Jennesey Mistica

JENNESEY MISTICA Personal info Phone: -  Professional Summary A highly dependable leader and team-player with over 10 years of expertise in the world of hospitality. I have a great passion for delivering excellent customer service as I engage with my guests. I dedicate my knowledge and skills to progressing further in the field of customer service and guest experience management. Email:-Address: 2045 Santos Subdivision, Gen. T. De Leon, Valenzuela, 1442 (PH)  Employment history Senior Duty Manager, Sofitel Philippine Plaza Manila. Pasay Sep. 2016 – Jun. 2020 Assists the Front Office Manager in overseeing the front desk operations, as well as other hotel activities which relate to the efficient operation of the property Resolves major guest concerns and ensures the provision of qualitative and justifiable service recovery whenever necessary Languages Spanish Champions the real-time feedback portal of the property and immediately addresses all concerns lodged through it by in-house guests Ensures that all emergency procedures are rehearsed, implemented and enforced to assure security and safety of guests and employees Coordinates with the Finance department regarding credit procedures and working closely in monitoring guests with high balance accounts English Duty Manager, Holiday Inn Manila Galleria. Pasig Aug. 2012 – Aug. 2016 Filipino Ensures the achievement of the stretch targets in line with the Winning Metrics for Front Office, namely: Problem Resolution, Heartbeat and Loyalty Recognition Handles major guest complaints lodged thru the IHG WebGuru portal Monitors postmaster accounts to ensure pending charges are timely settled Skills Tracks the up-selling performance of Front Office team and encourages the staffs to promote upsell in order to meet the monthly and yearly revenue targets Ensures that Front Office operations are executed in accordance to the current IHG brand standards Micros PMS Duty Manager, Best Western Oxford Suites. Makati Feb. 2011 – May. 2012 Front Desk operations Oversees the entire Front Office operations to ensure team’s compliance to standards Reviews Front Office policies and procedures periodically and makes necessary revisions in accordance to trends and demands Customer Service Handles major guest complaints to ensure resolutions lead to repeat business Handles Front Office staff performance evaluation Handles the manager’s and petty cash funds and ensures replenishment as needed Business Writing Front Office Supervisor, Aldar Hotels and Hospitality (YAS hotel). Abu Dhabi Jul. 2009 – Apr. 2010 People Management Facilitates and coordinates the activities of the different shifts and sections of the desk for smooth and efficient flow in all transactions Ensures that the reception team is updated of the hotel’s products, on-going promotions and services Conducts performance appraisal of front desk representatives Driving Handles guest queries and complaints in a timely and efficient manner Strategizes rooms assignments, making sure that availability of rooms is taken into consideration at all times, as well as requirements for big groups, guest requests, loyalty status and preferences Opera PMS Front Office Supervisor, Best Western Oxford Suites. Makati Sep. 2007 – Dec. 2008 Microsoft Office Monitors the performance of the Front Office Agents Acts as Officer-In-Charge in the absence of the Front Office Manager / Duty Manager Ensures all deposits are followed through to minimize unsettled guest accounts Handles guests’ special requests, queries and complaints quickly and decisively Develops procedures that will enhance efficiency of Front Office operations Front Office Agent, Best Western Oxford Suites. Makati Feb. 2005 – Aug. 2007 Handles room and banquet reservations Handles wake up call requests Greets, registers, and assigns rooms to arriving guests Operates the hotels private branch exchange system Contacts housekeeping or maintenance staff when guests report concerns  Education University of the Philippines, Quezon City Bachelor of Science, Hotel, Restaurant and Institutions Management, Oct. 2004 Our Lady of Lourdes College, Valenzuela High School Diploma, Mar. 1999  Trainings and Seminars Attended Heartist 2.0 Leaders Session 26 - 27 September 2019 Sofitel Philippine Plaza Manila Accorhotels Leadership Development 11-12 April 2019 Joy-Nostalg Hotel Value-Based Leadership June 22-23, 2017 Sofitel Philippine Plaza Manila Leading Others: Great Teams October 2015-May 2016 Holiday Inn Manila Galleria Basics of Supervisory Skills 29 – 30 September 2009 The Yas Hotel Training for Results 22 – 23 July 2009 Al Raha office, Abu Dhabi