KATRINA CHARLEEN O. BARITUA
14 Anchorage St., Merville Park Parañaque Metro Manila
Contact Number: -
E-Mail Address:-WORK EXPERIENCE
August 2013 –
March 2017
MACQUARIE OFFSHORE SERVICES
The Enterprise Center Tower I, Makati City
Group Assistant / Senior Associate
Work for several departments and answers to more than one supervisor and perform
several secretarial tasks such as make appointments, book flights and make travel
arrangements, handle traditional and online correspondence.
Manage inventory of assets and supplies, monitoring critical level of stocks,
anticipating needed supplies; placing and expediting orders for supplies; verifying
receipt of supplies and submitting invoices.
Create and modify documents, make PowerPoint presentations if necessary, copy, print
materials.
Attend meetings and be in charge of the agenda and meeting minutes.
Ensure maintenance at working place.
Assist administrative managers and team members during national and international
events or conferences.
Greet visitors and determine whether they should be given access to specific
individuals.
Coordinate between departments and operating units in resolving day-to-day
administrative and operational problems
Schedule and coordinate meetings, interviews, events and other similar activities
Prepare business correspondence (often using word processing, spreadsheet, and
presentation computer software).
Order and receive food deliveries for team’s special events.
Ensure operation of equipment by completing preventive maintenance requirements,
calling for repairs, maintaining equipment inventories.
Provide information by answering questions and requests.
Maintain professional and technical knowledge by attending educational workshops,
reviewing professional publications, establishing personal networks, participating in
professional societies.
Contribute to team effort by accomplishing related results as needed.
Perform multifaceted general office support.
Process invoices for phones, procurements, credit cards, among others.
July 2012 –
August 2013
MACQUARIE OFFSHORE SERVICES / ASIA PEOPLEWORKS
The Enterprise Center Tower I, Makati City
Guest Relations Associate
Monitor and ensure that the reception area is kept tidy and projects a business-like image.
Provide office support services in order to ensure efficiency and effectiveness within
the office.
Manage company trunk line; in receiving and transferring telephone calls, announcing
callers, taking brief messages and passing these on via the office communicator system
or connecting callers to staff members personal direct line voicemail.
Ensure all messages to main office number are taken and directed to staff members.
Review and update on a regular basis the staff contact and telephone extension lists and
update other staff accordingly.
Greet and welcome visitors and applicants to the office, ensuring they sign in the log
book and informing the relevant member of staff of their arrival.
Welcome corporate/expected visitors by offering refreshments; advise the appropriate
staff of their arrival.
Provide logistical support to meetings held in the Board Room, meeting rooms and
training rooms, to include preparation of meeting and conference rooms and assist in
arrangements for catering provisions.
Prepare outgoing packages; that costs are charged to the appropriate center.
Process invoices and drew up paperwork to ensure costs are allocated to the relevant
departments.
Process invoices for the team including validating and obtaining authorisation for payment.
Flight and accommodation booking for travelling executives on overseas trips, as well
as coordinating the application of visas for various countries as required.
Provide office supplies for staff and maintain adequate stocks; task includes ordering
new supplies, identifying new suppliers and obtaining the best price.
Assist with administrative overflow and special projects from other departments as needed.
Provide administrative tasks to directors as needed.
Train all new staff in the operation of the telephone system, as part of the New Staff
Induction process and take a pro-active approach to ensuring existing staff are properly
trained on making full use of the system.
Report any maintenance issues immediately to line manager, including all furniture,
fittings and equipment.
Other projects as required.
Aug 2009 –
July 2011
HOLLAND AMERICA LINES / UPL
Plaza Santiago Bldg, Sta. Clara St. Intramuros, Manila
Guest Relations Attendant
Perform preparation and processing of all administrative duties for Guests throughout
the voyage including embarkation /disembarkation duties activities, preparation and
completion of Guests billing and settlement of accounts. Maintain and update
manifests and reports properly.
Provide a central Guest reception and information service center to all Guests inquiries
onboard and throughout the designated itinerary.
Respond to guests’ needs and requests by notifying appropriate department of
requirements.
Take ownership of Guest challenges and onboard unresolved situation. Ensure that an
appropriate resolution is found.
Ensure that all administrative tasks are properly entered into and extracted from the
various filing and record keeping systems. Produce accurate, timely reports and
summaries.
Complete all other miscellaneous duties as directed, including cabin service ordertaking, housekeeping requests and DVD rentals.
Perform cash transactions required by Guests including and not limited to cashing
travelers’ checks, selling stamps, making change, foreign exchange, gratuity
adjustments and settlement of accounts in a manner consistent with established policies
and procedures.
Strive to provide superior and exceptional service to the guests. Take ownership and
responsibility to resolving issues by listening, understanding and empathizing with the
guests.
Ensure that the daily log is maintained and updated in a timely manner.
Effectively anticipate and respond to onboard guest service needs. In a timely manner
resolve guest complaints with proper follow up (by phone or in person) to ensure their
requests and/or concerns have been addressed to their satisfaction and update
immediate superior/s.
