Debbie Ann Cruz
@debbieanncruz
Skilled hospitality professional with expertise in guest services and management.
What I'm looking for
I'm a dedicated hospitality professional with extensive experience in guest services, reservations, and front desk operations. Currently, I serve as a Virtual Guest Service Officer at Shores Motels Group, where I manage guest inquiries and ensure high levels of satisfaction across multiple properties. My role involves overseeing reservations and coordinating with staff to prepare for guest arrivals and departures, all while maintaining accurate financial records.
Previously, I held positions as a Front Office Supervisor and Night Auditor at Solaire Resort, where I honed my skills in managing front desk operations, training staff, and resolving guest complaints. My background also includes experience in property management and virtual assistance, allowing me to handle operational tasks efficiently in a remote environment. I am eager to leverage my customer service and leadership skills to expand my career in a virtual setting.
Experience
Work history, roles, and key accomplishments
Virtual Guest Service Officer
Shores Motels Group
Nov 2024 - Present (8 months)
Managed guest inquiries, complaints, and special requests across five properties, ensuring high levels of guest satisfaction. Oversaw reservations and special requests, coordinating with onsite staff to ensure rooms were prepared for arrivals and departures. Maintained an accurate accounting ledger, ensuring all balances were settled and no pending payments remained.
Front Office Supervisor
Solaire Resort
Nov 2022 - Nov 2024 (2 years)
Welcomed and assisted guests with check-in/check-out, handling inquiries, complaints, and special requests professionally. Supervised front desk operations, staff, and trainings, ensuring guest satisfaction with prompt, personalized service. Managed room assignments, reservations, modifications, payments, invoices, and billing, maintaining accurate records and ensuring policy compliance.
Night Auditor
Solaire Resort
Jan 2019 - Oct 2022 (3 years 9 months)
Reconciled and verified daily financial transactions, preparing and distributing end-of-day reports. Balanced revenue from all hotel services, processing payments and correcting billing errors. Assisted with late check-ins and early check-outs, handling guest inquiries, requests, and complaints, and ensuring smooth communication between night and day shifts.
Front Desk Agent
Solaire Resort
Jul 2014 - Jan 2019 (4 years 6 months)
Processed check-ins, check-outs, and room keys efficiently, providing excellent service. Addressed inquiries, special requests, and complaints promptly, ensuring accurate guest details in the PMS. Upsold rooms and services to boost revenue, handling payments, invoices, and refunds, and ensuring accurate billing and resolving discrepancies.
Front Desk Officer
Vivere Hotel
Feb 2012 - May 2014 (2 years 3 months)
Processed check-ins, check-outs, and room keys efficiently, providing excellent service. Addressed inquiries, special requests, and complaints promptly, ensuring accurate guest details in the PMS. Upsold rooms and services to boost revenue, handling payments, invoices, and refunds, and ensuring accurate billing and resolving discrepancies.
Reservations, Account Executive and Sales & Banquet Coordinator
Hotel Kimberly, Inc.
Jul 2006 - Jan 2009 (2 years 6 months)
Managed room and banquet reservations efficiently, conducting sales calls to secure corporate accounts. Coordinated banquet events, ensuring smooth execution, and assisting clients in selecting event packages and services. Maintained accurate records of bookings and sales, working closely with the catering and operations team for event setup, upselling hotel services to maximize revenue, and ensur
Education
Degrees, certifications, and relevant coursework
University of Perpetual Help System - DALTA
Bachelor of Tourism, Tourism
Studied the fundamentals of tourism, including hospitality management, travel operations, and destination marketing. Gained knowledge in various aspects of the tourism industry, preparing for roles in hotels and related services.
Availability
Location
Authorized to work in
Job categories
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