Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.
Hi, I’m
Carlito Cinco
Singapore
Summary
Overview
20
years of professional experience
3
years of post-secondary education
Work History
Savills
Customer Service Manager
12.2023 - Current
Job overview
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Generated customer satisfaction surveys to analyze results into action plans.
- Followed through with client requests to resolve problems.
- Took ownership of customer issues and followed problems through to resolution.
- Kept accurate records to document customer service actions and discussions.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Created and reviewed invoices to confirm accuracy.
Valley Wing Shangri-la
Suite Butler
05.2018 - 11.2023
Job overview
- Providing butler service to the VIP such as Royalties, Dignitaries and Head of the state during their stay in a professional manner
- Coordinate with different department with guest in regards with room arrangements, food, dietary preferences
- Meet and greet the guest upon arrival serve cold or warm towel and refreshments
- Knowing the clients schedule, meetings in a day to day basis including the location, person they are going to meet with and ensure its full confidentiality
- Arrange last minute restaurant bookings and transportation
- Prearranged breakfast, prepares food and drinks and wakeup calls if necessary
- Communicate with housekeeping the cleaning schedule, inspects the room when done and follow up if there is any room defects
- Follow guidelines in regards to guest protocol and addresses
- Guest relations duty such as: celebrations decorations setup, arrange guest activity
- Personal concierge such as making different types of reservations, itineraries, luggage pickup, storage, transport arrangements etc
- Front office duties checked-in/check-out, cashiering and Billing adjustment
- Duty manager task
- Handling guest complaints, recovery and delighting guest
- F&B lounge service Executive duties: Order taking, barista, bartender, runner, Vip host/hostess
- Lobby ambassador duties: crowd control, facilitates smooth check-in and check out process, luggage assistance, offering refreshments to arrival guests end off and Bid farewell to departing guest.
- Enhanced guest experiences by providing personalized and attentive services as per their preferences.
- Coordinated travel arrangements for family members and guests, leading to hassle-free trips and enjoyable experiences.
- Inspected all cleaning and household tasks for alignment with quality standards.
- Maintained professional yet personable relationship with employer by observing social boundaries and standards of privacy and confidentiality.
- Facilitated smooth transitions during relocation periods by overseeing packing/unpacking processes as well as organizing and setting up new living spaces.
- Assisted with event planning and execution, ensuring successful gatherings that left lasting impressions on attendees.
- Handled confidential personal information with discretion and sensitivity, preserving trust between employer and employee.
- Oversaw maintenance projects within the residence by coordinating with contractors, keeping disruptions minimal while ensuring timely completion of work.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
ShangrilaHotelSingapore
Assistant Housekeeping Manager
05.2013 - 05.2018
Job overview
- Plan and direct housekeeping team members to carry out their duties
- Supervise housekeeping staff and conduct detail inspection of all rooms and service area
- Assist housekeeping managers in maintaining housekeeping budget
- Create reports for the higher management
- Ensure appropriate maintenance of all housekeeping equipment and tools
- Maintain inventory of tools and supplies used in housekeeping activities.
Shangri-la Hotel Singapore
Senior Housekeeping Supervisor
04.2008 - 05.2013
Job overview
- Creates a positive and highly motivated working environment to the team that promotes and develop teamwork
- Utilizes and develops communication tools and channels for dissemination of information and workflow in the section
- Ensures the facilities and products are well maintained as well as constantly instill ownership to maximize revenue of the company
- Ensures the highest level of safety and security all the time by facilitating effective training programs that deliver high degree of awareness amongst staff and colleagues
- Enhanced overall guest satisfaction by implementing efficient housekeeping procedures and maintaining high standards of cleanliness.
- Streamlined room cleaning processes for faster turnover times, resulting in increased guest satisfaction ratings.
- Resolved guest issues promptly by addressing concerns related to room cleanliness or maintenance needs professionally and courteously.
- Trained and mentored junior housekeeping staff, improving their skills and performance levels.
- Prioritized safety guidelines and maintained up-to-date knowledge of industry best practices to ensure a hazard-free work environment for staff.
