Jamela Mariano
Toronto,Canada
Summary
Dedicated and detail-oriented hospitality professional with a strong background in customer relations, front desk operations, and supervision. Proven ability to ensure guest satisfaction through effective problem-solving, leadership, and efficient handling of complaints. Skilled in training and supervising teams, utilizing various software systems, and providing exceptional customer service in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Front Desk Agent/ Welcome Desk Agent
W Hotel Toronto
09.2022 - Current
- Appointed as Trainer for newly hired Welcome Desk Agents to ensure adherence to company's luxury standards.
- Efficiently handled check-in and check-out procedures, adhering to company standards and utilizing the lightspeed system
- Responsibly addressed guest complaints regarding hotel services, facilities, and safety with a polite and professional demeanor, striving for positive resolutions.
- Ensured adherence to accurate accounting procedures and resolved any billing disputes.
- Managed guest inquiries via telephone calls,chat or emails to provide timely and helpful resolutions.
- Processed and executed daily reports, including discrepancies, daily arrivals and departures, cashiering, and closing reports..
- Verified and addressed any late or disputed charges during guest check-out.
- Coordinated with other departments regarding room status, guest luggage, and amenities to ensure smooth operations.
- Strategically planned and pre-assigned rooms for arriving guests based on their rates, preferences, requests, and elite status.
- Diligently recorded all incoming group check-ins and reviewed their reservations, including pick-up codes, upgrade requests, rate inclusions, and special service requests.
Customer Relations Specialist
Resorts World Manila
10.2020 - 07.2022
- Supported team in resolving complaints from VIP guests and managing incident reports.
- Managed various administrative duties, including consolidating daily, weekly, monthly, and annual reports.
- Supervised completion of associates' checklists and monitored all communications to ensure task completion.
- Oversees completion of associates' checklists and monitors all incoming and outgoing phone calls, emails, and reports from guests and other departments received during shifts to ensure proper execution of tasks.
- Collaborates with our legal team as necessary to provide expertise and assistance in addressing complex issues or complaints from both VIP and non-VIP guests.
- Trained new personnel regarding company operations, policies and services.
- Established rapport with clients during initial contact, setting stage for positive interactions throughout their experience with the company.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Relations Associate
Resorts World Manila
08.2019 - 09.2020
- Addressed a variety of guest concerns and complaints, including fraudulent or anomalous transactions, theft, customer service, safety, and facility-related issues, to uphold the company's credibility.
- Managed and monitored daily reports from various units, such as medical services, security, customer care, and lost and found, received during shifts.
- Oversaw daily events within the company to ensure organized operations for the safety of guests and employees.
- Conducted inspections of the company's establishment in collaboration with different units to identify and mitigate any safety or facility-related risks.
- Handled administrative tasks, including the preparation of daily and weekly reports, trackers, and guest records required for monthly meetings and data analysis.
Passenger Service Agent
Cebu Pacific Air
01.2018 - 05.2019
- Managed customer service complaints related to flights and baggage, emphasizing positive resolutions.
- Conducted passenger check-ins following standard procedures, including verification of travel documents and handling of baggage and special items.
- Assisted passengers requiring special assistance at boarding gates.
- Responsible for making announcements regarding pre-boarding, final check-in calls, and flight-related issues.
- Assisted numerous guests with flight discrepancies and disruptions, such as overbooking, delays, and cancellations.
- Monitored counter closures for flights to optimize check-ins for all non-revenue passengers.
Education
Bachelor of Science in Tourism Management -
Far Eastern University
Skills
- Strong supervisory leadership skills and adept at problem-solving
- Excellent organizational skills, including ability to maintain fluid administrative processes
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word), Google Workspace (Docs, Sheets, Slides, Calendar)
- Creative and strategic in resolving complaints and incidents within a company
- Skilled in using Empower Guest Experience (MGS) for guest management
- Proficient in using Lightspeed system for check-in, check-out, and house balancing
Timeline
Front Desk Agent/ Welcome Desk Agent
W Hotel Toronto
09.2022 - Current
Customer Relations Specialist
Resorts World Manila
10.2020 - 07.2022
Customer Relations Associate
Resorts World Manila
08.2019 - 09.2020
Passenger Service Agent
Cebu Pacific Air
01.2018 - 05.2019
Bachelor of Science in Tourism Management -
Far Eastern University
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