Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Maria Dulce “Joanne” Roque

713/3B Elymus Glade Tallawong

Summary

Dynamic Operations Manager with a proven track record at International Hotel Services, enhancing customer satisfaction through effective problem-solving and team leadership. Skilled in operations management and employee relations, I developed actionable performance improvement plans, fostering a culture of continuous growth and excellence among staff.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Operations Manager

International Hotel Services
10.2023 - Current
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.

Assistant Housekeeping Manager

Hyatt Regency Darling Harbour
01.2003 - 11.2022
  • Fostered a positive work culture by promoting teamwork and encouraging open communication among staff member
  • WHS Committee member-Implementing safety protocols to ensure a safe working environment for both staff and guests.
  • Coordinated special projects such as deep cleans or major event preparations such as photoshoot while minimizing disruption to guests experiences
  • experiences.
  • Monitored staff performance regularly, providing constructive feedback when necessary for continuous improvement efforts.
  • Maintained high-quality service standards through regular communication with guests and other hotel departments.
  • Conducted regular room inspections to verify compliance with housekeeping standards.
  • Communicated repair needs to maintenance staff.
  • Worked with front desk to respond promptly to all guest requests.
  • Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust via HYSAT platform

Communications Operator

Mandarin Oriental
08.1998 - 05.2002
  • Consistently met performance benchmarks for call handling time while maintaining high levels of accuracy and professionalism.
  • Contributed to a positive work environment by actively participating in team meetings and promoting open communication among colleagues.
  • Maintained accurate records of all communications, ensuring reliable data for future reference and analysis
  • Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.

Education

Polytechnic University of The Philippines
Manila, Philippines
04.1985

Skills

  • Problem-solving
  • Team leadership
  • Operations management
  • Operations monitoring
  • Decision-making
  • Employee relations and conflict resolution
  • Planning and implementation
  • Staff training

Accomplishments

    Started my Housekeeping journey from being a Room Attendant to Office Coordinator, progressing to Team Leader position and lastly as an Assistant Housekeeping Manager

Certification

Certificate III in Hospitality

Timeline

Operations Manager

International Hotel Services
10.2023 - Current

Assistant Housekeeping Manager

Hyatt Regency Darling Harbour
01.2003 - 11.2022

Communications Operator

Mandarin Oriental
08.1998 - 05.2002

Polytechnic University of The Philippines

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Maria Dulce “Joanne” Roque