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, NY01.2018
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