Kristel Ann Quillamar
Customer Service Ambassador
2327 Cheakamus Way, Whistler British Columbia,British Columbia
Summary
Attentive Customer Service Representative with 10 plus years achieving customer service satisfaction and customer retention goals. Skilled at transforming customer feedback in actionable insights that drive revenue of the hotel, increase guest loyalty and improve success. Extensive knowledge of hospitality etiquette, food and beverage preparation and superior customer service
Overview
11
11
years of professional experience
5
5
years of post-secondary education
Work History
Delighted to Serve Ambassador
Renaissance Hotel
08.2018 - 10.2019
- Provides courteous service to customers by operating the main switchboard according to the 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
- Respond to customer inquiry regarding hotel, in house facilities, town events, billing and their reservations
- 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 they have positive experience.
- Won Employee of the month for handling most calls and emails inquiries and issues of in-house and outbound guest
- 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 the team.
Order Taker In Room Dining
Intercontinental Hotel
09.2012 - 02.2016
- Took phone order for 2 properties of the hotel with average 500++ daily guest in house and provide exemplary customer service
- Assist in increasing the In Room Dining Food and Beverage revenues by upselling to the guest when they placed orders
- Have full knowledge of all menu items, garnishes, contents and preparation methods.
- Consistently met or exceeded performance goals related to order volume, accuracy, and timeliness.
- 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 the 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 the Lounge Operation after the 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 Scholatica's College Manila
Manila, Metro Manila, Philippines 04.2002 - 04.2007
Skills
Works well under pressure
In depth Food and Beverage knowledge
Able to handle multiple phone calls and task simultaneously
Able to work alone and within a team
Point of Sale (POS) Micros system operation
Opera System
FBM System(Food & Beverage Management)
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.
Timeline
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 Scholatica's College Manila
04.2002 - 04.2007