Summary
Overview
Work History
Education
Skills
Timeline
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Amaya Mercado

Brooklyn,NY

Summary

Hardworking front desk professional bringing expertise in reservations, concierge services and department collaboration.

Overview

7
7
years of professional experience

Work History

Front Desk Supervisor

Sonder
09.2023 - Current
  • Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
  • Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
  • Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
  • Developed strong working relationships with other departments within the hotel, fostering efficient communication channels between teams.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Front Desk Hospitality Agent

Sonder
09.2021 - Current


  • Contributed to positive online reviews by delivering outstanding service and attending to guest needs in a timely manner.
  • Trained new staff members on proper customer service and hospitality policies.
  • Collaborate with team members to create and complete building projects to ensure gradual growth within the hotel
  • Demonstrate leadership by staying communicative with my team regarding tasks to ensure guest satisfaction and day to day expectations as HAs
  • Enforced policies and procedures to increase efficiency.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.

Guest Experience Host

Madame Tussauds New York
08.2018 - 06.2019
  • Trained in refusal aversion techniques
  • Worked alongside Loss Prevention to ensure positive profit margin
  • Consistently accurate with monetary transactions
  • Trained in conflict management and conflict resolution
  • Managed stock and inventory
  • Utilized product and consumer purchase knowledge to promote sales
  • Directed guests through museum while creating a comforting, warming environment to secure positive, memorable guest experience

Education

High School Diploma -

Performing Arts & Technology High School
Brooklyn, NY
01.2018

Skills

  • Collaborative Team Member
  • Quick Learner
  • Active Listening Skills
  • Effective Time Management
  • Strong Organizational Skills
  • Customer Service Experience
  • Word and Excel Proficient

Timeline

Front Desk Supervisor

Sonder
09.2023 - Current

Front Desk Hospitality Agent

Sonder
09.2021 - Current

Guest Experience Host

Madame Tussauds New York
08.2018 - 06.2019

High School Diploma -

Performing Arts & Technology High School

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Amaya Mercado