Palma John
Front Desk Executive
Summary
Dynamic and adaptable professional with a proven track record at V hotel Lavender, excelling in guest relations and complaint resolution. Skilled in Malay, Bahasa Indonesia, and Tagalog translation, enhancing customer service experiences. Demonstrated ability to increase customer retention through exceptional service and effective problem-solving.
Overview
7
7
years of professional experience
4
4
Languages
Work History
Hotel Front Desk Agent
Beverly Elements Hotel
11.2024 - Current
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Enforced policies and procedures to increase efficiency.
- Developed and maintained positive relationships with guests for satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered phone within [Number] minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
Hotel Front Desk Agent
V Hotel Lavender
01.2023 - 11.2024
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Resolved service-related problems and documented actions in system.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Collaborated with housekeeping and maintenance teams to maintain high standard of cleanliness in rooms and common areas.
- Handled guest complaints with professionalism, resolving issues promptly to retain customer loyalty.
- Reduced wait times during peak hours by quickly processing transactions and providing timely assistance to guests.
- Completed late check-ins and directed guests to rooms and facilities.
- Kept accounts in balance and ran daily reports to verify totals.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Grocery Delivery Driver
RedMart
11.2021 - 09.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed customer inquiries and complaints in polite and professional manner.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Maintained strong relationships with clients through proactive communication and personalized service.
Sandwich Artist
Subway Fast Food Chain
02.2018 - 08.2018
- Greeted guests, promoted specials, and took orders.
- Resolved customer complaints professionally, maintaining positive relationships and promoting repeat business.
- Assisted in inventory management, ordering necessary supplies to prevent shortages and reduce waste.
- Demonstrated flexibility by covering shifts when needed, ensuring consistent staffing levels for optimal operation.
- Built rapport with regular customers by remembering their names and preferred orders, fostering a welcoming environment.
- Prioritized excellent communication skills to understand customer preferences accurately while minimizing errors in orders.
- Increased repeat customer visits by providing friendly and engaging service.
Education
No Degree - Design And Technology
Hong Kah Secondary School
Jurong 04.2001 -
Skills
Teamwork orientation
Complaint handling
Adaptability and flexibility
Complaint resolution
Guest relations
Reservation management
[Malay,Bahasa Indonesia,Tagalog] translation
Customer service
Problem-solving
Active listening
Product knowledge
Decision-making
Timeline
Hotel Front Desk Agent
Beverly Elements Hotel
11.2024 - Current
Hotel Front Desk Agent
V Hotel Lavender
01.2023 - 11.2024
Grocery Delivery Driver
RedMart
11.2021 - 09.2023
Sandwich Artist
Subway Fast Food Chain
02.2018 - 08.2018
No Degree - Design And Technology
Hong Kah Secondary School
04.2001 -
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