SYBELLE T. GULMATICO
Sandringham,Auckland
Summary
Dedicated and hardworking professional with strong expertise in front office operations. Proven ability to manage administrative tasks, handle client interactions, and support office functions efficiently. Known for fostering team collaboration, adapting to changing needs, and consistently delivering results. Skilled in customer service, scheduling, and communication, with a strong focus on reliability and professionalism.
Overview
8
8
years of professional experience
Work History
Front Office Associate
The Quadrant Hotel and Suites
02.2023 - 02.2025
- Handled guest complaints professionally, resolving issues quickly to maintain positive relationships.
- Managed reservation system, accurately inputting bookings and managing cancellations or changes.
- Developed strong relationships with returning guests through attentive service and genuine engagement during each visit.
- Enhanced guest satisfaction by providing exceptional front office service and promptly addressing inquiries.
- Improved communication within the team by initiating weekly meetings to discuss challenges faced during shifts as well as possible solutions.
- Reduced errors in reservation management by implementing thorough double-checking methods before confirming bookings.
- Maintained accurate financial records through diligent cash handling, daily reconciliations, and report generation.
- Collaborated with housekeeping staff to maintain high standards of cleanliness in guest rooms and common areas.
- Contributed to revenue growth by promoting hotel services, facilities, and nearby attractions.
- Trained new front office associates in hotel policies, software usage, and customer service best practices.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Front Office Executive
Smallville 21 Hotel
01.2022 - 11.2022
- Maintained strict compliance with security protocols while managing sensitive guest information confidentially and securely.
- Enhanced guest satisfaction with prompt attention to inquiries and professional communication skills.
- Coordinated with housekeeping staff to ensure timely room turnovers, resulting in improved guest experience.
- Assisted in training new front office team members, leading to increased productivity and efficiency.
- Managed high call volumes, directing callers to appropriate departments or handling inquiries as needed.
- Worked closely with sales teams on promotional activities aimed at increasing hotel bookings during low occupancy periods.
- Assisted in the development and implementation of front office policies and procedures, ensuring consistency across the team's operations.
Front Office Assistant
Diversion 21 Hotel
05.2017 - 12.2021
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained a professional and welcoming environment for guests, contributing to an overall positive experience.
- Responded to inquiries from callers seeking information.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
Education
Bachelor of Science - Hotel, Resort And Restaurant Management
Iloilo Science And Technology University
Burgos Street, La Paz, Iloilo City04-2017
Skills
- Multitasking Abilities
- File management
- Time management
- Data entry expertise
- Cash handling experience
- Listening skills
- Conflict management
- Effective planning
- Attention to detail
- Excellent communication
- Problem-solving abilities
- Telephone and email etiquette
- Adaptability and flexibility
- Decision-making
- Strong problem solver
- Conflict resolution
Accomplishments
- Increased guest satisfaction scores through personalized service, prompt response to inquiries, and consistent professionalism.
- Trained and mentored new front desk team members, helping them achieve full competency within their first month.
- Handled daily check-ins/check-outs for over more than 50 guests, ensuring smooth and accurate transactions with minimal errors.
- Reduced guest complaints by proactively addressing concerns and following up to ensure complete resolution.
- Streamlined front desk procedures, reducing average guest wait time during check-in time hours.
- Awarded ‘Employee of the Year’ for outstanding service and dedication to guest satisfaction.
- Supported hotel management during busy seasons and special events, ensuring operations ran smoothly without interruptions.
- Recognized in guest reviews and feedback for friendliness, professionalism, attention to detail, and problem solver.
Timeline
Front Office Associate
The Quadrant Hotel and Suites
02.2023 - 02.2025
Front Office Executive
Smallville 21 Hotel
01.2022 - 11.2022
Front Office Assistant
Diversion 21 Hotel
05.2017 - 12.2021
Bachelor of Science - Hotel, Resort And Restaurant Management
Iloilo Science And Technology University
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