Tricia Mercado

I am a hospitality professional with over 20 years of experience in luxury guest services, specializing in service recovery, complaint resolution, and escalation management. I have supported high-volume operations and led guest communication functions at City of Dreams Manila, St. Luke’s Medical Center BGC, and Edsa Shangri-La Manila.

My background includes close coordination with housekeeping, maintenance, and operations teams to ensure seamless guest stays—making me well-suited for short-term rental and property management environments. I am highly experienced in handling urgent guest concerns, delivering timely resolutions, and maintaining high service standards in fast-paced settings.

Now transitioning into a remote role, I bring strong written and verbal communication skills across email, phone, and chat, along with experience using CRM and guest management systems. I am dependable, detail-oriented, and committed to continuous learning.

I am passionate about creating smooth, stress-free guest journeys and contributing to teams that value empathy, responsiveness, and operational excellence.