Ma Angeline Joanne Suarez

Head of Operations @Niru Experience

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Property Management Respond promptly to guest inquiries and concerns to ensure satisfaction. Manage reservations accurately, including handling booking changes and cancellations, while staying aware of property policies and availability. Monitor and respond to guest reviews and inquiries regularly to uphold service standards and satisfaction. Assist in processing reservations with attention to detail and effective communication with guests and OTA support. Gather feedback from guests and property owners to enhance the guest experience and operational processes. Manage guest reviews across various platforms, addressing feedback promptly and professionally. Handle claims and disputes effectively, ensuring fair resolutions for both guests and property owners. Administrative Support Conduct online research to enhance the guest experience, understand property trends, and grasp market dynamics. Update reports and daily endorsements. Pay hours monitoring and invoicing Business and Account Management Website Management Marketing and Social Media Management Recruiting and Employee Performance Monitoring Manage Agent forecasting, perform shift scheduling and developing capacity estimates for all Manila Voice-based processes, and collaborate with various Team leaders and managers to optimize costs to cover performance Email Management and Calendar Management Escalation and Onboarding Collaborate with the team via Slack for efficient issue resolution and seamless guest experiences. Pursue continuous education through YouTube channels, forums, and podcasts to enrich expertise in reservation processing and guest engagement strategies.