Andrea Hernandez
Miami,FL
Summary
Knowledgeable Guest Service Representative experienced in busy hotel settings. Driven and dedicated with focus on delivering exemplary service. Skilled multi-tasker successful at meeting performance objectives and helping team members.
Overview
7
7
years of professional experience
Work History
Guest Experience Representative
Residence Inn By Marriot
01.2023 - Current
- Assisted guests with special requests, ensuring a personalized and memorable stay.
- Participated in continuous training programs to stay up-to-date on industry trends and implement best practices in the role.
- Provided valuable input during team meetings aimed at enhancing overall guest experience strategies within the property.
- Managed reservations accurately, preventing overbooking situations and reservation errors.
- Coordinated with maintenance teams for timely repairs, minimizing inconvenience to guests during their stay.
- Maintained a comprehensive knowledge of local attractions, recommending suitable options for guest entertainment.
- Enhanced guest satisfaction by promptly addressing concerns and providing tailored solutions.
- Collaborated with housekeeping staff to maintain clean, comfortable, and well-stocked rooms.
- Handled guest complaints professionally, resolving issues quickly to restore positive experiences.
- Delivered exceptional customer service by anticipating guests'' needs and proactively offering assistance.
- Trained new Guest Experience Representatives to uphold company standards in customer service excellence.
- Welcomed guests on arrival, displaying professional and friendly approach.
Front of House Supervisor
Rosetta Bakery
07.2017 - 01.2023
- Enhanced customer satisfaction by providing attentive service and addressing concerns promptly.
- Trained new employees on company policies, procedures, and service standards to ensure consistent guest experiences across the team.
- Built relationships with customers to encourage repeat business.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Bussed and reset tables to keep dining room and work areas clean.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Managed high volumes of transactions during peak hours, maintaining accuracy and efficiency under pressure.
- Assisted in managing inventory levels, ensuring adequate stock of supplies for daily operations.
Education
Associate of Science - Hospitality Administration And Management
Miami Dade College
Miami, FL07.2024
Skills
- Strong empathy
- Guest Relations
- Customer Service
- Computer Skills
- Payment Processing
- Knowledge of local area
- Reservation Processing
- Food and Beverage Area Setup
- Cash Handling
- Written and verbal communication
- Refunds and exchanges
- POS system operations
- Staff Training
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Italian
Elementary
Timeline
Guest Experience Representative
Residence Inn By Marriot
01.2023 - Current
Front of House Supervisor
Rosetta Bakery
07.2017 - 01.2023
Associate of Science - Hospitality Administration And Management
Miami Dade College