MAE FLOR PAGUNTALAN
South Albury
Summary
Seeking a challenging career and learn more to improve myself where my education, knowledge, experiences and communication skills can be fully used while allowing professional growth.
Professional with strong background in enhancing customer satisfaction and driving impactful guest experiences. Skilled in effectively communicating, problem-solving, and adapting to dynamic environments. Strong focus on team collaboration and achieving measurable results. Known for reliability, flexibility, and positive approach to meeting evolving needs.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Guest Experience Specialist/Departmental Trainer
Crowne Plaza Hotel and Resorts
10.2019 - 09.2023
- Supervising two division at the front office department, which is the guest experience and the front desk
- Perform check in and check out process
- Taking care of the guest preferences and needs prior to their arrival until the day of check out
- Delivering wow moment and resolve guest problem
- Making sure that the guests are happy and satisfied with their stay
- Planning, organizing and monitoring departmental training
- Coordinate training activities with the other department in the hotel
- Ensure prompt, efficient and courteous reception of guests
- Be aware of daily functions, events, VIP’s and group arrivals
- Record and administer arrivals and departures
- Full awareness of current daily status of the hotel
- Thoroughly conversant with all room types, décor and outlook
- Communicating and recording of complaints
- Ensure guests immediate requirements are catered for
- Full awareness of regular guest names and preferences
- Accurate knowledge of hotel facilities and services, promote the hotel generally
- Preparing VIP’s welcome letters and guest amenities prior to arrival
- Pre-arrival call or email prior to arrival, and taking care of their needs and preferences
- Call/send guest departure email after check out and collecting feedbacks
- Communicating to concierge and scheduling transportation depending on guest request
- Taking care of the social media reviews like google, TripAdvisor, booking.com, Expedia and hotel.com
- Making sure that the guests are happy and satisfied with their stay
- Carry out the department orientation training for new employees
- Meet with the learning and development manager every month to discuss training progress
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in/out processes for improved efficiency and reduced wait times.
- Assisted front desk operations by fielding phone calls, responding to emails, and greeting walk-in guests professionally.
- . Ensured adherence to brand standards throughout all aspects of day-to-day operations.
- . Assisted in the development of promotional campaigns to attract new clientele while maintaining existing relationships.
- Conducted regular staff trainings on guest relations best practices, elevating the overall level of service provided by team members.
- . Monitored industry trends and competitor offerings to maintain a competitive edge in market positioning.
- Developed strong relationships with guests, fostering loyalty and repeat business through attentive service and genuine care.
- Collaborated with sales team to drive event bookings, enhancing overall revenue growth for the property.
- Promoted hotel amenities such as dining options or spa services to enhance guest stay experience.
- . Contributed towards achieving monthly revenue targets through upselling initiatives and diligent followups.
- Maintained accurate records of guest preferences and history for tailored experiences during future stays.
- Managed reservation system efficiently, effectively handling booking modifications or cancellations as needed.
- Coordinated with housekeeping and maintenance teams to ensure timely room availability and high-quality standards.
- . Streamlined communication between departments to improve coordination efforts in delivering seamless guest experiences.
- Consistently delivered exceptional customer service, resulting in increased positive feedback and return visits.
- Resolved conflicts tactfully and diplomatically, ensuring minimal negative impact on guest satisfaction ratings.
- Enhanced operational efficiency by proactively identifying areas for process improvement within the department.
- Implemented strategies to optimize inventory management, reducing waste and increasing cost savings.
- . Fostered a welcoming environment that encouraged positive word-of-mouth referrals and repeat business.
- Upheld hotel policies and procedures by providing high level of customer service.
- Managed check-in and check-out procedures for guests.
- Responded to guest inquiries to maximize guest satisfaction.
- Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
- Handled customer complaints to satisfy and retain guests.
- Created welcoming and comfortable environment for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Greeted guests upon arrival by providing warm welcome.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained accurate and up-to-date records of guest information.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Utilized variety of organizational and communication skills to drive guest satisfaction.
- Assisted guests with variety of services and local attraction information.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Provided accurate information regarding local attractions, restaurants and activities.
- Facilitated and coordinated transportation services for guests.
- Assisted with luggage handling, valet services and concierge services.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Scheduled and confirmed restaurant reservations for guests.
- Contacted previous guests and potential visitors via email with information on events and hotel to build clientele base.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Facilitated team-building exercises to foster collaboration between department members.
- Promoted a culture of continuous learning by advocating for professional development opportunities.
