Leonard Raymil Francisco
Hotelier
Koh Samui
Summary
Organized office professional with top-notch administrative skills and solid background in hotel industry. History surpassing business targets, satisfying customer demands and contributing to team success. Independently handles clerical needs and correspondence to support smooth business operations.
Overview
15
15
years of professional experience
15
15
years of post-secondary education
Work History
Assistant Front Office Manager
Hansar Samui Resort
2 2022 - Current
- Collaborated with housekeeping and maintenance departments to ensure room availability and quality standards.
- Balanced daily cash transactions, accurately maintaining financial records for the front office department.
- Reduced wait times during busy hours by implementing effective strategies for managing guest flow throughout the lobby area.
- Enhanced guest satisfaction by efficiently managing front office tasks and addressing customer concerns promptly.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Resolved conflicts between guests or staff members in a professional manner to maintain a positive work environment.
- Provided support to the Front Office Manager during peak times or staff absences, ensuring consistent management presence at all times.
- Improved team performance by providing regular training on customer service techniques and hotel policies.
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees.
- Trained new-hires on hotel procedures to better service customers.
- Drafted employee work schedules to fill coverage gaps.
- Boosted efficiency by monitoring employee performance closely and providing constructive feedback when necessary.
- Enhanced revenue and gross profits by eliminating waste and maximizing customer satisfaction.
- Managed room inventory to optimize revenue opportunities during high-demand periods.
- Spearheaded initiatives that improved overall communication between different departments within the hotel property.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
Front Office Manager
Melati Beach Resort & Spa
05.2016 - 05.2021
- Directly supervises all front office staff and ensures proper completion of all front office duties
- Responsible for training, selection, making schedule, supervising workloads, and evaluation of job performance of the front office staff
- Verifies that accurate room status was maintained
- Check and supervised reservations and OTA allotments
- Responsible for resolving guest problems quickly, efficiently and courteously
- Conducts regularly scheduled meetings of front office staff
- Upholds the hotels commitment to hospitality
- Maximize room revenue and occupancy by reviewing status daily
- Monitor high balance guest and take appropriate action
- Ensure implementation of all house rules and resort policy
- Operates all aspect of front office computer system
- List the property to new OTA platforms to receive and gather more bookings
- Oversees the daily operations of the reservation and OTA's system of the property
- Prepare revenue and occupancy forecasting
- Maintains all equipment of front office at an EIWO state
- Can perform other duties as requested by management.
Front Office Manager
Mai Samui Beach Resort & Spa
09.2015 - 04.2016
Assistant Guest Relations Manager
Pavilion Boutique Resort
04.2014 - 08.2015
- Provide upscale guest service experience for clients throughout their stay
- Ensure guests are properly greeted upon arrival at the resort
- Monitor daily booking and ensure all check-in rooms are prepared upon guest arrival
- Oversea check-in and check-out procedures
- Promptly address guest request
- Properly handling and resolving guest complaints
- Ensure special guest or VIP's received personalized services
- Coordinate and manage communication between guest and staff and follow up to ensure all customer concerns are resolved
- Promote and inform guests about hotel services and programs offered
- Analyze guest feedbacks and online reviews and suggest ways to improve ratings
- Recommend tourist spots, including places to dine, shop, and sightsee
- Establish friendly relationship with regular clients.
Guest Service Agent
Nora Beach Resort & Spa
05.2013 - 03.2014
GSA & Reservation Supervisor
The Sea Boutique Resort
05.2012 - 05.2013
Operations Manager
Samaya Bura Resort
12.2009 - 07.2010
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Education
Elementary and High School -
Paco Catholic School
06.1990 - 05.2001
College - undefined
University of the East
06.2001 - 05.2005
Skills
Customer Service
Front Desk Operations
Complaint Handling
Operations Management
Guest Relations Management
Employee Supervision
Staff Supervision
Reservation handling
Concierge services
Scheduling
Emergency response readiness
Room assignment coordination
Profile
Leo or Nat, 39 years old, 182cm, 83kg, Married, Christian
Experience with Fidelio, Comanche, Opera system
Birthplace
Manila, Philippines
Personal Information
- Date of Birth: 08/02/84
- Nationality: Filipino
Languages
English
Tagalog
Thai
References
- Khun Anuwat Glablay, EAM at Hansar Samui Resort, Koh Samui, +66 925835449, anuwat@hansarsamui.com
- Khun Kanin Tangtermpong, Resident Manager at Dusit International, Phuket, +66 957755777
- Mr. Bertrand Margerie, Former GM at Melati Beach Resort & Spa, Koh Samui, +66 819025282
Timeline
Front Office Manager
Melati Beach Resort & Spa
05.2016 - 05.2021
Front Office Manager
Mai Samui Beach Resort & Spa
09.2015 - 04.2016
Assistant Guest Relations Manager
Pavilion Boutique Resort
04.2014 - 08.2015
Guest Service Agent
Nora Beach Resort & Spa
05.2013 - 03.2014
GSA & Reservation Supervisor
The Sea Boutique Resort
05.2012 - 05.2013
Operations Manager
Samaya Bura Resort
12.2009 - 07.2010
College - undefined
University of the East
06.2001 - 05.2005
Elementary and High School -
Paco Catholic School
06.1990 - 05.2001
Assistant Front Office Manager
Hansar Samui Resort
2 2022 - Current
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