Virtual Assistant | Guest Communications | Airbnb Communications
Bataan
I have over 10 years of experience in the hospitality industry, with a background in guest communications, reservations, front office operations, sales, and administrative support. Throughout my career, I’ve had the opportunity to work with different hotel and property management systems, handle guest inquiries and reservations, resolve customer concerns, and support daily operations. I also have experience in team supervision, staff training, pricing management, and coordinating with different teams and service providers. I’m highly organized, detail-oriented, and comfortable working in fast-paced environments. I’m also experienced with tools such as Cloudbeds, Hostaway, PriceLabs, Airbnb, Booking.com, Zoho CRM, Slack, Microsoft Office, and Google Suite. What I enjoy most is creating a smooth experience for both customers and the team behind the scenes. I’m excited about the opportunity to bring my experience, strong communication skills, and customer-focused approach to your team. Thank you for taking the time to get to know me!
Stay Oasi, full_time
Apr 2025 to Present
Monitor daily bookings and ensure assigned rooms are prepared prior to check-in Examine daily duties, assign tasks and check on progress with the on-site team Oversee check-in and check-out procedures, including reservations and financial transactions, cleaning schedule, and guest reports and reviews Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns Analyze guest feedback from online reviews and suggest ways to improve ratings Standard operating procedure development Data Entry Tech support for booking platforms/ Tech Admin Duties Pricing management support Online ordering, tracking, and coordination of goods/deliveries for on-site properties Calling providers such as utilities and internet service companies Creating videos of processes for staff training purposes
The Luxury Signature, full_time
Apr 2024 to Apr 2025
Respond to incoming sales opportunities received by email, phone, live chat and our integrated marketing channels such as Airbnb. Offer personalized villa or chalet recommendations based on guest preferences. Making reservations for customers based on their various requirements and budgetary allowances. Providing and proposing villa or chalet options for guests to choose based on their preferences. Meet or exceed sales targets and performance metrics Tools used: Slack, Pricelabs, Cloudbeds, Hostaway, Zoho CRM, Respondio, bookings247, Airbnb, Outlook, Roomboss, Cimalpes & TripAdvisor
Focused Training Solutions, part_time
May 2021 to Nov 2021
Manage executive's calendar, including scheduling meetings, appointments, and travel arrangements Maintain and update filing systems, databases, and contact lists Social Media Posting Handle confidential information with discretion and professionalism Rack daily expenses and prepare weekly, monthly or quarterly reports New member onboarding
Hop Inn Hotel (Makati & Ortigas), full_time
Oct 2018 to Apr 2024
Supervise front office staff to ensure efficient operations and exceptional guest service Train, coach, and mentor front desk agents and other team members Coordinate staff schedules to ensure adequate coverage and smooth workflow Oversee check-in and check-out procedures, ensuring accuracy and adherence to company standards Handle guest inquiries, concerns, and complaints in a professional and timely manner Assist with resolving escalated issues and conflicts as they arise Monitor room inventory and work with housekeeping to ensure rooms are cleaned and prepared for guests Implement and enforce hotel policies and procedures to maintain security and guest satisfaction Pre-Opening Team for Ortigas Branch (Year 2021)
Hop Inn Hotel (Makati), full_time
Jul 2017 to Nov 2018
Greet guests upon arrival with warmth and professionalism Handle guest check-ins and check-outs efficiently and accurately including phone calls and emails Process reservations, cancellations, and modifications in the hotel's reservation system Provide guests with information about hotel facilities, services, and local attractions Address guest inquiries, requests, and complaints promptly and courteously Ensure accurate billing and payment processing during check-out Coordinate with housekeeping and maintenance staff to fulfill guest requests Uphold hotel policies and procedures to ensure a smooth guest experience Stay updated on hotel promotions, events, and special offers to promote to guests Handle cash transactions and maintain a balanced cash drawer Assist with administrative tasks such as filing, faxing, and photocopying as needed. Pre-Opening Team for Makati branch (Year 2017)
InterContinental Hotels Group, full_time
Apr 2015 to Dec 2016
-Booking hotel reservations for North American Brands. -Assist customers in selecting appropriate accommodations based on their preferences and needs -Processing payments and sending confirmation details to customers. -Sorting out any issues that may arise with bookings or reservations. -Provide accurate and up-to-date information on available services, packages, and rates -Meet or exceed sales targets and performance metrics -Handles customer complaints, emails, inquiries, cancellations, reservations & payments