Summary
Overview
Work History
Education
Skills
Trainingandcertificates
Languages
Timeline
Generic
Bienalyn Carbos

Bienalyn Carbos

Neustadt In Holstein, Schleswig-Holstein

Summary

Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

8
8
years of professional experience
5
5
years of post-secondary education

Work History

Hotel Specialist

Urlando - Urlaub an Der Ostsee GmbH
06.2023 - Current
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.
  • Enforced policies and procedures to increase efficiency.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Monitored hotel's budget and financial records.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Implemented marketing and promotional initiatives to increase occupancy.
  • Trained new staff members in customer service techniques and hotel operations.
  • Skilled at working independently and collaboratively in a team environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Coordinated with vendors for repair and maintenance of hotel.
  • Monitored staff performance and provided feedback and guidance.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Paid attention to detail while completing assignments.

Customer Service Representative (Payment Officer)

Sun Valley Clark Hub
07.2021 - Current
  • Responsible for the daily payment transactions processing (fund in/out), ensuring all payments are processed accurately and in a timely manner, complying with all Standard Operation Procedures
  • Handle all back-office duties related to payments
  • Perform all other support duties as may be required from time to time
  • Preferably candidates with relevant experience in monetary payments processing at a bank or similar institution
  • A committed team player who works well with other people and takes initiative to communicate actively to get the job done.

Hotel Operation Supervisor

New Manila Suite Hotel
02.2020 - 01.2021
  • Usually entails making beds, replacing used towels with new ones, vacuuming carpets, and cleaning and disinfecting bathrooms and ensuring new toiletries provided by the hotel are placed at appropriate places
  • Aside from the rooms, hotel housekeeping may also entail making the general hotel environment appealing and comfortable to guests
  • Particularly expected to carry out a series of cleaning functions when a guest leaves the hotel, such as changing bed sheets and polishing the furniture to keep them looking good for the use of another guest
  • Find the light is bad or furniture needing repair, they should immediately contact the technical or maintenance department to fix them
  • Organize, supervise and coordinate the work of housekeeping staff on day-to-day basis
  • Ensure excellence in housekeeping sanitation, safety, comfort and aesthetics for hotel guests
  • Prepare duty rosters and supervise the discipline and conduct of her staff
  • Ensure proper communication within the department by conducting regular meetings with the staff
  • Recruit new employees and train them for the housekeeping jobs
  • Counsel and motivate employees on various duties
  • Establish and maintain standard operating procedures for cleaning and develop new procedures to increase efficiency of labor and product use
  • Search and test new techniques and products in the market
  • Maintain regular inventory and checking of furniture, linen, uniform, equipment’s in the hotel
  • Evaluate employee performance for promotions and transfers
  • Approval of supply requisitions for the housekeeping and to maintain minimum stock and cost control procedures for all materials
  • Check the reports, files, registers maintained in the department
  • Provide budget to the management and control of budget.

Front Office Associate

Sir G Hotel Boracay
07.2017 - 12.2019
  • Register guests and assign rooms; accommodate special requests whenever possible
  • Assist in preregistration and blocking of rooms for reservations
  • Thoroughly understand and adhere to proper credit, check-cashing and cash-handling policies and procedures
  • Understand room status and room status tracking
  • Know room locations, types of rooms available and room rates
  • Use suggestive selling techniques to sell rooms and promote other services of the hotel
  • Coordinate room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests and part-day rooms
  • Possess a working knowledge of the reservations department take same day reservations and future reservations when necessary
  • File room keys
  • Know how to use front office equipment
  • Process guest check-outs
  • Post and file all charges to guest, master, and city ledger account
  • Follow procedures for issuing and closing safe deposit boxes used by guests
  • Use proper telephone etiquette
  • Use proper mail, package and message handling procedures
  • Read and initial the pass-on log and bulletin board daily
  • Be aware of daily activities and meeting taking place in the hotel
  • Attend department meetings
  • Coordinate guestroom maintenance work with the engineering and maintenance division
  • Report any unusual occurrences or requests to the manager or designated manager
  • Know all safety and emergency procedures
  • Be aware of accident prevention policies
  • Maintain cleanliness and neatness of the front desk area
  • Understand that business demands sometimes make it necessary to make employees move from their accustomed shift to other shifts
  • Be aware that bending, stooping and lifting items weighing 30 pounds or more may be required.

