Jan Cyril Ambat
Rocky Mountain House,AB
Summary
Diligent Hotelier with proven background in hospitality and customer service. Successfully managed guest interactions and resolved issues to enhance guest experience. Demonstrated strong communication skills and attention to detail in fast-paced environment. Hospitality professional prepared to bring extensive customer service experience to new role. Proven ability to handle guest inquiries and issues efficiently, multitasking, problem-solving and maintaining welcoming atmosphere. Reliable team player with strong focus on collaboration and adaptability to changing needs. Notable skills include effective communication and problem-solving. Known for effective communication, adaptability, and reliability in fast-paced environments. Capable of managing front desk operations, coordinating with team members, and delivering results that enhance guest experiences.
Overview
10
10
years of professional experience
Work History
Front Desk Agent
Best Western Rocky Mountain House Inn & Suites
10.2022 - Current
- Maintaining accurate records of guest information, payments and reservations using hotel management system.
- Providing exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolving guest issues promptly, resulting in positive feedback and return visits.
- Taking reservations over phone, in person, and via computer for guests and providing confirmation information.
- Welcoming each new arrival guests pleasantly and confirming reservations and identification.
- Utilize strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Develop strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Increase customer loyalty with exceptional communication skills and personalized service.
- Answering customer telephone calls promptly and appropriately handle needs.
- Greet visitors and customers upon arrival, offer assistance, and answer questions to build rapport and retention.
- Assist guests in making informed decisions on local attractions, dining options, and transportation services.
- Enhance guest satisfaction by efficiently managing check-in and check-out processes.
- Facilitate smooth guest experiences by coordinating with multiple departments across the property.
- Mentoring new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Contributing to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Demonstrating adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Manage room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Implementing marketing and promotional initiatives to increase occupancy.
- Using quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
Front Desk Supervisor / Manager on Duty
Crown Plaza Indianapolis Downtown Union Station
10.2021 - 10.2022
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Scheduled and assigned daily work and activities for team members.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Managed group reservations effectively, providing smooth check-in experiences for large parties or corporate events.
- Maintained a high level of professionalism, ensuring all staff followed hotel policies and procedures consistently.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Ensured compliance with safety protocols at the front desk area, contributing to a secure environment for both guests and staff members.
- Supported sales efforts by promoting hotel facilities and services during interactions with potential clients or guests.
- Developed strong working relationships with other departments within the hotel, fostering efficient communication channels between teams.
- Attended staff meetings and brought issues to attention of upper management.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Proactively identified potential issues within the workplace, taking corrective actions to maintain seamless operations at all times.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
Guest Services Agent
Holland America Line
08.2018 - 03.2020
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Maximized revenue by upselling room upgrades and additional services.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
- Developed strong relationships with repeat customers, fostering loyalty and return visits.
- Acted as liaison between guests and hotel departments to facilitate communication regarding special requests or concerns effectively addressing any issues that arose during their stay.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Answered guest inquiries and provided information regarding hotel services and amenities.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Maintained high level of professionalism and discretion when dealing with guests.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Created welcoming and comfortable environment for guests.
- Provided accurate information regarding local attractions, restaurants and activities.
- Assisted with luggage handling, valet services and concierge services.
- Scheduled and confirmed restaurant reservations for guests.
- Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.
- Maintained accurate and up-to-date records of guest information.
- Facilitated and coordinated transportation services for guests.
Manila Pavilion Hotel & Casino
Guest Services - Front Desk
03.2017 - 04.2018
- Enhanced customer satisfaction by providing excellent service and promptly addressing concerns.
- Collaborated with security personnel to maintain a safe and secure gaming environment for all guests.
- Provided support to floor managers in managing games, resolving disputes, and maintaining smooth operations.
- Conducted regular audits of gaming equipment to guarantee proper functionality and fair play for all patrons.
- Delivered exceptional guest experiences by handling inquiries professionally and courteously at all times.
Front Desk - Management Trainee
Eliot Hotel Hotel
02.2015 - 02.2016
- Improved management skills by participating in rigorous training programs and workshops.
- Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
- Acted with integrity, honesty, and knowledge to promote culture of company.
- Showcased strong organizational skills by effectively managing multiple projects and tasks simultaneously, meeting all deadlines, and maintaining a high level of performance under pressure.
- Handled day-to-day customer or client questions via telephone or email.
Education
Bachelor of Science - Tourism Management
Far Eastern University
Manila, Philippines04-2014
Skills
- Front desk management
- Hospitality service expertise and best practices
- Computer Skills with Advanced knowledge in Excel & Word
- Hotel Software systems that involve higher and more complex levels of knowledge and understanding in OPERA PMS, Oracle, HMS (Hotel Management System Online), Epitome, Fidelio System and Visual Matrix
- Customer service
- Problem-solving skills
- Cash handling including Foreign Exchange
- Oral and written communications
- Coaching and mentoring
- Concierge services
- Staff supervision
- Nightly audits including administrative skills
- Operations management
Languages
English
Full Professional
Timeline
Front Desk Agent
Best Western Rocky Mountain House Inn & Suites
10.2022 - Current
Front Desk Supervisor / Manager on Duty
Crown Plaza Indianapolis Downtown Union Station
10.2021 - 10.2022
Guest Services Agent
Holland America Line
08.2018 - 03.2020
Manila Pavilion Hotel & Casino
Guest Services - Front Desk
03.2017 - 04.2018
Front Desk - Management Trainee
Eliot Hotel Hotel
02.2015 - 02.2016
Bachelor of Science - Tourism Management
Far Eastern University
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