CELESTE SEN
Tukwila,WA
Summary
Pursuing a career transition from the Airline industry to Hospitality, leveraging strong skills in years of corporate management experience. Was an airline Account Manager with Swissport USA and handled Above the Wing operations for Spirit Airlines in SeaTac for 2 years. Excels in cross-functional teamwork and client relationship management, enhancing operational efficiency and service reliability. Over 15 years of experience in corporate management. Fluent in English, Tagalog, and Cebuano, showcasing exceptional communication and project management skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Front Office Agent
The Westin Bellevue
01.2025 - Current
- Anticipate and respond to guests' needs in a friendly and positive manner, providing the highest level of service possible
- First point of contact for guests, and your interactions will set the tone for their stay
- Responsible for processing check-ins and check-outs, verifying billing information, creating reservations, and handling special requests from guests
- A thorough knowledge of the hotel property, local attractions, and the hours of operation for hotel outlets and services will be essential to assist guests effectively
- Collaborative with your team to meet guests' needs and contribute to the overall success of the hotel by supporting other departments when necessary
- Understand and follow the company’s guest service recovery program, ensuring that any issues are addressed promptly and effectively
- Handling cash and processing financial transactions, requiring adherence to company procedures to maintain accuracy and security
- Manage your workload efficiently by planning, organizing, and prioritizing your tasks to meet the required volume of work
- Following company policies, general work rules, and department procedures will be critical to your success in this position
- Understands and follows the company guest service recovery program
- Follows company procedures when handling cash and processing financial transactions
- Produces required volume of work by planning, organizing and prioritizing work duties
- Adheres to company general work rules, department procedures and company policies
Front Desk Supervisor
Element Seattle Seatac Airport
08.2024 - 01.2025
- Oversee the front desk team, ensuring they follow company policies and provide excellent customer service.
Assist with check-ins, check-outs, reservations, and concierge services during peak hours or as needed. - Train and mentor front desk staff, conducting performance reviews and giving constructive feedback.
Create and maintain staff schedules to ensure adequate coverage. - Handle guest complaints, concerns, and special requests professionally and efficiently.
Ensure a high level of guest satisfaction by providing personalized service and resolving issues quickly. - Oversee room assignments, and reservations to ensure accuracy.
- Manage front desk inventory, such as key cards and office supplies.
- Liaise with other departments (housekeeping, maintenance, reservations) to ensure a seamless guest experience.
- Communicate any important updates or issues to management.
- Ensure the front desk operates in compliance with safety regulations, data privacy laws, and company policies.
Implement any changes to company procedures and ensure staff adherence. - Resolve any operational or guest-related problems that arise and escalate issues to management if necessary.
- Maintain daily activity logs, handle shift reports, and track guest feedback to provide insights for improvements.
Account Manager - Spirit Airlines SEA
Swissport USA
07.2022 - 05.2024
- Manage ground operations for Spirit Airlines in Seattle-Tacoma International Airport, maintain operational efficiency, build relationships with governmental agencies, and train new employees.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
Duty Manager - Passenger Services
Swissport USA
09.2022 - 04.2023
- Lead, motivate and manage staff to deliver on the Service Level Agreements (SLA) with customers
- Resolve customer service issues in a timely manner with tact and diplomacy
- Responsible for proactively managing safety and security processes and procedures to comply with Swissport standards
- Review new airline and vendor contracts as needed and provide appropriate feedback
- Review key performance indicators (KPI’s) and convey necessary actions if needed
- Meet with customers on a regular basis to get feedback and monitor satisfaction levels
- Take ownership for creating a progressive open and feedback culture by managing the performance and development of employees
- Help ensure that each airline account managed by Swissport for Passenger Services (Above Wing) is in compliance with the Airlines policies and procedures and with TSA
- Deliver effective passenger services solutions, manage staff, resolve customer service issues, and ensure compliance with safety and security processes
- Mentored and supported junior staff members to apply best practices and follow procedures
- Supervised and coordinated team to provide guidance and support and maximize performance
Passenger Service Agent - Spirit Airlines SEA
Swissport USA
02.2022 - 06.2022
- Assist guests with travel needs, ensure cabin accommodations, and process guest luggage
- Assist guests with travel needs (e.g., answering inquiries, baggage, ticketing, checking-in passengers and boarding flights)
- Assist with mishandled guests as a result of oversold flights, delayed or cancelled flights, lost, delayed or damaged luggage
- Evaluate and prepare flights by arranging seat assignments, directing guests, making announcements using a PA system processing upgrades and standby requests
- Process and secure guest luggage. Enters and maintains delayed or damaged luggage claims using a data entry system
- At the direction of management, may be assigned to perform duties of varying capacities to ensure complete guest satisfaction
- Performs other duties as assigned
- Certified Ground Security Coordinator with assigned Airline
Personal Assistant
Private
02.2014 - 05.2019
- Created detailed reports, provided administrative support, and demonstrated proficiency in calendar management.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Displayed absolute discretion at handling confidential information.
- Aided executive in personal tasks such as scheduling appointments or running errands when needed.
- Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
- Coordinated events and functions with attention to detail ensuring successful execution.
- Accomplished project deadlines by assisting with task completion whenever required.
