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Ma. Melba Florentino Front Office Manager

Philippines Resume-melba-3-sg-1.docx
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Maria Melba R. Florentino
Block 528 Bukit Batok St., 51 06-56 Singapore 650528

Landline number: 044- 7218622

Cellphone number: +63 935 880 3101/ +63 928 787 9958

E-mail Address:  melbaflorentino@yahoo.com

 

EDUCATION:

 

2010-2011                Masters in Business Administration

University of Institute Wales, Cardiff

Llandaff Campus

Western Avenue, Cardiff
CF5 2YB United Kingdom

Degree completed

 

2002- 2006               Masters in Business Administration

De La Salle University

Taft Avenue, Manila, Philippines

Degree completed

 

1994-1998                BS. Hotel and Restaurant Management

St. Scholastica’s College

Ermita, Manila, Philippines

Degree completed

 

 

 

EXPERIENCE:

 

Jan 15, 2018 to         Front Office Manager

July 4, 2018               Holiday Inn Baguio City Centre- Pre opening team

#56 Legarda Road, Baguio City

 

Duties for Front Office Manager

 

1.     Monitor the KPI and ensure to meet the target

2.     Set the department policies and procedures

3.     Recruit, manage, train and develop the Front Office team

4.     Oversee the whole Front Office department including the reservations department

5.     Maximization of revenue through teaming up with the revenue manager in order to forecast rate accurately

 

 

Oct 1, 2014 to            Front Office Manager

Dec. 24, 2017                        Midori Hotel and Casino – Pre opening team

Kalayaan Road cor CM Recto, Clarkfield, Pampanga

 

 

Duties for Front Office Manager

 

1.     Oversee the entire Front Office operation to maintain high standards

2.     Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement

3.     Set departmental objectives and balance scorecard, work schedules, budgets (capital and operating budget) policies, and procedures

4.     Recruit, manage, train and develop the Front Office team

5.     Manage staff performance issues in compliance with company policies and procedures

6.     Maintain good communication and working relationships with all hotel departments

7.     Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities

 

 

May 19 to                   Hotel Duty Manager

Sept. 30, 2014           Widus Hotel and Casino

5400 Manuel A Roxas Highway, Clark Freeport Zone, Pampanga, Philippines

 

Duties for Hotel Duty Manager:

 

1.     Oversee daily Front Desk duties and activities

2.     Supervise Front Desk staff, including Front Desk Agents, Night Auditors and Bellmen

3.     Determine and process all guest compensation issues

4.     Troubleshoot all guest issues and problems

5.     Ensure high level of customer service is maintained at all times by all Front Desk staff

6.     Assist Front Desk Agents with daily shift audit and ensure all audits are correct

7.     Ensure open communication with GM and other departments and ensure all pertinent information is given to the individual departments

 

 

 

 

 

July 27, 2009 to        Front Office Receptionist/ Guest Services Agent

Nov. 30, 2013                        Hilton Hotel- London Docklands Riverside

265 Rotherhithe St. London United Kingdom SE16 5HW

 

Duties for Receptionist:

 

1.     Achieve positive outcomes from the guest queries in a timely and efficient manner.

2.     Ensure an efficient reception experience for guests, including check in/out, and complete audit procedures, as required.

3.     Demonstrate a high level of customer service at all times

4.     Maximize room occupancy and use up-selling techniques to promote hotel services and facilities

5.     Comply with hotel security, fire regulations and all health and safety legislation

6.     Act in accordance with policies and procedures when working with front of house equipment and property management systems

 

 

April 30, 2007                        Front Office Executive
to April 30, 2009       Hilton Hotel- Singapore

581 Orchard Road Singapore 238883

 

Duties for Front Office Executive:

 

1.     Provides efficient service for guest registration and departure

2.     Attends and handles to guest complaints and resolves issue at guest’s satisfaction.

3.     Welcoming guest and Check in guests taking account of the established standards (choice of suitable rooms, completion of bookings and entry into the computer, handover of the room pass and the key, safeguarding payment, luggage organization.

4.     Check out of departing guest in accordance with the established standards (processing guest bills using the On Q System)

5.     Responsible for cash inventory, cashiering transaction, float control, cheque and bills of exchange in foreign currencies.

