Mia Cuenco

Oversees, directs and leads all aspects of the Sales and Marketing activities of Holiday Inn Auckland Airport.

Responsible for driving new business outcomes across all market segments and farming existing top producing accounts with a total revenue focus Rooms and Conference & Events. Manage the onsite sales strategy and activities to achieve/exceed budgeted targets for Holiday Inn Auckland Airport. The key deliverable is to drive RGI performance and deliver strong financial returns.

Managed to ultimately improve the hotels performance during tough months in terms of market demand and changes on top segments comparing to pre-covid.

Managed to sign up new business and retain high performing accounts which provided surpassing 3 months forecast with higher RGI.

2 Main Team Member under my department both received end of year Best Employee Awards (True Listening and True Responsiveness)

Achieved #1 Ranking in Guests Overall Experience across 27 Hilton Properties in Australasia in the first month of Operation.

Assisted Hilton Corporate in-charge of Pre-Opening hotels in improving the Opening Pathway which will be utilized by all New Opening Hotels.

Responsible for the entire Front Office Team including Front Desk, Concierge and Careline. Ensure highest level of hospitality is provided by each team to guests and holds ultimate responsibility for guest satisfaction and loyalty, quality assurance and team engagements.

Responsible for driving New Corporate Business and Managing Current Accounts from a Total Account Perspective (Room Nights and Conferencing). Responsible for Generating Revenue by Leading and Managing Sales Activities inline with Annual Business Plan and Strategic Sales Revenue Plan.

Responsible for gathering and acknowledging clients/guests feedback.

Utilizing pertinent information and up to date ideas to cope with the changing market condition.

Achievements:

Employee of the Year 2020

Overall True Hospitality Award - 15 October 2020

Employee of the Quarter (4) 2019

Problem Solver - December 2019

Employee of the Quarter (1) True Listening - April 2019

Managed Manpower, Structured Cross-training and Succession Planning by guiding the team in their Personal Development Plan.

Designed and Updated Initial Training Plans and Customized Job Descriptions to effectively guide new hires.

Effectively coordinated with the Area Pre-Opening Human Resources Manager to ensure all vital information that are relevant be cascaded to the management and each team member. Managing the Purchase Orders and Control of the Operation Supplies and Equipment keeping in mind the Brand Standard Specifications and Managing of Cost.

Achievements:

Successful pre-opening, Achieved Guest Satisfaction Target & Maximizing Manpower Capabilities.

Successfully opened the first Upscale Boutique Hotel of Intercontinental Hotels Group in Singapore. Competently passed the following important matrix for the Intercontinental Hotels Group: Brand Audit & Heartbeat (Guest Overall Experience, Problem Handling & IHG Recognition). Champion IHG Recognition among all other Intercontinental Hotel Group Properties in Singapore, as of November 2016. Top 5 out of 308 Hotels, Trip Advisor Singapore, October 2016.

Maximum Responsibility for Daily Operations at the Front Office and performs Manager on Duty roles. Facilitate Daily Hotel Operations and Afternoon Meetings in the absence of the Hotel Manager. Participate in the preparation of Monthly and Annual Departmental Operating Budget and Financial Plans. Monitoring budget and managing cost and expenses with focus on rate strategy, building initiatives and inventory management. Leading and Meeting Upselling Targets to generate additional revenue for the hotel. Develop plans to increase Staff Productivity, Efficiency on Occupancy and ADR through consistent monitoring of history and forecast and upselling at the Frontdesk. Champion of the Department for Rostering and Payroll with a focus on Financial Planning, ensuring managing of cost and maximizing of revenue. Main contact for VIP guests for any request or queries. Responsible for resolving guest's complaints and requests in an efficient and timely manner with a goal of exceeding guest satisfaction. Assisted Reception, Call Centre, Concierge, Executive Club Lounge in Daily Operations. Provided support to all operation areas such as Housekeeping, Engineering, Food & Beverage, Conference & Banqueting as required, ensuring smooth operation throughout the hotel. Fully Conversant and Compliant with Health, Safety, Hygiene, Fire and Security Regulations and procedures of the Hotel.

Achievements: Revenue, Guests & Employee Satisfaction Increased:

Most Improved Department for 2013, vital in meeting the 10/10 Hotel Matrix. Brillant Basic 10/10 Achievement for 2013

Most Improved Employee Survey Scores for 2013 and first half of 2014

Generating new concept and upselling incentives yielding to achievement of Target for 2013 amounting to SGD 549,962. Part of the Area Talent Review in Singapore Cluster and Awarded as High Potential by the General Manager

Lead the Front Office Team in the absence of the Front Office Manager. Educate, train and ensure Compliance on Brand Standards and Service Behavior Governmental Regulation. Ensure all staff has tools, trainings and equipment to carry out job duties. Consistently monitor company Quality Measurements (Heartbeat & Brillant Basics) Control of Yield and Revenue Management and different Online Channels.

Achievements:

Generating new concepts for upselling and training the staff to implement in daily work. Creating new offers and special packages to increase Hotel Revenue and Guests Satisfaction.

Maximum Responsibility for Daily Operation of the Executive Club Lounge covering smooth Front Office, Food & Beverage, Housekeeping and Engineering Operations. Prepares Monthly Operating Budget and Financial Plans. Monitoring Budget and Managing Cost and Expenses with a focus on Rate Strategy, Building Initiatives and Inventory Management of the Executive Club Lounge.

Achievements:

Recognition for Offering an Excellent Guest Service

Better Trip Advisor Ratings and Good Customer Reviews on IHG Social Listening.

Lead the Executive Club Lounge Team in the absence of the Executive Club Lounge Manager.

Reports directly to the General Manager regarding Guest Experience Duties. Attends Daily Operation Meetings and ensures propr manning specially on peak periods. Serves a the "heart of the hotel', plays a critical role in leading a differentiated and consistent guest experience a the Holiday Inn by specifically focusing on providing guests with the best arrival and departure experiences. Driving the execution of the Stay Real service culture. Works closely and collaboratively with Department Managers/Team Leaders and the Brand Service. Ensure all concerns of guests are addressed ina timely and efficient manner.

Achievements:

Conducted Stay Real Training to staff in preparation for Holiday Inn Relaunch. Formulated and set to action, Front Office Project for increase in Guest Satisfaction and Hotel Revenue. Projects are Namely - Kiddie Fair Activities, Personalized Welcome and Check In Experience, Improving VIP Amenities, Product Knowledge, Contingency Procedures, Clark Historical Sites Tour and VIP Profiling.

Part of the Area Talent Review in the Philippines and awarded as High Potential by the Area General Manager.

Ensures staff and manager awareness of Human Resources Policies and Procedures. Assist Managers in developing work practices that are in line with Occupational Health and Safety (OH&S) Policies. Assist Line Managers in Recruitment, On-boarding and succession for Job Levels 3-6. Initiates programs which foster good work relations. Provides input for probation and formal performance appraisal discussions in line with company guidelines.

Duties include handling of guest check-in and check-out, Cashiering and Handling of Reservations. Acts as a concierge, handling guest complaints and queries.