
- Compares the purchase price & quantity ordered against the market list & suppliers contract.
- Verifies all inter-kitchen transfers & applies necessary credits to respective F&B outlets.
- Conducts physical inventory & spot-checking of six (6) hotel F&B outlets ( Mequeni Restaurant, Copas Bar, Rodizio Restaurant , Pool Bar, Mequedeli Outlet & Banquet Bar).
- Prepares Audit Findings for any discrepancy found during the spot-checking.
- Maintains a system of filing for all records/documents.
- Performs month-end inventory.
Storekeeper
March 1997 – September 1998
Holiday Inn Clark, Philippines
InterContinental Hotels Group
Mimosa Drive, Mimosa Leisure Estate
Clarkfield, Pampanga, Philippines
- Maintains proper storage system base on set standard of the hotel.
- In charge in receiving & issuance of food & beverage items.
- Checks & verifies the quantity of all deliveries at the receiving area against purchase order.
- Checks & ensures the quality of all deliveries at receiving area.
- In charge in monitoring & maintenance of sanitation, hygiene in storage areas at all times.
- Monitors slow & fast moving items.
- Maintains par stock level.
- Implements established security measures.
- Applies first in first out policy.
- Maintains proper filing system of all storeroom requisition by outlet.
Service Crew
December 1994 – October 1995
Jollibee Food Corporation
Dolores, City of San Fernando
Pampanga, Philippines
- Performs order taking
- Performs Cashiering
- Provides smile to all customer.
- Maintains fast and efficient service.
- Ensures that the customers are satisfied in service
- Provides effective and exceptional service to customer
- Maintains cleanliness of the station and organize according to company’s standard.
- Provides good customer service to guests.
ATTRIBUTES:
- Maintains a climate of trust & team spirit throughout the operation.
- Provides excellent self-discipline, gains respect from all.
- Shows & cultivate good working attitude.
- Shows keen interest / initiative towards the job & aspires to do better.
- Ability to cope with pressure.
TECHNICAL SKILLS:
- Check EAM / Hotel Inventory System
- Data Prep Hotel Inventory System
- Microsoft Word
- Microsoft Excel
OTHER SKILLS:
- Driving (One of the Authorized Driver of Holiday Inn, Clark Philippines)
- Cooking
TRAININGS / SEMINARS:
Fire Brigade Training / March 14, 2001 / Holiday Inn Clark, Philippines
First Concern Training / May 7, 2001 / Holiday Inn Clark, Philippines
First Concern Training / Nov. 15, 2000 / Holiday Inn Clark, Philippines
Food & Safety Hygiene Seminar / August 9-10, 1999 / Holiday Inn Clark, Philippines
Safesteps Training / July 13,2006 / Holiday Inn Clark, Philippines
Hazard Analysis Critical Control Point / Feb.21,2007 / Holiday Inn Clark, Philippines
Food Hygiene for Food Handlers / May2-3,2007 / Holiday Inn Clark, Philippines
ACHIEVEMENTS:
Loyalty Award March 2012 – 15 years of service & dedication / Holiday Inn Clark Philippines
Loyalty Award March 2007 – 10 years of service & dedication / Holiday Inn Clark Philippines
Certificate of Recognition Oct. 27, 2005 / Holiday Inn Clark Philippines
Health Excellence Award 2004 (no absent, no sick leave)/ Holiday Inn Clark Philippines
Health Excellence Award 2003 (no absent, no sick leave)/ Holiday Inn Clark Philippines
Health Excellence Award 2002 (no absent, no sick leave)/ Holiday Inn Clark Philippines
Employee of the Month July 2001 / Holiday Inn Clark, Philippines
Health Excellence Award 2000 (no absent, no sick leave)/ Holiday Inn Clark Philippines
Health Excellence Award 1999 (no absent, no sick leave)/ Holiday Inn Clark Philippines
Letter of Commendation Oct. 6, 1999 / Holiday Inn Clark, Philippines
Health Excellence Award 1998 (no absent, no sick leave)/ Holiday Inn Clark Philippines
ORGANIZATION:
FSMS (Food Safety management System) Steering Committee/ Nov2006 up to present / Holiday Inn Clark Phils.
Election Watcher – National / Local Election / May2004 / Commission on Election, Manila
Member / 2003-2004 / Bangon Pilipinas Party
Auditor / 1998-1999 / Multi Purpose Cooperative - Holiday Inn Clark, Phils.
