Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Reference
Timeline
Generic
WENDY JANE M. DAUAG

WENDY JANE M. DAUAG

Bangkok

Summary

Dynamic and results-driven professional with expertise in hospitality and interpersonal management, adept at enhancing guest experience excellence through effective problem-solving and organizational skills. Proven track record in team leadership, training, and onboarding, complemented by proficiency in cash handling procedures and PMS (Opera Oracle). Skilled in communications, including social media engagement, with a strong focus on sales presentation. Committed to advancing career goals by leveraging MS application knowledge to drive guest relations and operational success.

Overview

8
8
years of professional experience
2023
2023
years of post-secondary education

Work History

Front Office Supervisor

Banyan Tree Hotels & Resort
Bangkok
01.2024 - 04.2025
  • Independently led and supervised the front office team during assigned shifts, ensuring smooth operations and adherence to hotel standards.
  • Proactively resolved minor guest issues and complaints efficiently and effectively without direct managerial intervention.
  • Spearheaded an initiative to enhance guest experience by overseeing guests with especial occasions and leading the team to create a memorable stay for the guests
  • Consistently received positive guest feedback and recognition, both verbally and in written form (via email and online platforms), demonstrating exceptional guest service skills.
  • Assisted in the training and onboarding of new front office team members, contributing to their development and integration into the team.
  • Efficiently managed guest reservations, check-in, and check-out processes, ensuring accuracy and a seamless experience.
  • Accurately handled guest billing and payment inquiries, resolving discrepancies and maintaining financial records.
  • Ensured all front office operations adhered to hotel policies, procedures, and safety regulations.
  • Proficiently utilized property management systems (Opera Oracle) to manage guest information and reservations.
  • Provided personalized service and effectively handled requests for VIP guests and those with special needs.
  • Skillfully handled guest room allocation, taking into account individual preferences and requirements to maximize guest satisfaction.
  • Effectively coordinated with housekeeping, food & beverage, and other departments to fulfill guest requests and ensure their needs were met promptly and efficiently.
  • Responded to guest questions and enquiries, using hotel and local area knowledge to provide helpful recommendations.
  • Oversaw front desk agents in providing smooth and efficient service in compliance with hotel brand standards.

Banyan Tree Host

Banyan Tree Hotels & Resorts
Bangkok
07.2022 - 01.2024
  • Efficiently managed guest check-in and check-out procedures, ensuring a smooth welcoming experience.
  • Perform nightshift duties reviewing guest discount package inclusion, folio and billing ensuring correct charges for a smooth check-out process during day shift.
  • Consistently adhered to Banyan Tree Brand Standards in all guest interactions to ensure high level of guest satisfaction.

Guest Service Supervisor (Pre-Opening)

The Oceanic Sportel
07.2021 - 07.2022
  • Performing Check-in and Check-out process for every guest.
  • Reviewing guest reservations and allocating rooms according to the reservation requirement.
  • Securing guests reservation payments prior to issuing keys.
  • Handling prompt house inspections from walk-in guests and agents.
  • Providing a high-standard customer service and coordinating closely with other departments to make sure guest requests and requirements are being met on time.
  • Being the central source of information of hotel facilities and nearby attraction centers.
  • Coordinating with outsource partners for guest transportation, tour needs and other requirements.
  • Performing night shift duties compiling and closing guest folio and preparing documents for outstanding balance before the guest departure.
  • Performing all payment types, vouchers, paid-outs, etc.
  • Adjusting room charge and billings (if needed) accurately and accordingly.
  • Preparing documents for other departments.
  • Ensuring the accuracy and security of every guest information in the PMS.
  • Handling guest enquiry and reservation for guest accommodation and tennis sessions requirements through phone calls, emails and hotel social media accounts.

International Guest Service Agent

Bay Beach Resort
Jomtien
09.2019 - 04.2020
  • Performing Check-in and Check-out process for every guest.
  • Prior to assisting international FIT and group guests.
  • Being the central source of information of hotel facilities and nearby attraction centers.
  • Reviewing check-in documents and allocating rooms according to tour groups room requirement.
  • Generating daily occupancy report.
  • Working closely with Assistant Front Office Manager for report assistance.

Event Coordinator

Novotel Bangkok Sukhumvit 20
Bangkok
01.2019 - 03.2019
  • Assist Events Officers or Managers in preparing documents needed for convention / socials / MICE and / or corporate accounts.
  • Managing tele-sales and walk-in inquiries.

Customer Service Representative

2Go Express (FedEx)
, Philippines
12.2016 - 01.2017

Education

Front Office Services National Certificate II - Hotel Management

Technical Education & Skills Development Authority
Philippines

Bachelor's Degree - Hospitality Industry Management (Major in Tourism & Resort Management)

Isabela State University
Philippines
06.2012 - 04.2016

Skills

  • Hospitality & Interpersonal Management
  • Check-in and Check-out
  • Cash Handling Procedures
  • Guest Relations
  • Guest Experience Excellence
  • Problem-Solving
  • Organizational - Admin and reservation
  • Team Leadership
  • Training and Onboarding
  • Communications - Social Media
  • MS Application
  • Sales Presentation
  • PMS (Opera Oracle)

Languages

English
Fluent
Thai
Advanced

Accomplishments

  • Top 2 Up seller - July - November 2023
  • I Am With You Brand Service Ambassador - June 2023

Reference

  • Khun Akkachai Charumporn, Director of Rooms, Banyan Tree Bangkok, +66 (0) 81 888 5369
  • Khun Sanirak Chancham, Senior Manager Business Development, Banyan Tree Hotels & Resorts, +66 (0) 62 453 2896

Timeline

Front Office Supervisor

Banyan Tree Hotels & Resort
01.2024 - 04.2025

Banyan Tree Host

Banyan Tree Hotels & Resorts
07.2022 - 01.2024

Guest Service Supervisor (Pre-Opening)

The Oceanic Sportel
07.2021 - 07.2022

International Guest Service Agent

Bay Beach Resort
09.2019 - 04.2020

Event Coordinator

Novotel Bangkok Sukhumvit 20
01.2019 - 03.2019

Customer Service Representative

2Go Express (FedEx)
12.2016 - 01.2017

Bachelor's Degree - Hospitality Industry Management (Major in Tourism & Resort Management)

Isabela State University
06.2012 - 04.2016

Front Office Services National Certificate II - Hotel Management

Technical Education & Skills Development Authority

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WENDY JANE M. DAUAG