Rica Cervana

-Staff Supervision: Oversee team, assign tasks, monitor performance.
- Training: Train and coach new staff for high standards.
- Quality Control: Inspect rooms and areas for cleanliness and compliance.
- Inventory Management: Manage cleaning supplies and stock levels.
- Scheduling: Create schedules, optimize staffing.
- Guest Relations: Address guest concerns, ensure positive experiences.
- Reporting: Maintain records and prepare reports.

- Assisted bingo players with queries and provided support
- Distributed bingo cards, daubers, and other materials
- Verified winning bingo cards and facilitated payouts
- Monitored bingo games for fairness and reported issues
- Acted as liaison between players and bingo caller
- Handled cash transactions and payouts
- Maintained cleanliness and organization of bingo hall

- Cleaned rooms following Hyatt Hotels standards.
- Maintained knowledge of chemicals and cleaning products.
- Handled guest and staff inquiries professionally.
- Logged lost property and reported to Supervisor/Manager.
- Identified and reported maintenance and safety hazards.
- Ensured equipment was always secure and operational.
- Reported suspicious activities and maintenance issues.
- Checked and cleaned under beds, drawers, and closets.
- Restocked amenities like soap, coffee, and towels.
- Arranged furniture and ensured room security.
- Performed laundry tasks, including collecting, sorting, and transporting laundry.

- Handled complex customer requests via electronic and phone communication.

- Processed refunds and claims for defective items. - Issued Return Merchandise Authorizations (RMAs) as per policy guidelines.

- Monitored resolution times for customer return authorizations and shipment issues.

- Maintained a positive attitude, ensuring the team focused on high-quality service. - Identified and escalated potential risks to management.

- Developed and refined business processes to enhance operational efficiency.
- Conducted comprehensive data analysis to identify improvement opportunities.
- Collaborated with cross-functional teams to implement process changes.
- Monitored performance metrics to ensure process effectiveness.
- Provided training and support to team members on new processes.

- Respond to customer inquiries via phone, email, and chat
- Resolve issues related to bookings, reviews, and accounts
- Provide expert travel advice and recommendations
- Maintain high customer satisfaction through professional support
- Collaborate with internal teams to improve customer experience
- Achieved a 95% customer satisfaction rating