Treasurer / 1995-1999 / University of Assumption Student Council
EDUCATION:
Graduated - Bachelor of Science Major in Industrial Engineering
University of Assumption
City of San Fernando, Pampanga
June 1991- March 1996
PERSONAL INFORMATION:
Date of Birth: December 27, 1973
Civil Status: Married
Name of Spouse/ Occupation: Mercedes A. Sicat
No. of Children: One
REFERENCES:
Available upon request.
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MERCEDES AGUSTIN SICAT
No. 23 Emerald St., Gemsville Subd., Dolores
City of San Fernando, Pampanga, Philippines
Mobile No.093********, Home No.045-*******
Email Address: **************@*****.***
CAPABILITIES
1 Competitive to work towards company goals.
2 Determined to satisfy client / guest needs.
3 With extensive customer service experience.
4 Performed functions of a Guest Relation Manager.
5 Performed functions of a Night Manager.
6 Performed functions of an Officer in Charge in the absence of Front Office Manager.
7 Conducted series of trainings to group of Hotel & Restaurant Management & Tourism students.
8 Multi-skilled & well versed in various hotel systems both back office & front office system.
WORK HISTORY
STORE MANAGER
March 29, 2009 to Present
GOP General Merchandizing
Dolores San Fernando, Pampanga
Job Description as a Store Manager
• Responsible for running stores to meet a company’s targets and policies.
• Ensures promotions are accurate and merchandised to the company’s standards
• Ensures staff is fully versed on the target for the day and excellent customer care standards are met.
• Manage and motivates team to increase sales and ensure efficiency;
• Manage stock levels and making key decisions about stock control;
• Deals with staffing issues such as interviewing potential staff, conducting appraisals and performance reviews, as well as providing or organising training and development;
• Ensures standards for quality, customer service and health and safety are met;
• Responds to customer complaints and comments;
• Organizes special promotions, displays and events;
• Updates colleagues on business performance, new initiatives and other pertinent issues;
• Maintains awareness of market trends in the retail industry, understanding forthcoming customer initiatives and monitoring what local competitors are doing;
• Initiates changes to improve the business, e.g. revising opening hours to ensure the store can compete effectively in the local market.
FRONT OFFICE DUTY MANAGER
Dec 16, 2006 to March 28, 2009
HOLIDAY INN CLARK, PHILIPPINES
InterContinental Hotels Group
Mimosa Leisure Estate
Clarkfield, Pampanga, Philippines
Job Description as a Duty Manager
• Reports directly to and communicates with the Front Office Manager on all pertinent matters affecting guest service and hotel operations.
• Provides functional assistance and direction to all departments.
• Cooperates, coordinates and communicates with other hotel departments as required.
• Reacts to situations to ensure guests receive prompt attention and personal recognition throughout the hotel
• Responds to guest needs and resolves related problems
• Supervises and directs Reception and Reservations personnel.
• Supports and assists Front Office personnel and all departments at peak periods.
• Ensures VIPs and priority club guests receive special attention
• Inspects front of house and back of house regularly for cleanliness.
• Assists Guest Relations in greeting, rooming, and sending off VIP guests.
• Monitors appropriate standards of conduct, uniform, hygiene, and appearance of staff.
• Provides input for Front Office meetings.
• Promotes inter-hotel sales and in-house facilities.
• Checks billing instructions and monitors guest credit
• Analyses and approves discounts and rebates.
• Analyses the rate variance report to ensure rooms revenue control
• Takes action with the Property Management Systems (PMS) in emergency situation.
• Fully conversant with all hotel emergency procedures.
• Ensures front line staff comply with FIT Marketing techniques and maximize sales.
