Ricardo Martin Leido

I am a customer service and hospitality professional with over ten years of experience across hotel reservations, casino services, travel management, and contact center operations. I hold a Bachelor of Science in Hotel and Restaurant Management from Lyceum of the Philippines University, which gave me a strong foundation in service excellence, guest relations, and operational standards. Throughout my career, I have consistently demonstrated dedication to delivering high-quality service while adapting to fast-paced and high-pressure environments.

My professional journey began in hotel reservations and travel services, where I handled booking management, ticketing, and guest inquiries. I later expanded my experience in the casino and resort industry, working with well-known organizations such as Star Cruises, Melco Resorts Philippines (City of Dreams Manila), and Lavie Resort and Casino Manila. In these roles, I assisted casino members and hotel guests with reservations, special requests, and escalations, ensuring that each guest received professional and courteous service. I also worked as a Subject Matter Expert, supporting team members by sharing product knowledge and best practices.

Beyond frontline service, I gained valuable experience in workforce planning and team coordination. As a Workforce Analyst Apprentice, I assisted in managing agent schedules, vacation leaves, and staff capacity planning. This role strengthened my organizational skills and helped me understand the importance of balancing employee productivity with customer satisfaction. I also handled account management and reservations sales, which allowed me to develop strong communication skills and confidence in handling both individual clients and corporate partners.

In addition to my corporate and hospitality background, I worked as a Barista at More Coffee Inc – Nitro 7 Coffee, where I prepared and served a variety of hot and cold beverages with consistency and quality. This experience reinforced my attention to detail, time management, and ability to maintain service standards in a busy retail environment. I also explored digital and remote work through roles such as Axie Dispatcher and BD Dispatcher, which enhanced my adaptability and ability to work with different systems and platforms.

Personally, I consider myself a motivated and disciplined individual who finds genuine satisfaction in helping others. I am a team player who values cooperation, respect, and continuous learning. I am comfortable using conversational English and am always willing to be trained to improve my skills and performance. Outside of work, I enjoy playing mobile games, binge-watching anime series, and reading manga, which help me relax and stay creatively inspired.

At this stage of my career, I am seeking opportunities in hospitality, customer support, or service-oriented roles where I can contribute my experience, grow professionally, and continue providing excellent service. My goal is to work in an organization that values dedication, teamwork, and quality customer care, where I can make a positive impact through my skills and work ethic.