Open to opportunities

Marcel Pangilinan

@marcelpangilinan

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Experienced guest relations and virtual assistant specializing in customer service.

Philippines

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What I'm looking for

I seek customer-focused roles in hospitality or remote support where I can use my reservation, guest-relations, and team leadership experience to improve guest satisfaction and operational efficiency.

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

Current

Virtual Assistant

Current

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.

Customer Support Zendesk Google Workspace Scheduling Email Support Phone Support E Commerce Operations

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.

Reserving Guest Relations Upselling Phone Support Email Support Booking.Com Expedia CRM

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.

Airbnb Booking.Com Cloudbeds Property Management PMS

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.

Concierge Services Reserving Complaint Resolution Coordination Guest Service

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.

Check Out Cashiering VIP Service Revenue Generation Guest Relations

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.

Team Leadership Night Audit Staff Supervision

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.

Registration Front Desk Operations Coordination Housekeeping Liaison