Joy Laserna
Bentleigh,VIC
Summary
Competent Product Specialist with more 14 years of experience working in customer service. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Senior Product Specialist
RMS Cloud
05.2023 - Current
- Responsible for RMS Cloud System Level 2 and 3 critical customer issues. Escalates into more in-depth problems, and utilizes subject matter experts that can figure out the toughest customer needs.
- Boosted customer satisfaction rates through timely resolution of concerns and regular follow-ups on feedback received.
- Responsible for all huge and critical Accounts such as Ascott Properties Global, BIG4, Top Parks, Hampshire Properties, Breeze Holiday Parks etc.
- Enhanced product performance by identifying and addressing customer needs.
- Optimized product development processes for increased efficiency and reduced timetomarket.
- Collaborated with cross-functional teams to ensure seamless product launches and updates.
- Developed comprehensive training materials, paving the way for smooth onboarding of new team members.
Product Specialist
RMS Cloud
11.2021 - 05.2023
- Responsible for ensuring RMS Cloud System meets with contracted Service Level Agreements (SLA's) and is full responsibility for resolving all customer issues, within these required time frames
- Responsible for Key Accounts such as Aspen Group, Hampshire Properties, Breeze Holiday Parks, Discovery Hotels, M&G Hotels, Federal Group, Scenic Properties, ALH
- Top performer with outstanding rating consistently every quarter. Demonstrating exceptional customer service skills.
- Meeting contracted Service Level Agreements
- Continued Up skilling and product knowledge improvements
- Timely escalation of unresolved Service requests to the required specialist role
- Ensure a high level of Customer satisfaction is maintained.
- Diagnosed and troubleshot hardware, software and network issues.
- Tested new software and hardware prior to deployment.
Front Office Manager
Hyatt Place Melbourne Essendon Fields
01.2020 - 11.2021
- Oversee the entire Front Office operation to maintain high standards
- Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
- Ensure Team Members have current knowledge of hotel products, services, pricing and policies
- Maximizing sales by way of encouraging and recommending the array of additional facilities and services at our property
- Managing the Gallery Restaurant and Front Office Daily
- Meeting the budget and Revenue expected monthly
- Managing the team, handling timesheets, payroll and rosters
- Responsible for departmental human resources, training and employment
- Responsible for purchasing and approving hotel orders
- Appointed Customer Service Score leader for Hyatt Place Melbourne.
Assistant Manager -Zagame's House Melbourne Hotel
08.2019 - 01.2020
- Chosen as amenity chairperson, responsible for all unique and inviting amenities
- Ensure the smooth running of the Front Office department during a shift
- Act as a management representative to ensure complete guest satisfaction
- Meeting and greeting VIP guests on arrival
- Thoroughly investigate safety, security and emergency matters, guest issues and room and account discrepancies
- Delegate daily tasks to the team, coach and counsel staff to be at their best and maintain a positive work atmosphere
- Assist all departments of the hotel.
Assistant Manager - Accor Hotels Ibis
09.2016 - 08.2019
- Process and assist with check-in, checkout of guests, ensuring all procedures adhered too
- Lead by example when attending to guest requests by being proactive and resourceful
- Taking the initiative to ensure that interactions with our customers are positive and productive
- Actively resolve complaints and challenges presented by customers
- Provide guidance, support training and leadership to all employees
- Monitor training and offer guidance to employees whilst on shift
- Assist in all areas of the hotel during peak times to eliminate potential issues
- Responsibility for the health and safety of all patrons, guests and staff members
- Takes responsibility for extra management tasks, as required, in the Hotel manager's absence.
Front Office Team Leader - Grand Hyatt Melbourne
02.2016 - 03.2016
- Responsible for providing professional and customer-focused service to our guests, ensuring that their stay will become a memorable experience
- Receives guests in a professional and friendly manner, satisfying guest expectations from arrival through to departure
- Maintains effective communication with all related departments to ensure smooth service delivery
- Maintain an awareness of rate levels to be sold daily and the occupancy levels
- Maintain good working relationship with all Front Office employees with particular emphasis on Front Desk Agents and Guest Services
- Supervise all Front Desk employees ensuring guests are taken care of in a professional and friendly manner
- Takes responsibility for extra management tasks, as required, in the Front Office manager's absence.
