TERESITA MARANA DALMACIO
Singapore
Summary
Service-oriented hospitality professional with track record of ensuring guest satisfaction and maintaining high standards. Known for strong focus on teamwork and achieving results, adaptable to changing needs. Expertise in managing guest requests and resolving issues with positive attitude.
Overview
23
23
years of professional experience
Work History
Concierge to Senior Facility Coordinator
Sodexo Singapore Pte. Ltd.
08.2022 - Current
- Maintained physical condition of facilities, applying available resources and personnel to achieve safe, clean, and functional environment.
- Served as point of contact for internal and external customers seeking support and information.
- Efficiently managed work order system prioritizing tasks according to urgency while maintaining open communication lines with relevant stakeholders about project progressions.
- Assisted manager in project implementation, materials procurement, contract preparation, and scheduling.
- Maintained accurate inventory records for office equipment, furniture, and supplies while overseeing their procurement as needed.
- Ensured a safe working environment by conducting regular safety audits and addressing potential hazards promptly.
- Conducted regular facility inspections to identify repair needs or improvements.
- Directed vendors, facilities staff, and clients as required to create efficient and non-disruptive work environment.
- Built relationships with clients and vendors to support timely and cost-effective services.
Hotel Duty Manager
Holiday Inn Express Serangoon
10.2018 - 05.2022
- Reduced guest complaints by ensuring strict adherence to hotel policies and procedures.
- Responsibility for scheduling of assigned core teams to ensure proper coverage and staff utilization for the delivery of customer service to our guests
- Adopt an enthusiastic, assertive and passionate approach to Customer Service, and demonstrates the Company values at every opportunity
- Handled emergency situations calmly and professionally, prioritizing guest safety at all times.
- To ensure that company and site standards of Health & Safety are maintained at all times, from checking supplies and systems, to identifying potential future hazards
- Liaise with different departments for smooth and coordinated work.
- Addressed employee concerns proactively through open communication channels, fostering a positive work environment within the hotel team.
- To monitor quality standards and procedures including: watching talks and communicating regularly with guests
Senior Guest Relations Executive
The Scarlet
05.2018 - 10.2018
- Responsible for leading and assisting with hotel front office functions, primarily interacting with guests and facilitating hotel check-in and check-out procedures
- Support and guide of the team to ensure we comply with all standards and operating procedures
- Attend to guests courteously and deal promptly with their requests and queries
- Overseeing VIP guests arrivals and departures
- Allocate rooms to all arriving guests after checking the guest preferences and to collect guest feedbacks to do any possible first hand service recovery steps.
Guest Service Executive
Rendezvous Hotel Singapore
07.2016 - 02.2018
- Responsible for leading and assisting with hotel front office functions, primarily interacting with guests and facilitating hotel check-in and check-out procedures
- Worked at Club Rendezvous for six months for an opportunity to learn how to handle priority guest with more personalized service
- Support and guide Guest Relations Team (Guest Service Agent and Concierge) to ensure we comply with all standards and operating procedures
Guest Service Agent
Holiday Inn Express Singapore Clarke Quay
04.2014 - 05.2016
- Main Responsibility to guest check in and out while providing guidance and training to subordinates
- Handling guests complaints and concerns in an efficient and timely manner
- Possesses a working knowledge of the reservations department
- Coordinates room status updates with the housekeeping department
- Administrative duties: Taking calls and provide information and transfer calls.
- Perform basic bookkeeping and filing
- In charge of maintaining required pars of front office and stationery supplies
- Acting as a hotel porter :Assists guests with luggage to the front desk.
- Ensure safe storage that guest has verified that all luggage has been accounted for.
- Acting as a concierge: Basic knowledge providing guests with information about attractions, facilities, services and activities in or outside the property
- Acting as a bar attendant: Take food and beverage orders from customers.
- Prepare and serve food and drinks to customers
Guest Relations Assistant II /Airline Specialist
Swissotel The Stamford, Singapore
04.2010 - 04.2014
- Assisted guests with check-in and check-out processes, ensuring a smooth experience.
- Improved guest satisfaction by promptly addressing inquiries and concerns.
- Supported front desk operations for seamless service delivery.
- Maintained guest records to ensure quick and efficient access to information.
