ADRIENNE GUILLER RAPLIZA
Fort St. John,BC
Summary
Tenacious Representative possessing dynamic interpersonal expertise for developing fruitful customer relationships. Adept mediator of client requirements and organizational interests promoting mutually beneficial deals. Focused communicator fostering favorable service applications for maximizing customer interest and satisfaction.
Overview
4
4
years of professional experience
Work History
CUSTOMER SERVICES REPRESENTATIVE/ ADMIN
TJX Canada
- Answer phone calls and assist customers regarding billings and disposal schedules
- Dispatch and assign driver routes for the day
- Provide information and proper pricing for clients
- Balance reports on a monthly basis.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Front Office Supervisor
Pomeroy Lodging
10.2023 - Current
- Trained new front office staff, ensuring thorough understanding of hotel policies and procedures.
- Developed strong relationships with repeat customers through personalized service and attention to detail in meeting their needs.
- Conducted regular performance evaluations for front office staff to foster professional growth and development opportunities.
- Promoted positive work environment by fostering teamwork among front office staff members.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Assisted staff with troubleshooting and resolution of software and hardware issues to minimize downtime.
- Standardized office structures and processes to promote collaboration and increased performance.
- Maintained accurate financial records, including daily reports on sales transactions, cash drawer balances, and room charges.
- Achieved high-quality service by maintaining open communication channels among team members.
- Established and updated work schedules to account for changing staff levels and expected workloads.
GUEST SERVICES AGENT
Sonora Resort
04.2023 - 10.2023
- Greets guests and provide a worldwide service following the relais and chateux standard
- Perform check in and check out
- In charge of the resort's gift shop and the main point of contact for guest's inquiry in the resort.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
CUSTOMER SERVICE REPRESENTATIVE
GREEN FOR LIFE ENVIRONMENTALS
01.2023 - 04.2023
- Process returns and exchange at the counter
- Ensure customer satisfaction by greeting them
- Assisting their needs during their shop and made sure they leave the store with satisfaction
- Communicate with colleagues professionally on the production floor during store operations.
GUEST SERVICES SUPERVISOR
HOLIDAY INN EXPRESS FORT ST. JOHN
01.2020 - 01.2023
- Increased hotel revenue, profits and market share through collecting debts from direct bill companies and clearing up accounts receivable
- Monitored food costs on breakfast based on occupancy to control expenses in a reasonable way
- Improved customer service ratings through prompt feedback
- Followed the IHG Brand standards at the Holiday Inn Express to handle guests
- Implemented trainings to ensure quality service at all times
- Coached and mentored all front desk staff in regards to operations
- Expert in Night auditing and balancing revenues at the end of business day
- Maintained high level of morale and team work through frequent communication with other employees.
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Resolved customer complaints swiftly, finding resolutions that maintained customer satisfaction.
- Maintained accurate records of room inventory, billing information, and reservation details for seamless front desk operations.
Education
Bachelor of Science - Hospitality And Tourism Management
Cebu Institute of Technology University
03.2016
Skills
- Exceptional customer service
- MS office literate
- English proficiency
- Equipped in hotel PMS (Opera)
- Conflict resolution
- Goal-oriented mindset
- Customer Relations
- Data entry proficiency
- Client Relationship Building
- Staff Training
- Technical Troubleshooting
- Performance Improvement
- Cross-Functional Team Development
- Performance Tracking
- Analytical Thinking
Employer
Holiday Inn Express Fort St. John/Pomeroy Lodging
Green For Life Environmental
TJX Canada
Relais and Chateaux
Personal Information
Title: Guest Services Supervisor
Front Office Supervisor/Manager on Duty
Guest Services Representative
Languages
English
Full Professional
Timeline
Front Office Supervisor
Pomeroy Lodging
10.2023 - Current
GUEST SERVICES AGENT
Sonora Resort
04.2023 - 10.2023
CUSTOMER SERVICE REPRESENTATIVE
GREEN FOR LIFE ENVIRONMENTALS
01.2023 - 04.2023
GUEST SERVICES SUPERVISOR
HOLIDAY INN EXPRESS FORT ST. JOHN
01.2020 - 01.2023
CUSTOMER SERVICES REPRESENTATIVE/ ADMIN
TJX Canada
Bachelor of Science - Hospitality And Tourism Management
Cebu Institute of Technology University
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