6.     Maintain regular contact with frequent guest and all important guest of the hotel

7.     Performs inventory for the stocks

8.     Foresee the whole operations for cocktail, breakfast and refreshments and ensures that it runs smoothly

 

 

December 4, 2006       Assistant Dietary Manager
to April 17, 2007        The Pearl Manila Hotel- Manila, Philippines

Gen. Luna St. cor UN and Taft Ave. Ermita, Manila, Philippines 1000

 

 

Duties for Assistant Dietary Manager:

 

1.     Responsible for assuring the nutritional needs of the residents are met.

2.     Responsible for training and staffing the department within the labor budget and maintaining food cost within the allocated budget.

3.     Ensuring that residents were satisfied with the quality of food served and complimentary of service in accordance to physician’s orders, resident care plans and appropriate regulations

4.     Conducts performance evaluation of subordinates and recommends appropriate action, motivates, trains, guides and counsels them.

5.     Evaluates the inventory status of stocks and supplies and prepares requisition of the items.

6.     Responsible for overall food service operations including budget and inventory control

7.     Supervise kitchen staff in accordance to safe and health standards

8.     Addressed patient issues and complaints

March 1, 2005                        Front Office Assistant Manager
to December 3, 2006            The Pearl Manila Hotel- Manila, Philippines

Gen. Luna St. cor UN and Taft Ave. Ermita, Manila, Philippines 1000

 

Duties for Front Office Assistant Manager:

 

1.     To handle matters related with proper billing and investigate any guest complaints

2.     To be involved in the Front Desk operations such as reservations, Front Office Cashier procedures, reservation forecast, room status and availability of rooms.

3.     To liaise with Chief Accountant on guest accounts exceeding set limits and any “suspicious room account”

4.     To maintain a close working relationship with all Department Heads

5.     To be thoroughly familiar with credit regulations. Assist the Front Office Manager regarding payment by guest whose bills are overdue

6.     To handle guest complaints regarding room bills, discounted rate, monthly rate, etc.

7.     To assist all Front Office Personnel in the discharge of their duties

8.     Performs full night management functions including reconciliation, balancing daily workings, cross checking transaction of the day, report production, and network back ups.

 

August 31 1998        Store Supervisor

to September 4, 2000  Red Ribbon Bakeshop- Philippines

84 E Rodriguez Jr. Ave., Libis Quezon City

Philippines 1110

 

Duties for Store Supervisor:

 

1.     Monitors the over all operation of the store.

2.     Responsible for planning, organizing, controlling and supervising of all works in the branch.

3.     Submits weekly report status of the branch.

4.     Evaluates the inventory status of stocks and supplies and prepares requisition of the items and products.

5.     Recommends purchases of spare parts of the equipment, materials, supplies and facilities.

6.     Inspects the whole store regarding cleanliness, orderliness, safety practices, food hygiene and security measures.

7.     Conducts performance evaluation of subordinates and recommends appropriate action, motivates, trains, guides and counsels them

8.     Summarizes daily time record of the employee.

 

 

KEY SKILLS:

 

• Strong communication skills
• Problem analysis, use of judgment and ability to solve problems efficiently

• Organizational skills and customer service orientation
• Adaptability and ability to work under pressure
• Initiator

• Accuracy and attention to details
• Analytical thinking, planning

 

 

 

 

 

 

 

CHARACTER REFERENCES:

 

 

1.   Ms Sharon Isaacs                        Front Office Manager- Hilton Garden Inn Heathrow

Eastern Perimeter Rd, Hatton Cross, London, TW6 2SQ, United Kingdom

Tel# + +44-20-82664664

Email: Sharon.Isaacs@hgiheathrow.com

 

2.   Rollete Salazar                             Asst Human Resources Manager- Midori Hotel

Kalayaan St., CM Recto, Clarkfiled, Freeport Pampanga

Tel # +63 045 308-8888

Email: Rollete.Salazar@midorihotel.com

 

3. Esvie Gutijer                                  HR Supervisor

56 Legarda Road Baguio City

Tel # +63 074 620 3333

Email:  Esvie.Gutijer@ihg.com