Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Rosalie Manalo

San Carlos,California

Summary

Passionate about contributing to a dynamic company that fosters professional development and embraces challenging opportunities. Excited to leverage skills and experience to drive impactful results and contribute to the overall success of the organization in a team-oriented environment. Eager to grow within a supportive and forward-thinking company culture as a professional operations manager with extensive experience overseeing night shifts and maintaining high standards of service. Skilled in coordinating tasks, managing staff, and optimizing performance to ensure seamless operations. Known for strong teamwork and adaptability in delivering reliable results in dynamic environments.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Overnight Manager

Rosewood Sand Hill
04.2023 - Current
  • Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
  • Collaborated with daytime management to ensure seamless transition between shifts, maintaining consistency in daily operations.
  • Maintain a professional and high-quality service oriented environment at all times
  • Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise
  • Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments
  • Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests.
  • Mitigated operational risks during overnight hours by developing contingency plans for emergency situations or unexpected occurrences.

Guest Services Lead

Grand Bay San Francisco (Pullman Hotel San Francisco Bay)
07.2021 - 02.2023
  • Managed challenging situations with professionalism and diplomacy, maintaining positive relationships with guests even during difficult circumstances.
  • Oversaw regulated greeting and internal processing of guests upon arrival.
  • Conducted regular training sessions for staff to keep up to date with customer service practices.
  • Developed and maintained strong partnerships with local attractions and tour operators to provide diverse activity options for guests during their stay.
  • Coordinated room upgrades or complimentary amenities when appropriate to exceed guest expectations without compromising revenue goals.

Night Auditor Supervisor

Country Inn & Suites
02.2021 - 07.2021
  • Promoted a positive work culture among overnight staff, leading by example in terms of professionalism, teamwork, and dedication to guest satisfaction.
  • Handled sensitive guest information securely, maintaining privacy and trust between the hotel and its clientele.
  • Assisted guests with check-in and check-out processes, ensuring a seamless experience during their stay at the hotel.
  • Managed front desk operations during overnight shifts, providing exceptional customer service to guests throughout their stay.
  • Identified opportunities for cost savings in night audit processes, maximizing profitability through efficient resource allocation.

Central Reservations Supervisor

Transway Hotels Group
03.2017 - 11.2019
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Worked closely with front desk to achieve full occupancy of property.
  • Maintained awareness of types of rooms available in different hotel locations.
  • Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
  • Coordinated with sales teams to maximize group bookings, increasing overall revenue generation potential.

Management Training in Food and Beverage

Sheraton College Park North Hotel
09.2015 - 09.2016
  • Assisted supervisors in setting clear goals, establishing priorities, and monitoring progress to ensure successful completion of tasks.
  • Built lasting relationships with clients through exceptional service delivery, fostering loyalty and repeat business opportunities.
  • Developed problem-solving abilities through hands-on experience with real-life business scenarios.
  • Handled day-to-day customer or client questions via telephone or email.
  • Established open and professional relationships with team members which facilitated communication, quickly resolving issues, and conflicts.

Housekeeper Trainee

Hilton Ocean Front Suites
03.2013 - 06.2013
  • Assisted in maintaining inventory levels for cleaning supplies, ensuring availability for daily use.
  • Maintained detailed records of completed tasks each day as part of accountability measures set forth by management.
  • Increased speed in room turnover by streamlining bed-making processes using learned techniques.
  • Participated in team meetings to share progress updates and receive valuable feedback from experienced colleagues, fostering continuous improvement throughout the training period.
  • Developed expertise in appropriate chemical usage for various surfaces, ensuring safe and effective cleaning solutions were employed at all times.

Education

Bachelor of Science - International Hospitality Management, Cruise Line Operations in Hotel Services

Lyceum of the Philippines University
03.2014

Skills

  • Engagement in professional development
  • Proficient team leadership
  • Proficient in customer engagement
  • Knowledgeable in hotel operations technology
  • Customer-focused demeanor

Certification

  • Chairman Youth Leader in Mayor’s Youth Leadership Council of the Philippines
  • Our Youth council is an entity composed of young people that serves as an advisory or advocacy body to government or donor agencies. Most often, our role is to identify priorities, craft policies that support these priorities, and contribute to the implementation of these policies through public services. Our role may also include public outreach and advocacy.

Timeline

Overnight Manager

Rosewood Sand Hill
04.2023 - Current

Guest Services Lead

Grand Bay San Francisco (Pullman Hotel San Francisco Bay)
07.2021 - 02.2023

Night Auditor Supervisor

Country Inn & Suites
02.2021 - 07.2021

Central Reservations Supervisor

Transway Hotels Group
03.2017 - 11.2019

Management Training in Food and Beverage

Sheraton College Park North Hotel
09.2015 - 09.2016

Housekeeper Trainee

Hilton Ocean Front Suites
03.2013 - 06.2013

Bachelor of Science - International Hospitality Management, Cruise Line Operations in Hotel Services

Lyceum of the Philippines University

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Rosalie Manalo