Merth Dimple Lapinig
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Restaurant Stewardess
Norwegian Cruise Line
10.2022 - 07.2023
- Enhanced passenger experience by providing exceptional customer service and attending to individual needs.
- Ensured safety and comfort of customers onboard
- Resolved passenger conflicts and medical emergencies.
- Verified passenger compliance with policies, regulations, and safety guidance.
- Attended workshops and training in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Completed safety checks to reinforce passenger safety.
- Used excellent customer service skills in addressing passengers' needs.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
- Verified prepared food met standards for quality and quantity before serving to customers.
HR Employee Relations Specialist
Wishland Software Technology Inc.
05.2019 - 09.2022
- Enhanced employee engagement by developing and implementing innovative training programs.
- Reduced turnover rates by identifying areas of concern and addressing employee issues proactively.
- Developed performance metrics and dashboard interfaces to keep track of internal benchmarking and progress against goals.
- Devised robust training programs to strengthen investigatory skills, legal understanding, and motivational strategies.
- Facilitated communication and collaboration with employees and management to encourage teamwork and rapport.
- Monitored and enforced company policies and procedures to determine compliance with applicable laws and regulations.
- Developed comprehensive employee relations programs and initiatives to increase organizational engagement.
- Collaborated with HR team to establish useful implementation of employee relations programs and initiatives.
- Delivered team member services and customized employee programs focused on optimizing labor relations and communications.
Admin / Receptionists
Ripped City Gym
06.2018 - 02.2019
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Compiled information from files and research to satisfy information requests.
Service Associate / Service Bar Cashier
South Palms Resort Panglao
03.2017 - 06.2018
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Assisted customers with inquiries, resolving issues promptly for improved customer retention.
- Completed bar inventory checks and recorded requisition sheets.
- Followed alcohol awareness procedures for preventing intoxication and dealing with intoxicated guests.
- Used POS system to enter orders, process payments and issue receipts.
- Worked with floor team and managers to meet wide range of customer needs.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Demonstrated product features, answered questions and redirected objections to highlight positive aspects.
Service Guest Assistant
Panglao Regents Park Resort & Hotel
08.2016 - 11.2016
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized attention.
- Streamlined check-in and check-out processes for improved efficiency and reduced wait times.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
- Inputted daily occupancy, room rate and revenue into property management system for updated recordkeeping and accounting.
- Maintained high level of professionalism and discretion when dealing with guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
Education
Food And Beverage Services
Asian Divine Light College
New Satellite Road Tagbilaran City07.2016
Bachelor of Science - Hotel And Restaurant Management
University of Bohol
Ma. Clara St. Tagbilaran City06.2015
Bachelor of Science - Hotel And Restaurant Management
Siquijor State College
Lazi Siquijor Island Of Siquijor06.2013
Skills
- Food and Beverage Service
- Guest Services
- Verbal and Written Communication
- Crew Coordination
- Problem Resolution
- Disciplinary Action Management
- Training Development
- Administrative Support
- Customer and Client Relations MS Office, MS Word, MS Excel and MS PowerPoint
- Document Verification
- Interpersonal Relations
- Customer Service
Accomplishments
• NCII Food and Beverage Services
• Annual Fire Fighting Training & Drill Exercise- South Palms Resort Panglao
• Top-Up Seller Award- South Palms Resort Panglao
• Korean Language Training
• Certificate of Discover Scuba Diving
• Red Cross First Aid Training
• Basic Training
• Anti-Piracy Awareness Training
• Security Awareness Training
• Crowd Control Management
Timeline
Restaurant Stewardess
Norwegian Cruise Line
10.2022 - 07.2023
HR Employee Relations Specialist
Wishland Software Technology Inc.
05.2019 - 09.2022
Admin / Receptionists
Ripped City Gym
06.2018 - 02.2019
Service Associate / Service Bar Cashier
South Palms Resort Panglao
03.2017 - 06.2018
Service Guest Assistant
Panglao Regents Park Resort & Hotel
08.2016 - 11.2016
Food And Beverage Services
Asian Divine Light College
Bachelor of Science - Hotel And Restaurant Management
University of Bohol
Bachelor of Science - Hotel And Restaurant Management
Siquijor State College
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