Marcel Pangilinan
@marcelpangilinan
Experienced guest relations and virtual assistant specializing in customer service.
What I'm looking for
I am an experienced guest relations professional and virtual assistant with over a decade supporting hospitality operations, contact centers, and remote customer service. I have handled reservations, guest inquiries, complaint resolution, upselling, and front-desk/night manager responsibilities in hotels and contact centers across the Philippines and internationally.
I bring demonstrated skills in booking management, Zendesk/email/phone/chat support, e-commerce operations assistance, and property/guest support using tools like Cloudbeds, Booking.com, Expedia, Opera, and multiple communication platforms. I am organized, service-oriented, and capable of supervising teams, coordinating maintenance, and improving guest satisfaction through prompt problem resolution.
Experience
Work history, roles, and key accomplishments
Virtual Assistant
Self Employed
Sep 2021 - Present (4 years 6 months)
Provide remote administrative and customer-support services including booking management, reservation handling, and issue resolution for clients, improving response accuracy and efficiency.
Reservation / Customer Service Agent
Rushmor
May 2023 - Jan 2026 (2 years 8 months)
Handled reservations, cancellations, and upsells while resolving booking issues and providing rate/amenity information to guests, enhancing customer satisfaction and booking accuracy.
Guest Support / Apartment Rentals
Bedspoke Pty Ltd
May 2022 - Nov 2022 (6 months)
Managed Airbnb/Booking.com listings, guest communication, and property readiness tasks, ensuring listing accuracy and resolving guest issues to maintain high occupancy and standards.
Contact Center Agent
City of Dreams Manila
Sep 2014 - Mar 2020 (5 years 6 months)
Answered guest calls for reservations and services, coordinated with departments to fulfill requests, and resolved complaints to restore guest satisfaction.
Guest Service Agent
Atlantis The Palm
Dec 2011 - Apr 2014 (2 years 4 months)
Performed front-desk operations including check-in/out, cashiering, VIP guest services and revenue-focused selling to maximize guest satisfaction and operational efficiency.
Front Office Night Manager
Crown Regency
Jan 2009 - Aug 2011 (2 years 7 months)
Led night-shift front-office operations, supervised staff to enforce service standards, and ensured operational continuity and guest satisfaction overnight.
Front Desk Officer
G Hotel Manila by Waterfront
Feb 2006 - Aug 2008 (2 years 6 months)
Managed guest registration, room assignments, and coordinated maintenance requests to ensure smooth guest arrivals and accurate room status reporting.
Education
Degrees, certifications, and relevant coursework
Bedspoke Pty Ltd Team
Guest Support / Apartment Rentals
2022 - 2022
Short-term engagement related to guest support and apartment rentals in Brisbane in 2022.
Angelicum College
Bachelor of Arts, Communication Arts
2016 - 2018
Studied Communication Arts at Angelicum College between 2016 and 2018.
Availability
Location
Authorized to work in
Job categories
Skills
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