Maricar Angela Tadeo Manalili
Belmont,Australia
Summary
Consistently delivers first-rate customer service, very organized and highly flexible, able to work and meet deadlines with minimal supervision, skilled in using property management systems, computer software applications and databases, adept at balancing multiple tasks and communicates effectively, oral and written, able to relate to people of different cultures and appreciate cross-cultural communication. Cheerful with experience handling customer inquiries and requests. Effective salesperson with strengths in answering customer questions accurately, convincing customers to increase sales and processing reservation information quickly. Active listener with stellar problem-solving skills and upbeat attitude. Customer-focused hospitality professional dedicated to building long-term loyalty with unparalleled service. Never lets any customer leave unsatisfied and works hard to manage expectations and prevent conflicts. Well-versed in reservation, accounting and hotel management systems.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Hotel Reservations Agent
Duxton Hotel Perth
Perth
- Current
- Arranged special accommodations for guests to enhance visitor experiences.
- Coordinated with sales team to manage group bookings.
- Upsold room upgrades when appropriate to increase revenue for the hotel.
- Provided detailed information about nearby attractions, restaurants and entertainment venues upon request.
- Answered incoming calls to book hotel rooms, made reservations and provided information regarding amenities, rates and availability.
- Responded promptly to emails from customers inquiring about availability or rates for specific dates.
Guest Service Agent
Mercure on Hay Perth
Perth
08.2022 - 07.2023
- Investigated guest complaints and utilized critical thinking to foster expedient resolution.
- Managed guest check-in and check-out procedures, reservations and payments.
- Responded to guests, including email, telephone, and in-person inquiries.
- Greeted arriving guests to provide assistance and facilitate check-ins.
- Welcomed large volume of guests and improved overall customer service.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Maintained guest satisfaction and loyalty demonstrated through multiple online reviews.
- Assisted guests in answering questions and completing check-in and check-out processes.
- Handled payment processing and provided customers with receipts and proper bills and change.
Barista
Cocoa and Rose Perth
Perth
04.2016 - 06.2023
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Managed morning rush of customers daily with efficient, levelheaded customer service.
- Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
- Collected payments and provided accurate change.
- Followed health, safety and sanitation guidelines to pass state inspections.
- Described menu items to customers and suggested products based on stated preferences.
- Received and accurately processed customer payments.
- Created complex, hand-crafted beverages based upon customer preferences.
- Supported highest standards of conduct and service to support company reputation.
Guest Services Agent
Crown Burswood Perth
Perth
12.2021 - 08.2022
- Managed guest check-in and check-out procedures, reservations and payments.
- Responded to guests, including email, telephone, and in-person inquiries.
- Greeted arriving guests to provide assistance and facilitate check-ins.
- Welcomed large volume of guests and improved overall customer service.
- Organized daily itineraries, including dining recommendations and bookings.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Answered guest inquiries regarding hotel offerings and services.
- Conducted transactions, confirming patient information and processing according to standard protocol.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Generated reports detailing daily actions, guest numbers, accounting expenses and income and room service usage.
Guest Service Agent
The Westin Perth
Perth
02.2019 - 12.2021
- Managed guest check-in and check-out procedures, reservations and payments.
- Responded to guests, including email, telephone, and in-person inquiries.
- Greeted arriving guests to provide assistance and facilitate check-ins.
- Welcomed large volume of guests and improved overall customer service.
- Managed customer complaints and rectified issues to complete satisfaction.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Maintained guest satisfaction and loyalty demonstrated through multiple online reviews.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Assisted guests in answering questions and completing check-in and check-out processes.
- Shared key hotel information to guests and provided details about pool and restaurants.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Provided guest assistance and information regarding local attractions and points of interest.
Education
Education
Systems Plus
Philippines03-2012
Tourism Management -
Holy Angel University, Philippines
Skills
- Guest Relations
- Complaint Handling
- Upselling strategies
- Payment Processing
- Customer Service Management
- Office Organization
- File Management
- Payment Collection
- Administrative Support
- Data Entry
- Invoicing and Billing
- Customer Service
- Fluent in English and Filipino
- Multitasking
- Problem-Solving
- Written Communication
- Interpersonal Skills
- Time management abilities
Languages
- Filipino
- English
References
- Mr. Khaled Hamida, Hotel Manager, Mercure on Hay, Perth, +61 421947700
- Mr. Timothy Dunn, Duty Manager, The Westin Perth, +61 432078644
- Ms. Melissa Tjahjono, Director of Revenue (Former), The Duxton Hotel Perth, +61 433193770
- Crown Burswood, +61800556688
Languages
English
Professional
Filipino
Professional
Certification
- Manual Handling
- Armed Robbery and Security Awareness
- Working at Heights
- Environment Awareness
- Workplace Behavior
Timeline
Guest Service Agent
Mercure on Hay Perth
08.2022 - 07.2023
Guest Services Agent
Crown Burswood Perth
12.2021 - 08.2022
Guest Service Agent
The Westin Perth
02.2019 - 12.2021
Barista
Cocoa and Rose Perth
04.2016 - 06.2023
Hotel Reservations Agent
Duxton Hotel Perth
- Current
Education
Systems Plus
Tourism Management -
Holy Angel University, Philippines
Similar Profiles
Christine RuwanthiChristine Ruwanthi
Receptionist at Duxton Hotel PerthReceptionist at Duxton Hotel Perth
RIBA NATH RIJALRIBA NATH RIJAL
Chef at Eco Home Kathmandu ,HotelChef at Eco Home Kathmandu ,Hotel
Rosslinni DunneRosslinni Dunne
Concierge Welcome Ambassador at Intercontinental Hotel Perth AustraliaConcierge Welcome Ambassador at Intercontinental Hotel Perth Australia