Shanin Bonghanoy
Mississauga,ON
Summary
Coordinated Hotel outlet supervisor with more than 8 years of experience working for high-end hotel chains. Diligent team player committed to providing exceptional guest services by directing staff, managing individual and group bookings and resolving common customer service issues. In-depth knowledge of hospitality industry and business administration. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Hotel Operations Supervisor
Gulf Hotel Convention And Spa
08.2018 - 07.2023
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Established and upheld high standards, promoting great customer service and assistance to guests.
- Greeted and assisted guests by gathering information pertaining to reservations or requests.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Implemented successful strategies to increase customer satisfaction.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Supervised team of 12 staffs and helped to resolve issues arising during shifts.
Guest Service Agent
Philippine Airlines
07.2016 - 01.2017
- Collected deposits, fees, and payments if necessary.
- Checks passenger documents before checking in such as passports and other necessary papers before boarding.
- Announcing flight delays and other information necessary.
- Greeted guests upon arrival and offered assistance.
- Assisted guests with check-ins, account inquiries and any additional services needed.
- Maintained consistent positive customer feedback.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Welcomed guests on arrival, displaying professional and friendly approach.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Handled customer complaints to satisfy and retain guests.
- Facilitated and coordinated transportation services for guests if needed.
Education
Bachelor of Science - Tourism And Hospitality Management
Eulogio Amang Rodriguez Institute of Science And T
Manila Philippines04.2016
Skills
- Computer Skills
- Client Consultations
- Facilities Management
- Payment Processing
- Inventory Management
- Teamwork and Leadership
- Food Service Operations
- Creates Staff Training Manual
- Guest Accommodations
- MS Office
- Food and Beverage Operations
- Decision-Making
- Shift Scheduling
- Top-notch Customer Service
- Reception Oversight
- Mentoring New Hires
- Employee Performance Evaluations
- Maintenance Reports
- Serve Guests
Languages
English
Full Professional
Certification
Social Media Marketing Online course
Virtual Assistant Online course
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
In order to succeed, we must first believe that we can.
Nikos Kazantzakis
Timeline
Hotel Operations Supervisor
Gulf Hotel Convention And Spa
08.2018 - 07.2023
Guest Service Agent
Philippine Airlines
07.2016 - 01.2017
Bachelor of Science - Tourism And Hospitality Management
Eulogio Amang Rodriguez Institute of Science And T
Social Media Marketing Online course
Virtual Assistant Online course
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