Kristel Ann Quillamar
Whistler
Summary
Experienced Customer Service Representative with a proven track record of surpassing customer satisfaction and retention goals for more than ten years. Skilled in transforming customer feedback into effective strategies to increase hotel revenue, improve guest loyalty, and achieve overall success. Proficient in hospitality etiquette, food and beverage preparation, and providing outstanding customer service.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Deli Clerk Expert
Fresh Street Market Georgia Main Food Group
07.2024 - 06.2025
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Greeted customers at counter to fulfill requests and answer questions.
- Contributed to positive team dynamics through effective communication skills and a collaborative problem-solving approach.
- Improved workflow efficiency by effectively multitasking, prioritizing tasks, and communicating with team members.
- Provided an enjoyable shopping experience for customers by engaging in friendly conversations while efficiently preparing their orders.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Made food according to standard recipes with requested changes for customer satisfaction.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
Banquet Service and Barista
Delta Hotels By Marriott
08.2024 - 05.2025
- Set up banquet tables and chairs based on event requirements.
- Demonstrated exceptional teamwork by collaborating with fellow servers to maintain a smooth flow of service during large-scale events.
- Handled food and beverage orders for up to a hundred guests, delivering prompt and friendly service.
- Worked with banquet manager to coordinate event set up and schedule.
- Assisted in setting up the event space, ensuring proper table arrangements and placement of utensils for seamless guest experience.
- Adhered to all health and safety regulations while serving food and beverages.
- Maintained a clean and organized workspace for optimal productivity and safety.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
- Maintained regular and consistent attendance and punctuality.
Delighted to Serve Ambassador
Renaissance Hotel
08.2018 - 10.2019
- Provides courteous service to customers by operating main switchboard according to standard of Marriott Hotel
- Resolve 250++ weekly in-house and outbound guest inquiries via phone and email.
- Transfer incoming calls promptly to appropriate extension, ensures guest messages and internal calls are efficiently handled, delivered accurately and complete
- Well knowledgeable in In Room Dining menu
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
One Touch Service Ambassador
Radisson Blu Hotel
03.2018 - 07.2018
- Delivers courtesy service to customers by operating switchboards and ensuring have positive experience.
- Commended by management 4 times for my positive attitude handling guest calls and dealing with all colleagues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into team.
Order Taker In Room Dining
Intercontinental Hotel
09.2012 - 02.2016
- Took phone order for 2 properties of hotel with average 500++ daily guest in house and provide exemplary customer service.
- Assist in increasing In Room Dining Food and Beverage revenues by upselling to guest when placed orders.
- Have full knowledge of all menu items, garnishes, contents and preparation methods.
- Enhanced order accuracy by diligently reviewing and verifying customer information and order details.
- Demonstrated excellent multitasking skills under pressure; managed multiple telephone lines while efficiently processing orders.
- Effectively communicated with customers to clarify order details and ensure highest level of satisfaction during their ordering experience.
- Facilitated smooth handover processes between shifts by maintaining detailed records of ongoing transactions or issues requiring follow-up action from incoming staff members.
Captain Waitress
Crowne Plaza Hotel, IHG Group
01.2009 - 10.2012
- Responsible in overseeing Lounge Operation after Supervisor
- Managed opening and closing duties including restocking items and reconciliation of cash drawer
- Exceeded sales targets consistently by effectively promoting daily specials and encouraging upselling opportunities among waitstaff.
- Promoted positive teamwork amongst colleagues through clear communication and mutual support during busy shifts.
Education
Bachelor of Science - Hotel And Restaurant Management
St Scholastica's College Manila
Manila, Metro Manila04.2007
Skills
- FBM System (Food & Beverage Management)
- Comprehensive food and beverage understanding
- Skilled at prioritizing tasks simultaneously
- Collaborative teamwork
- Micros POS system operation
- Experienced with Opera software
- Coffee preparation expertise
Accomplishments
- Served customers in a positive way, receiving two customer service awards and employee of the month in the past year.
- Developed a new employee incentive program that results of more guest service engagement of 100% of the company that employee also benefited.
- Trained and supervised new customer service ambassador in Renaissance Hotel and Radisson Blu Hotel.
Languages
English
Full Professional
Certification
11/2025 Serving It Right
12/2025 Food Safe Level 1
Timeline
Banquet Service and Barista
Delta Hotels By Marriott
08.2024 - 05.2025
Deli Clerk Expert
Fresh Street Market Georgia Main Food Group
07.2024 - 06.2025
Delighted to Serve Ambassador
Renaissance Hotel
08.2018 - 10.2019
One Touch Service Ambassador
Radisson Blu Hotel
03.2018 - 07.2018
Order Taker In Room Dining
Intercontinental Hotel
09.2012 - 02.2016
Captain Waitress
Crowne Plaza Hotel, IHG Group
01.2009 - 10.2012
Bachelor of Science - Hotel And Restaurant Management
St Scholastica's College Manila
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