Edlyn Shaine Wooten

EDLYN SHAINE SANSING-WOOTEN 741 Woodruff Rd Unit 2734 Greenville SC, 29607 -- Skills/Certifications Summary Professional experienced worker in fast pace environments, demanding strong organizational, technical, and interpersonal skills. Trustworthy, ethical, committed, to superior service. Confident and poised in interactions with individuals in all levels. Detail oriented, resourceful in completing projects, able to multitask effectively. Capabilities include: - Customer and service sales relation - Word processing and typing - Events organizing - Public relation management - Problem solving - Business management - Work independently, efficiently, and effectively - Administrative jobs - Supervising employees - Microsoft Word, Excel, PowerPoint, and Outlook Education College San Agustin Bacolod, Philippines Degree / Date of Graduation – Bachelor of Science in Tourism Management/ March 2012 Associate degree for practical nursing/ March 2007 Graduated with honors with a GPA of 3.3 Employment History Omni Oceanfront Resort Hilton Head Island (February 6, 2018 – December 2018) Trains, cross –trains, and retrains all front office personnel. Participates in the selection of front office personnel. Schedules the front office staff. Supervises workload during shifts. Evaluates the job performance of each front office employee. Maintains working relationships and communicates with all departments. Maintains master key control. Verifies that accurate room status information is maintained and properly communicated. Resolves guest problems quickly, efficiently, and courteously. Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel. Reviews and completes credit limit report. Works within the allocated budget for the front office. Receives information from the previous shift manger and passes on pertinent details to the oncoming manager. Checks cashiers in and out and verifies banks and deposits at the end of each shift. Enforces all cash-handling, check-cashing, and credit policies. Conducts regularly scheduled meetings of front office personnel. Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times. Upholds the hotel's commitment to hospitality. Prepare performance reports related to front office. Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily. Ie flash report, allowance etc. Monitor high balance guest and take appropriate action. Ensure implementation of all hotel policies and house rules. Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes. Prepare revenue and occupancy forecasting. Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner. Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees. Monitor all V.I.P 's special guests and requests. Maintain required pars of all front office and stationary supplies. Review daily front office work and activity reports generated by Night Audit. Review Front office log book and Guest feedback forms on a daily basis. Maintain an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs. Perform other duties as requested by management. Sonesta Resort Hilton Head- (March 9, 2016 –February 2018) Front desk Supervisor/ Night Supervisor Holiday Inn Express Hilton Head Island – (June 2016 – February, 2017) Front Desk Supervisor • Ensure outstanding customer care at all times. Maintains a friendly, cheerful and courteous demeanor at all times. • Courteously and accurately answer inquiries from potential guests and accepts hotel reservations. • Responds to telephone and in-person inquiries regarding reservations, hotel, information, and guests concerns. • Use suggestive selling techniques to sell room nights, increase occupancy and revenue. • Supervise daily shift process ensuring all team members adhere to standard operating procedures. • Train; direct the work of, resolve issues/problems in quick efficient manner to maintain high level of customer satisfaction and quality service, • Adhere to company credit limit/ floor limit policies. • Allocate rooms to expected arrivals after checking the guest preferences and special requests. • Build strong relationships and liaise with all other departments especially housekeeping and reservations. • Operates the phone equipment, including, assisting incoming and outgoing calls, setting wake up calls, enabling DND (do not disturb) and paging for in-house guests. • Cross check all billing instructions are correctly updated. • Controls cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy. • Supervise the operations of the front desk to ensure an optimal level service and hospitality is provided to the guests. • Performs other duties as assigned, requested or deemed necessary by management. • Ensure front office log book and hotel log book is always updated and actioned upon. • Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD. • Participate in hotel committees and task force assignments. • Assist all departments in servicing the guests during high volume periods. • Takes responsibility in the absence of the duty manager/Front office manager. • Being a role model, share expertise and continually inspire the front desk team. Convergys Bacolod (September 2011 – February 2016) Senior Team Leader • Effectively manage call center agents. • Provide instructive, collaborative, and motivational coaching sessions that foster open communication. • Identify business trends and opportunities underlying cause of issues, and provide well developed suggestions for improvements. • Ensures to consistently exceed goals and complete tasks in a timely manner. • Prioritize tasks based on urgency and scope of impact. Multi task effectively. • Create strong sense of job satisfaction and keep agents motivated by recognizing, communicating and rewarding performance excellence. • Effectively and professionally communicate with subordinates, peers, and senior levels of management. • Maintains confidentiality and address personnel issues sensitively, appropriately and in accordance to HR procedures. Dynamancer Events (January 2011 – June 2011) Administrative/Marketing assistant • Assembles consumer rating reports by compiling, consolidating, formatting, and summarizing information, graphs, and presentations. • Publishes pricing schedules by verifying freight rates, charge, and allowances. • Supports presentation by assembling quotations, proposals, videos, slideshows, demonstrations and compiling competitor analysis. • Maintains marketing library by checking and replenishing inventory. • Updates job knowledge by participating in educational opportunities. • Accomplishes marketing and organization mission by completing related results as needed. YM Travel Services (June 2010 – December 2010) Customer service sales agent • Plan and sell transportations, accommodations, and other travel services. • Cooperate with clients to determine their needs and advise appropriate destination, modes of transportation travel dates, costs and accommodations. • Book transportation, make hotel reservation and collects payments. • Deal with occurring travel problems, complains or refunds. • Meet profit and sales targets. Awards and Acknowledgements •Sports Coordinator’ College of accountancy and business education Convegrys •Leadership training Team Lead for the seminar on international contemporary Theater Organizer’. • Tourism moving forward Treasurer’ Travel Society of College San Agustin – Bacolod •Member’ Kanlaon Scholarship Theater group Masskara street dance committee’ Bacolod City of the World Basic Life Support Training inside the campus. •Team captain’ Women’s Volleyball varsity team of College San Agustin – Bacolod •Employee of the month’ Sonesta resort August 2016