Elsie Joy Casacop
Hospitality & Tourism Management
Calgary,Alberta
Summary
Dedicated Front Desk Agent with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills.
Overview
2025
2025
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Lounge Server/Bartender
The Westin Calgary
6 2024 - Current
- Greeted guests warmly and provided them with menus
- Took and served food and beverages promptly and courteously
- Ensured guest satisfaction by checking in with them regularly and addressing any issues
- Prepared and served alcoholic and non-alcoholic beverages
- Monitored lounge capacity during busy periods to prevent overcrowding in accordance with fire safety regulations.
Front Desk Agent
Royal Hotel Calgary Trademark Collection
06.2024 - Current
- Managed online and phone reservation
- Provided accurate information about the hotel, available rooms, rates, and amenities
- Handled guest payments and perform basic cashiering duties
- Assisted with administrative tasks as needed
- Followed hotel security and safety protocols
- Increased customer loyalty with exceptional communication skills and personalized service
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Restaurant Server/Bartender
Royal Hotel Dillinger's
05.2022 - 04.2024
- Greeted guests and informed guests of all specials and menu
- Upselling promotion to guests
- Took food and beverage order and delivered it to guest
- Followed all safety and sanitation as well as policies, procedures, and service standards
- Collaborated with kitchen staff to ensure accurate preparation and prompt delivery of special dietary requests
- Maintained a clean and welcoming dining environment for guest comfort and enjoyment.
Assistant Reservation Manager
Grand Mercure and Ibis Styles Dubai Airport
04.2021 - 04.2022
- Addressed guest complaints or concerns promptly, resolving issues effectively while maintaining professionalism at all times
- Collaborated with sales and marketing teams to maximize room occupancy rates during peak seasons
- Maintained a high level of confidentiality when handling sensitive customer information or personal data
- Conducted regular inventory audits for room availability accuracy and updated systems accordingly to prevent overbooking errors
- Ensured seamless communication between front desk staff and other departments, optimizing guest service delivery
- Monitored daily performance metrics within the reservations team to ensure targets were consistently met or exceeded expectations.
Reservations Guest Service
Legoland Hotel
12.2020 - 04.2021
- Have a perfect knowledge of hotel configuration, products, and rate structure
- Assisting in ticketing office/Guest Service (Legoland theme park) when needed
- Professionally handling complaints
- Sharing the latest sales techniques to maximize revenue
- Conducted regular team meetings, fostering a positive work environment and open communication among staff members.
Cluster Reservations Supervisor
JA The Resorts
10.2017 - 11.2020
- Handling Reservations, Revenue Reports, and pickup reports for 3 JA properties in Dubai
- Updating the system for the latest stop sale report received from the Sales Team
- Performing as a Departmental Trainer and making sure that the training calendar, attendance sheet, and all necessary documents are up to date and submitted to the concerned department
- Ensuring the telephone etiquette is properly used as per the JA Resorts and Hotel standards
- Conducted performance evaluations for staff, identifying areas of improvement and providing constructive feedback
- Ensured compliance with relevant privacy regulations when handling sensitive guest information during reservation process.
Reservation Supervisor
Sofitel Luxury Hotel the Palm Dubai
04.2016 - 09.2017
- Supervising all incoming and outgoing room reservation requests and making sure they are attended to as per the hotel standards and procedures
- Supervising and reporting all the guest comments or complaints
- Providing updated reports and statistics to the management and other departments
- Assisting Front Office and Accounts team if needed
- Assisting guests with Visa applications through a third-party agent
- Assisted in the development of revenue management strategies, achieving consistent growth in room reservations
- Improved customer satisfaction by efficiently handling reservation inquiries and providing exceptional service.
Reservation Guest Service Agent
Sofitel Luxury Hotel the Palm Dubai
04.2015 - 04.2016
- Attending and handling all incoming and outgoing room reservation requests
- Managing any guest complaint in a professional manner, by owning it, resolving it to the guest's satisfaction, and recording it
- Ensuring the accuracy of all booking information entered in the PMS
- Having a perfect knowledge of the hotel configuration and products
- Performing and sharing knowledge as a Departmental Trainer
- Managed group bookings to ensure seamless organization of events and accommodations.
Airport Guest Service Officer
Sofitel Luxury Hotel the Palm Dubai
04.2013 - 04.2015
- Checking the expected arrival/departure with airport transfer
- Allocating drivers and limousine service in transportation daily forecast
- Posting Charges with the opera system
- Preparing the transportation reports
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction
- Handled guest complaints with professionalism, working to find satisfactory resolutions in a timely manner.
Education
Bachelor of Science - Tourism Management
Polytechnic University of The Philippines
Manila,Philippines 06.2006 - 05.2010
Skills
Strong Communication Skills
Safe Food Handling and Sanitation Standards
Safety awareness
Exceptional customer service
Teamwork and Collaboration
Time Management
Adaptability and Flexibility
Organizational Skills
Attention to Detail
Problem-solving aptitude
Certification
Basic Life support (BLS) / CPR HCP and AED, 51820/AB
References
Available upon request.
Timeline
Front Desk Agent
Royal Hotel Calgary Trademark Collection
06.2024 - Current
Restaurant Server/Bartender
Royal Hotel Dillinger's
05.2022 - 04.2024
Assistant Reservation Manager
Grand Mercure and Ibis Styles Dubai Airport
04.2021 - 04.2022
Reservations Guest Service
Legoland Hotel
12.2020 - 04.2021
Cluster Reservations Supervisor
JA The Resorts
10.2017 - 11.2020
Reservation Supervisor
Sofitel Luxury Hotel the Palm Dubai
04.2016 - 09.2017
Reservation Guest Service Agent
Sofitel Luxury Hotel the Palm Dubai
04.2015 - 04.2016
Airport Guest Service Officer
Sofitel Luxury Hotel the Palm Dubai
04.2013 - 04.2015
Bachelor of Science - Tourism Management
Polytechnic University of The Philippines
06.2006 - 05.2010
Basic Life support (BLS) / CPR HCP and AED, 51820/AB
PRO-SERVE Liquor Certification, 202405050151
Food Handler Certification, 157591
Lounge Server/Bartender
The Westin Calgary
6 2024 - Current
Similar Profiles
Mr. Belly LabatosMr. Belly Labatos
Server at THE WESTIN CALGARY AIRPORTServer at THE WESTIN CALGARY AIRPORT
Thembekile NhliziyoThembekile Nhliziyo
Executive Administrative Assistant at The Westin Calgary AirportExecutive Administrative Assistant at The Westin Calgary Airport
Noor KaurNoor Kaur
Front Office Supervisor at Sheraton Cavalier Calgary HotelFront Office Supervisor at Sheraton Cavalier Calgary Hotel