Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
KIMMY GRACE MANADAN

KIMMY GRACE MANADAN

Calumpit,Bulacan

Summary

Knowledgeable and dedicated customer service professional with extensive experience in hospitality industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Guest Relations Officer

Venetian Macau Limited
01.2015 - 07.2024
  • Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
  • Streamlined check-in process to decrease wait times and increase customer satisfaction.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
  • Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
  • Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
  • Assisted guests with check-ins, account inquiries and any additional services needed.
  • Answered guest inquiries and provided information regarding hotel services and amenities.
  • Coached and developed associates to improve soft skills and recovery techniques.

Food and Beverage Server

Venetian Macau Limited
07.2007 - 01.2015
  • Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
  • Answered customers' questions, recommended items and recorded order information.
  • Displayed enthusiasm and promoted excellent service to customers.
  • Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
  • Kept track of event finances, initial deposits, due payments and final balances.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Entered orders accurately to produce finalized checks and attain correct payments from guests.

Food and Beverage Attendant

WCT Foodchain
04.2006 - 06.2007
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Inspected preparation and storage equipment regularly to assess and maintain performance for cost-effective, safe operations.
  • Delivered exceptional guest experiences through attentive service and quick response to issues.
  • Set up advertising signs and displays on shelves, counters and tables.

Education

Diploma in Hotel And Restaurant Management

Laguna State Polytechnic College
Siniloan, Laguna
04.2006

Skills

  • Proficiency in hospitality systems
  • Quality improvement leadership
  • Guest complaint resolution
  • Account management
  • Guest Services Agent training
  • Customer service expert
  • Detail-driven
  • Training development aptitude

Certification

  • Workshop/ Seminar on Housekeeping, Food and Beverage, Banquet and Catering, & Bar Management
  • On-the-job training as Service Staff, Housekeeping, Kitchen Assistant, & Cashier
  • Training in Understanding & Application of Key to Excellence Service
  • Training in Building Our Culture of Service

Languages

English
Full Professional

Timeline

Guest Relations Officer

Venetian Macau Limited
01.2015 - 07.2024

Food and Beverage Server

Venetian Macau Limited
07.2007 - 01.2015

Food and Beverage Attendant

WCT Foodchain
04.2006 - 06.2007

Diploma in Hotel And Restaurant Management

Laguna State Polytechnic College

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KIMMY GRACE MANADAN