- Streamlined processes for creating, updating, and distributing training materials, resulting in significant time savings for staff members involved in these tasks.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Developed comprehensive evaluation system to measure training effectiveness and inform future improvements.
- Streamlined onboarding process, reducing new hire ramp-up time.
- Conducted comprehensive needs assessments for tailored training programs, enhancing employee performance.
- Designed and implemented continuous learning platform, ensuring knowledge retention and skill development.
- Pioneered mentorship program, fostering professional growth and development.
- Facilitated workshops on advanced communication skills, significantly improving team collaboration.
- Implemented gamification techniques in training sessions, boosting learner engagement and participation.
- Advanced organizational goals through strategic development of training initiatives aligned with company objectives.
- Increased employee competency with creation of targeted skill development paths.
- Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
- Promoted culture of continuous improvement by initiating regular training feedback loops.
- Customized leadership development programs, resulting in marked increase in leadership capabilities across departments.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed and implemented successful onboarding program.
Front Office Agent
St. Regis Hotel and Resorts
12.2016 - 10.2019
- To perform check in and check out process, answering guest inquiries and taking care their needs
- Receive and process payments, resolve guest problem
- Ensure prompt, efficient and courteous reception of guests
- Record and administer arrivals and departures
- Full awareness of current daily status of the hotel
- Thoroughly conversant with all room types, décor and outlook
- Communication and recording of complaints
- Be aware of daily functions, events, VIP’s and group arrivals
- Ensure guests immediate requirements are catered for
- Receipt of payment, to carry out any other duties as required
- Full awareness of regular guest names and requirements
- Accurate knowledge of hotel facilities and services, Promote the hotel generally
F&B Guest Relations
Maxx Royal Hotel and Resort
05.2015 - 11.2016
- Responsible for all the guests entering the restaurant
- Meet and greet the guests and assist them on their table
- Assigned in 10 different restaurants as an F&B guest relations
- Writing and sending reports to all Managers as a means of communication all over the hotel
- Responsible for organizing guest request
- Solving guest problem
- Making sure that the guests are happy and satisfied
Guest Relations Agent/Departmental Trainer
The Ritz Carlton, Sharq Village & Spa
09.2009 - 09.2011
- Establish a positive relationship with repeat guests while maintaining a professional and attentive manner
- Responsible for increasing the percentage of repeat guests at the hotel, responsible for creating reports to show activity relating to Loyal, Key Repeat and Repeat guests
- Meet guests upon arrival to hotel and, whenever possible, calls guests prior to arrival confirm stay details and offer additional guest services
- Function as key liaison to The Ritz-Carlton Hotel Company for the respective hotel’s key repeat guests
- Communicate repeat guest arrivals, preferences and needs to all appropriate departments daily
- Prepare hand-written welcome back notes (& provide personalized services/amenities) for Key Repeat Guests and VIPs
- Compose letters or notes to repeat guests from General Manager and Guest Recognition Manager, which reflect the Ritz-Carlton style of 'warm, relaxed, yet refined.'
- Research and select/purchase services/amenities to increasingly personalize repeat guest recognition
- Note and coordinate compliance with (repeat) guests’ needs, requests, and personal preferences
- Ensure proper recognition and preference delivery for all repeat guests
- Anticipate repeat guests’ needs whenever possible and coordinate follow-up with appropriate departments
- Communicate both positive and negative feedback from repeat guests to appropriate departments
- Assist with problem resolution where appropriate
- Conduct Guest Recognition training at new employee Orientation/Day 21
- Energize the Guest Recognition process each day by, among other efforts, attending Guidance Team meeting, Rooms Division meeting, Staff meetings, and Departmental Line-up
- Establish Guest Recognition awareness programs for employees with a focus on Guest Preference Pads, the Guest Recognition Hotline and the conviction that each and every employee is part of the Guest Recognition Team
- Coordinate audit of repeat guests being noted as such through reservations a minimum of one week per month
- Coordinate production of repeat guest information/reports as needed by hotel and Corporate Manager of Guest Recognition
