Cherry Rose Velasco Laude
Juffair,Bahrain
Summary
Seasoned professional with extensive experience in guest relations and hospitality. Skilled in enhancing guest satisfaction and resolving issues promptly through excellent communication and problem-solving abilities. Proven track record in creating memorable guest experiences and fostering loyalty.
Overview
14
14
years of professional experience
4019
4019
years of post-secondary education
1
1
Certification
Work History
Guest Relations Manager
InterContinental Regency Hotel
Manama, Bahrain
03.2021 - 04.2025
- Ensure that guest relations responsibilities are effectively implemented and adhered to by team members.
- Monitor, guide, and coach the entire Front Office Department (including Club Lounge, Call Center, Front Desk, Guest Relations, and Concierge) under the supervision of the Director of Rooms, demonstrating multitasking capabilities.
- Maintain a high standard of guest experience for all guests.
- Address guest feedback, emails, and social media reviews promptly and professionally.
- Attend meetings with the Convention and Sales Team to discuss upcoming group arrivals and events.
- Provide service recovery and resolve guest issues efficiently.
- Handle various administrative tasks within the department, including payroll, attendance, learning and development, purchasing, HR-related duties, and other administrative responsibilities.
- Represent the Director of Rooms in briefings and meetings with other department heads when necessary.
- Ensure prompt resolution of all guest-related issues, leading to increased guests satisfaction.
- Build strong relationships with regular clients through exceptional service delivery.
- Enhance guest satisfaction by addressing queries and concerns swiftly.
- Collaborate closely with other department managers to ensure seamless operations across various services.
Guest Services and Call Center Manager
InterContinental Regency Hotel
Manama, Bahrain
06.2018 - 04.2025
- Oversee the performance of Call Center Agents, Guest Relations, and Front Desk staff to ensure maximum guest satisfaction.
- Conduct regular meetings with team members, guided by the Assistant Front Office Manager.
- Ensure team members are well-trained and equipped with the necessary tools to perform their duties effectively.
- Deliver prompt service and professional attention to guests, with special recognition for VIPs and those seeking an enhanced experience.
- Ensure timely communication and fulfillment of guest requests.
- Maintain high standards of guest experience for all visitors.
- Provide service recovery and resolve any reported guest issues promptly.
- Keep all information from other departments current, including restaurant hours, extension lines, and other relevant details.
- Reduce telephone costs by utilizing QMES for communication.
- Manage daily staffing needs, plan and assign tasks, and set performance and development goals for team members. Offer mentoring, coaching, and regular feedback to help resolve conflicts and enhance team performance.
- Ensure team members are trained on systems, security protocols, and service and quality standards.
- Train team members on the Fire Panel System and related communication procedures in case of emergencies.
Assistant Call Center Manager
InterContinental Regency Hotel
Manama, Bahrain
06.2017 - 04.2025
- Monitor the performance of Call Center Agents to ensure maximum guest satisfaction.
- Conduct regular meetings with team members, guided by the Call Center Manager.
- Ensure team members are adequately trained and equipped with the necessary tools to perform their duties effectively.
- Provide guests with prompt service, professional attention, and personal recognition, especially for VIPs and guests seeking an enhanced experience.
- Ensure timely communication and fulfillment of all guest requests.
- Keep information from other departments up to date, including restaurant hours, extension lines, and other relevant details.
- Reduce telephone costs by utilizing QMES for communication.
- Manage daily staffing needs, plan and assign tasks, and set performance and development goals for team members. Offer mentoring, coaching, and regular feedback to resolve conflicts and enhance team performance.
- Ensure team members are trained on systems, security protocols, and service and quality standards.
- Train team members on the Fire Panel System and related communication procedures for emergencies.
Guest Relations – Team Leader
InterContinental Regency Hotel
Manama, Bahrain
04.2015 - 04.2025
- Monitor the performance of Guest Relations Agents to ensure optimal guest satisfaction.
- Conduct regular meetings with team members under the guidance of the Guest Relations Manager.
- Ensure team members are trained and equipped with the necessary tools to perform their duties effectively.
- Provide guests with prompt service, professional attention, and personal recognition, particularly for VIPs and those seeking an enhanced experience.
- Conduct routine inspections of the Front Office and public areas, taking immediate action to address any deficiencies.
- Respond effectively to guest complaints, solicit feedback, and foster relationships to drive continuous improvement in guest satisfaction.
- Manage room blocking for arrivals and coordinate with the Front Office, Reservations, and Housekeeping teams.
- Collaborate with the HR Department for any HR-related information relevant to the Front Office.