- Assisted in the preparation of presentations and reports, contributing to well-informed decision making.
Trainer Coordinator
Qualfon Philippines
01.2012 - 01.2013
- Train new hires on product specifics, create training modules, and conduct regular audits
- Facilitated team-building exercises to foster collaboration between department members
- Create Training Deck/Modules for new products
- Do regular audits to ensure that turn-around time and quality are met; Regular refresher training for tenured operators to ensure quality is maintained
Personal Assistant
Private
01.2008 - 01.2012
- Created detailed reports, provided administrative support, and demonstrated proficiency in calendar management.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Displayed absolute discretion at handling confidential information.
- Aided executive in personal tasks such as scheduling appointments or running errands when needed.
- Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
- Coordinated events and functions with attention to detail ensuring successful execution.
- Accomplished project deadlines by assisting with task completion whenever required.
- Assisted in the preparation of presentations and reports, contributing to well-informed decision making.
Executive Assistant to the Managing Director
QI Int. Ltd. (Hong Kong)
01.2004 - 01.2007
- Responsible for itinerary, booking travel arrangements, managing calendar, and handling personal finances
- Consolidate reports in preparation for board of directors meetings
- Liaised in the creation of several offshore Companies
- Handled personal finances for international offshore and onshore banking
- Aside from working as an EA, I was trained for Admin / HR in setting up a local publishing house in Kuala Lumpur, Malaysia (RYTHM House Publishing)
- Arranged book launches in Dubai, New York, Germany, Singapore and Malaysia as a huge part of the promotion for the book
- Conducted training based on modules from the book, Sphere of Silence. Subject was primarily self-help and personal development
- Personally acquired reviews for the Sphere of Silence book, from International Best-selling authors and personalities: Robin Sharma Kenneth Blanchard Steven Covey Lance Armstrong John Milton Fogg Assisted in acquiring book distribution deals in The Netherlands, Germany, Malaysia, Singapore, Hong Kong, Philippines, India and Indonesia
- Increased stakeholder satisfaction levels through timely follow-up on action items resulting from meetings or discussions with the Managing Director
- Created a welcoming environment for visitors by managing reception duties professionally while maintaining appropriate decorum
- Served as a trusted advisor to the Managing Director, offering valuable insights and recommendations based on extensive knowledge of company policies and procedures
Secretary
GoldQuest Int. Ltd. (a QI Int. Ltd. Subsidiary)
01.2003 - 01.2004
- Perform clerical duties such as filing, typing, copying, and scanning documents
- Manage incoming and outgoing correspondence, including emails, letters, and packages
- Maintain and manage calendars, scheduling meetings, appointments, and events
- Coordinate travel arrangements, including booking flights, accommodations, and transportation
- Answer and direct phone calls, take messages, and handle inquiries in a professional manner
- Act as a liaison between the office, clients, and external parties
- Prepare and format documents, reports, presentations, and spreadsheets
- Organize and maintain office files and records, ensuring they are kept up-to-date and easily accessible
- Prepare meeting agendas, take minutes, and distribute them to relevant parties
- Set up conference calls, video meetings, and presentations when required
- Maintain office supplies by checking stock and placing orders as necessary
- Ensure the office environment is organized, clean, and well-maintained
- Input, update, and retrieve information from databases and systems
- Maintain accurate records of financial transactions, invoices, or other data as needed
- Assist in planning and organizing office events, conferences, or meetings
- Coordinate with vendors and service providers to ensure successful event execution
- Provide direct administrative support to managers or executives as required
- Handle confidential and sensitive information with discretion
Education
Robert Kiyosaki Business School
09.2003
La Immaculada Concepcion School (High School)
01.2001
Skills
- Bilingual English, Tagalog (Filipino), Bisaya / Cebuano (Filipino dialect)
- Team player
- Team Training
- Project Management
- Client Relationship Management
- Account Management
- Customer Service
- Schedule Management
- Teamwork and Collaboration
- Account oversight
- Training and mentoring
- Staff Supervision
- Staff Training and Development
- VIP guest relations
- Exceptional communication
Certification
- Ground Security Coordinator - Spirit Airlines
- Complaints Resolution Official - Spirit Airlines
- Baggage Service Specialist - Spirit Airlines
- Operations Certified - Spirit Airlines
References
References available upon request
Timeline
Front Office Agent
The Westin Bellevue
01.2025 - Current
Front Desk Supervisor
Element Seattle Seatac Airport
08.2024 - 01.2025
Duty Manager - Passenger Services
Swissport USA
09.2022 - 04.2023
Account Manager - Spirit Airlines SEA
Swissport USA
07.2022 - 05.2024
Passenger Service Agent - Spirit Airlines SEA
Swissport USA
02.2022 - 06.2022
Personal Assistant
Private
02.2014 - 05.2019
Trainer Coordinator
Qualfon Philippines
01.2012 - 01.2013
Personal Assistant
Private
01.2008 - 01.2012
Executive Assistant to the Managing Director
QI Int. Ltd. (Hong Kong)
01.2004 - 01.2007
Secretary
GoldQuest Int. Ltd. (a QI Int. Ltd. Subsidiary)
01.2003 - 01.2004
La Immaculada Concepcion School (High School)
Robert Kiyosaki Business School
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