RAY MICHAEL AGUSTIN
Saskatoon,SK
Summary
Hotel operations professional with expertise in managing daily activities, staff performance, and customer relations. Demonstrated success in enhancing hotel efficiency through strategic scheduling and effective expense management. Committed to elevating guest experiences and achieving operational excellence across all service areas.
Overview
19
19
years of professional experience
Work History
Hotel Front Desk Manager
Confederation Inn
Saskatoon, Canada
10.2012 - 04.2026
- Managed daily hotel operations ensuring guest satisfaction and service excellence.
- Resolved guest complaints with professionalism and efficiency, maintaining high satisfaction levels.
- Supervised staff performance and provided training to enhance service delivery.
- Coordinated scheduling and staffing to ensure optimal coverage and enhance guest experience.
- Ensured compliance with health, safety, and regulatory standards across the property.
- Created a positive work environment for staff by providing guidance, support, recognition and motivation.
- Oversaw budgeting and expense management, ensuring alignment with operational goals.
- Optimized room rates to gain maximum occupancy figures, improving revenue growth and increasing market share.
- Developed marketing strategies to promote hotel offerings and increase bookings.
Cashier
Night Owl Confectionary
Saskatoon, Canada
06.2010 - 08.2012
- Greeted customers while entering to the premise
- Processed customer transactions efficiently at cash register, ensuring smooth checkout experience.
- Received and processed payments by cash, check, credit card and automatic debit
- Established or identified price of goods using electronic or other cash register
- Resolved customer inquiries and issues promptly, enhancing overall customer satisfaction.
- Assisted customers by providing detailed product information
- Guided customers in product selections and provided tailored recommendations, improving their shopping experience.
- Managed inventory levels and restocked shelves regularly.
Account Representative
GC Teleservices
Saskatoon, Canada
06.2007 - 05.2010
- Served as primary contact and support for maintaining account information and opening and closing accounts.
- Managed customer inquiries and provided timely solutions.
- Responded quickly to customer inquiries via phone or email.
- Resolved billing issues by coordinating with finance and support teams for efficient solutions.
- Addressed customer complaints promptly, ensuring swift resolution and maintaining customer loyalty.
- Collaborated with team members to enhance overall customer satisfaction scores.
- Educated customers on new products and services available.
- Documented customer interactions in company database.
Quality Assurance
GC Teleservices
Saskatoon, Canada
- Identified calls failing to meet predefined standards, diagnosing underlying issues to drive quality improvements.
- Understood the priority of the organization and evaluated call behaviors for regulatory compliance, cross-selling and adherence to policy.
- Provided actionable customer and compliance feedback to management, informing strategy and process adjustments.
- Implemented agent training and coaching initiatives.
- Listened to calls either recorded, live or side-by-side while communicating feedback.
- Fostered positive work habits, enhancing team productivity and morale.
Education
College Undergraduate - Electrical Engineering
Mapua Institute of Technology
Manila, PhilippinesSkills
- Front desk operations
- Hotel operations management
- Customer relationship management
- Staff training
- Performance evaluation
- Expense control
- Inventory management
- Hotel software expertise
- Microsoft Office proficiency
- Administrative tasks
- Marketing strategy
- Effective communication
Timeline
Hotel Front Desk Manager
Confederation Inn
10.2012 - 04.2026
Cashier
Night Owl Confectionary
06.2010 - 08.2012
Account Representative
GC Teleservices
06.2007 - 05.2010
Quality Assurance
GC Teleservices
College Undergraduate - Electrical Engineering
Mapua Institute of Technology