Club Lounge Team Leader - Hyatt City of Dreams Manila, Philippines
02.2015 - 11.2015
- Delivers excellent customer service, at all times, ensuring VIP guests' comfort and safety
- Deals with all enquires in a professional and courteous manner, in person, on the telephone or via e-mail
- Deals with customer complaints in a professional manner
- Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximizing bedroom sales opportunities
- Manages and maintains the administration of all reservations, cancellations and no-shows, in line with company policy
- Proposes and implements effective marketing strategies to maximize room occupancy levels.
Service Associate Front Office - MAKATI SHANGRI-LA Hotel Manila, Philippines
06.2012 - 02.2015
Service Associate Horizon Club Concierge - EDSA SHANGRI-LA Hotel Manila, Philippines
06.2010 - 06.2012
Service Associate Front Office - EDSA SHANGRI-LA Hotel Manila, Philippines
11.2009 - 06.2010
Service Associate Guest Relations Officer-EDSA SHANGRI-LA Hotel Manila, Philippines
08.2009 - 11.2009
Education
B.S. Hotel Restaurant and Institution and Management - Hospitality Management
De La Salle-College of Saint Benilde
12.2009
Skills
- Product Lifecycle Management
- Stakeholder Management
- Customer Needs Assessment
- Vendor Relationship Management
- Cross-functional collaboration
- Team leadership abilities
- Technical product knowledge
- Outstanding Interpersonal Skills
- Customer Engagement
Language Spoken
- English
- Filipino
Computer Applications
- RMS CLOUD
- JIRA
- MFI
- XERO integration
- MYOB integration
- Microsoft Office
- Excel
- PowerPoint
- Word
- Outlook
- Opera
- FOLS
- Protel
Awards
- Best Leader 2020 nominee - Hyatt Place Melbourne Jan 2020
- Z-Employee of the Quarter-Zagame’s House Dec 2019
- Heartist–Accor Awardee Dec 2017 and Dec 2018
- Employee of the Quarter Ibis Melbourne Swanston Street Sept–Dec 2016
- Consistent Customer Delight Awardee Silver Star and Gold Star Award Makati Shangri-la Hotel Manila 2012-2015
- Consistent Customer Delight Awardee Silver and Gold Award Edsa Shangri-la Hotel Manila Ortigas Center Pasig City 2010-2012
References
Available by request
Timeline
Senior Product Specialist
RMS Cloud
05.2023 - Current
Product Specialist
RMS Cloud
11.2021 - 05.2023
Front Office Manager
Hyatt Place Melbourne Essendon Fields
01.2020 - 11.2021
Assistant Manager -Zagame's House Melbourne Hotel
08.2019 - 01.2020
Assistant Manager - Accor Hotels Ibis
09.2016 - 08.2019
Front Office Team Leader - Grand Hyatt Melbourne
02.2016 - 03.2016
Club Lounge Team Leader - Hyatt City of Dreams Manila, Philippines
02.2015 - 11.2015
Service Associate Front Office - MAKATI SHANGRI-LA Hotel Manila, Philippines
06.2012 - 02.2015
Service Associate Horizon Club Concierge - EDSA SHANGRI-LA Hotel Manila, Philippines
06.2010 - 06.2012
Service Associate Front Office - EDSA SHANGRI-LA Hotel Manila, Philippines
11.2009 - 06.2010
Service Associate Guest Relations Officer-EDSA SHANGRI-LA Hotel Manila, Philippines
08.2009 - 11.2009
B.S. Hotel Restaurant and Institution and Management - Hospitality Management
De La Salle-College of Saint Benilde
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