Bob Harold Alfabeto
Calgary,Canada
Summary
Dynamic and accomplished professional with a solid educational foundation in Business Administration from Southern Alberta Institute of Technology and a Bachelor's degree in Accountancy from the Philippines. Boasting extensive experience in audit, inventory, cost control, and accounts receivable. A seasoned hotelier with over two decades of expertise across four major departments -Food & Beverage, Housekeeping, Sales, and Finance-in the hospitality industry. Consistently recognized for outstanding customer service and awarded for personal initiative and guest satisfaction. Adept at handling both inbound and outbound overseas call center accounts. Proven leader as a Trainer and Facilitator of company's mission, vision, manifesto, and core values, contributing to 5-star Resort ratings.
A mature and adaptable team player with excellent time management and problem-solving skills. Enthusiastic, self-motivated, reliable, and responsible with a keen eye for detail. Flexible and able to work under minimal supervision while thriving in diverse and challenging environments. Demonstrates the ability to work independently and collaborate effectively within a team, building strong relationships with people from all walks of life. Determined to learn quickly and persevere through obstacles.
Overview
25
25
years of professional experience
Work History
Hotel Front Desk – Night Auditor
Ramada Plaza Calgary Downtown
04.2024 - Current
- Guest Services: Check-in/check-out guests, address inquiries, and resolve complaints during night hours
- Night Audit Tasks: Perform end-of-day financial reports, reconcile accounts, and correct discrepancies
- Security and Safety: Monitor premises, ensure security, and handle late-night disturbances
- Administrative Duties: Update guest records, prepare shift reports, and coordinate with other departments
- Additional Responsibilities: Manage communications, assist with early morning preparations, and maintain a clean front desk area.
Kitchen Crew
Jollibee Foods Corporation
05.2023 - 05.2024
- Made food according to standard recipes with requested changes for customer satisfaction.
- Demonstrated versatility by performing various roles within the kitchen crew as needed, fostering adaptability and flexibility among team members.
- Collaborated with front-of-house staff to ensure seamless coordination between kitchen and dining areas, enhancing the overall customer experience.
- Implemented effective time-management strategies while multitasking during busy shifts, enhancing productivity without sacrificing quality.
- Collaborated with team members to optimize workflows, leading to improved overall restaurant operations.
Account Validator/Negotiator
Fusion BPO Services
10.2021 - 03.2023
- Maintained exceptional attention to detail while reviewing large volumes of complex information for accuracy and consistency.
- Assisted in the development of a robust data management strategy, incorporating validation as a critical component for maintaining high-quality information.
- Streamlined validation processes with the development of efficient tools and automated systems, increasing overall productivity.
- Managed a team of junior validators, providing guidance on best practices and overseeing their work to maintain high levels of accuracy across all projects they were involved in.
- Utilized advanced software tools and techniques to automate routine validation tasks, freeing up time for more strategic objectives related to improving overall data quality standards within the organization.
Outbound Call Center Agent
Teleperformance/ TelePhilippines Inc.
10.2020 - 09.2021
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
Corporate Audit Manager
Enrison Land Inc.
10.2015 - 09.2020
- Be Resorts Mactan (3 stars) & Be Grand Resorts Bohol (5 stars)
- Formerly Microtel Inn & Suites by Wyndham
- Managed a team of auditors, ensuring accurate and timely completion of audit projects.
- Maintained up-to-date knowledge on accounting standards and best practices to ensure high-quality audit results were delivered consistently.
- Implemented risk-based auditing strategies, resulting in better identification of potential issues.
- Coordinated, managed and implemented auditing projects and prepared for evaluation.
- Evaluated effectiveness of internal controls by testing key controls across various business units within the organization.
Corporate Revenue Manager
Enrison Land Inc.
09.2014 - 09.2015
- Utilized advanced analytics tools to identify trends and inform strategic decision-making processes related to hospitality offerings.
- Established strong client relationships, negotiating contracts to maximize overall company earnings.
- Increased revenue by implementing effective pricing strategies and monitoring market trends.