- Oversee attendance and payroll preparation, including posting attendance and vacation leave for the entire Front Office Department in the Civilsoft system, and coordinate with HR for any administrative needs.
- Streamlined workflow for a more efficient process.
- Fostered a high-performing environment to drive productivity and quality.
Guest Relations – Room Coordinator
InterContinental Regency Hotel
Manama, Bahrain
10.2013 - 04.2025
- Oversee VIP services and amenities.
- Conduct room inspections to ensure quality standards.
- Facilitate check-in and check-out processes for guests.
- Manage room allocation and pre-arrival preparations.
- Maintain accurate guest history records.
- Communicate and coordinate guest history with relevant departments.
- Collaborate with Housekeeping, Reservations, and Sales Departments for group arrivals and their specific room requirements.
- Manage room inventory and coordinate with the team for optimal efficiency.
- Streamlined team communication by implementing effective coordination strategies.
Guest Relations Agent
InterContinental Regency Hotel
Manama, Bahrain
08.2012 - 04.2025
- Ensure a consistently high level of customer service is maintained.
- Greet, welcome, and escort guests upon arrival.
- Provide service recovery for any issues or concerns.
- Maintain a friendly, helpful, and pleasant attitude toward all guests.
- Send emails to guests regarding their stay, including pre-arrival and post-stay communications.
- Facilitate check-in and check-out processes.
- Coordinate effectively with other departments.
- Oversee VIP services and amenities.
- Conduct room inspections to ensure quality.
- Deliver personalized service and an enhanced guest experience.
- Follow up on guest feedback to drive continuous improvement.
- Collaborated closely with housekeeping staff ensuring rooms were ready upon guest arrival.
- Offered exceptional customer service to create memorable experiences for guests.
- Facilitated communication between departments, ensuring seamless service delivery.
- Compiled detailed reports on guest preferences, enabling tailored services during subsequent stays.
- Escalated serious issues to management proactively, reducing negative impact on the hotel's image.
Business Center Agent
InterContinental Regency Hotel
Manama, Bahrain
06.2011 - 04.2025
- Ensure all equipment in the business center is functioning properly.
- Maintain a consistently high level of customer service.
- Greet, welcome, and escort guests to their preferred tables.
- Oversee inventory management, ensuring adherence to the company budget.
- Provide secretarial assistance to guests as needed.
Club InterContinetal Valet
InterContinental Regency Hotel
Manama, Bahrain
01.2011 - 04.2025
- Ensure the cleanliness of the Club InterContinental Lounge.
- Confirm that all equipment, including the coffee machine and bread toaster, is in working order.
- Deliver exceptional customer service to guests.
- Manage inventory while adhering to the company budget.
- Communicate any food-related concerns to the Kitchen Chef.
- Set up the buffet and beverages at the lounge counter.
- Optimised workflow in busy periods through successful coordination with the kitchen staff.
- Showcased extensive knowledge of menu items, heightened customer decision making.
- Ordered and stocked beverage supplies, maintained availability of popular drinks.
Education
High School Diploma -
Roosevelt College
Course Completed - Computer Science
Gateways Institute of Science and Technology
Skills
- Strategic planning capability
- Decision making capacity
- Empathy and understanding
- Basic accounting knowledge
- Communication proficiency
- Time management efficiency
- Knowledge of reservation systems
- Guest satisfaction monitoring
- Front office operations knowledge
- Interdepartmental collaboration
- Complaint handling
- Workflow coordination
- Scheduling expertise
- Strong leadership
Personal Information
- Age: 33
- Height: 5'2
- Date of birth: 08/24/91
- Nationality: Filipino
- Marital status: Married
- Religion: Iglesia ni Cristo
Custom
- Watching Movies
- Dancing
Certification
First Aider Certification
Accomplishments
Employee of the Month
Leader of the Quarter
Languages
English
Advanced
Timeline
Guest Relations Manager
InterContinental Regency Hotel
03.2021 - 04.2025
Guest Services and Call Center Manager
InterContinental Regency Hotel
06.2018 - 04.2025
Assistant Call Center Manager
InterContinental Regency Hotel
06.2017 - 04.2025
Guest Relations – Team Leader
InterContinental Regency Hotel
04.2015 - 04.2025
Guest Relations – Room Coordinator
InterContinental Regency Hotel
10.2013 - 04.2025
Guest Relations Agent
InterContinental Regency Hotel
08.2012 - 04.2025
Business Center Agent
InterContinental Regency Hotel
06.2011 - 04.2025
Club InterContinetal Valet
InterContinental Regency Hotel
01.2011 - 04.2025
High School Diploma -
Roosevelt College
Course Completed - Computer Science
Gateways Institute of Science and Technology
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