Paula Grace Cafe
Operations Department Specialist at Bluewater Cruising- Claim this Profile
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Bio
Credentials
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ClickUp Novice Certificate
ClickUpMar, 2023- Sep, 2024 -
Fundamentals of Digital Marketing
Google Digital GarageNov, 2022- Sep, 2024 -
Onboarding and Adoption Best Practices for Customer Success Management
LinkedInAug, 2022- Sep, 2024 -
Customer Success Management Fundamentals
LinkedInApr, 2022- Sep, 2024
Experience
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Bluewater Cruising
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Education
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1 - 100 Employee
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Operations Department Specialist
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Mar 2023 - Present
Devised processes to boost long-term business success and increase profit levels.Identified and resolved unauthorized, unsafe, or ineffective practices.Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.Assisted in recruiting, hiring and training of team members.Trained and guided team members to maintain high productivity and performance metrics.Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow. Show less
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Customer Success Manager
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Apr 2022 - Mar 2023
Led process improvement and problem-solving efforts to create standard procedures and escalation policy for the customer support team.Monitored metrics and developed actionable insights to improve efficiency and performance.Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.Analyzed customer data to identify trends and develop strategies to improve customer success metrics.Assisted customers with onboarding and product setup to foster successful adoption and usage.Collaborated with sales and product teams to address customer success objectives.Conducted periodic user training sessions to support customer understanding and product feature utilization.Created and maintained comprehensive customer success documentation for internal and external use.Monitored customer progress and addressed customer inquiries with timely and accurate updates.Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.Defined clear targets and objectives and communicated to other team members. Show less
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RedDoorz
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Singapore
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Hospitality
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700 & Above Employee
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OTA Performance Manager
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Aug 2021 - Feb 2022
Manage a team of E‐commerce; monitor their performance and KPIs; gives feedback and provides mentorship to the team. Managed the overall OTA Strategy to ensure hitting the target channel KPIs for all Reddoorz and Sans properties in the Philippines. Supports the Department Head in achieving the goals of the department. Assists the Department Head in representing the Department to internal and external entities when it comes to meetings related to OTA Performance. Ensures quality of the properties listed on the different OTA channels in coordination with the Listing Team. Implement realization measures so that cancellations and no‐shows remain within target. Show less
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The Manila Hotel
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Philippines
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Hospitality
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300 - 400 Employee
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Assistant Prestige Manager
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Nov 2018 - Nov 2020
• Raised the membership sales by 122% in 2019 year-end vs. 2018.• Lead meetings with the sales team to plan the strategy for the next four weeks to propel membership sales.• Maintained monthly and quarterly quota on sales membership sales.• Promoted membership sales and employed effective marketing strategies to grow client database.• Compose daily, weekly and quarterly reports of membership sales and statistics.• Oversee membership sales, developing client relationships to drive new member acquisition.• Maintained paper, and electronic member database.• Developed new internal procedures and policies that effectively reduced application process by 50%.• Create, Maintain and update policy and procedures annually; ensure policies and procedures reflect compliance and are delivered and implemented.• Extracted guest portfolio using Opera Xpress for marketing campaigns and telemarketing. Show less
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OTA Account Manager
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Jan 2016 - Nov 2018
• Grew the online segment from a 7 million sales channel of 2013 to a 122 million sales channel in 2018.• Contracting new players of the online travel industry.• Providing annual rate strategy of OTAs for the hotel.• Daily monitoring month to date and year to date of OTAs using a detailed report generated by Opera.• Optimizing content, rate and availability of the hotel across all online channels. Meeting with the Market Managers of Online Travel Agency quarterly for improvement and insights.• Auditing of commission payment of Booking.com and Rakuten.• Revenue analysis of OTA to maximize their potential in generating much higher revenue for the hotel.• Maximizing all possible opportunities to grow the online segment of the hotel.• Preparing the monthly breakdown of OTA’s target for the annual budget preparation.• Creating and managing of rate codes used by OTAs in Opera.• OTA reservation management using Opera Xpress to make sure everything is properly encoded in the system. It covers reservation details and rate code used by the reservation department.• Trouble shooting of Opera rate codes related to OTA segment of the hotel.• Provide customer service to irate clients booked through OTA segment. Provide detailed investigation of reservation and provide service recovery if needed.• In- charge for the travel needs for the sales team for any road show overseas.• Honing the skills of my subordinate enough to understand the ins and outs of handling online accounts. Show less
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Sales Associate
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Nov 2013 - Jan 2016
• Creating contracts for B2B partners based on the preference of both parties, loading room allocation and room rates of the acquired B2C partners using their extranet, animating room rates based on the hotel occupancy and plotting monthly and annual promotion for OTA.• Monitoring the allocation being used up by the B2C and top-up when necessary.• Doing competition check of events, rates, and promotional offers of the competition set of the hotel.• Preparing monthly commission payment report of Liberate, Rakuten Wotif and Booking.com.• Coordinating with TPB and DOT regarding with their upcoming local and international road shows like (MICECON, AIME, ITB, and Selling Mission).• Preparing budget costing per person for the approved business trip for the year based on the preference of the company.• Arranging the necessary visa required per travel per person.• Generate history and forecast report for the Revenue Manager using Opera Xpress. Show less
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American Express Travel Services
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Egypt
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Travel Arrangements
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100 - 200 Employee
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Travel Associate
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Apr 2013 - Sep 2013
• Entertained client’s travel request phone call, email or over the counter. • Created the necessary quotations and bookings for the requested itinerary. • Made modifications on the quotation (route, pricing, service level and airline) depending on the client’s request. • Pricing of the itinerary based on the standard mark-up. • Encoding in TRIACS the necessary amount to be billed from the client. • Preparing all the documents needed by the Mid- Office team for the issuance of the ticket. • Printing and preparing the E-ticket. • Assisted Rail Europe clients using the installed Rail Europe system. • Assisted guest and Documentations Team in the process of visa filing. Show less
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Education
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2008 - 2012
De La Salle- College of Saint Benilde
BS Hotel,Restaurant and Institution Management, Major in Tourism Management
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