GENEVIV BONTAGEN
Austin,TX
Summary
Customer-focused hospitality professional dedicated to building long-term loyalty with unparalleled service. Swiftly handles assignments and promptly resolves issues. Well-versed in reservation, accounting, housekeeping, food and beverage services and hotel management systems. Highly organized, detail-oriented and thrives in fast-paced, intense environment.
Overview
5
5
years of professional experience
Work History
Sales and Events Coordinator
Fairmont Austin
Austin , TX
11.2023 - Current
- Assist the sales team in lead generation, client communications, and the development of sales materials.
- Collaborate with the sales team to schedule appointments and meetings with prospective clients.
- Maintain accurate records of sales activities, customer interactions, and deal progress.
- Compiled data from various sources to create meaningful, engaging stories for our team.
Fairmont Gold Attendant
Fairmont Austin
Austin , TX
04.2023 - Current
- Maintained dining and food service areas to maximize safety and cleanliness.
- Welcomed and thanked guests to demonstrate appreciation for every guests.
- Replenished stocking stations with utensils, condiments and napkins.
- Provided exceptional service that reflected Fairmont standards and core values.
- Demonstrated proficient knowledge of Fairmont Gold services to guests and VIP's.
- Oversaw inventory in buffet and reported replacement needs to kitchen management.
- Effectively multitasked within fast-paced environment.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Worked in close collaboration with team members to ensure customers received high-quality service by assisting the front desk.
- Filled and served various beverages as per guests requests at the honor bar.
- Maintained clean and orderly appearance throughout kitchen and dining area.
- Made friendly conversation with guests to provide enjoyable Fairmont Gold experience.
Sales Coordinator and UT Concierge
The Otis, AC Hotel and Moxy
Austin , TX
08.2023 - 11.2024
- Input customer data into system, updating information regularly and assigning opportunities and new leads to sales managers.
- Collaborated with all UT Departments in creating reservations and rate inquiries.
- Sending invoices due, receiving payments, posting and applying before closing accounts.
- Designing and sending out monthly newsletters curated for University of Texas guests and admins.
- Organizing data's and invoices ready for monthly audit.
Concierge and At Your Service Representative
AC Hotel and The Otis, Autograph Collection
Austin , TX
03.2022 - 08.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Answered phones to respond to customer inquiries and transferred calls to appropriate staff members.
- Documented guest suggestions and complaints to facilitate process improvements with leadership.
- Arranged special accommodations and curated guests amenities and concierge services to enhance guests experiences.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Audited customer account information to identify issues and develop solutions.
Bartender & Cashier
Courtyard by Marriott Austin Airport
Austin , TX
01.2022 - 06.2022
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Mixed and served both alcoholic and non-alcoholic drinks for patrons by following standard recipes and procedures.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Prepared cocktails from bar recipes and served wine, draft and bottled beer.
Housekeeping Supervisor
Courtyard by Marriott and Residence Inn
Austin , TX
04.2021 - 02.2022
- Assessed daily workloads, scheduled and planned daily assignments and oversaw numerous projects.
- Prepared work schedules for associates to promote proper staffing levels.
- Collaborated with front desk to respond promptly to guest requests and promote positive experience.
- Communicated with maintenance team on damages to repair.
- Managed team of employees, daily progress reports and overall project planning.
- Explained goals and expectations required of trainees.
- Supervised and supported housekeeping personnel to maximize quality of service and performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Placed housekeeping staff on specific shifts and room blocks based on abilities and daily requirements.
Rooms Division Intern
Fairmont Austin
Austin , TX
09.2019 - 12.2020
- Rotational internship program included ( Front Office, Housekeeping and Royal Service PBX)
- Oversaw day-to-day operations of front desk, housekeeping and concierge services.
- Assisted with front desk operations during busy seasons including check-ins, check-outs, reservations and payments.
- Responded to and resolved guest issues or complaints.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Assisted housekeeping on day to day housekeeping operations.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
- Ran end-of-day computer functions and closed out reports, submitting details Front Office Managers for review.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Education
Bachelor of Science - Hospitality and Tourism Management
University of Baguio
Baguio City, Philippines05.2019
Skills
- Front Office
- Property Management System; OPERA,FOSSE,Lightspeed,Salesforce GXP,HOTSOS,Royal Service PBX
- Promoting Services and Amenities
- Reservation Processing
- Housekeeping
- Customer Service
- Email Marketing
- Travel Arrangement Coordination
- Food and Beverage Skills (Bartending and Hosting)
- Leadership
- Microsoft Office
Additional Information
- Content Writing
- Basic SEO
- Wordpress Skill
- Web Design
- Canva (Graphics and Logo)
Character References
Paul Remy
Guest Relations Leader (Former Director of Front Office at Fairmont Austin)
Miraval Resorts, Austin Texas
paul.remy@miravalresorts.com
407-234-0523
George Varela
Dual Front Office Manager
AC Hotel and The Otis Autograph Collection, Austin TX
george.varela@whitelodging.com
512-922-7935
Giselle Villarino
Former Dual Director of Guest Services
Courtyard by Marriott and Residence Inn, Austin TX
giselle.villarino@whitelodging.com
786-263-2010
Timeline
Sales and Events Coordinator
Fairmont Austin
11.2023 - Current
Sales Coordinator and UT Concierge
The Otis, AC Hotel and Moxy
08.2023 - 11.2024
Fairmont Gold Attendant
Fairmont Austin
04.2023 - Current
Concierge and At Your Service Representative
AC Hotel and The Otis, Autograph Collection
03.2022 - 08.2023
Bartender & Cashier
Courtyard by Marriott Austin Airport
01.2022 - 06.2022
Housekeeping Supervisor
Courtyard by Marriott and Residence Inn
04.2021 - 02.2022
Rooms Division Intern
Fairmont Austin
09.2019 - 12.2020
Bachelor of Science - Hospitality and Tourism Management
University of Baguio
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