Liendro Balais
Bakewell
Summary
Enthusiastic and experienced guest service supervisor passionate in service excellence, proven success in leadership contributing team success through inspiring team members, capable of working under pressure in a busy environment. Resourceful in complaint resolution, driven to achieve guest satisfaction by going above and beyond to meet needs and exceed expectations. Motivated to learn, grow and excel in every opportunity.
Overview
9
9
years of professional experience
Work History
Branch Manager
ANZ
04.2023 - Current
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Manage Branch with 7 direct reports on a 9 to 5 roster.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
Banking Consultant Supervisor
ANZ
09.2021 - 04.2023
- Extended and sustained relationships with customers to maintain and grow business.
- Worked with customers to procure updated financial information on continuous basis.
- Acquired collateral documents to be utilized as security on loans in accordance with banking policies.
- Communicated lending decisions to customers.
- Facilitated knowledge sharing among team members to improve overall team efficiency and expertise in the banking industry.
- Efficiently manage approximately 30 incoming calls, emails and appointments per day from customers.
Guest Relation Manager
Doubletree By Hilton Hotel
04.2019 - 09.2021
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Motivated and rewarded employees to improve engagement.
- Created weekly rosters with 18 staff members
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Sorted, received and distributed mail correspondence between departments and personnel.
Guest Service Agent Supervisor
DoubleTree By Hilton Hotel Esplanade Darwin
02.2017 - 04.2019
- Upsold room and package upgrades to customers to boost daily revenue target by 60%.
- Prepared daily Briefing sheet and Duty log reports to assist business leaders with key decision making and strategic operational planning.
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Trained new employees on work culture and responded efficiently to questions, which improved understanding of job responsibilities.
- Listen customer concerns in a professional manner, demonstrating empathy and resolving problems timely while ensuring customer satisfaction.
Food and Beverage Supervisor
Hilton Hotels & Resorts
12.2015 - 02.2017
- Assist Food and Beverage management with training and development of team members
- Supervise Food and Beverage Outlet operations
- Assist Food and Beverage management with achieving financial targets
- Implemented marketing strategies which resulted in 12% growth of customer base
- Assist other departments wherever necessary and maintain good working relationships
Education
BBA - Business Administration and Management
Swinburne University
Hawthorn12.2015
Skills
- Customer-oriented guest satisfaction specialist
- Quick learner and efficient team player
- Expert in problem-solving and resolving guests complaints
- Supporting, supervising, and motivating the team
References
References
Upon Request
Timeline
Branch Manager
ANZ
04.2023 - Current
Banking Consultant Supervisor
ANZ
09.2021 - 04.2023
Guest Relation Manager
Doubletree By Hilton Hotel
04.2019 - 09.2021
Guest Service Agent Supervisor
DoubleTree By Hilton Hotel Esplanade Darwin
02.2017 - 04.2019
Food and Beverage Supervisor
Hilton Hotels & Resorts
12.2015 - 02.2017
BBA - Business Administration and Management
Swinburne University
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