Leslie Ann Gutierrez

Leslie Ann D. Gutierrez  Block 4 Lot 29 Dancing Lady St., South Garden Homes, Salitran III, Dasmarińas City, Cavite 4114 Philippines - E-mail:-V ALUE P ROPOSITION Almost six (6) years of experience as an Executive Assistant to the Senior VP & Country Manager with extensive experience in travel, meeting planning, calendar management and Customer Service. Strong commitment to client satisfaction, excellent interpersonal skills, high attributes of initiative, passion, flexibility, leadership, work ethics and tenacity, keen on details with good sense of judgment and with high respect in maintaining confidential information. In the hotel industry, I worked almost seven (7) years both on the administrative side and operations side which had help me enhanced my skills. P ROFESSIONAL E XPERIENCE EXL Service Philippines, Inc. 2/2011 to 11/2016 Assistant Manager – Executive Assistant to Country Manager Responsible for performing variety of duties mainly for the Country Manager and company in general. Provides administrative assistance to other company officers as required or as requested including correspondences, information research, filing and taking telephone messages. Maintain the Country Manager’s calendar. Coordinate all travel arrangements; research and make flight, hotel and car rental reservations in accordance with company policies and to obtain most economical and efficient travel. Create travel itinerary and schedules in accordance with travel requests. Maintain company files, soft and hard copy alike. Performs other administrative or office duties as required or as assigned. Marriott Hotel Manila 2/2010 to 10/2010 Front Desk Supervisor Conducts daily pre-shift briefings to employees on room occupancy, arrival and departures, functions/event and special attention that are needed. Produces a weekly roster for the team. Handles guest issue in a courteous and efficient manner and reports guest complaints or problems to Duty Manager or Front Office Manager if no immediate solution can be found. Exemplify and instill upon the employee entrepreneurship/ownership and a sales attitude to maintain awareness of all sales opportunities within the hotel. Establishes a rapport with guests maintaining good customer relationship. Ensures all employees practice the utmost protection of guests’ privacy and confidentiality. Exercise initiative and resourcefulness in all aspects of group handling and to co-ordinate and co-operate with Sales, Rooms and F&B departments in all arrangements. Ensures the smooth and efficient operation of the Front Desk. Checks all arrivals and departures list. Works closely with Housekeeping and other related departments on daily operation. Submits all guest/employee incident reports. Ensures all guests Check-in and Check-out are being handled according to the Departmental Operations Manual requirements. Coordinates all repair and maintenance issues to ensure the proper maintenance. To ensure that all staff are constantly updated on accurate information about the hotel and all sister Resume of Leslie Ann D. Gutierrez Page 1 of 3 properties, their services/promotions and facilities in order to cross sell the hotels. Delegates appropriately, duties and responsibilities to equipped and resourced employees, nurturing and developing them whilst ensuring standards of operation and safety are maintained. From time to time, covers the position of the Duty Manager when the Duty Manager is not around or busy attending to other guests. Hyatt Hotel and Casino Manila 2/2006 to 2/2010 Guest Services Officer – Front Desk Reports complaints or problems to Team Leader/ Assistant Manager if no immediate solution can be found. Ensures that guests receive a speedy and efficient check in/out. Ensures that the cashiering procedures are strictly adhered to. That all floats are used appropriately in accordance to Policies and Procedures set by the Finance. Ensures that the guests’ bill are presented and collected accordingly. Ensures a sales attitude is adopted at all times and maintains an awareness of all sales opportunities within the hotel. Handles all arrival and departure records according to the Standards set in the Departmental Operations Manual. Ensures a high level of product knowledge of hotel and local area. Maintains and updates guest history and marketing database as laid down in Front office procedures. Ensures a high level of customer service is consistently maintained. Ensures a high level of liaison is