日本と海外をつなぐクラウドソーシング

Caring.com

Quality Assurance Call Evaluator

2019/07～ 2020/09

Monitor and Evaluate Agent Performance.
Make and Submit agent KPI.
Do and give one on one coaching if needed.

Holiday Inn Express

Duty Manager

2015/10～ 2019/08

Duties and Responsibilities:
- Responsible for the overall operation of the hotel during the shift to ensure guest satisfaction and safety. Serves as Manager on duty and has full hotel authority in the absence of the General Manager. Directly manages all night shift team members. Interviews, trains, supervise, counsels, schedules and evaluate staff.
- Inspect hotel to gather information and monitor surroundings and decide what needs to be done.
- Observe and monitor workers' performance to make sure that company rules and procedures are being followed.
- Analyze financial information from all departments before doing the night audit and create reports for different departments for information.
- Confer and cooperate with other department managers to coordinate hotel activities, such as weddings.
- Coach staff on how to do the job and motivate them to finish projects. Coordinate front desk staffs' work, and build a team environment.
- Collect payment and record money earned and spent. Receive and process advance payments.
- Log all information’s (incident and events) that happened during the shift and to be reported to the hotel manager for the daily briefing.

Best Western Plus A.Venue Hotel, Makati City

AFOM / Duty Manager

2011/10～ 2013/09

Duties and Responsibilities:
- Responsible for the overall operation of the hotel during the shift to ensure guest satisfaction and safety. Serves as Manager on duty and has full hotel authority in the absence of the General Manager. Directly manages all night shift team members. Interviews, trains, supervise, counsels, schedules and evaluate staff.
- Inspect hotel to gather information and monitor surroundings and decide what needs to be done.
- Observe and monitor workers' performance to make sure that company rules and procedures are being followed.
- Analyze financial information from all departments before doing the night audit and create reports for different departments for information.
- Confer and cooperate with other department managers to coordinate hotel activities, such as weddings.
- Coach staff on how to do the job and motivate them to finish projects. Coordinate front desk staffs' work, and build a team environment.
- Collect payment and record money earned and spent. Receive and process advance payments.
- Log all information’s (incident and events) that happened during the shift and to be reported to the hotel manager for the daily briefing.

Astoria Plaza Full Residential Suites

Night / Duty Manager

2006/12～ 2011/06

Duties and Responsibilities:
- Responsible for the overall operation of the hotel during the shift to ensure guest satisfaction and safety. Serves as Manager on duty and has full hotel authority in the absence of the General Manager. Directly manages all night shift team members. Interviews, trains, supervise, counsels, schedules and evaluate staff.
- Inspect hotel to gather information and monitor surroundings and decide what needs to be done.
- Observe and monitor workers' performance to make sure that company rules and procedures are being followed.
- Analyze financial information from all departments before doing the night audit and create reports for different departments for information.
- Confer and cooperate with other department managers to coordinate hotel activities, such as weddings.
- Coach staff on how to do the job and motivate them to finish projects. Coordinate front desk staffs' work, and build a team environment.
- Collect payment and record money earned and spent. Receive and process advance payments.
- Log all information’s (incident and events) that happened during the shift and to be reported to the hotel manager for the daily briefing.

Traders Hotel, Manila

Front Desk Receptionist

2003/12～ 2006/10

Duties and Responsibilities:
- Welcoming guest with a smile. Checking them in and out efficiently.
- Allocating proper room for incoming guest.
- Assisting guest with their luggage and belongings by coordinating with bell service.
- Dealing with guest professionally with enquiries, face to face and by phone, fax or email.
- Answering general reservation enquiries, as well as answering guests' questions and dealing with complaints.
- Taking and passing on messages. Preparing bills, taking payment, and handling foreign exchange. Guests with special requests - such as storing valuables in the hotel safe or luggage area, ordering taxis or any transportation needed.
- Answering and delivering guest needs and wants.
- Asking guest to fill up comment cards upon departure for the hotel to know its strength and areas for improvement. To serve guest better and more efficient in the future.

Shangri-La Hotel, Makati City

Guest Service Agent

2000/04～ 2003/12

Duties and Responsibilities:
- A Guest Service Agent answers all incoming telephone calls in a professional and courteous manner.
- To routes calls to the appropriate department, guest or any people concern.
- To get guest request and relaying it to concern department. To do a follow up to make sure that it is accomplished with the standard of the hotel.
- To answer all questions and query regarding the hotel whether they are in house guest or not.
- If a caller is seeking a telephone number or a certain establishment, I look it up in my computer or manual directory, and relay the information.
- In emergency situations, we dispatch the appropriate personnel.
- In certain environments and time, I ‘am required to screen each telephone call especially at night, getting the name and relevant details from the caller, before following an established protocol.
- I also process any paperwork or records as required.