Charisse DIEGO
Auburn,WA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
Work History
Guest Relations Officer
Shangri-La's Mactan Resort And Spa, Cebu
Lapu Lapu City, Cebu, Philippines
12.2014 - 07.2019
- Assisted guests with check-in and check-out procedures and answered inquiries.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Managed VIP reservations by providing personalized services for high-value customers.
- Developed an effective system for tracking loyalty program points and rewards.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Guest Service Operator
Shangri-La's Mactan Resort And Spa, Cebu
Lapu Lapu City, Cebu, Philippines
06.2014 - 12.2014
- Answered incoming calls in a prompt, courteous, and professional manner.
- Communicated effectively with staff from various departments to ensure that guest needs were met efficiently and promptly.
- Greeted guests professionally and provided assistance with their inquiries.
- Alerted staff of emergency information and general announcements using PA system.
- Maintained an up-to-date knowledge of all hotel services, facilities, rates, packages, promotions, and events.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Education
Bachelor of Science - Tourism
Naval State University
Naval, Biliran, Philippines04-2014
Skills
- Timely Complaint Resolution
- Policy Adherence
- Customer Rapport
- Concierge Services
Timeline
Guest Relations Officer
Shangri-La's Mactan Resort And Spa, Cebu
12.2014 - 07.2019
Guest Service Operator
Shangri-La's Mactan Resort And Spa, Cebu
06.2014 - 12.2014
Bachelor of Science - Tourism
Naval State University
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