Human Resource Responsibilities
• Works with Superior and Human Resource Manager to ensure the departmental performance of staff is productive. Duties include:
o Assists in planning for future staffing needs
o Assists in recruiting in line with company guidelines
o Prepares and administers detailed induction program for new staff
o Assists in maintaining a comprehensive, current and guest focused set of departmental standards and procedures and oversees their implementation
o Ensures training needs analysis of Front Office staff is carried out and training programmes are designed and implemented to meet needs
o Provides input for probation and formal performance appraisal discussions in line with company guidelines
o Coaches, counsels and disciplines staff, providing constructive feedback to enhance performance
o Regularly communicates with staff and maintains good relations
Job Description as Guest Relations Manager
• Monitor guest relations’ personnel to ensure maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure
• Monitor guest relations personnel to ensure Priority Club members consistently receive all benefits, repeat guests and other VIP’s receive special recognition and service
• Inspects all VIP rooms prior to arrival
• Greet VIP guests personally
• Liaise with other departments and necessary outside contracts to ensure excellent service delivery
• Oversee maintenance of efficient repeat guest history system
• Promote Inter-Hotel sales and in-house facilities
• Handle guest complaints and refer them as necessary, follows up on corrective action
• Schedule and attend regular Priority Club and VIP guest cocktail parties and social engagements in an effort to further improve on service delivery
• Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests
• Prepare requisitions for amenities on a timely basis
• Appraise appearance, discipline and efficiency of all staff under direct supervision and initiate immediate remedial action if necessary
• Organize and conduct regular meeting for all Guest Relation’s staff to facilitate communications and smooth operations
• Prepare efficient work schedule for Guest Relations Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
Job Description as Night Manager
• Conduct inspections of front of house and back of house during shift, including Front Office, Housekeeping, Lobby, Food and Beverage Outlets, Public Areas, Car Parking
• Meet and Greet VIPs
• Handle all Complaints
• Ensure working of all Front Office Policies and Procedures
• Ensure effective shift hand-over
• Be knowledgeable of Front Office systems and know back up procedures and system recovery procedures
• Efficient check in and check out process
• Review and monitor early morning wake up procedures
• Post room charges
• Maintain correct guest registration cards
• Effective management of incoming and outgoing calls
• Maintain current Hotel information
• Communicate problems, resolved or unresolved to your Supervisor at shift change over and document in log book
• Complete knowledge of all room types, hotel matrix, and facilities
• Review arrival lists and anticipate needs
• Operate communication equipment
• Access and use rooms computer programs
• Conduct Credit card checks
• Ensure staff adhere to Standards and Procedures for cash handling
• Maintain own cash float
• Prepare contingency reports
• Staff Supervision of Night staff: Contractors; Porters, Cleaners, Room Service and works with Human Resources to ensure their performance is effectively managed.
INCOME AUDITOR / ACCOUNTING OFFICER
June 10, 1997 to Dec. 16, 2006
HOLIDAY INN CLARK, PHILIPPINES
InterContinental Hotels Group
Mimosa Leisure Estate
Clarkfield, Pampanga, Philippines
Job Description
• Reports directly to the Hotel Financial Controller.
• Responsible for the efficient running of the ff:
a.) Income Audit Office
b.) Front Office Cashiering
c.) Night Auditing
d.) Food & Beverage Cashiering
• Ensures accuracy in daily revenue report.
• Finalizes Earlybird Report needed in daily operations meeting.
• Conducts surprise cash count and spot-checking of all revenue generating outlets.
• Establishes priority settings for effectiveness & efficiency in audit.
• Ensures that established internal control measurements are routinely followed.
• Performs transfer of Front Office Ledger to Back Office Ledger.
• Performs regular audit of General Cashier transaction.
• Regularly coordinates with Front Office Department re: control procedures.
• Ensures that all checkout bills are done efficiently, correctly and timely
• Ensures all receipts for the shift are properly recorded, balanced and deposited in the hotel’s drop-safe
• Ensures accuracy in foreign exchange, credit card cash advances & guest deposit refund transactions.
• Revenue journal (early bird) must be balanced with rooms sales recapitulation done by Night Manager (room revenue and occupancy)
• Review all revenue adjustments or rebates and regularly discuss them to Finance Manager and/or General Manager
• Reviews register guest report/high balance.
• Reviews guest ledger in daily basis and reconciles the total to the Front Office.
• Assist in planning & arranging of quarterly hotel mystery shopper.
NIGHT AUDITOR
March 27, 1996 to June 9, 1997
HOLIDAY INN HOTEL CLARK
InterContinental Hotels Group
Mimosa Leisure Estate
Clarkfield, Pampanga, Philippines
Job Description
• As a Night Auditor, checks and balances rooms and F& B revenue/covers, maintains tracking and reporting forms, prepares the early bird report and process of EOD closeout.
