Mary Claire Guerrero
Garden Grove,CA
Summary
Diligent with solid background in managing reservation systems and ensuring customer satisfaction. Successfully supervised team to optimize booking processes and resolve customer issues efficiently. Demonstrated excellent communication and problem-solving skills to enhance team performance and guest experiences.
Overview
28
28
years of professional experience
Work History
Reservation Supervisor
STONEBRIDGE PROPERTIES
01.2023 - Current
- Effectively operate the property management system to manage direct and group reservations, including changes and cancellations, in alignment with company policies."
- Ensure all reservations from Online Travel Agents- Expedia, Booking.com as well as Get Away Today, and Walt Disney Travel—are accurately reflected in the system to support a seamless guest experience and prevent check-in discrepancies.
- Accurately process and post all forms of payment—including cash, credit cards, checks, advance deposits, and authorizations—while ensuring reservation payments and guest requests are properly verified and fulfilled."
- Oversee and maintain the OTA extranet email inbox to ensure timely, professional, and comprehensive responses to guest inquiries and reviews.
- Facilitate timely and effective communication between the Front Office, Food & Beverage, Housekeeping, and Maintenance teams by promptly sharing accurate, up-to-date group arrival details
- Assist the Reservations team by managing overflow calls, addressing guest concerns, and resolving escalated booking issues.
- Demonstrate leadership in guest hospitality by delivering exceptional customer service and fostering a welcoming environment for both guests and team members.
- Additional responsibilities include: Manage daily cash and check deposits with accuracy and timeliness, ensuring secure financial handling. Process accounts payable invoices efficiently using Ottimate, maintaining up-to-date vendor records and payment schedules.
Guest Services Agent
STONEBRIDGE PROPERTIES
01.2022 - 01.2023
- Handle check-ins and checkouts in a friendly, efficient and courteous manner.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Handled cash, credit & debit card transactions accurately, balancing daily reports at the end of each shift.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Collaborated with housekeeping staff to ensure rooms were prepared and available on time.
- Enhanced guest satisfaction by addressing concerns and providing prompt resolutions.
Self Check Out Host /SCO Host/Cashier
WALMART GARDEN GROVE
01.2017 - 01.2022
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Addressed customer needs and made product recommendations to increase sales.
Broker Sales Supervisor
EMPIRE EAST PROPERTIES, INC
01.2004 - 01.2008
- Oversaw document verification processes to ensure compliance with company standards and regulatory requirements.
- Utilized working knowledge to assess and approve new account applications, supporting accurate onboarding.
- Investigated and resolved account discrepancies, maintaining data integrity and client satisfaction.
- Compiled and analyzed monthly option sales reports to support financial forecasting and strategic planning.
Medical Representative
PHARMACARE PRODUCTS COMPANY
01.2000 - 01.2003
- Promoted medicines to a diverse customer base including physicians & hospitals. Achieved assigned revenue for the district revenue forecast.
CREDIT & COLLECTIONS ASSISTANT
Palmera Homes, Inc. Philippines
01.2000 - 01.2003
- Assisted in the supervision of a variety of activities involved in the settlement of client's accounts.
BANK TELLER
Pilipinas Bank . Philippines
01.1998 - 01.1999
- Conducted financial transactions between clients and the bank. Handled routine client inquiries and problems and maintained favorable customer and employee relations.
Education
Certificate - Medical Billing & Coding, Health Science
SADDLEBACK COMMUNITY COLLEGE
Mission Viejo, CA01.2023
Bachelor of Arts - Economics
UNIVERSITY OF STO.TOMAS
Manila, Philippines01.1997
Skills
- Effective time management
- Problem-solving
- Analytical decision making
- Service excellence
- Reservation software proficiency (ONQ, PEP, RAPID)
- Experience with E & I
- Accounts Payable's software proficiency (M3, and Ottimate software)
Timeline
Reservation Supervisor
STONEBRIDGE PROPERTIES
01.2023 - Current
Guest Services Agent
STONEBRIDGE PROPERTIES
01.2022 - 01.2023
Self Check Out Host /SCO Host/Cashier
WALMART GARDEN GROVE
01.2017 - 01.2022
Broker Sales Supervisor
EMPIRE EAST PROPERTIES, INC
01.2004 - 01.2008
Medical Representative
PHARMACARE PRODUCTS COMPANY
01.2000 - 01.2003
CREDIT & COLLECTIONS ASSISTANT
Palmera Homes, Inc. Philippines
01.2000 - 01.2003
BANK TELLER
Pilipinas Bank . Philippines
01.1998 - 01.1999
Certificate - Medical Billing & Coding, Health Science
SADDLEBACK COMMUNITY COLLEGE
Bachelor of Arts - Economics
UNIVERSITY OF STO.TOMAS
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