Room Attendant Housekeeping

Sir G Hotel Boracay
01.2017 - 07.2017
  • Responsible for cleaning and servicing guest rooms in order to provide a pleasant and comfortable experience for guests
  • They ensure that all rooms are inviting and clean and they address all guest queries politely and knowledgeably
  • Greeting guests and responding to queries
  • Changing bed linen and making beds
  • Replacing used towels and other bathroom amenities, such as shampoo and soap
  • Restocking beverages and food items in the minibar
  • Reporting any technical issues and maintenance needs
  • Updating status of guest rooms on assignment sheet
  • Returning and restocking cleaning cart at shift end
  • Vacuuming carpets
  • Dusting and polishing furniture
  • Emptying trash containers and ashtrays
  • Cleaning public areas, such as corridors
  • Updating status of guest rooms on assignment sheet
  • Returning and restocking cleaning cart at shift end
  • Remove soil, dirt, soap build-up and hair from bathroom mirrors, vanity, sink, toilet, shower walls, bathtub, shower curtain and floor
  • Replace facial, toilet tissue and bathroom amenities in correct amount and location.

Room Attendant Housekeeping

Conrad Manila Hotel by Hilton Hotel Corporation
03.2016 - 12.2016
  • Room attendant responsibilities include changing towels, making beds and cleaning bathrooms
  • You will also address clients’ queries and make sure our rooms are fully stocked, clean and always inviting
  • If you’re interested in kickstarting your career in the hotel industry, we’d like to meet you
  • Enters and prepares the room for cleaning
  • Dusts the room and furniture
  • Replenishes guestroom and bath supplies
  • Cleans the bathroom
  • Cleans the closet, vacuums and racks the carpet
  • Checks and secures the rooms
  • Replenish amenities according to the operational standards
  • Deliver and retrieve items on loan to guests e.g
  • Iron and ironing boards
  • Ensure security of guest rooms and privacy of guests
  • Perform rotation cleaning duties (e.g
  • Steam clean carpets, spring cleaning, super cleaning, etc.) as required
  • Cleans guest bathroom/bedroom/floor corridor
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
  • Familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
  • Resolve guest complaints, ensuring guest satisfaction
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas
  • Empty trash containers and ashtrays
  • Remove all dirty terry and replace with the clean par to the designated layout
  • Remove soil, dirt, soap build-up and hair from bathroom mirrors, vanity, sink, toilet, shower walls, bathtub, shower curtain and floor
  • Replace facial, toilet tissue and bathroom amenities in correct amount and location
  • Inspect condition of bathrobes and replace soiled/damaged ones
  • Remove dirty bed linen and make up bed with clean linen
  • Replace laundry bags and slips
  • Clean closets and door tracks on check-out rooms, removing dust and debris
  • Ensure correct amount and placement of hangers, extra blanket/pillow and luggage rack.

Education

Bachelor of Science in Hotel and Restaurant Management -

STI College Balagtas
Balagtas, Bulacan

High School Diploma -

Hon. Jaime J. Vistan National High School
Plaridel, Bulacan
06.2006 - 05.2011

Bachelor of Science - Hotel Management: Distribution, Revenue And Deman

ESSEC Business School
Coursera
04.2025

GED -

Google Data Analytics Professional Certificate
Cousera Online School
07.2025

Skills

  • Revenue management
  • Front Desk Operations
  • Food and beverage knowledge
  • Concierge services
  • Guest Relations Management
  • Analytical Skills
  • Data Analytics
  • Prioritizing and Planning
  • Strategy Development
  • Risk Assessment
  • Critical Thinking
  • Business Relationship Management
  • Cost Data Analysis
  • Expertise in Excel
  • Shot Composition
  • Digital design
  • Client Relations
  • Equipment Preparation
  • Strong compositional skills
  • Adobe Photoshop

Trainingandcertificates

  • Food and Beverage NCII, TESDA Philippines, 03/2020
  • Cookery NCII, TESDA Philippines, 04/2017
  • Bartending NCII, TESDA Philippines, On Going assessment
  • Choco Madness (Chocolate Carving Competition), STI College Balagtas, 10/05/2014

Languages

German
Intermediate (B1)
English
Upper intermediate (B2)

Timeline

Hotel Specialist

Urlando - Urlaub an Der Ostsee GmbH
06.2023 - Current

Customer Service Representative (Payment Officer)

Sun Valley Clark Hub
07.2021 - Current

Hotel Operation Supervisor

New Manila Suite Hotel
02.2020 - 01.2021

Front Office Associate

Sir G Hotel Boracay
07.2017 - 12.2019

Room Attendant Housekeeping

Sir G Hotel Boracay
01.2017 - 07.2017

Room Attendant Housekeeping

Conrad Manila Hotel by Hilton Hotel Corporation
03.2016 - 12.2016

High School Diploma -

Hon. Jaime J. Vistan National High School
06.2006 - 05.2011

Bachelor of Science in Hotel and Restaurant Management -

STI College Balagtas

Bachelor of Science - Hotel Management: Distribution, Revenue And Deman

ESSEC Business School

GED -

Google Data Analytics Professional Certificate

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Bienalyn Carbos