ANJANETTE ABAD
Fort Bragg
Summary
Dedicated and customer-focused hospitality professional with extensive experience in both front-of-house and back-of-house operations, including luxury hotels and hospital guest services. Proven ability to deliver exceptional guest experiences, coordinate smooth operations, and uphold the highest service standards. Skilled in building rapport with diverse clientele, resolving issues efficiently, and thriving in fast-paced environments. Known for strong communication, adaptability, and a commitment to creating positive, memorable experiences for guests and patients alike.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Hospital Guest Service Representative
New York Presbyterian Queens Hospital
08.2023 - 08.2024
- Greet patients and their families upon arrival, ensuring a warm and welcoming atmosphere.
- Provide detailed information about the private room options, including amenities, costs, and benefits.
- Work closely with nursing staff, housekeeping, and other departments to prepare rooms according to patients' preferences.
- Communicate any special requests or requirements to the relevant departments to ensure a seamless patient experience.
- Provide ongoing support to patients and their families throughout their stay, ensuring their comfort and satisfaction.
- Gather feedback from patients to continuously improve the quality of services offered.
- Maintain accurate records of all interactions with patients and room reservations.
- Stay updated on the latest hospital services and amenities to provide accurate and current information to patients.
Hotel Reservations Agent
Eden Roc Miami Beach
02.2022 - 06.2023
- Making reservations for customers based on their various requirements and budgetary allowances.
- Checking the availability of accommodation or transportation on the customers' desired travel dates.
- Processing payments and sending confirmation details to customers.
- Sorting out any issues that may arise with bookings or reservations.
- Providing support to customers who may need to amend or cancel a reservation.
Front Desk Receptionist
Circa 39
12.2021 - 08.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees and payments.
Night Auditor/Supervisor
Serena Hotel
04.2021 - 11.2021
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly and marking discrepancies.
- Kept accounts in balance and ran daily reports to verify totals.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
Front Desk Agent/Supervisor
Lennox Hotel
06.2020 - 04.2021
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
Front Desk Associate
Best Western Plus Atlantic Beach Resort
04.2018 - 11.2019
- Maintained cleanliness and organization of front desk area.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Used internal software to process reservations, check-ins and check-outs.
- Took reservations over phone, in person and via computer for guests and provided confirmation information.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Politely welcomed arriving guests, providing room keys and information on amenities and policies.
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
Education
Bachelor of Science - Tourism, Hotel And Restaurant Management
Leyte Normal University
Tacloban City, Philippines03.2017
Skills
- Active listening skills
- Customer service skills
- Computer Skills
- Communication skills
- Leadership skills
- Detail-oriented
Certification
- Employee of the Year (Heart of the House) 2022 Eden Roc/Nobu Hotel, Miami Beach, Florida
- Rookie of the Quarter (2022) Eden Roc/Nobu Hotel, Miami Beach, Florida
- Academic Proficiency in Restaurant Management Practicum (2017) Leyte Normal University, Tacloban City
- Employee of the Month (2022) Eden Roc/Nobu Hotel, Miami Beach, Florida
- Employee of the Month (2019) Best Western Plus Atlantic Beach Resort, Miami Beach, Florida
- Student Internship Abroad Program (2016) Leyte Normal University, Tacloban City
- Rookie of the Quarter Nominee (2022) Eden Roc/Nobu Hotel, Miami Beach, Florida
- Academic Proficiency in Hotel Management Practicum (2017) Leyte Normal University, Tacloban City
LANGUAGES
English Professional
Tagalog Professional
Cebuano Professional
Timeline
Hospital Guest Service Representative
New York Presbyterian Queens Hospital
08.2023 - 08.2024
Hotel Reservations Agent
Eden Roc Miami Beach
02.2022 - 06.2023
Front Desk Receptionist
Circa 39
12.2021 - 08.2022
Night Auditor/Supervisor
Serena Hotel
04.2021 - 11.2021
Front Desk Agent/Supervisor
Lennox Hotel
06.2020 - 04.2021
Front Desk Associate
Best Western Plus Atlantic Beach Resort
04.2018 - 11.2019
Bachelor of Science - Tourism, Hotel And Restaurant Management
Leyte Normal University