Highlights:

Skills:

Reservations Specialist 03/2021 - current
Extenteam, MINGLANILLA, CEBU Philippines
Industry: Vacation Rentals
Work remotely for Extenteam. It is a manpower provider for vacation homes in the US. I am assigned for Coco Plum Vacation Rentals which is a short term vacation rentals in Marathon, Florida.
• Respond to inquiries via email & phone calls. • Provides excellent customer service to guests/ owners & leads. • Relay guests’ requests/ complains to our on-site staff & make sure that it is dealt with. • Communicate with vendors/ technician/ owners/ on-site staff and guests regarding needed maintenance. • Book reservations. • Communicate with Airbnb & VRBO regarding guest booking concerns. • Call/ email leads/prospects to offer available vacation houses. • Email management.--
Guest Services Lead 05/2017 - 01/2020
Holland America Line, WORLDWIDE, Worldwide Philippines
Industry: Cruise Ship
Worked as Guest Services Lead/Administrator for one of the biggest cruise industry, Holland America Line which sharpens my skill in Customer Service.
• Lead and direct a team of 15+ Guest Services Associates. • Assist Guest Services Associates, as needed, with transactional and customer processes, including incoming and outgoing calls, coordinating dispatch services, paging, and providing area and property information to and other special services requested by guests or administrative personnel. Serve as point of escalation in complex situations that require additional department or guest attention. • Train team members in basic guest service skills. Actively monitor team member interactions • Provide leadership and guidance to team members. Serve as mentor/coach to all Guest Services Associates. • Provide timely, appropriate feedback to team members on performance, both positive and corrective. Effectively communicate escalated employee issues to Guest Services Supervisor/ Manager. • Administer appropriate performance reviews. • Maintain inventory of related equipment and prepare budgetary input regarding the use of equipment in the Guest Services department. • Create event estimates and proficiently schedule staff members according to these needs • Perform other job-related duties as requested by the Management staff • Prepares Embark/ Debark Breakdown. • Communicate with shoreside personnel for effective debarkation and embarkation. • Prepares documents/ papers/ materials for embarkation and debarkation. • Sends SOLAS Reports after every departure. • Liaise Guest on/off movement with the Port Paper Officer, Port agents and other relevant personnel. • Work closely with Port Paper Officer regarding guest on/off movement for ship’s arrival clearance. • Assist with service recovery and problem resolution process for escalated guest issues. • Handles guest comments and complaints ensuring guests needs are met and properly liase issues to department concerned. • Develops rapport with guests to build trust and brand loyalty • Coach and counsel Guest Services Staff as needed to ensure compliance with policies and procedures • Performs other job-related duties as assigned.--
Guest Services Associate 05/2012 - 03/2017
Holland America Line, WORLDWIDE, Worldwide United States
Industry: Cruise Ship
Started working in a cruise ship as Guest Services Associate in the year 2012. The job developed my social skill in dealing with foreign guests and made me an effective teamplayer having to work with colleagues from different parts of the world.
• Responsible for a personal cash float with currency exchange. • Have a clear understanding of all operations and procedures that take place at the concierge desk including but not limited to: a) Booking (reserving) events and activities b) sending guest confirmations; c) Posting activity charges and issuing tickets for all shore excursions booked via the concierge; d) Shift closing procedures. • Answer inquiries pertaining to ship services, shore excursions, guest registration, and travel directions, or make recommendations regarding shopping, dining, or entertainment. • Maintain pleasant, friendly and professional demeanor with guests and staff at all times • Respond promptly to comments, questions, suggestions, and complaints received by our Guests via phone, mail, email, fax, and during events • Greets customers immediately with a friendly and sincere welcome, uses a positive and clear speaking voice, listens to and understands requests, issues, and situations from both guests and team members • Performs other job-related duties as assigned.--

Cebu Institute of Technology University 06/2001 - 03/2005
Cebu, Cebu, Philippines
Degree: Bachelor's Degree
Major:Psychology
I was an academic acholar on my first year in college then moved to non-academic scholar on my second year till I graduated. I could have not graduated college without my scholarships.

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