Kimmy Grace Manadan
Salt Spring Island,BC
Summary
Experienced and service-driven hospitality professional with expertise in guest complaint resolution, process improvement, and front office supervision. Proven track record of enhancing customer satisfaction and operational efficiency through effective team coaching, process streamlining and delivering five-star service standards. Eager to leverage skills in hospitality systems and guest service to support and grow within a new team.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Front End Cashier/Cash Booth Office Associate
123 Enterprises LTD.
07.2025 - Current
- Provide friendly, efficient, and professional service to customers at the checkout.
- Accurately process all transactions including cash, debit, credit, and refunds.
- Prepare daily deposits and handle all cash-related paperwork with precision and confidentiality.
- Support front-end operations such as assisting other cashiers, handling customer concerns, and ensuring smooth traffic flow at registers.
- Communicate effectively with management and team members to maintain accuracy and efficiency.
Guest Service Agent/Front Office
The Fairmont Empress
05.2025 - 07.2025
- Delivered a warm and engaging check-in/check-out experience for all guest.
- Maintained strong attention to guest needs, preference, and special requests.
- Ensured accuracy in front office operations including billing, reservations, and guest inquiries.
- Handled guest issues promptly and discreetly, escalating only when necessary.
- Collaborated with supervisors to ensure smooth shift transitions and service consistency.
Guest Relations Officer/Front Office
The Venetian Macao SAR
01.2015 - 07.2024
- Supervised front desk operations and ensured high standards of service delivery.
- Trained and mentored junior front office staff in guest service and problem-solving techniques.
- Resolved guest concerns efficiently, improving overall guest satisfaction and loyalty.
- Streamlined check-in procedures to reduce wait times by 30%.
- Worked cross-functionally with other departments to resolve issues and personalize service.
Food and Beverage Attendant
The Venetian Macao SAR
07.2007 - 01.2015
- Provided detailed menu knowledge to enhance the guest dining experience.
- Managed opening and closing cash procedures, ensuring financial accuracy.
- Resolved guest complaints tactfully to retain customer satisfaction.
- Promoted upsell items to meet revenue targets.
- Supported team members and trained new staff on menu presentation and service etiquette.
Food and Beverage Attendant
Hyatt Hotel and Casino (via WCT Food Chain)
04.2006 - 06.2007
- Applied excellent communication skills when interacting with customers and coworkers alike.
- Adhered to all safety and sanitation guidelines while handling food and beverages.
- Resourcefully solved customer complaints in a professional manner by offering solutions or alternatives.
Education
Diploma - Hotel and Restaurant Management
Laguna State Polytechnic College
LagunaSkills
- Hospitality Systems (Opera/ Opera cloud PMS, MICROS, POS)
- Customer Satisfaction and Service Recovery
- Upselling and Cross-Selling Techniques
- Team Coaching and Staff Development
- Guest Complaint Resolution
- Process Improvement and Efficiency
- Cash Handling and Financial Accuracy
- Front Office and Guest Service Supervision
Languages
Mandarin and Cantonese
Intermediate
Certification
- On-the-job training as Front Office Staff, Kitchen Assistant, Housekeeping and Cashier
- Training in Understanding and Application of Key to Excellence Service
- Training in Building Our Culture of Service
- Workshop/ Seminar on Banquet and Catering, Bar Management, Housekeeping, Food and Beverage
Timeline
Front End Cashier/Cash Booth Office Associate
123 Enterprises LTD.
07.2025 - Current
Guest Service Agent/Front Office
The Fairmont Empress
05.2025 - 07.2025
Guest Relations Officer/Front Office
The Venetian Macao SAR
01.2015 - 07.2024
Food and Beverage Attendant
The Venetian Macao SAR
07.2007 - 01.2015
Food and Beverage Attendant
Hyatt Hotel and Casino (via WCT Food Chain)
04.2006 - 06.2007
Diploma - Hotel and Restaurant Management
Laguna State Polytechnic College