• Posts all daily room charges to guest ledger and ensures that all are correct
• Assist front office personnel in check in and check out during the night shift
• Ensures that final readings of restaurants and other outlets are taken and balances those reading with the hotel’s property management system
• Ensures that all checkout bills are done efficiently, correctly and timely
• Ensures all receipts for the shift are properly recorded, balanced and deposited in the hotel’s drop-safe
• Prepares revenue journal (early bird) correctly
• Revenue journal (early bird) must be balanced with rooms sales recapitulation done by Night Manager (room revenue and occupancy)
• Settles all credit cards and balances
• Summarizes all officer checks to be signed by the Finance Manager
• Summarizes all adjustments or rebates to be signed by the Finance Manager and/or General Manager
• Rechecks all supporting documentation for room charge
• Prepares register guest report/high balance
• Reconciles guest ledger in daily basis and reconciles the total to the Front Office
• Prepares a listing of complimentary rooms to be submitted to Income Auditor
FRONT OFFICE ASSISTANT
October1995 to February 1996
BYRON EDSA HOTEL
778 Boni Avenue, Mandaluyong City
Manila, Philippines
Job Description
• Greets all guests at all times in a friendly and helpful manner and attempts to learn and use guest’s name at every opportunity
• Registers and rooms all arrivals according to established procedures
• Maintains intimate knowledge of departmental standards and procedures
• Performs check in, check out and room change procedures and ensures all data are entered completely into the hotel systems in accordance with reservation
• Maintains cashier float and ensures accurate daily report of all money received
• Cashes hotel guest’s personal and travelers checks and assists with currency exchange
• Keeps abreast of all modifications to accounting policies and procedures
• Responsible and attends to guest’s request of using the service of safety box at all times
• Knowledgeable of all special promotion procedures.
• Attends to guest’s complaints, inquiries and requests, referees problems to supervisor/Assistant Manager if he/she unable to assist
• Does everything possible to ensure that the guests depart the hotel with a positive impression of hotel service
• Performs the audit balances and prepares all works for audit in an orderly fashion
• When on night shift, checks night report, prepares the morning reports and prepares all necessary forms for the guest arrival
• Maintains comprehensive knowledge of standard reservation procedures including correct forms to use, how to read telex, e-mail, messages, and how to interpret availability sources within the reservation systems
• Takes personal interest and pride to ensure that the front desk work area is kept clean and in an orderly state al all times
PERSONAL ATTRIBUTES
1 Highly motivated, dedicated and hardworking who is committed to being successful;
2 I relate well with all my peers and work efficiently both with a team and/or by myself;
3 Capacity to work under pressure and meet tight deadlines;
4 I am very well disciplined, organized and punctual towards all duties assigned to me;
5 I am a friendly person who communicates well with all people of all ages.
TECHNICAL SKILLS
1 OPERA Hotel Edition Version 4 ( Hotel Front Office Point of Sale)
2 OPERA Hotel Edition Version 2.5 ( Hotel Front Office POS)
3 Infrasys POS (Restaurant POS)
4 ESCAP (System for Maintenance for Housekeeping & Engineering concerns)
5 Sun System Version 4.26a/SP10 (Back Office / Finance System)
6 OMRON / T9 Machine (Credit Card Transactions- Sale,Offline,Card Verification, Audit)
7 Lanmark PMS (Hotel Front Office POS)
8 Squirrel POS (Restaurant POS)
9 Fidelio v1.5 (Hotel Front Office POS)
10 Micros POS ( Restaurant POS)
11 Locklink- IPAC (Hotel Rooms Locklink System)
12 El-Safe Version 1 (Hotel Safe Decoding System)
13 Microsoft Excel, Word, PowerPoint
EDUCATION / PROFESSIONAL QUALIFICATION
Bachelor of Science Major in Hotel & Restaurant Management
San Sebastian College
Manila, Philippines
CAREER SERVICE PROFESSIONAL
Certificate of Eligibility
License No. 03-022926
AWARDS/ACHIEVEMENTS/COMMENDATION
1 Health Excellence Award(No Absent, No Sick Leave) 1997
2 Health Excellence Award(No Absent, No Sick Leave) 1998
3 Health Excellence Award(No Absent, No Sick Leave) 1999
4 Health Excellence Award(No Absent, No Sick Leave) 2000
5 Health Excellence Award(No Absent, No Sick Leave)2002
6 Health Excellence Award(No Absent, No Sick Leave)2003
7 Health Excellence Award(No Absent, No Sick Leave)2004
8 Health Excellence Award(No Absent, No Sick Leave)2005
9 Chosen to be the Mystery Shopper in Holiday Inn Manila Pavillion year 2003.
10 Loyalty Award 2001
11 Loyalty Award 2006
12 Supervisor of the Month August 2004
13 Supervisor of the Year 2004
14 Certificate of Achievement Transverse Program w/ Holiday Inn Glennmarie,
Kuala Lumpur, Malaysia March 2006
15 Certificate of Participation Talon Vision US Marine Corps-November 2007
PERSONAL INFORMATION
1. Married to Norman T. Sicat ( Currently employed as General Storeroom Supervisor / Banquet Chef at Holiday Inn Clarkfield, Pampanga)
2. With one daughter age 6 years old
REFERENCES
Available upon request.
Contact this candidate