maintained between Front Office and all other departments within the hotel. Ensures the Front Office Manager or Assistant Manager is kept fully aware of any relevant feedback from wither customers or other departments. To be knowledgeable and promotes /upsells Rooms, Outlets and other facilities/ programmes whenever opportunities arises. Promotes Gold Passport programme to potential guests whenever possible. To be knowledgeable with the various airline frequent flyer program. Complies with all Hotel policies relating to Front Office. Complies with all systems and procedures as laid down by the Front Office Manager. Assists reservations as necessary. Hyatt Hotel and Casino Manila 4/2004 to 2/2006 Acoounts Receivable Clerk and Secretary to The Director of Finance Processes all charges and credit to the City Ledger, in a timely manner. Thorough understanding of the SCALA System and knowledge of the Opera System and Micros System. Ensures the accuracy of all charges and credits posted to the individual accounts. Processes invoices/folios promptly to render interim and monthly statements and to follow up letters on a timely basis. Posts settlements timely and correctly. Records the returned checks on the City Ledger. Assists to monitor and maintain support of all advances, deposits to balance them to the general ledger at month end. Assists to answer clients’ queries relative to invoices promptly. Assists to liaise with the Credit Manager at all times regarding guest queries, credit card charge backs and open balances ad general credit terms. Maintains up to date alphabetical list of open accounts file for joint use by Accounts Receivable and Credit Manager. Performs administrative assistance to the Director of Finance. All AsiaLife Assurance Corp. 8/1998 to 10/2000 Group Administrative Assistant Handles Credit Group Life for Special Markets Group. Responsible for various transactions with corporate clienteles. Receives and underwrites insurance applications for Credit Group Life. Computes premium payments of borrowers. Prepares premium reports to be submitted to the Accounting Department. Encodes application of the borrowers to the system. Release certificates for new members. Checks the completeness of claim document requirements. Presents the documents to the Underwriting Department for evaluation. Resume of Leslie Ann D. Gutierrez Page 2 of 3 A CHIEVEMENTS ● ● ● ● HYSTAR 2006 Awardee – 3rd Runner Up Based on actual guest commendations at Hyatt Hotel and Casino Manila on January 2007 Topnotcher at Front Desk Upselling Hyatt Hotel and Casino Manila Handled Group Accounts with about millions of peso in room revenue at Marriott Hotel Manila Trained at the Executive Lounge at Hyatt Hotel and Casino Manila E DUCATION AND T RAINING ➢ Finished college, AB Economics at University of Santo Tomas - June 1994- March 1998 ➢ Front Desk Upselling – November 15, 2009 – Hyatt Hotel and Casino Manila ➢ Handling Guest Complaints – Hyatt Hotel and Casino Manila ➢ Opera PMS & Micros Training – Hyatt Hotel and Casino Manila ➢ Service Excellence I, II, III, IV – Hyatt Hotel and Casino Manila ➢ Basic Safety and Security Training – October 2005 – Far East Maritime Training Center ➢ Basic Agent’s Training and Seminar – August 1998 – All AsiaLife Assurance Corp. P ERSONAL I T Y, S K I L L S a n d A B I L I T I E S A mother to 2 children. I have proficient oral and written skills in English and Filipino, and have a basic knowledge of Japanese. I am computer literate—knowledgeable in Microsoft Office applications (Word, Excel, Outlook & PowerPoint), Hotel Management Systems-Opera version 4 and 5, Scala, Micros and RESPAK. I have overall training in all sections of the Front Office Department—Front Desk, Concierge, Business Center, Communication Center, Executive Lounge, Rooms Controlling-which includes both operational and administrative tasks for preparation of guests’ arrivals and departures, room blocking, check-in and check-out procedures, general cashiering and accounting, orientation on night audit, answering phones for inquiries and reservations, concierge duties, and up-selling to maximize revenue. I am a team player with remarkable interpersonal skills and can easily develop rapport with other people. I can take criticisms well and am motivated to learn from experience. I am flexible to adapt to new environments or various circumstances, able to work under pressure, and dedicated to achieve tasks and goals. Resume of Leslie Ann D. Gutierrez Page 3 of 3