Front Desk Manager

• Aug 2023 - Present

Front Desk Manager

• May 2023 - Jul 2023

• Managing the Front Office operation; maintaining Forbes Five Star standards for monitoring and dealing with guests, patrons and other employees.
• Provide strong lobby presence to assist front desk agents and guest.
• Balance Hotel inventory monitoring room and suite types by monitoring oversell of room type/category with revenue analyst.
• Work closely with reservations, concierge, room service and f&b to coordinate the efficient handling of guest requests.
• Serve as a direct liaison between hotel departments, guest services staff and hotel guests.
• Efficiently manage the VIP arrivals for the day by seamlessly coordinating with housekeeping and room service departments to ensure room readiness upon arrival.
• Run the overnight audit and set up the house for the next day arrival and departure. Making sure are the room allocation are completed for next 5 days.
• Making sure all the unresolved traces are resolved by the beginning of the shift and end of the day. Show less

Rooms Operations Manager

• Feb 2022 - Apr 2023

• Assist the Director of Operations and Hotel Manager with managing the Front Office operation; in addition to providing support to other departments in the hotel (F&B, Housekeeping and Engineering). Participate in daily M.O.D. coverage. • Placing daily, weekly and monthly orders from Birchstreet from different vendors for proper functioning of all the departments. • Provide strong lobby presence to assist front desk agents and guest. Provide all aspects of shift coverage in F&B operations as needed. • Balance the hotel room type inventory monitoring oversell of room type with revenue analyst. • Ensure all areas of the lobby, Mezzanine level and F&B operations are functioning to Hilton standards (e.g. cleanliness, guest only in authorized areas, bathroom cleanliness, outdoor cleanliness and conditions, elevator cleanliness and functionality, Signage standards) • Monitor and action Nor 1 upsell program. Handle guest’s special requests and customer complaints during shift. • Perform all other front desk duties and responsibilities. Investigate and handle complaints, disturbances, emergencies, etc. during shift • Manage Employee Payroll, track attendance ADP, time edits, and conduct call-arounds for OT as needed. • Coach, train, counsel new-hire associates on OnQ PM and administer discipline as needed. • Attend and contribute to periodic meetings to maintain favorable working relationships among employees and promote maximum morale, productivity, and efficiency. Show less

Studio Manager

• Mar 2021 - Feb 2022

Concierge

• Feb 2018 - Mar 2020

• Acting as the point of reference for guests who need assistance or information. Understanding guest needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel. • Recommending restaurants, offering directions, assisting with ticket purchasing or tour guide bookings, reserving car services, etc. • Provide information about local features such as shopping, dining, nightlife, and recreational destinations. • Make travel arrangements for sightseeing and other tours. • Making up sales in different cruises and entertainment products. Show less

Customer Service Representative (Temp Project)

• Nov 2018 - Jan 2019

• Answer incoming requests in a friendly manner, respond to routine questions, take complaints from the general public, and route calls to appropriate resources. • Input and/or log information received into the call center’s communications and computer equipment. • Direct requests to the appropriate department or agency for further action. • Maintain a professional demeanor with all customers providing all services with courtesy and patience, which may include gathering information, creating work, orders, dispatching work to specific departments, responding to routine questions, taking and reporting complaints from the customer. • Assist with other Call Center duties, such as emergency operations, special projects, training responsibilities or other similar tasks. Show less

OSR

• Nov 2016 - Oct 2018

• Knowledge and understanding of sales support or client support. • Ability to be flexible and adjust plans quickly to meet changing business needs. • Good analytical skills with high attention to detail and accuracy. • Knowledge and understanding of Know Your Customer (KYC) regulations • Entering information into FC-CS online system; worker photo capture. • Responsible for signing up new clients for the company • Worker drug test including shipping non-conclusive specimens to the lab (if applicable) • ID badge generation; RF badge encoding; assignment of ID badge and RF tag. • Additional duties as assigned by FC-CS management. Show less

Multimedia Journalist

• Jan 2016 - Dec 2016

• Generated story pitches and participated in editorial process from start to end to ensure timely, accurate coverage of key local and international events. • Produced a bi-weekly news show, demonstrating coherent organizational skill, enabling to perform in a professional environment. • Demonstrated knowledge and successfully followed protocols for a live- to- tape TV Studio Production. This includes effective communication and collaboration with studio personnel and talent, proper distribution of scripts and rundowns, and ability to manage revisions in the show. • Experienced and showed competence in the following area: News presentation (anchoring), writing, producing and associate producing, field producing, shooting and video editing. Show less