ROSELYN LLAMOSO-SANTOS
2451 Osmeña St.Res:-
Poblacion, Makati City, 1210Email-Philippines
Objective:
To ensure a career that will harness my skills and capabilities related to hospitality management and customer-related tasks
Strength:
Strong background in communication arts and interpersonal skills
Strong background in handling hotel reservations
Strong background in handling customer-related tasks
Extensively interact with people to promote strong relations.
Multi-task oriented and is capable of working under pressure
Affiliations:
Antioch Community, SPP
Bigkis SPP, Member
Related Skills:
Computer:
General: Microsoft Office (Word, Powerpoint, Outlook, Excel, Publisher, Movie Maker) Others: iWork (Pages, Numbers, Keynote)
Design: Auto-cad (basic)
Programming Language: CSLAB (basic)
Knowledgeable with Opera Express (Hotel Operation System)
Support Ticketing System: osTicket, Zendesk
Order Management System: CMS (Vova & Floryday), Shopify
Language:
Fluent in Tagalog and English.
Licensed Driver (Non-Professional)
Training/Seminar
My Passion Training (St Giles Hotel Makati)August 2011
A workshop that explains our brand promise of creating a totally fulfilling experience for all our guests at all times
Work Experience
Charmed AromaOctober 2020 – Present
Ontario, Canada
Superstar Customer Experience Team Member (Homebased)
respond promptly to all customer-related emails through a ticketing system - Zendesk
respond to shipping inquiries and answer order status questions
create order through Shopify and process replacement orders
solve customer problems and find the best possible solutions
maintain polite responses in stressful situations
provide knowledgeable answers to customer inquiries with the help of order management system through Shopify
provide good customer service to improve customers shopping experience
WWW.VOVA.COM / WWW. FLORYDAY.COM (e-commerce)May 2020 – October 2020
Central, Hong Kong
Email Support (Work From Home Setup)
respond promptly to all customer-related emails through a ticketing system called “osTicket”
respond to shipping inquiries and answer order status questions
process manual refunds according to refund policy
solve customer problems and find the best possible solutions
maintain polite responses in stressful situations
provide knowledgeable answers to customer inquiries with the help of order management system called “CMS”
provide good customer service to improve customers shopping experience
The Palace Day & Night Resto, Inc – Palace ManilaApril 2018 – March 2020
Makati City, Philippines
Reservations Officer (Marketing Department)
responsible for processing all table reservations from 5 different outlets (bars & clubs) via hotline and email
responsible in inputting all table bookings and reservations requests in an online system called "Sevenrooms"
handles customer-related concerns and complaints
responsible for responding to feedback and complaints sent via company's feedback email account
monitor daily table reservation status both on regular days and on special events
computes and prepares rates appropriate for specific club events
coordinates with the Marketing department regarding promotions, special events and other endorsements
ensures the smooth and efficient operations in the department through prompt, effective and proper reservations service to achieve maximum club revenue in order to meet or exceed the revenue target
coordinates with operations team during the night
St Giles Makati Hotel – St Giles HotelsJuly 2011 – Jan 2018
Makati City, Philippines
Reservations Associate (Sales & Marketing & Reservations Department)
responsible for processing Room Reservations thru fax, phone and email
cooperate with the group of sales managers and help in walk-in reservations
coordinate with front desk and housekeeping department to ensure response to all special guest requests at all times
monitor hotel rooms (availability, total deducted rooms, out of service, etc.)
handling customer concerns properly
officer-in-charge in the absence of the Reservations Manager
input rooming list/group blockings
ensure that all reservations are thoroughly reviewed prior to guest’s arrival
ensure that all outstanding balances are collected in accordance to credit policies and procedures of the Hotel
establish and maintain good relations with corporate accounts, travel agencies, airlines and other booking sources
Sutherland Global ServicesFebruary – May 2011
PCC Bldg., Bonifacio Global City
Taguig, Philippines
handling customer concerns properly thru phone call
handling of any customer complaints
multi-tasking
Educational Background
MAPUA INSTITUTE OF TECHNOLOGY-
Electronics and Communication Engineering
Intramuros, Manila
GEN. PIO del PILAR NATIONAL HIGH SCHOOL March 2008
F. Zobel St. cor. Morong St., Makati City
Secondary Education
MAKATI ELEMENTARY SCHOOLApril 2004
Gen. Luna St., Makati City
Primary Education
Personal Data:
Date of Birth:July 8, 1992
Height:5’1”
Civil Status:Married
Character Reference:
Abigail TolentinoReservations Officer
St Giles Hotel Makati-
Jerty LinquicoRepublic Biscuit Corporation-
Capt. Benhur CruzBarangay Captain
Poblacion, Makati City-
