LYZETTE JOYCE DIWA
Williams Landing
Summary
Dedicated Human Resources professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Excellent reputation for resolving problems and improving customer satisfaction. Adept at accomplishing administrative tasks as part of the roles performed over the years.
Experienced with operational management, staff supervision, and customer service excellence. Utilizes strong interpersonal skills and strategic thinking to ensure smooth daily operations. Track record of effective problem-solving and maintaining high standards in dynamic settings.
Overview
6
6
years of professional experience
1
1
Certification
Work History
DUTY MANAGER
Hotel Grand Chancellor Melbourne
03.2023 - Current
- Oversees hotel operations during the assigned shift, including front desk, housekeeping, maintenance, food & beverage, reservations, and security
- Assumes management responsibilities during emergency situations and in the absence of senior management
- Monitors hotel occupancy, room availability, and room assignments to ensure effective operations
- Resolves guest complaints and operational issues promptly and efficiently, including issues related to reservations, billing, other service-related matters, or service disruptions
- Implements new procedures to optimize workflow efficiency within the front desk team
- Trains employees in essential job functions and enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Maintains an extensive understanding of the Emergency Evacuation procedures and ensure staffs are trained in handling emergencies
- Ensures compliance with all company policies, local regulations, and industry standards related to hotel operations by conducting regular safety checks of the hotel, including emergency equipment and evacuation procedures
- Oversees inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste
- Promotes a culture of continuous improvement, regularly evaluating processes and suggesting enhancements as needed to maintain operational excellence
HOUSEKEEPING ROOM ATTENDANT
Imagine Marco
04.2022 - 06.2023
- Provide for the comfort of guests of the hotel and promote a positive image of the property to guests
- Stock and sort supplies
- Vacuum, clean, dust and polish guest rooms
- Make beds, change sheets, remove and replace used towels and toiletries
- Ensure security of guest rooms and privacy of guests
GUEST SERVICE AGENT
Mantra
09.2022 - 01.2023
- Responsible for the smooth operation and accuracy of all reservations from initial booking enquiry to arrival and providing the highest standards of excellence in customer and administration service while on duty
- Maintained professionalism throughout the front office department by displaying strong and effective communication methods with management and staff
- Provided accurate and detailed information regarding the hotel facilities and services to all telephone contacts with a view to maximising revenue throughout the property
- Worked with the Front Office Manager to lead in the development and implementation of set procedures to create consistent practices as well as staff training and development
- Supervised the hotel operations in the absence of the Front Office Manager
- Ensured all staff are properly trained and are following hotel policies and procedures
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations
- Acted as point of escalation for guest concerns and resolve issues promptly to ensure a high level of guest satisfaction
- Streamlined check-in process to decrease wait times and increase customer satisfaction
HR SUPERVISOR
Okada Manila
01.2021 - 02.2022
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments
- Generated financial and operational reports to assist management with business strategy
- Improved resource utilization with data management systems, reducing costs through strategic coordination and contract analysis
- Provided measurement standards, targets, and KPIs to the management team with respect to the performance management process, including probationary and annual performance appraisals
- Reviewed, monitored, and analysed performance results in connection with employee movements within the company
- Researched, planned, organized, and conducted performance management programs for different levels of management personnel
- Developed policies, forms, and infographics for performance management programs; reviewed, evaluated, and modified existing and proposed programs; recommended appropriate changes
- Philippines
ASSISTANT HR OFFICER
Okada Manila
02.2019 - 12.2020
- Company Overview: Philippines
- Assisted the immediate superior in managing several projects such as integration of the existing HRIS to different systems, acquisition of Performance Management System and Applicant Tracking System, and Job Evaluation project
- Immersed in different facets of HR (i.e., recruitment and selection, compensation and benefits, employee relations, and business partnering) to develop and create standard policies and standard operating procedures and document operational end-to-end process flows
- Provides administrative assistance to the Vice President of Human Resources with regards to the hiring and movement documents of executive employees for Board Member presentation
- Prepared documents for projects in accordance with project manager, team or client specifications
- Monitored the progress of the project and make adjustments as necessary to ensure the successful completion of the project
- Communicated with respective partners on improving any discrepancies that would align the system or process
- Verified the design, set up pilot runs, implemented the production process and handed it over to the process owners
- Philippines
Education
Master of Business Management - Human Resources Management
Central Queensland University
Melbourne, VIC11.2023
Skills
- Microsoft Office Suite
- SOP development
- New employee training
- Cash management
- Staff training and development
- Team supervision
Certification
- First Aid
- Liquor license
Timeline
DUTY MANAGER
Hotel Grand Chancellor Melbourne
03.2023 - Current
GUEST SERVICE AGENT
Mantra
09.2022 - 01.2023
HOUSEKEEPING ROOM ATTENDANT
Imagine Marco
04.2022 - 06.2023
HR SUPERVISOR
Okada Manila
01.2021 - 02.2022
ASSISTANT HR OFFICER
Okada Manila
02.2019 - 12.2020
Master of Business Management - Human Resources Management
Central Queensland University
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