Hermeliza Corro
Summary
Customer-focused and results-driven professional with 13 years of experience in hospitality, retail, and guest services. Proven expertise in team leadership, reservations management, customer engagement, and front-line operations to enhance service efficiency and guest satisfaction. Strong background in supervising teams, handling escalations, optimizing sales opportunities, and ensuring seamless daily operations in fast-paced environments. Adept at problem-solving, coordinating multi-department workflows, and delivering personalized service to create exceptional guest experiences. Passionate about serving customers from the heart while fostering brand loyalty and operational excellence.
Overview
14
14
years of professional experience
Work History
Concession Attendant (part-time)
Compass Group Canada
04.2024 - Current
- Sold concessions, including soft drinks and various food items, to customers at events
- Served customers in an efficient and friendly manner following outlined steps of service
- Interacted with customers and resolved customer complaints in a friendly, service-oriented manner
- Relayed relevant information to the supervisor
- Performed sales transactions in a reasonable and timely fashion
- Entered sales into the cash register to ensure purchases were accurately recorded
- Made change, accepted acceptable forms of payment, and issued receipts to customers
- Followed standard procedures for cash handling
- Performed other duties such as replenishing condiments and general supplies and maintaining cleanliness in the concession area
Guest Experience
Extenteam
12.2021 - 01.2024
- Handle inbound calls, SMS, emails, and web chats while assisting property owners and guests.
- Manage escalated guest concerns and collaborate with management to resolve reservation issues.
- Oversee daily communications between guests, team members, and properties.
- Ensure accurate messaging and coordination for guest requests.
- Conduct outbound sales calls and follow up on guest inquiries for second-chance bookings.
- Proactively reach out to guests before arrival to confirm details and provide stay recommendations.
- Assist guests with lockbox access, WiFi troubleshooting, and navigation.
- Resolve operational and technical issues to ensure a smooth guest experience.
- Enhanced guest experience by providing comprehensive safety briefings and ensuring proper equipment usage.
- Boosted overall guest experience by offering personalized attention, prompt service, and knowledgeable recommendations.
- Collaborated with housekeeping staff to maintain clean, comfortable, and well-stocked rooms.
Reservation Supervisor
Crimson Resort and Spa Mactan
02.2020 - 04.2021
- Supervised, assigned, and reviewed the work of the reservations team to maintain operational excellence.
- Provided training, mentorship, and support to team members, ensuring adherence to company policies and service standards.
- Coordinated activities with other departments to optimize workflow and guest services.
- Managed guest inquiries, special requests, and complaints, ensuring prompt and professional resolution.
- Assisted clients and guests with special needs, delivering personalized service to enhance their experience.
- Performed front desk duties, including check-ins, check-outs, and handling reservations.
- Performed the same duties as supervised employees when necessary to support daily operations.
- Prepared and submitted reports related to reservations, occupancy, and performance metrics.
- Managed inventory by requisitioning necessary materials and supplies for the department.
- ed and instructed teams in delivering exceptional guest experiences.
- Conducted team briefings and meetings to communicate updates, expectations, and best practices.
Retail Section Leader
Cold Storage Singapore
04.2011 - 04.2012
- Led and supervised a team of cashiers and grocery associates, ensuring efficient store operations.
- Assigned daily tasks, monitored performance, and provided training to enhance productivity.
- Oversaw stock levels, conducted inventory checks, and coordinated replenishment to minimize shortages.
- Ensured accurate product pricing, proper shelf labeling, and adherence to merchandising standards.
- Managed stock rotation, monitored expiry dates, and implemented FIFO (First-In, First-Out) procedures.
- Assisted customers with inquiries, product recommendations, and issue resolution to enhance shopping experiences.
- Handled escalated complaints professionally and ensured customer satisfaction.
- Supported in-store promotions, upselling, and cross-selling to drive sales growth.
- Supervised cashiers, ensuring accurate transactions and compliance with cash handling policies.
- Assisted with troubleshooting POS (Point-of-Sale) system issues and resolving discrepancies.
- Maintained store cleanliness, organization, and adherence to health and safety regulations.
- Conducted periodic audits to ensure store readiness for inspections and regulatory compliance.
Education
Business Administration - Management
Northern Alberta Institute of Technology (NAIT)
12-2025
Skills
- Excellent communication
- Multitasking
- Empathy and friendliness
- Time Management
- Cash handling proficiency
- Food safety
- Stock replenishment
- Menu memorization
- Order accuracy
- Cleanliness standards
- Hygiene practices
Timeline
Concession Attendant (part-time)
Compass Group Canada
04.2024 - Current
Guest Experience
Extenteam
12.2021 - 01.2024
Reservation Supervisor
Crimson Resort and Spa Mactan
02.2020 - 04.2021
Retail Section Leader
Cold Storage Singapore
04.2011 - 04.2012
Business Administration - Management
Northern Alberta Institute of Technology (NAIT)
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