Anna Mhea Papilla

Experience

• 

  Intelenet Global Services

  Mar 2010 - Jan 2011

  Hotel Desk Reservation Specialist (Hilton Hotel)

  1. Take inbound calls for Hotel Reservation for Hilton Hotels Worldwide2. Provide positive customer experience3. Making reservation for Hilton Hotel Guest 4. Provide Hotel Information / Location5. Promote, upsell, fore sell and cross sell value added services to various customer6. Process reservation through credit card7. Provide group rate and membership discount8. Manage hotel inquiries9. Provide excellent customer service

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  Radisson Royal Hotel Dubai

  Feb 2011 - May 2012

  Concierge

  • Facilitate all transportation requirements of guests• Book different city tours and packages• Confirming , modifying airline tickets• Providing direction• Monitoring employee attendance• Manage to deliver, retrieve and store guests' luggage and valuables• Provide transportation report• Educating staff on safety and guest complaint procedures• Ensure that we have necessary office supplies• Attend daily briefing with the front office and concierge section as well• Supervise valet parking activities ensuring service efficiency and safety• Making reservation for restaurants, spas, and special events• Promote the hotel in a positive representation whenever opportunities arise Show less

• 

  Century Properties Inc.

  Feb 2013 - Aug 2016

  Turnover Officer

  1.Systems Management To ensure that the specialist updates the portal dailyMonitors the scheduling of clients for unit inspection and turnoverTo ensure correctness of remarks in the systemContribute recommendations to enhance Turnover OperationsConduct weekly meetings: to set targets for the week & review pending client concerns;to assess if weekly targets are met & update on pending client concerns2.Documentations ManagementSupervise internal and external audits to maintain quality and resolve issuesCoordinate with legal officials to execute disclosure and legal issues promptlyTrain and guide staff on improving efficiency and evaluate their performance regularly.Coordinate with different departments to achieve end results, convey these to management, and develop new documentation and distribution ideas and thought processes. Perform multiple drafting tasks such as writing, proofing, formatting and maintain varied kinds of documentation for serving varied clientsTo ensure that turnover related documents are signed by the owner/ clientsScan and file all Turnover documents3.Technical Management4.Customer Service ManagementAttend to any turnover related queries and concerns raised by clients and/or their authorized representativesFrontline in inspection & turnover of units to clientsEndorsement to PMO/Concierge for move-in, Leasing or Resale team5.ReportingTurnover Status Monitoring – daily updating of portal & manual tallying of accepted, unaccepted & no show accountsInspection Schedule – weekly updating of inspection schedule; prepare & send via email to technical support teams & other concerned departmentsPunch list Monitoring – weekly updating to generate status of rectification, ageing & completion Updating, Monitoring & Generation of Turnover Specialist Work Status Report – reflects work accomplishment of each Turnover SpecialistsUpdating, Monitoring & Generation of Client Feedback on Product & Service and Retention Release Report Show less

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  Eton Properties Philippines, Inc.

  Sept 2016 - Jun 2022

  Sr. Tenant Relations Officer

  1. Reporting to Senior Operations Manager, responsible for managing a portfolio of tenants during their tenancy. This includes developing and managing effective relationships across tenants, the mall management team and customers.2. Work with marketing team to implement and communicate mall and retailer campaigns and initiatives to tenants3. Monitor and measure tenant compliance to specified standards to ensure their operation within guidelines of their signed lease agreement, regulations and obligations4. Ensures all basic services are provided to the tenants by coordinating with building engineers, housekeeping, technical supervisors5. Regularly review and if necessary, improve upon operational systems and processes6. Conducts daily inspection of both common areas and leased spaces for compliance to standards and guidelines7. Assists tenants in resolving construction-related problems and issues in coordination with engineering and leasing department; and facilitates the expeditious processing of tenant’s temporary and final clearances to operate.8. Manages the property’s helpdesk system; ensured all calls are recorded, monitored for timely and effective resolution9. Ensures smooth transition from fit-out to tenant operation including orientation on operating requirements, house rules and regulations, etc.10. Coordinate all insurance claims to the insurer Show less

• 

  Shang Properties, Inc.

  Jun 2022 - now

  Tenant Services Manager

  1.‭ ‭ Tenant Management ‬‬ ●‭ ‭ Take the lead in communicating important and relevant information affecting ‬‬ tenants and addresses concerns swiftly and effectively. ●‭ ‭ Plans, organizes and manages activities and events for tenants within approved ‬‬ budget limits and timeline. 2.‭ ‭ Facilities and Building Management ‬‬ ●‭ ‭ Implements house rules and guidelines, ensuring understanding and compliance of ‬‬ all tenants. ●‭ ‭ Take the lead in building inspection for Fire, Life and Safety and regulatory ‬‬ compliance. 3.‭ ‭ Operations Management ‬‬ ●‭ ‭ ‬‬Manages and maintains the building’s Helpdesk system, ensuring proper and correct recording or directing of calls of tenants. ●‭ ‭ Oversees front office staff deployment and coordinates manpower requirements ‬‬ with HR or Services Contractors as needed. 4.‭ ‭ Safety and Security Management ‬‬ ●‭ ‭ Implements fire and life safety guidelines and requirements and monitors strict ‬‬ compliance at all times. 5.‭ ‭ Records Management ‬‬ ●‭ ‭ Establishes, implements and monitors systems for recording and monitoring tenant ‬‬ communications, ensuring thorough dissemination of information and resolves related concerns as needed. 6.‭ ‭ Team Leadership and Management ‬‬ ●‭ ‭ Creates an environment oriented to trust, open communication, creative thinking ‬‬ and cohesive team effort; coaches, counsels and monitors employees and manages individual and team performance to bring about expected results. Show less