Belen Francia
Hawthorne,CA
Summary
Hospitality professional skilled in creating memorable guest experiences and maintaining high standard of service. Proven ability to manage guest interactions efficiently, ensuring seamless experience. Committed to team collaboration and adapting to dynamic environments, with focus on communication and problem-solving.
Overview
13
13
years of professional experience
Work History
Gate Host
Private Suites
08.2024 - Current
- Greeted members and drivers warmly upon arrival.
- Maintained confidentiality of information regarding clients and company.
- Reduced waiting times for visitors by implementing more efficient check-in process.
- Improved workflow by introducing more efficient document handling and organization practices.
- Completed all tasks in compliance with company policies and procedures.
- Maintained good communication with team members for any needs or support.
Passenger Service Agent
Envoy Air (American Airlines)
06.2021 - Current
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Demonstrated adaptability by adjusting quickly to changes in flight schedules or gate assignments.
- Announced flight status updates and information about gate changes over PA system.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Processed and secured unclaimed luggage.
- Conducted thorough inspections of damaged luggage claims, assessing repair feasibility or compensation eligibility accordingly.
- Greeted passengers in claim area and helped retrieve luggage.
Driver
Uber
01.2017 - 09.2024
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
Passenger Service Agent
TAS-Total Airport Services- (Spirit Airlines)
05.2017 - 05.2021
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Announced flight status updates and information about gate changes over PA system.
- Tagged baggage and routed to appropriate location for loading and screening.
- Increased overall efficiency by cross-training in various roles within the airport terminal operations team.
- Managed ticket sales and reservation inquiries, utilizing thorough knowledge of fare structures and pricing strategies.
- Rescheduled flights, issued refunds and assisted passengers with alternative travel arrangements.
Swing/Department Manager/Assistant Manager
McDonald's
07.2012 - 01.2017
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Defined clear targets and objectives and communicated to other team members.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Education
AA Degree - Computer Science
El Camino College
06.2013
High School -
Hawthorne High School
06.2009
Skills
- Proficient in Microsoft Office
- Fluent in Spanish and German Beginner in Portuguese
- Team collaboration
- Multitasking proficiency
- Effective time management
- Customer service
- Team player mentality
Languages
Spanish
Native or Bilingual
German
Professional Working
Timeline
Gate Host
Private Suites
08.2024 - Current
Passenger Service Agent
Envoy Air (American Airlines)
06.2021 - Current
Passenger Service Agent
TAS-Total Airport Services- (Spirit Airlines)
05.2017 - 05.2021
Driver
Uber
01.2017 - 09.2024
Swing/Department Manager/Assistant Manager
McDonald's
07.2012 - 01.2017
High School -
Hawthorne High School
AA Degree - Computer Science
El Camino College
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