ROMMEL D. CANCINO
Summary
To achieve department's goal of having a strong and unified front office team by imparting my knowledge and ideas and my years of experience in the field.
Professional with keen focus on team collaboration and achieving results. Skilled in managing front office operations, enhancing guest satisfaction, and optimizing administrative processes. Strong communication and problem-solving abilities, adaptable to changing needs and reliable in all situations. Prepared to make significant impact by leveraging organizational skills and customer-centric approach.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Assistant Manager (Acting AFOM)
The Outpost Hotel (By Far East Hospitality)
10 Artillery Ave, #03-01 Sentosa Island, 099951
06.2023 - Current
- Balanced daily transactions, accurately maintaining financial records for the front office department.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Implemented new procedures for handling guest complaints, resulting in increased customer satisfaction ratings.
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Organized team meetings to address challenges, review progress and set goals for continuous improvement.
- Oversaw group reservations, working closely with event planners and sales teams to accommodate special requests as needed.
- Spearheaded initiatives that improved overall communication between different departments within the hotel property.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Coached employees through day-to-day work and complex problems.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Respond on guest's reviews on different platforms.
Senior Assistant Manager
Village Hotel Sentosa (By Far East Hospitality)
08.2022 - 06.2023
- Company Overview: Transferred to this property for the reopening
- Within Far East Hospitality
- Lead and guide a team of staff to ensure smooth operations and in achieving service excellence
- Assistant to FOM duties
- Appointed as the Safe Management Officer
- Appointed as the Risk Management Team Leader (WSH)
- Conduct trainings/ staff coaching
- Ensures compliance with all Front Office policies, standards and procedures
- Make / Revise SOPs (Upon management request)
- Handle service recoveries, enquiries, needs and requirements effectively as well as track quality improvements by obtaining feedback and statistical data on guest services
- Fire Safety Site Controller
- Transferred to this property for the reopening
- Within Far East Hospitality
Senior Assistant Manager
The Clan Hotel (By Far East Hospitality)
01.2020 - 08.2022
- Company Overview: Transferred to this property as opening Team
- Within Far East Hospitality
- Transferred to this property as opening Team
Senior Assistant Manager
Village Hotel Changi (By Far East Hospitality)
06.2018 - 12.2019
- Led a team of junior assistants, ensuring efficient task completion and professional development.
- Oversaw daily operations, ensuring compliance with company policies and industry regulations while optimizing resources for maximum output.
- Mentored junior staff members to enhance their skills, promoting growth within the company.
- Cultivated a positive work environment by fostering teamwork, encouraging open communication, and celebrating individual achievements.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Duty Manager
Park Royal on Beach Road
04.2018 - 06.2018
- Company Overview: PPO is going to be redeveloped hence been transferred to this property
- Within PPHG
- PPO is going to be redeveloped hence been transferred to this property
- Within PPHG
Duty Manager
Pan Pacific Orchard Hotel
01.2013 - 03.2018
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Developed and maintained strong relationships with customers to increase GHA loyalty, trust and satisfaction.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
Practical Training in Hospitality Management, HR Operations and Leadership Training
Seattle Airport Marriott
05.2011 - 11.2012
- Company Overview: Practical Training in Hospitality Management, HR Operations and Leadership Training
- Practical Training in Hospitality Management, HR Operations and Leadership Training
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations..
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
Assistant Manager cum Line Trainer
Orchard Parade Hotel (By Far East Hospitality)
01.2006 - 05.2011
- Promoted to this position, Oct 2010 to May 2011
- Promoted to Guest Service Executive (Shift Leader) Oct 2007
- Joined as Front Office Assistant performing mostly guest relations such as welcoming and escorting VIP guests, addressing their concerns, and providing information about the property's amenities
- Coordinating with other departments, keeping records of staff schedules, and cash accounting for the front desk
- Cashiering
- Front office operations such as performing check-in and check-out.
Education
Practical Training - Hospitality Management, HR Operations and Leadership Training
Seattle Airport Marriott
Seattle, USA11-2012
Bachelor of Science - PHYSICAL THERAPY
VIRGEN MILAGROSA UNIVERSITY
04.1998
Skills
- Customer service
- Front desk operations
- Staff training and development
- Employee supervision
- Complaint handling
- Staff supervision
- Emergency response readiness
- Guest relations management
- Effective multitasking
- Administrative skills
- Exceptional communication
- Strong leadership
Certification
- Food Handling
- Workplace Safety and Health
- First Aid, Basic Cardiac Life Support & AED
- Class A Driving License
- Civil Service (Professional Level)
Current Job Tasks
- Lead and guide a team of staff to ensure smooth operations and in achieving service excellence.
- Assistant to FOM duties.
- Respond on guest's reviews on different platforms.
- Conduct trainings/ staff coaching.
- Ensures compliance with all Front Office policies, standards and procedures.
- Handle service recoveries, enquiries, needs and requirements effectively as well as track quality improvements by obtaining feedback and statistical data on guest services.
- Fire Safety Site Controller.
- Appointed as the Safe Management Officer.
Position Applied
Assistant Front Office Manager (Front Office Department)
Additional Information
SINGAPORE PERMANENT RESIDENT
NRIC: SXXX1554C
Timeline
Senior Assistant Manager (Acting AFOM)
The Outpost Hotel (By Far East Hospitality)
06.2023 - Current
Senior Assistant Manager
Village Hotel Sentosa (By Far East Hospitality)
08.2022 - 06.2023
Senior Assistant Manager
The Clan Hotel (By Far East Hospitality)
01.2020 - 08.2022
Senior Assistant Manager
Village Hotel Changi (By Far East Hospitality)
06.2018 - 12.2019
Duty Manager
Park Royal on Beach Road
04.2018 - 06.2018
Duty Manager
Pan Pacific Orchard Hotel
01.2013 - 03.2018
Practical Training in Hospitality Management, HR Operations and Leadership Training
Seattle Airport Marriott
05.2011 - 11.2012
Assistant Manager cum Line Trainer
Orchard Parade Hotel (By Far East Hospitality)
01.2006 - 05.2011
Practical Training - Hospitality Management, HR Operations and Leadership Training
Seattle Airport Marriott
Bachelor of Science - PHYSICAL THERAPY
VIRGEN MILAGROSA UNIVERSITY