- Oversaw daily room assignments for the entire housekeeping team to maximize efficiency while maintaining high-quality results.
- Collaborated with hotel management to improve the overall guest experience by addressing specific concerns related to operations.
- Implemented effective communication channels between housekeeping staff and other departments, resulting in improved cross-functional collaboration and problem-solving capabilities.
- Worked with front desk to respond promptly to all guest requests.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Adhered to safety protocols by enforcing proper equipment usage.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas..
- Evaluated employee performance and developed improvement plans.
- Trained and mentored new staff on cleaning and safety protocols.
Pan Pacific Hotel Manila Philippines
Butler
03.2004 - 04.2008
Job overview
- Responsible for the overall comfort of the VIP guests during their entire stay in the hotel ensuring that everything is in order prior to the guests' arrival including maid service, flower arrangements and technical facilities
- Reviewing the guest list to check special requirements
- Greeting guest and providing information on hotel facilities
- Offering refreshments
- Helping to unpack luggage and assist with any laundry request
- Being on call for the guest
- Liaising with other hotel departments ensure that guest requirements are met.
Education
San Sebastian College-Recoletos, Manila
01.2001 - 04.2004
University Overview
Skills
Excellent time management skills
Trainings And Seminars
Trainings And Seminars
- Guild of Butlers and House Managers by Master Wayne Fitzharris former (Buckingham palace in United Kingdom).
- Magnum Butlers Academy (7 Star Service for Luxury Butler) wby Ms. Josephine Ives Australia. Graduate Silver Pinholder.
- WSQ (ES-WPS-1PE-0 Personal Effectiveness-Operations. Singapore.
- WSQ (P1-CP-103E-1 Respond to fire Emergency in Buildings at Avanta Global Pte. Ltd. Singapore.
- Trainer Skill 1 and 2 Shangri-La Hotel Singapore
- Train the Trainor Program. PANPACIFIC Hotel Manila, Philippines.
- First Aid Training for Hotel Personnel/Basic Life Support Adult CPR training for Lay Rescuers by (Philippine National Red Cross) PanPacific Manila, Philippines
- Multiple Award and Recognition (Shangri-la. Hotel Singapore) - Gold Star Awards, Silver Star Awards, Good Citizen Awards.
- Completed Shangri-la Care Training 1-4.
- Occupational Safe Hazard Trainings, Fire Life Safety Trainings. ISO AUDIT Certifications and Trainings. HAACP, SFSMS (Shangri-la Food Safety and Management System Trainings update and refresh on a yearly Basis.
- Certificate of Appreciation (Business Traveller Awards 2008-2009) Commitment and Contribution Asia Pacific and United Kingdom.
- Graduate in Certificate in Housekeeping Operations (Zhuhai China)
Personal Information
Personal Information
- Age: 41
- Height: 5 ft 9 inches
- Weight: 75 kgs
- Date of Birth: 05/13/83
- Gender: Male
- Religion: Roman Catholic
References
References
Edmund NS Tie (Senior advisor BBM) EDMUNTIE and Company
Contact number :97862662
Email address: ens.tie@gmail.com
Marcus Loo (Chief Executive Officer) Savill Singapore Pte. Ltd
Contact number:+65 64153893
Email address: marcus.loo@savills.com.sg
Accomplishments
Accomplishments
Commended by Deputy Secretary to the H.R.H The Prince of Wales for excellent service during their official visit in Singapore.
Affiliations
Affiliations
Member of the Guild of Butlers and House Managers.
Timeline
Customer Service Manager
Savills
12.2023 - Current
Suite Butler
Valley Wing Shangri-la
05.2018 - 11.2023
Assistant Housekeeping Manager
ShangrilaHotelSingapore
05.2013 - 05.2018
Senior Housekeeping Supervisor
Shangri-la Hotel Singapore
04.2008 - 05.2013
Butler
Pan Pacific Hotel Manila Philippines
03.2004 - 04.2008
San Sebastian College-Recoletos, Manila
01.2001 - 04.2004
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