Rochelle Ann Bumagat
Lahaina,HI
Summary
Flexible and hardworking Guest Services professional with strong leadership, planning and problem-solving abilities. Optimizes processes and procedures to maximize customer satisfaction and improve resolution efficiency.
Overview
10
10
years of professional experience
Work History
Guest Relations Manager
The Ritz-Carlton, Kapalua
02.2023 - Current
- Supervised 32 front office ladies and getlemen.
- Consistently offered personalized recommendations for guest activities based on detailed conversations with clients upon arrival.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
- Oversaw regulated greeting and internal processing of guests upon arrival.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Managed day-to-day operations of lodging facility, scheduling staff and overseeing budgets.
- Monitored online reviews and feedback, identifying areas for improvement and implementing changes accordingly.
- Oversaw the coordination of special events held at the hotel, ensuring seamless execution and exceptional guest experiences.
- Conducted regular training sessions for Guest Relations team members, enhancing their communication skills and knowledge of hotel facilities.
- Maintained detailed records of guest preferences, enabling tailored service offerings upon future visits.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
Rooms Operation Manager
The Ritz-Carlton, Kapalua
02.2022 - 02.2023
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Onboarded new employees with training and new hire documentation.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Defined clear targets and objectives and communicated to other team members.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Managed and motivated employees to increase upsells by providing daily availability and goal.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Rooms Controller
The Ritz-Carlton, Kapalua
02.2016 - 02.2022
- Trained new staff members as a Learning Coach in customer service techniques and hotel operations.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Enhanced guest satisfaction by efficiently allocating rooms and managing reservation requests.
- Coordinated check-in and pre-registration procedures for arriving groups.
- Adhered to established service standards and guidelines, ensuring a consistent and positive guest experience across all interactions with the hotel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Streamlined room assignment processes for improved operational efficiency and guest experience.
- Coordinated with maintenance teams on necessary repairs or improvements, keeping rooms in optimal condition for guest comfort.
- Followed-up with guests to resolve requests or problems to complete satisfaction.
- Managed room inventory effectively to minimize overbooking situations.
Front Desk Agent
The Ritz-Carlton, Kapalua
12.2013 - 01.2016
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Developed and maintained positive relationships with guests for satisfaction.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
Education
High School Diploma -
Lahainaluna High School
Lahaina, HI06.2008
Skills
- Fluent in Ilocano and Tagalog
- Front Desk Management
- Complaint Handling
- Scheduling proficiency
Timeline
Guest Relations Manager
The Ritz-Carlton, Kapalua
02.2023 - Current
Rooms Operation Manager
The Ritz-Carlton, Kapalua
02.2022 - 02.2023
Rooms Controller
The Ritz-Carlton, Kapalua
02.2016 - 02.2022
Front Desk Agent
The Ritz-Carlton, Kapalua
12.2013 - 01.2016
High School Diploma -
Lahainaluna High School
Similar Profiles
Nathalia Cardenas-HaroNathalia Cardenas-Haro
Club Lounge Attendant at Ritz-Carlton KapaluaClub Lounge Attendant at Ritz-Carlton Kapalua
Steven FloresSteven Flores
Assistant Director of Engineering at JW Marriott, The Ritz Carlton & Ritz ResidencesAssistant Director of Engineering at JW Marriott, The Ritz Carlton & Ritz Residences
Andrew CambergAndrew Camberg
Server and Bartender at Ritz Carlton HotelServer and Bartender at Ritz Carlton Hotel
Kekuʻulani HaakeKekuʻulani Haake
School Counselor at Aloha House Inc. - Maui Youth & Family ServicesSchool Counselor at Aloha House Inc. - Maui Youth & Family Services
Domingo Julian JrDomingo Julian Jr
Bartender at Royal Lahaina ResortBartender at Royal Lahaina Resort