2014
Bachelor of Science in Hotel and Restaurant Management
Lyceum of Alabang
More Info About Me
8 years of business process outsourcing experience, with a solid experience in Pre-employment background research and analysis, sales support, and customer service. Thrive at reputable companies such as Hilton Hotels & Resorts and Airbnb, bringing to their success superior problem-solving abilities and a dedication to client satisfaction.
With humble beginnings as a Pre-employment background specialist for First Advantage, I moved to Hilton Hotels and Resorts as a Sales Representative and Customer Support, and landed a sweet position as a Case Manager in Airbnb. My transition to the role of a Case Manager at Airbnb was a natural evolution of my customer-centric approach. In this position, I've had the privilege of connecting with Airbnb Hosts and Guests from diverse backgrounds, managing their needs, and resolving complex issues with the utmost professionalism and empathy. This experience has honed my problem-solving skills, taught me the value of exceptional communication, and reinforced my commitment to providing top-notch service.
My career journey has taught me the importance of adaptability, teamwork, and the power of active listening to truly understand and meet the needs of the organization. I'm dedicated to continually refining my skills, staying updated on industry trends, and leveraging my knowledge to drive results. I quickly moved up the ranks to become a Subject Matter Expert and then a Team Leader because I was committed to consistently hitting goals and putting good action plans into place to promote growth.
I'm passionate about creating memorable experiences, whether through a successful sales interaction or by helping resolve challenges for Airbnb Hosts and Guests. Let's connect to explore potential collaborations, share insights, or simply to network with like-minded professionals in the ever-evolving world of customer service and sales.
My Skills and Competencies
Property Management
Booking and Reservation Management
Guest Communication
Multi-Platform Proficiency
Certificates
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My Experience and Education
October 2022
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June 2024
BLU Vacation Rentals | Remote
(Reservations Team Lead & Property Manager)
Managed, trained, and coached guest communication team. Implement and optimize reservation systems. Resolved escalated issues and handled complex customer inquiries. Coordinate maintenance & housekeeping. Schedule & oversee repairs, inspections. Organize cleaning schedule between bookings. Handling claims and disputes. Managing booking calendars and optimizing property listings
October 2021
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October 2022
Limonbnb | remote
(Guest Communications & Process Analysis)
Assist Guests on booking inquiries, reservation changes, and other related requests. Process Analysis, responsible for implementing and designing workflows that enable a smooth functioning of the Guest Communications team
July 2018
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October 2022
Airbnb | onsite
(Team Leader)
Providing guidance, coaching, and mentorship to team members, monitor and assess team performance, providing regular feedback and coaching to help team members reach their full potential, and ensuring the team's performance aligns with organizational objectives
June 2018
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July 2018
Airbnb | onsite
(Subject Matter Expert)
Provide solutions and assistance in resolving complex issues. Develop and deliver training materials and programs to enhance the knowledge and skills of team members
October 2017
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June 2018
Airbnb | onsite
(Case Manager)
Serve as a dedicated point of contact for Airbnb Hosts and Guests, offering assistance to resolve issues and disputes. Investigate and resolve complex issues, disputes, and complaints
February 2021
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August 2021
Orange Door Homes | remote, part-time
(Guest Communications)
Managed guest inquiries. Coordinated with maintenance and cleaning teams to address and resolve property concerns
August 2015
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October 2017
Hilton Resorts and Hotels Customer Care | onsite
(Floor Support)
Supporting new hires. Proactive and approachable presence on the floor, offering immediate help to individuals who require guidance, information, or assistance.
December 2014
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August 2015
Hilton Resorts and Hotels Customer Care | onsite
(Hotel Reservation Specialist)
Handle Hotel reservations efficiently and ensure excellent customer service. Interact with customers, assist with booking inquiries, manage reservations accurately, and provide support throughout the reservation process.
My Services
Guest Communication
Responding to guest inquiries, providing pre-arrival information, and managing check-in/check-out procedures.
Listing Optimization
Enhance your Airbnb listing with expert optimization techniques to boost visibility, and attract more guests.
Reviews and Feedback Management
Enhance your Airbnb reputation effortlessly with expert review management solutions.
Revenue Management
Monitoring pricing strategies and adjusting rates based on demand, events, and seasonal trends to maximize revenue.
Calendar Management
Updating property availability, syncing calendars across multiple platforms, and managing the booking schedule.
Maintenance Coordinator
Organizing work orders and ensuring the timely completion of cleaning services, repairs, and property maintenance.
Testimonials
Bianca Balandan - Reservations Team Lead & Property Manager, Property Management inc.
Cyrus is an invaluable asset to our team, consistently demonstrating exceptional dedication, professionalism, and a genuine passion for their work. I am confident that they will continue to excel and positively impact any endeavor he will undertake.
Leo Alicarte - Sr. Operations Manager, Airbnb
Cyrus is fantastic at leading his team. He knows how to connect with team members, motivate them, and make everyone feel valued. His performance management skills have helped our team excel, as he sets high standards, offers guidance, and holds everyone accountable.
Cyrus also excels in keeping the team engaged and accountable. He creates a positive work environment where team members are happy and productive. His approach to consequence management ensures that everyone understands the importance of their actions.
Dhamielyn Altizo-Sarno - Owner and CEO at PRO VA
Cyrus Sampedro has been outstanding as a trainee virtual assistant. He learns and uses new information quickly and is always eager to take on tasks. With great communication and organizational skills, he can be a big help in managing daily tasks and responding to clients. Cyrus is a great team player, and I highly recommend him for any virtual assistant role