Faith Tapat
Henderson,NV
Summary
Highly-motivated employee brings significant experience and desire to take on new challenges. Gifted at working with all types of guests with a warm and professional attitude. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
21
21
years of professional experience
Work History
Manager Front Office
Hilton Vacation Club Polo Towers Las Vegas
Las Vegas, NV
06.2024 - Current
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Assist with guest check-ins and check-outs.
- Complete the manager's daily tasks.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Performed administrative tasks, such as filing paperwork, completing daily logs, and preparing reports.
- Ensuring all arrivals for the day are secured to clean rooms.
- Certified OJT - Assisted with training new team members.
- Assisted with answering guest reviews on third-party bookings
- Handle guest complaints and ensure guest satisfaction through guest recovery.
- Coordinated room assignments, taking into account guest preferences and special requests.
- Coordinated with housekeeping and maintenance departments to ensure rooms are ready for guests.
- Provide support and assistance with team member's questions and conerns.
Assistant Front Office Manager
Hilton Vacation Club Polo Towers Las Vegas
Las Vegas, NV
11.2023 - Current
- Responded promptly to customer inquiries via telephone or email.
- Complete manager's daily reports tasks
- Handle and resolve guest complaints
- Supervise and monitored front desk staff work performance, ensuring adherence to company policies.
- Assist staff with check-ins and check-outs
- Count and verify staff's money drop
- Coordinate with housekeeping with assisting guest's with room requests.
- Coordinate room assignments for priority guests/VIP.
- Investigate guests complaints and take corrective action when necessary.
Front Office Manager
Napili Sunset
Lahaina, HI
07.2011 - 12.2023
- Responsible for managing the daily operations of the front office, including greeting guests, answering phone calls and emails.
- Resolved customer complaints promptly and efficiently while maintaining a professional demeanor at all times.
- Performed administrative tasks such as filing paperwork, preparing reports or updating databases when needed.
- Organized and conducted new hire interviews, process new hires and employee performance reviews.
- Guided new hires through orientation and onboarding and explained documentation requirements to facilitate HR process.
- Maintained accurate records of employee time cards and attendance.
- Processed payroll for all employees accurately.
- Set up employee work schedules.
- Complete online and phone reservations.
- Assist with guest check-ins and check-outs
- Responsible for ordering office supplies and maintaining inventory.
- Provided excellent customer service by addressing guest inquiries promptly and professionally.
- Managed reservations by answering calls, responding to emails and booking accommodations.
- Performed cashier duties such as taking payments, balancing accounts, handling refunds and resolving any discrepancies that arose.
- Assisted with training new staff members on front desk procedures and policies.
- Supervised a team of 5 front desk agents ensuring tasks were completed efficiently and effectively.
- Monitored occupancy rates for each day as well as weekly and monthly trends to ensure maximum revenue was achieved.
- Resolved guest complaints in a timely manner while maintaining a friendly attitude towards guests.
- Generated reports on occupancy levels, revenue figures and customer feedback.
- Responded promptly to emergency situations such as medical emergencies or fire alarms according to established procedures.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Oversaw cash and credit card payment transactions at the front desk.
- Responded to guest reviews on TripAdvisor, Booking.com and other websites typically within 48 hours.
- Balanced hotel accounts at end of each shift.
- Create quarterly newsletters for homeowners with up-to-date information regarding property and revenue.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
RCFE Administrator/Caregiver
Diamond RCFE
Murrieta, CA
12.2008 - 04.2011
- Maintained filing system for important documents such as contracts and invoices.
- Answered incoming calls and responded to customer inquiries.
- Planned and prepared healthy meals and snacks according to their diet.
- Assisted with activities of daily living such as bathing, dressing, grooming, toileting and eating.
- Ensured safety of clients in their home environment by using appropriate equipment and techniques.
- Organized recreational activities to promote physical and mental well-being of the elderly.
- Communicated effectively with family members on progress of client's health condition.
- Conducted light housekeeping duties including laundry, cleaning and meal preparation for clients.
- Administered medications according to physician instructions.
- Maintained accurate records of services provided for each client.
- Encouraged social interaction between clients and their families.
- Responded quickly in emergency situations in a calm manner.
- Provided emotional support during end-of-life transitions.
- Adhered to all applicable laws, regulations, policies, procedures and standards related to eldercare services.
- Laundered clothing and bedding to prevent infection.
- Made beds, swept floors and sanitized surfaces to support activities of daily living.
- Helped clients with personal needs from exercise to bathing and personal grooming.
Office Manager
Century 21
Lahaina, HI
01.2007 - 08.2008
- Managed daily office operations and ensured smooth running of the real estate office.
- Maintained updated records of inventory, supplies and equipment.
- Assisted in preparing financial reports such as balance sheets, income statements, expense reports.
- Created marketing materials including brochures, flyers and newsletters to promote properties for sale or rent.
- Performed data entry tasks into property management software programs; entered tenant information, payments received.
- Answered phone calls from clients; provided them with required information about properties on offer or rental agreements.
- Reviewed monthly invoices from suppliers and vendors for accuracy; processed payments in a timely manner.
- Organized and maintained documents, files and records.
- Established work procedures or schedules to organize daily work of administrative staff.
Contracts Administrator
Consolidated Resorts Inc
Lahaina, HI
05.2003 - 11.2006
- Reviewed and prepare accurate timeshare purchase agreements and legal documents for escrow.
- Run buyer's credit reports.
- Process down payments.
- Prepared and provided the covenants and bylaws accordingly
- Work closely with real estate agents to assist with preparing documents for new clients.
- Responsible for transmitting or mailing out legal documents to corporate office in a timely manner.
Education
Some College (No Degree) - Business Administration and Management
University of Hawaii Maui College
Kahului, HISkills
- Excellent hospitality skills
- Team Building and Supervision
- Hotel Reservation Systems
- Interviewing and Hiring
- Conflict and Issue Documentation
- Customer Service
- Administrative Support
- Time Management
- Multi-tasking
Timeline
Manager Front Office
Hilton Vacation Club Polo Towers Las Vegas
06.2024 - Current
Assistant Front Office Manager
Hilton Vacation Club Polo Towers Las Vegas
11.2023 - Current
Front Office Manager
Napili Sunset
07.2011 - 12.2023
RCFE Administrator/Caregiver
Diamond RCFE
12.2008 - 04.2011
Office Manager
Century 21
01.2007 - 08.2008
Contracts Administrator
Consolidated Resorts Inc
05.2003 - 11.2006
Some College (No Degree) - Business Administration and Management
University of Hawaii Maui College
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