Regina Ilao
P.O Box 8587 Tamuning,Guam
Summary
Dedicated professional with over 10 years in customer-facing roles. Proven expertise in problem-solving, team leadership, and enhancing guest satisfaction. Committed to delivering exceptional service and fostering positive guest experiences.
Overview
16
16
years of professional experience
Work History
Assistant Front Desk Manager
City Hill
Tumon, Guam
11.2023 - Current
- Greeted guests and assisted with check-in and check-out procedures.
- Managed guest inquiries, resolving issues promptly and professionally.
- Coordinated room assignments based on preferences and availability.
- Maintained accurate reservation records to support front desk operations.
- Trained new front desk staff on customer service standards and procedures.
- Communicated with housekeeping to ensure timely room readiness for guests.
- Monitored lobby area for cleanliness and a welcoming atmosphere.
- Handled payment processing and issued receipts for guest transactions.
- Managed guest inquiries and resolved issues promptly and professionally.
- Managed schedules for front desk personnel including assigning shifts according to business needs.
Teller
Bank of Hawaii
Tamuning, Guam
11.2021 - 08.2023
- Processed customer transactions accurately, including deposits, withdrawals, and loan payments.
- Maintained cash drawer balance daily to ensure compliance with financial regulations.
- Delivered exceptional customer service in person and over the phone.
- Collaborated with team members to enhance overall service delivery and efficiency.
- Conducted routine audits of cash handling procedures to identify discrepancies.
- Promoted bank products effectively to meet or exceed sales goals.
- Trained new tellers on cash drawer operations and banking procedures.
- Maintained confidentiality of customer records according to company policies.
Tour Desk supervisor
H.I.S Guam Inc
Tumon, Guam
03.2010 - 04.2021
- Supervised front desk operations, improving customer service for large volumes of guests.
- Managed daily scheduling and assignments for front desk personnel to enhance efficiency.
- Trained new staff on company policies and customer service protocols.
- Implemented strategies to resolve guest complaints promptly and effectively.
- Coordinated interdepartmental communication to ensure seamless operations.
- Analyzed survey data to identify improvement areas, increasing customer satisfaction ratings.
- Generated detailed reports on daily activities and occupancy metrics.
- Maintained organized filing systems for front desk documentation.
Education
Bachelor of Education - Education
Batangas State University
Philippines03-2003
Skills
- Guest check-in
- Reservation management
- Payment processing
- Front desk operations
- Staff training
- Customer relationship management
- Problem solving
- Room inspection
- Policy enforcement
- Complaint handling
- Guest relations
- Employee hiring
- Staff training and development
- Cash handling experience
- Shift scheduling
- Hospitality
- Cash management
- Guest service oversight
- Coaching and mentoring
- Customer service
- Administrative skills
- VIP guest relations
- Guest safety
- Customer service management
- Staff management
- Problem-solving skills
Languages
Tagalog
First Language
English
Upper Intermediate (B2)
B2
Japanese
Beginner
A1
Timeline
Assistant Front Desk Manager
City Hill
11.2023 - Current
Teller
Bank of Hawaii
11.2021 - 08.2023
Tour Desk supervisor
H.I.S Guam Inc
03.2010 - 04.2021
Bachelor of Education - Education
Batangas State University