- Look for ways to continuously improve the Guest Recognition process and provide lateral service to other departments to assist them with enhancements to the Guest Recognition process
- Set goals for other departments regarding collected preferences and ensure they are met
- Coordinate and manage efforts of Guest Recognition Coordinator/Assistant
- Communicate system errors to Help Desk and MARSHA
- Notify Corporate Manager, Guest Recognition should persistent errors occur
- Protect and enhance the mystique of the Guest Recognition process and the repeat guest experience
Service Associate
The Ritz Carlton Sharq Village & Spa
05.2008 - 09.2009
- Responsible for ensuring that guests have personal and engaging experience
- Take the initiative to create the memorable moments
- Maintains and demonstrate complete knowledge of food and beverage menus and serviced standards including allergen information
- Responsible for delivering a high-level service to our guest
- Anticipate guest needs, respond promptly and acknowledge guest even when busy
- Up-selling the product
- Responsible for giving the proper explanation for a product
- Contribute to the efficiency of the operation
- Following the proper standard of the service
- Adheres the hotel policies
- Advise the manager of any guest complaints
F&B Service
Tiara Oriental Hotel
03.2008 - 05.2008
- Maintain complete knowledge of table/seat/station number, proper table set ups, room capacity, hours of operation, menus, price range and dress code of assigned outlet
- Maintain complete knowledge of correct maintenance and use of equipment; use only as intended
- Maintain complete knowledge and comply with all departmental policies and service procedures
- Maintain complete knowledge of Micros and manual systems
- Inspect cleanliness and condition of assigned station and service areas; rectify any deficiencies
- Legibly document orders when system is down and distribute orders to respective personnel for preparation of order; follow call procedures at the outlet
- Anticipate guests’ needs, respond promptly and acknowledge guest even when busy
- Maintain positive guest relations
- Be familiar to any guest inquiry
- Adhere to all cash handling and credit policies/procedures
Education
Bachelor of Science - Banking and Finance
St. Michael’s College
Guagua, Pampanga03.2008
Hotel and Restaurant Services -
West Visayas College of Science and Technology
Iloilo City, Philippines03.2003
Secondary -
Barotac Nuevo, Polytechnic Institute
Barotac Nuevo, Iloilo04.2001
Primary -
Acuit, Elementary School
Acuit, Barotac Nuevo, Iloilo04.1997
Skills
- Exceptional communication
- Guest Relations
- Complaint Handling
- Feedback collection
- Strong interpersonal skills
- Detail Oriented
Certification
I hereby certify that all the above information’s are true and correct to the best of my knowledge.
Accomplishments
- Star of the Month- 05/01/23- Crowne Plaza Resort, Salalah Oman
- Employee of the year 2021- Crowne Plaza Resort, Salalah Oman
- Employee of the month (January) 1st quarter of 2020 - Crowne Plaza Resort, Salalah, Oman
- Departmental Trainer- Front Office Department -Crowne Plaza Resort Salalah, Oman
- Guest Satisfactory Index (GSI Champion) social media benchmarking- Crowne Plaza Resort, Salalah, Oman
- Take Care Host (F.O. Representative) - St. Regis Hotel and Resort, Doha, Qatar
- Departmental Trainer (Learning Coach) – Guest Relations Department, The Ritz Carlton Sharq Village and Spa, Doha Qatar
- Employee of the Year Nominee 2010 Fourth Quarter, The Ritz Carlton Sharq Village and Spa, Doha Qatar
- Employee of the Year Nominee 2011 Second Quarter, The Ritz Carlton Sharq Village and Spa, Doha Qatar
Educationalattainment
St. Michael’s College, Guagua, Pampanga, Bachelor of Science in Commerce, Banking and Finance, 06/01/04, 03/29/08, West Visayas College of Science and Technology, Iloilo City, Philippines, Hotel and Restaurant Services, With Honor, 06/01/02, 03/26/03, Barotac Nuevo, Polytechnic Institute, Barotac Nuevo, Iloilo, Athlete of the year, 06/01/97, 04/07/01, Acuit, Elementary School, Acuit, Barotac Nuevo, Iloilo, With Honor, 06/01/91, 04/03/97
Timeline
Guest Experience Specialist/Departmental Trainer
Crowne Plaza Hotel and Resorts
10.2019 - 09.2023
Front Office Agent
St. Regis Hotel and Resorts
12.2016 - 10.2019
F&B Guest Relations
Maxx Royal Hotel and Resort
05.2015 - 11.2016
Guest Relations Agent/Departmental Trainer
The Ritz Carlton, Sharq Village & Spa
09.2009 - 09.2011
Service Associate
The Ritz Carlton Sharq Village & Spa
05.2008 - 09.2009
F&B Service
Tiara Oriental Hotel
03.2008 - 05.2008
Hotel and Restaurant Services -
West Visayas College of Science and Technology
Secondary -
Barotac Nuevo, Polytechnic Institute
Primary -
Acuit, Elementary School
I hereby certify that all the above information’s are true and correct to the best of my knowledge.
Bachelor of Science - Banking and Finance
St. Michael’s College
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