- Maintaining excellent customer relationship management and communication with hotel guests' and cultivating customer relationships based on understanding guests' needs
- Monitor room occupancy and manage routine operations like administering hotel policies fairly and consistently, and completing all related documentation in accordance with the hotel's standard operating procedures.
- Coordinated with housekeeping to ensure rooms were ready for guest arrivals.
- Collaborated with team members to ensure high standards of guest service.
Warehouse Assistant
Carina Apparel Inc. LIIP, Philippines
02.2005 - 10.2007
- Coordinate / perform designated management activities, including inventory control; placing orders with vendors; receiving incoming orders; stocking, rotating, packing, storage and maintaining inventory
- Managed daily appointment schedules to enhance office efficiency.
- Handled incoming calls and emails to provide timely responses.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Maintained a safe work environment by adhering to safety protocols and regularly inspecting warehouse equipment.
- Assisted with stock takes and cycle counts to promote accurate inventory processes.
- Maintained clean workspace consistently; keeping aisles clear from obstructions promoting workplace safety.
Production Operator
Philippine Iris Co. Inc.
04.2003 - 10.2004
- Improving Consumption of Product/ Materials in order to meet the required material efficiency standard
- Perform minor corrective maintenance on machines when necessary
- Check condition of machines and report to Technical Services pertaining to corrective and preventive maintenance
- Ensures that the materials and supplies are identified and used according to set specifications and standards
- Performs other tasks assigned from time to time
Service Crew
Jollibee, Lianas, Philippines
03.2002 - 10.2002
- Enhanced customer satisfaction by providing efficient and friendly service.
- Collaborated with team members to meet high standards of service during peak hours.
- Prepared food items accurately and quickly, adhering to strict food safety guidelines.
- Kept customers and crew areas organized.
- Maintained a clean and organized work environment for improved customer experiences.
Education
Bachelor of Science - Entrepreneurial Management
Polytechnic University of The Philippines
Philippines01.2003
Secondary School -
Sta. Cecilia Catholic School
Philippines01.1999
Primary School -
Sta. Cecilia Catholic School
Philippines01.1995
Skills
- Advanced Microsoft Word Skills
- Advanced Excel Skills
- PowerPoint Proficiency
- Guest relations
Nric
S8285066Z
Personal Information
- Height: 5'1''
- Date of Birth: 03/28/82
- Gender: Female
- Nationality: Filipino
- Religion: Catholic
Training
- Craft Training Certificate, 03/05/15, InterContinental Singapore
- Provide Safety And Security For Guests, 06/01/13, Swissotel The Stamford, Singapore
- Work Safely, 10/01/12, Swissotel The Stamford, Singapore
- Suggestive Selling, 02/01/11, Swissotel The Stamford, Singapore
- Planning, Leading, Organizing and Controlling, 04/01/05, Laguna Technopark, Binan Laguna, Philippines
- Basic Supervisory Leadership, 03/01/04, Laguna Technopark, Binan Laguna, Philippines
- Supervisory Management, 08/01/00, Polytechnic University of the Philippines, Sto. Tomas Batangas, Laguna
- Striving Towards Excellence, 12/01/99, Polytechnic University of the Philippines, Sto. Tomas Batangas, Laguna
Timeline
Concierge to Senior Facility Coordinator
Sodexo Singapore Pte. Ltd.
08.2022 - Current
Hotel Duty Manager
Holiday Inn Express Serangoon
10.2018 - 05.2022
Senior Guest Relations Executive
The Scarlet
05.2018 - 10.2018
Guest Service Executive
Rendezvous Hotel Singapore
07.2016 - 02.2018
Guest Service Agent
Holiday Inn Express Singapore Clarke Quay
04.2014 - 05.2016
Guest Relations Assistant II /Airline Specialist
Swissotel The Stamford, Singapore
04.2010 - 04.2014
Warehouse Assistant
Carina Apparel Inc. LIIP, Philippines
02.2005 - 10.2007
Production Operator
Philippine Iris Co. Inc.
04.2003 - 10.2004
Service Crew
Jollibee, Lianas, Philippines
03.2002 - 10.2002
Bachelor of Science - Entrepreneurial Management
Polytechnic University of The Philippines
Secondary School -
Sta. Cecilia Catholic School
Primary School -
Sta. Cecilia Catholic School
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