Overview
Work History
Education
Skills
Timeline
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Pauline Elise Calderon

Airdrie,AB

Overview

9
9
years of professional experience

Work History

Asst. Front Office Manager

Hotel 11 By Sonest/Wyndham Garden Calgary Airport
09.2018 - Current
  • Ensures that the front desk team provides excellent customer service and maintains a high profile in the front office's day-to-day operations
  • Ensures that the team is staying on top of sales and generating leads
  • Manage and respond to all online reviews for the hotel and restaurant
  • Responsible to review and correct night audit’s work before sending them to the accounting department
  • Responsible for allocating and keeping track of the number of rooms for airline distressed passengers
  • Ensures that there is no overbooking and the each room is sold at its most competitive price in order to boost the average daily rate
  • In charge of processing the invoices of the airline companies: Air Canada, WestJet, Flair and US airlines
  • Accountable for reviewing commissions for online travel agencies
  • Responsible for training newly hired front desk agents and night auditors
  • Resolve guest complaints and issues while representing our brand professionally
  • Answer phones, greet customers, help with check-in and check-out procedures, and make reservations
  • Ensure that team members are up to date on hotel products, services, rates, and policies.

Front Office Associate

Chateau Lacombe Hotel
02.2018 - 08.2018
  • Responsible for providing excellent customer service through personal and phone inquiries
  • Handle inquiries from guests about hotel services and city information
  • Ensured that all guest requests are met and that the VIP and VVIP arrivals are communicated to the team
  • Assisted guests and served food and beverages in the concierge lounge.

Front Office Agent

Airline Hotels Ltd
10.2017 - 08.2018
  • Responsible for providing excellent customer service through personal and phone inquiries
  • Answer phones, greet customers, help with check-in and check-out procedures, and make reservations
  • Assign rooms, issue keys, and collect payment and billing information from guests.

Passenger Service Associate

Philippine Airlines
08.2016 - 08.2017
  • Ensured that all passenger documents, including passports, visas, and other supporting travel documents, are valid and correct
  • Handled check-in and boarding pass issuance for domestic and international flights
  • Assisting passengers with special needs and performing a variety of passenger service functions
  • Responded to customer concerns and ensured that information about airline products and services was provided
  • Ensured that safety and security precautions were put in place at work.

Airline Sales Representative / Guest Service Associate

AirSWIFT Airline formerly Island Transvoyager Inc
12.2014 - 03.2016
  • Served as the airline supervisor for the reservations and ticketing department at both the airport terminal and the El Nido Resorts office
  • Attended client meetings to discuss group reservations or a potential travel agency contract
  • Conducted system training for newly hired employees in all stations and new partner travel agents
  • Attended travel agency events and handled travel expos in Manila and Cebu on behalf of the airline
  • Helped the customer service manager and accounting department with the revenue management's seat pricing allocation
  • Conducted the initial interview for the customer service associate in absence of the customer service manager
  • Managed schedule and monitored the performance of the team
  • Handled check-in, boarding pass issuance, baggage tagging, and finalizing cargo and passenger manifests.

Data Technician

Diadem Business Solutions
07.2014 - 10.2014
  • Maintained detailed logs of finished and in-progress data entry projects to identify
    areas of improvement and increase productivity.
  • Responsible to edit data for Canada cases and e-books.
  • Completed accurate and efficient data entry and database updates to support
    business operations.
  • Exceeded quality goals to support team productivity.
  • Identified and corrected data entry errors to prevent duplication across systems.

Education

Diploma - Business Administration, Accounting

Bow Valley College
Calgary, AB
12.2023

Bachelor's Degree - International Travel and Tourism Management

Lyceum of The Philippines University
04.2014

Skills

  • Customer Service
  • Communication Skills
  • Micros Opera
  • Sabre
  • QuickBooks
  • Sage
  • Xero
  • Microsoft Excel
  • Drivers License (Class 5)

Timeline

Asst. Front Office Manager

Hotel 11 By Sonest/Wyndham Garden Calgary Airport
09.2018 - Current

Front Office Associate

Chateau Lacombe Hotel
02.2018 - 08.2018

Front Office Agent

Airline Hotels Ltd
10.2017 - 08.2018

Passenger Service Associate

Philippine Airlines
08.2016 - 08.2017

Airline Sales Representative / Guest Service Associate

AirSWIFT Airline formerly Island Transvoyager Inc
12.2014 - 03.2016

Data Technician

Diadem Business Solutions
07.2014 - 10.2014

Diploma - Business Administration, Accounting

Bow Valley College

Bachelor's Degree - International Travel and Tourism Management

Lyceum of The Philippines University

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Pauline Elise Calderon