Summary
Overview
Work History
Education
Skills
Timeline
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Marie Candice Bautista

Chicago,IL

Summary

Consistently delivering unexpected meaningful guest service from the front and back as hotel Front Desk and At Your Service agent.

Overview

4
4
years of professional experience

Work History

AYS At Your Service Agent

Sheraton Grand Chicago Riverwalk
10.2024 - Current
  • Providing utmost guest experience behind the scenes via phone conversations, emails and GXP chats.
  • Using clear and empathetic communication skills to effectively address customer concerns and provide solutions to meet their needs.
  • Quickly learning about my new city, new property procedures in conducting business and new systems and tools as needed to provide optimal guest service.
  • Assisting past/current/future/prospective guests with inquiries, resolving issues promptly and professionally. Engaging with them to add an unexpected layer to their stay.
  • Handling challenging situations calmly and professionally, finding effective solutions under pressure without compromising quality of service delivery.

Zumba Instructor

Shine Zumba Fitness Dance Studio
10.2024 - Current
  • Creating unique choreography for the 1 hour classes.
  • Promoting a positive, inclusive environment that encourages participants of all skill levels to join classes regularly whatever the temperature and weather.
  • Providing enhanced overall workout experience by incorporating diverse music selections and dance styles.
  • Improving students' fitness levels through engaging and challenging dance moves.

Guest Experience Expert

Westin Denver Downtown
06.2023 - 09.2024
  • Initially hired as solely At Your Service Agent. Nailed the Marriott Audit 3 ½ weeks into the job. Auditor appreciated the local and personal tidbits I provided. Since this Westin property has no Concierge, I go the extra mile booking restaurants, furnishing tour information and much needed “local” tips thus encouraging prospective guests to choose and book with The Westin. I identify Amenity opportunities via phone interactions & GXP cases/chats and make surprises happen to guests.
  • Duties eventually expanded to both AYS and Front Desk Agent. Ensuring friendly and accurate service at all times in the 7am to 3:30pm session. During the days I’m on Front Desk Agent duty, post-stay complaints are at a low regarding billing problems. During check out, I ensure any issues encountered during stay are addressed before they leave the hotel. This was especially critical when the hotel was undergoing full renovation.
  • Having a great and respectful working relationship with other departments to ensure we all provide the best possible stay for guests.
  • Had to speedily learn the LightSpeed system to be able to provide optimum guest service with minimal supervision.

Front Desk Agent and Rooms Controller

Brown Palace Hotel & Spa, Autograph Collection
04.2022 - 06.2023
  • I was assigned the 7am shift, usually working solo: checking out guests accurately, ascertaining guest satisfaction and empowered making adjustments accordingly. I nailed all the Marriott Auditor variables on two occasions.
  • 5 months into the job, also took on the Rooms Controller job. Going through GXP cases and communicating with pre-stay, in-house and post-stay guests immediately. Upgrading rooms for elite members and those celebrating life events. Taking the time to write personal notes to guests. Balancing rooms so there’s less chance for Marriott Bonvoy members to be walked and they get priority in getting “better” rooms. Working closely with Sales, Housekeeping and Engineering to set aside site rooms.

Front Desk Agent

Warwick Hotels Denver
07.2021 - 04.2022
  • Starting from day one in the hotel industry, exerted effort to quickly learn the Opera System to be able to handle fast and accurate checking out and checking in of hotel guests.
  • With very minimal supervision, basically prepared for Front Desk operations in the mornings eg, credit limit reports and following up guests with high balance issues, routing of guests who booked via 3rd party, preparing packets for Lufthansa crew (corporate client).
  • Focused and sympathetic listening to guests to be able to address issues.
  • Exerted pressure on myself to learn about my then new city to be able to give relevant and interesting information to guests.

Education

Bachelor of Arts - Communications Major in Communications Research

University of The Philippines
Diliman, Philippines

Basics of Hotel Revenue Management Certification

Alison Empower Yourself
Online
09-2024

Zumba Basic, Toning & Gold Certifications

Zumba
Flordia
05-2020

Skills

Proactive - Personalized - Accurate - Creative Problem Solver - Opera and Lightspeed knowledge - Micros, Jazzware and Sertifi expertise

Timeline

AYS At Your Service Agent

Sheraton Grand Chicago Riverwalk
10.2024 - Current

Zumba Instructor

Shine Zumba Fitness Dance Studio
10.2024 - Current

Guest Experience Expert

Westin Denver Downtown
06.2023 - 09.2024

Front Desk Agent and Rooms Controller

Brown Palace Hotel & Spa, Autograph Collection
04.2022 - 06.2023

Front Desk Agent

Warwick Hotels Denver
07.2021 - 04.2022

Bachelor of Arts - Communications Major in Communications Research

University of The Philippines

Basics of Hotel Revenue Management Certification

Alison Empower Yourself

Zumba Basic, Toning & Gold Certifications

Zumba

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Marie Candice Bautista