Mary Regine Rojo

Mary Regine B. Rojo Email:-Mobile no.:- Professional Summary Dynamic hospitality professional with a proven track record in customer service. Possessing exceptional communication and interpersonal skills, I am adept at creating positive guest experiences. I have demonstrated the ability to handle diverse responsibilities in fast-paced environments. WORK EXPERIENCE: GETAWAY VACATIONS Guest Reservation Agent (Remote) Short-term rental/ property management company December 01, 2023- present • • • • • • • • • • • • • • • Handling guest inquiries and reservations promptly and accurately. Managing online booking platforms and reservation systems. Interacting with guests via email, phone, or messaging to confirm reservations and address inquiries. Providing guests with essential information about the property, check-in procedures, and other relevant details. Regularly updating and monitoring the availability of rental units. Coordinating with property management to ensure accurate availability status. Providing information on rental rates, discounts, and promotions. Assisting guests with special requests or accommodations. Handling changes to reservations and cancellations according to company policies. Maintaining accurate records of reservations, guest details, and communication. Generating reports related to booking trends, occupancy rates, and revenue. Addressing and resolving guest concerns or issues related to reservations. Ensuring compliance with local regulations and company policies regarding reservations and guest interactions. Providing accurate and transparent information to guests regarding rules and regulations. using reservation and property management systems proficiently. EXTENTEAM Guest Reservation Specialist (remote) Short-term rental/ property management company July 6, 2021- November 27, 2023 • • • • • Receive and respond to guest inquiries, whether through phone calls, emails, or online platforms. Assist guests in selecting appropriate accommodations based on their preferences and needs. Confirm reservations and provide guests with booking details, including check-in/check-out procedures and relevant policies. Process reservations accurately in the system. Provide guests with accurate information on rates, promotions, and special packages. • • • • • • • Assist in implementing pricing strategies to optimize revenue. Deliver exceptional customer service to enhance the overall guest experience. Handle special requests, preferences, and accommodations professionally. Address and resolve any issues related to reservations, cancellations, or changes. Collaborate with other teams, such as guest services or housekeeping, to resolve guest concerns. Maintain accurate records of guest information, reservation details, and communication history. Generate reports on reservation trends, occupancy rates, and revenue. SOFITEL PHILIPPINE PLAZA HOTEL AND RESORTS Front Office Agent - Business Center Agent September 2018 – July 2021 • • • • • • • • • • • • • • typically handles various responsibilities related to guest services, administrative tasks, and business center operations. Providing information about the hotel's facilities, services, and local attractions. Handling guest inquiries, requests, and complaints in a professional and timely manner. Managing the check-in and check-out processes efficiently. Verifying guest information and ensuring accurate billing. Handling reservations, cancellations, and modifications. Maintaining an organized system for tracking room availability Managing the business center facilities and services. Assisting guests with business-related needs, such as printing, copying, and faxing. Handling administrative duties, including filing, data entry, and record-keeping. Coordinating with other departments to ensure the seamless flow of information. Balancing multiple tasks efficiently in a fast-paced environment. Prioritizing responsibilities to meet the needs of both the business center and front office. Addressing and resolving issues or challenges that may arise during guest interactions or business center operations. Front Office Agent July 2017 – September 2018 • • • • • • • • • • • • Checking in guests efficiently by verifying identification and reservation details. Providing information about the organization's services, facilities, and policies. Assisting guests with inquiries and offering guidance on local attractions and services. Managing the check-out process, ensuring accurate billing and settling of accounts. Handling reservations, cancellations, and modifications. Maintaining an organized system for tracking room or service availability. Serving as a central point of communication between guests and different departments within the organization. Managing phone calls, emails, and other forms of communication. Processing guest payments, including handling cash, and credit card transactions, and maintaining accurate financial records. Completing various administrative duties such as filing, data entry, and record-keeping. Balancing multiple tasks simultaneously, especially during peak times. Prioritizing responsibilities to ensure efficient front office operations. Guest Services Lobby Ambassador March 2017- June 2017 • Assisting guests with information about the hotel's facilities, services, and amenities. • offering guidance on local attractions, dining options, and entertainment. • Ensuring that special requests or preferences of guests are addressed promptly. • Addressing guest inquiries, concerns, or requests with professionalism. • Serving as a central point of communication between guests and various hotel departments. • Assisting with phone calls, messages, and other forms of communication. • Assisting with the coordination of special events or functions taking place in the lobby area. • Ensuring that guests attending events are provided with the necessary information • Addressing and resolving guest issues or complaints promptly and effectively. • Communicating with other departments to resolve guest concerns. • Offering additional services such as luggage assistance or arranging transportation for guests. • Providing information about on-site amenities and services. Guest Service Intern October 2016 – November-Hrs. • Learn and assist with front desk operations, including check-in, check-out, and reservation processes. • Handle guest requests and communicate effectively with other departments. • Practice effective communication skills both verbally and in writing. • Participate in internal meetings and training sessions to improve communication techniques. • Learn to handle multiple tasks simultaneously, such as answering phones, assisting guests, and managing inquiries. • Assist in maintaining accurate records of guest interactions and service requests. • Learn the importance of data confidentiality and privacy. Service Attendant Intern July 2016 – September 2016 • • • • • • • • • • Provide menus and offer recommendations if requested. Take orders accurately and efficiently, considering any special requests or dietary restrictions. Deliver food and beverages to tables promptly and accurately. Ensure that the presentation of dishes meets the restaurant's standards. Attend to guests' needs throughout their dining experience. Check in on tables to ensure satisfaction and address any concerns. Stay informed about the restaurant's menu, including daily specials. Answer questions about menu items and provide detailed descriptions. Handle unexpected situations calmly and professionally. Adapt to changes in the restaurant's volume or special events. EDUCATIONAL ATTAINMENT: UNIVERSIDAD DE MANILA Bachelor of Industrial Technology Major in Hotel and Restaurant Technology SY:- ESTEBAN ABADA HIGH SCHOOL SY:- SKILLS: • • • • • • • • • • • • Reservation Management: Customer Service Communication Front Desk Operations Multitasking Problem-Solving Technology Utilization Attention to Detail Upselling Team Collaboration Adaptability Time Management