Carmen Aguilar
Intercontinental Hotel
Miami,FL
13
years of professional experience
To obtain a position where I could use my experience and communication skills.
Work History
Guest Service Agent/Trainer
2 Years- Answer questions regarding room types, rates, packages, hotel facilities, and local attractions.
- Process incoming reservation requests, changes, and cancellations via phone, email, and online channels.
- Suggest upgrades, room spa treatments, or special packages to maximize revenue.
- Enter guest data, payment details, and special preferences correctly into property management software.
- Communication: Clear, polite telephone etiquette and strong verbal and written skills.
- Technical Skills: Proficiency in computer navigation and hotel systems like Opera PMS or similar property software.
- Organization: High attention to detail to prevent booking errors and duplicate reservations.
- Experience: Previous customer service, hospitality, or front office experience.
Receptionist/High Value SED expert/Returns
1 Year- Pack, weigh and label completed items for shipment or storage.
- Follow all company guidelines regarding packaging to ensure items arrive at their destination.
- Identify and dispose of defective items before they are shipped to customers.
- Properly use packaging materials, including hand tools, glues, nails, padding, etc.
- Keep complete records of all materials that go through the warehouse.
- Basic shop skills, such as using hand tools.
- Ability to follow verbal and written instructions.
- Strong communication skills with other team members.
- Expert completing SED forms to U.S CUSTOMS.
- Familiar with the system to change accounts.
Guest Service Agent/Supervisor/Trainer
2 Years- Administer check in of all guests and maintain record of all special requests at time of arrival.
- Attend all phone calls and provide all appropriate information to guests and perform pre-assignment of all rooms to guests as well as VIP evaluate all activities of guest services at end of shift.
- Determine and ensure compliance to all key control policies and manage all safe deposit boxes for guests.
- Coordinate and assist concierge in all services to guests and maintain knowledge on all emergency procedures and evaluate all credit limit report on everyday basis and manage room availability efficiently.
- Evaluate everyday status of all hotels and coordinate with various departments such as reservation, sales and valet to ensure optimal level of guest satisfaction.
- Manage and greet all customers efficiently, monitor and resolve all requests and provide all required information such as room rate and directions and assist all in registration process.
- Monitor all check ins and provide guest with room keys, certificates and coupons in welcome folder and evaluate all credit card details prior to acceptance.
- Maintain records of all vouchers and travelers checks and maintain knowledge on all currency conversion rates and provide inputs for same.
- Manage all communication with guests and ensure satisfaction at time of check out and monitor all packages and faxes for guest and divert same to guest room.
- Administer all guest complain and resolve all issues appropriately and within time limit.
- Maintain attendance for all employees and ensure conduct of same on regular basis.
- Administer all registration process for guests and maintain record of all personal information and ensure staff member to accompany guest to room.
Guest Service Representative/Operator/Express check-in
5 Years- Answers incoming calls.
- Directs call to guest rooms, staff, or departments through the switchboard or PBX system.
- Places outgoing calls.
- Receives guest messages and deliver the same to the guest.
- Logs all wake up calls, call requests and performs wake-up call services.
- Provides information about hotel services to guests.
- Understand the telephone operator board or PBX switchboard operations.
- Provides paging services for hotel guests and employees.
- Knows what action to take when an emergency call is required.
- Monitors automated systems including fire alarms and telephone equipment when engineering and maintenance department is closed.
- Assists in reporting telephone equipment or service complaints and problems.
- Following telephone etiquette.
- Trains or assists with training new telephone operators in performance of job duties.
- To be fully aware of and adhere of health an safety, fire and bomb threat procedures.
- Multitasking abilities will always come in handy, because a switchboard operator may be asked to do other jobs as well. Must be polite and courteous while answering the phone.
- Open and close telephone functionality on the hotel software.
- Keep records of calls placed and received by all departments and recording the call charges.
- Setups conference phones in different locations and time zones.
- Update directory information on the front office software.
- Provide relay service for hearing-impaired guests.
- Provides a paging service for hotel guests and employees. Process guest wake-up calls.
Guest Service Agent & In-House Reservations
2 Years- Making reservations for customers based on their various requirements and budgetary allowances.
- Checking the availability of accommodation or transportation on the customers’ desired travel dates.
- Helping plan travel itineraries by suggesting local tourist attractions and places of interest.
- Processing payments and sending confirmation details to customers.
- Sorting out any issues that may arise with bookings or reservations.
- Selling and promoting reservation services.
- Answering any questions customers might have about the reservation process.
- Up-selling, when appropriate, by informing customers of additional services or special packages, such as tour tickets, travel insurance, or upgraded seats/accommodations.
- Providing support to customers who may need to amend or cancel a reservation.
Education
Associate of Science - Hospitality
Skills
Communication
Team Work
Customer Service
Supervisor experience
Employee Trainer
Timeline
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01.2024 - 01.2026Read More
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01.2022 - 01.2023Read More
Guest Service Agent/Supervisor/Trainer
Embassy Suites
01.2021 - 01.2023Read More
Guest Service Representative/Operator/Express check-in
Hilton Downtown
01.2015 - 01.2020Read More
Guest Service Agent & In-House Reservations
Ritz Carlton
01.2013 - 01.2015Read More
Miami Dade College
Associate of Science from Hospitality
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