Assist as directed to perform other miscellaneous duties as assigned by immediate
superior/s.
Answer high volume of calls and respond to guest requests, concerns and issues in a
timely and professional manner. Provide superior guest service by handling all
communications, verbal or written in accordance with the set standards.
Log and maintain accurate records of all guest calls, inquiries, concerns and requests
using systems provided and in accordance with set procedures.
Promptly bring up situations that require the attention of the Guest Relations
Supervisor and or Guest Relations Manager.
Maintain accurate work order files for easy reference as well as files on daily guest
calls made to ensure quality assurance according to agreed standards.
Promote various services and programs as appropriate to generate revenue.
Night Duty Guest Relations Attendant: responds to guest concerns and related ship
issues during the night in conjunction with the night.
Create a thorough report of night issues and distribute to ship’s management at the end
of night shift. Ensure complete handover with incoming daytime Guest Relations staff.
Process guest credit card information and obtain authorization on a daily basis. Ensure
all guests have a method of payment registered; follow-up declined credit cards per
policies. Ensure any mid-cruise disembarkation settlements are processed.
Handled VIP deck level. Assist VIP guests on dinner, spa and shore excursion
reservations onboard; suggest restaurants, shopping location and other places of
interest for the guest in the area; act as a guide in local tourist maps and geographical
area, takes care of guests essentials and belonging; pick up and/or deliver items; plan
special events and/or private parties.
Feb 2006 –
Aug 2009
INTERCONTINENTAL HOTELS GROUP
RCBC Plaza Tower II, Makati / IHG Bldg., Camp John Hay, Baguio
Administrative Assistant, General Reservations
Provide efficient reception services by assisting and dealing with queries from agents
and Team Managers, same or different department.
Ensure the effective coordination and implementation of supervisors' schedules every
month and arranging weekly meetings specified by the supervisors.
Provide general administrative support such as preparing correspondence, forms and
reports, arranging meetings, composing regular correspondence, processing
confidential reports and documents, filing electronic and hard copy, tracking deadlines,
and taking down minutes as needed.
Conduct research, assemble and analyze data to prepare reports and documents.
Ensure the office filing systems and records are properly maintained and updated in
accordance with an existing framework for easy retrieval.
Maintaining adequate stocks of office supplies as required and coordinates
maintenance of office equipment.
Perform any other duties as may be required, such as retrieving files/documents for
preparation of reports, preparing tables and charts for reports, organizing internal
events and center set-up for special incentives, events, etc.
Coordinate the flow of information internally and externally.
Feb 2005 –
Feb 2006
INTERCONTINENTAL HOTELS GROUP
RCBC Plaza Tower II, Makati
Training Coordinator
Assist Human Resources and Training Department with employee training programs
and social events, including: preparing manuals and supplies, updating and
coordinating calendars, room set-up, and center set-up for special incentives and
events.
Ensure the effective coordination and implementation of supervisors' schedules every
month and arranging weekly meetings specified by the supervisors.
Provide general administrative support such as preparing correspondence, forms and
reports, arranging meetings, composing regular correspondence, processing
confidential reports and documents, filing electronic and hard copy, tracking deadlines,
and taking down minutes as needed.
Assess Training needs for new and existing employees.
Organize, develop or source training programs to meet specific training needs.
Develop training aids such as manuals and handbooks.
Track and report on training outcomes.
Maintain employee training records.
Handle logistics for training activities including venues and equipment.
Manage and maintain in-house training facilities and equipment.
Apr 2004 –
Jan 2005
INTERCONTINENTAL HOTELS GROUP
RCBC Plaza Tower II, Makati
Priority Club Reward Account Manager
Inbound customer service for hotel reservations and other guest relations.
Answer calls professionally and respond to customer inquiries.
Handle and resolve customer complaints.
Provide customers with product and service information.
Process orders, forms and applications.
Identify and escalate priority issues.
Route calls to appropriate resource.
Follow up customer calls where necessary.
Apr 2003 –
May 2003
SYKES, INC.
San Miguel Properties Corporations, Ortigas
Practicum Trainee; Worked with the Macromedia Customer Service Account
Retrieve voice messages and recorded data in the computer.
Responsible for the team’s daily and monthly attendance.
In-charge of the team’s daily phone records/incidents.
EDUCATION
2000 – 2004
ST. SCHOLASTICA’S COLLEGE MANILA
Bachelor of Science Degree in Commerce Major in
Business Systems & Technology Management, March 2004
1996 – 2000
MAKATI HOPE CHRISTIAN SCHOOL
High School Diploma, March 2000
REFERENCES
Mark Walbaum
Division Director
Macquarie Offshore Services
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George Gaffney
Associate Director
Macquarie Offshore Services
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Jun Exala
Associate Director
Macquarie Offshore Services
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Katrina Yang-Adriano
Global Reservations Manager, PHPRO
InterContinental Hotels Group
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John Wilson
Associate Director
Macquarie Offshore Services
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Mike Echague
Training Specialist, PHLRO
InterContinental Hotels Group
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