Maria Joselyn Villaflor
Fremont
Summary
Accomplished Front Office Manager specializing in staff training, customer relationship management, and room inventory management. Delivered measurable improvements in guest satisfaction and operational efficiency, ready to leverage expertise for continued success in the hospitality industry.
Overview
27
27
years of professional experience
Work History
Front Office Manager
Sheraton San Jose Hotel
Milpitas
01.2022 - Current
- Assisted in the hotel transition of the new owner and management company in August 2025, and implemented new processes and procedures in all departments.
- Out of the red zone in Guest Voice in March 2026, #3 in Bonvoy enrollment, and #9 in KIPSU within the management company.
- Executed mobile services, brand standards, GXP usage, accounting, and BSA audit.
- Managed front desk operations and labor, staff scheduling for hotel efficiency, aligned with the budget.
- Trained and mentored front office staff and club lounge attendants on customer service standards, and implemented TEN-TEN-TEN on Guest Voice.
- Coordinated communication between departments to enhance guest satisfaction, and assisted Sales & Events for incoming groups.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times, empowering staff members to be the heroes and have the confidence to handle complaints.
- I took over the HR onboarding process, as the DLZ learning coordinator, administrator of EID and master keys, completed IT tasks on Land It, and assisted the General Manager in the absence of the Director of Housekeeping and the Chief Engineer.
- In charge of room inventory due to ongoing renovation, which started in March 2026, coordinating with contractors and the design team.
Rooms Operations Manager
San Jose Marriott
San Jose
04.2004 - 01.2022
- PM Manager on Duty for the entire hotel, managing PM and Night Audit procedures.
- Hotel Champion for Marriott Loyalty, Bonvoy Program, and Mobile Requests.
- Executed WIG measures for Front Desk, At Your Service, and Guest Services.
- Achieved Guest Voice goals for check-in experience, elite recognition, and staff service.
- Exceeded goals in the Engagement Survey, GREEN from 2006 to 2019 for the Front Office.
- 95% security and risk assessment every year for the front office.
- Managed two hotel renovations in 2013 and 2019.
Staff Accountant
Biltmore Hotel and Suites Santa Clara Hotel
Santa Clara
05.1999 - 04.2005
- Started as a PBX operator, learned room reservations, and front desk.
- Promoted to Accounts Receivable to clear aging accounts.
- Promoted as a Staff Accountant.
Education
Bachelor of Science - Hotel And Restaurant Management
University of Santo Tomas
Philippines06-1997
Skills
- Staff training and development
- Front desk operations
- Guest satisfaction enhancement
- Staff scheduling
- Room inventory management
- Budget and productivity
- Executing new processes in line with goals
Timeline
Front Office Manager
Sheraton San Jose Hotel
01.2022 - Current
Rooms Operations Manager
San Jose Marriott
04.2004 - 01.2022
Staff Accountant
Biltmore Hotel and Suites Santa Clara Hotel
05.1999 - 04.2005
Bachelor of Science - Hotel And Restaurant Management
University of Santo Tomas