- Enhanced profitability by conducting regular competitor analysis and adjusting pricing accordingly.
- Conducted comprehensive performance reviews, identifying areas for improvement in revenue management strategies.
Income Auditor/Night Auditor
Enrison Land Inc.
03.2009 - 08.2014
- Conducted root cause analyses on identified variances during the audit process, recommending corrective actions to prevent future occurrences.
- Ensured timely reporting of financial data by adhering to strict deadlines for month-end closing procedures.
- Developed training materials and conducted workshops for colleagues on best practices in income auditing processes and procedures.
- Played an instrumental role in successful annual external audits, providing necessary documentation and clarification as required.
- Maintained thorough documentation of all income audit findings, contributing to the transparency and accountability within the finance department.
Customer Service Representative Agent
Sykes Asia Inc.
06.2008 - 02.2009
- AT&T Accenture (US Account)
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
Income Auditor
Marco Polo Plaza Hotel – (5 stars)
11.2007 - 05.2008
- Conducted root cause analyses on identified variances during the audit process, recommending corrective actions to prevent future occurrences.
- Collaborated with finance team members to analyze trends, monitor budgets, and provide accurate forecasts for management decision making.
- Streamlined the income audit process, implementing efficient methods to identify discrepancies and resolve issues quickly.
- Played an instrumental role in successful annual external audits, providing necessary documentation and clarification as required.
- Mitigated risk of financial losses by proactively detecting errors in billing, sales reports, and cash handling procedures.
Night Auditor
Marco Polo Plaza Hotel – (5 stars)
07.2006 - 11.2007
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
Accounts Receivable / Butler / Coordinator
Plantation Bay Resort & Spa – (5 Stars)
11.1999 - 07.2006
- Accounts Receivable Officer/Credit & Collection (2 years)
- F&B Room Service Butler/Minibar Attendant/Order Taker (4 years)
- Housekeeping Coordinator (1 year)
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Responsible for food and beverage service, as well as other tasks that ensure guests have a great experience.
- Assist Housekeeping management in managing daily activities, responsible for making sure the cleaning tasks are carried out well.
Education
BBA - Business Administration And Management
Southern Alberta Institute of Technology
Calgary, AB12.2024
Bachelor of Science - Accountancy
University of San Carlos
01.1999
Skills
Office Software Proficiency: Experience with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and other relevant software
Data Entry: Accurate and efficient data entry skills
Scheduling: Experience in managing calendars and scheduling appointments
Document Management: Proficiency in creating, formatting, and managing documents
Email Management: Ability to handle and organize email correspondence
Communication Skills: Strong written and verbal communication abilities
Organizational Skills: Excellent organizational and multitasking abilities
Attention to Detail: Keen eye for detail and accuracy
Time Management: Effective time management and ability to meet deadlines
Customer Service: Strong interpersonal skills and customer service orientation
Timeline
Hotel Front Desk – Night Auditor
Ramada Plaza Calgary Downtown
04.2024 - Current
Kitchen Crew
Jollibee Foods Corporation
05.2023 - 05.2024
Account Validator/Negotiator
Fusion BPO Services
10.2021 - 03.2023
Outbound Call Center Agent
Teleperformance/ TelePhilippines Inc.
10.2020 - 09.2021
Corporate Audit Manager
Enrison Land Inc.
10.2015 - 09.2020
Corporate Revenue Manager
Enrison Land Inc.
09.2014 - 09.2015
Income Auditor/Night Auditor
Enrison Land Inc.
03.2009 - 08.2014
Customer Service Representative Agent
Sykes Asia Inc.
06.2008 - 02.2009
Income Auditor
Marco Polo Plaza Hotel – (5 stars)
11.2007 - 05.2008
Night Auditor
Marco Polo Plaza Hotel – (5 stars)
07.2006 - 11.2007
Accounts Receivable / Butler / Coordinator
Plantation Bay Resort & Spa – (5 Stars)
11.1999 - 07.2006
Bachelor of Science - Accountancy
University of San Carlos
BBA - Business Administration And Management
Southern Alberta Institute of Technology
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