Mary Gretchen Ecleo
Las Vegas
Summary
Developed exceptional customer service and multitasking abilities in high-energy hospitality environment. Thrives in fast-paced settings, excelling in managing guest interactions and coordinating logistics. Seeking to transition into new field, leveraging these skills to contribute to dynamic team.
Overview
5
5
years of professional experience
Work History
F&B Hostess/Service Crew Member
AVANI Riverside Bangkok Hotel
06.2016 - 06.2017
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Answered customer questions about hours, seating, and menu information.
- Proactively assisted servers during busy times, helping to expedite food delivery and maintain high levels of guest satisfaction throughout their meal.
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
Hotel Front Desk Agent
Amwaj Rotana Hotel
11.2013 - 07.2015
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Participated in regular staff meetings to share feedback from guests and suggest improvements for overall hotel operations.
- Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
- Completed late check-ins and directed guests to rooms and facilities.
- Collected room deposits, fees, and payments.
- Ensured smooth communication between departments by relaying important information about guest preferences or special requests in a timely manner.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Assisted guests with transportation arrangements, local recommendations, and other inquiries to enhance their stay experience.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Managed a high volume of incoming calls professionally while maintaining an exceptional level of customer service.
- Increased hotel revenue by effectively upselling room upgrades, amenities, and additional services.
- Developed and maintained positive relationships with guests for satisfaction.
- Collaborated with housekeeping and maintenance teams to maintain high standard of cleanliness in rooms and common areas.
Hotel Front Desk Agent
Souq Waqif Boutique Hotels
01.2012 - 05.2013
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Maintained strong relationships with guests, addressing concerns promptly and effectively to ensure repeat business.
- Participated in regular staff meetings to share feedback from guests and suggest improvements for overall hotel operations.
- Improved front desk efficiency by maintaining organized records of guest reservations, payments, and special requests.
- Completed late check-ins and directed guests to rooms and facilities.
- Collected room deposits, fees, and payments.
- Ensured smooth communication between departments by relaying important information about guest preferences or special requests in a timely manner.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Assisted guests with transportation arrangements, local recommendations, and other inquiries to enhance their stay experience.
- Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
- Managed a high volume of incoming calls professionally while maintaining an exceptional level of customer service.
- Increased hotel revenue by effectively upselling room upgrades, amenities, and additional services.
- Developed and maintained positive relationships with guests for satisfaction.
- Collaborated with housekeeping and maintenance teams to maintain high standard of cleanliness in rooms and common areas.
Education
Post-Graduate - Mass Communications And Media
University of Saint Joseph
Macao, China09-2018
Bachelor of Science - Tourism Management
University of San Carlos
Cebu City, Philippines03-2011
Skills
- hard-working, committed, driven and reliable
- Strong Decision-Making abilities
- Results-focused professional
- Sense of Ethics and Professionalism
- Team player
- Guest relations
- Guest complaint resolution
- Complaint handling
- Hospitality service expertise
- Guest engagement
- Exceptional communication
- Detail-oriented
- Phone etiquette
- Patience and empathy
- Customer service
- Interactive communication skills
- Greeting guests
- Payment processing
- Special requests handling
- Performance improvement
- Reservation coordination
- Strong interpersonal skills
- Positive and professional
PROFESSIONAL EXCELLENCE SUMMARY
- I have worked in various countries worldwide and have grown professionally and personally during my global working profile.
- Excellent motivational, interpersonal and negotiation skills, able to communicate effectively at all levels. Strong social development, increased leadership skills and abilities in customer relations, demonstrating a strong background in various sectors
PERSONAL DETAILS
- Nationality: Filipino
- Marital Status: Married
- Availability:1 month
Hobbies and Interests
Sports, Travelling, Self-development, Languages, Internet
Timeline
F&B Hostess/Service Crew Member
AVANI Riverside Bangkok Hotel
06.2016 - 06.2017
Hotel Front Desk Agent
Amwaj Rotana Hotel
11.2013 - 07.2015
Hotel Front Desk Agent
Souq Waqif Boutique Hotels
01.2012 - 05.2013
Post-Graduate - Mass Communications And Media
University of Saint Joseph
Bachelor of Science - Tourism Management
University of San Carlos
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