ANTONIO DEL PUERTO
Antioch,CA
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Hard working, Organized and dependable candidate capable of managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Reliable Installer with 3 years of experience in Commercial and Residential pool maintenance as well as Customer Service Skills. Ability to Follow directions and complete tasks accurately. Ability to adapt in a fast paced environment.
Overview
4
4
years of professional experience
Work History
Front Desk Guest Service Agent
Double Tree Hilton
04.2024 - Current
- Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
- Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
- Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
- Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
- Handled sensitive customer information securely, ensuring the protection of personal data while processing payments or updating records.
- Trained new front desk agents in proper procedures, contributing to a consistently high level of service across the team.
- Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Assisted guests with special requests, such as booking tours or making dinner reservations, to enhance their stay.
- Managed phone lines effectively, directing calls to appropriate departments and taking detailed messages when necessary.
- Coordinated with maintenance staff to address any reported issues in guest rooms or common areas swiftly.
- Proactively anticipated guest needs, providing thoughtful recommendations for local attractions or amenities based on individual preferences.
- Maintained a clean and welcoming front desk area to create a positive first impression for guests.
- Consistently received positive feedback from guests on service quality, contributing to an overall boost in hotel reputation.
- Answered multi-line phone system and enthusiastically greeted callers.
- Used internal software to process reservations, check-ins and check-outs.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Kept accounts in balance and ran daily reports to verify totals.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
Pool Maintenance Technician
Commercial Pool Systems
07.2023 - Current
- Ph Testing, Chemical Cleaners, Pool operations, Sample Checking; tested and balanced pool chemicals, Technical Documentation, Supply Maintenance, Filter and Heater maintenance, Cleaning Methods and stain prevention, Vacuumed pool, brushed walls, Filter maintenance, assembling and repairs, Brushed pool walls and floors to reduce algae, Machine operations, pvc piping, Machine setups, facility maintenance and repair, Hazardous Chemical Handling, Installing Electrical Systems and Programming for Pumps and Heaters, Removing old plumbing and Plumbing in new pipe for Pool systems, Service calls, equipment repairs.
Pool Technician
Thomas Wagnor
06.2020 - Current
- Scheduled Maintenance, Testing Devices Obtained water readings and adjusted water chemistry to keep pool clean and sanitized.
Delivery Driver
DoorDash
04.2023 - 07.2023
- Completed on time deliveries, utilizing map systems and most efficient travel routes, Safely Delivered packages to residential and office settings, Completed rush deliveries and provided excellent customer service.
Construction laborer
Steven Hatton Construction
05.2021 - 01.2022
- Basic laborer duties, demolition, clean up
- Supply maintenance, Utilized hammers, saws, squares, levels, and fastening devices to complete projects, Loaded, unloaded, and moved material to and from storage.
Education
DeLaSalle High School
Skills
- Cash Handling
- Credit and cash payments
- Customer Service
- Hospitality services
- Front Office Support
- Transaction Processing
- Reservations
- Conflict Management
- Registration
- Guest accommodations
- Guest Registration
Timeline
Front Desk Guest Service Agent
Double Tree Hilton
04.2024 - Current
Pool Maintenance Technician
Commercial Pool Systems
07.2023 - Current
Delivery Driver
DoorDash
04.2023 - 07.2023
Construction laborer
Steven Hatton Construction
05.2021 - 01.2022
Pool Technician
Thomas Wagnor
06.2020 - Current
DeLaSalle High School