Carolina Martinez
Cleveland,OH
Summary
Dynamic hospitality professional with hands-on experience at The Union Club Cleveland, excelling in event coordination and customer service. Proven ability to enhance guest satisfaction through effective problem-solving and bilingual support. Skilled in logistics planning and CRM systems, consistently delivering exceptional results in fast-paced environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Hospitality Management Intern
The Union Club Cleveland
Cleveland, OH
07.2024 - 07.2025
- Assisted in day-to-day operations across departments such as food and beverage, and event coordination.
- Supported management with scheduling, client service, and logistics for private events.
- Gained hands-on experience in high-end customer service and hospitality standards.
- Collaborated with team members to ensure a seamless, personalized member experience.
- Developed skills in communication, problem-solving, and team coordination in a luxury hospitality environment.
Front Desk Receptionist
Melia Hotels International
Bavaro, La Altagracia, Dominican Republic
04.2023 - 07.2024
- Managed reservations, phone inquiries, and guest requests with professionalism and efficiency.
- Handled guest check-ins and check-outs, ensuring smooth and efficient service.
- Managed cash transactions, billing, and daily cash reconciliation.
- Addressed guest complaints and resolved issues promptly to maintain high satisfaction levels.
- Monitored room occupancy and coordinated with housekeeping for room readiness.
- Provided information about hotel services, amenities, and local attractions.
Client Support Representative (Remote)
Wonders Corporation
Santo Domingo , Dominican Republic
02.2019 - 09.2022
- Responded to customer inquiries via phone, email, and chat, ensuring prompt, helpful service.
- Resolved complaints and technical issues with empathy and professionalism.
- Maintained accurate records of customer interactions in CRM systems.
- Collaborated with other departments to escalate and follow up on complex cases.
- Consistently met performance metrics in response time, satisfaction, and resolution rate.
- Real-time English-Spanish and Spanish-English translation.
Education
Bachelor's Degree in Tourism Business Administration - Tourism And Hospitality Management
Universidad Dominicana O&M
Santo Domingo, Dominican Republic07-2023
Skills
- Event coordination
- Customer service
- Cash handling
- Reservation management
- Logistics planning
- Team collaboration
- CRM systems
- Bilingual support
- Problem solving
Accomplishments
- Recognized as Employee of the Month (August 2023 ) for outstanding customer service and operational excellence.
Languages
Spanish
Native/ Bilingual
English
Full Professional
Portuguese
Elementary
Certification
Tools:
- Microsoft Office (Word, Excel, PowerPoint)
- Slack, Teams
- POS Systems (Jonas, Sihot, H.mobile, Opera Cloud)
- Google Workspace
Timeline
Hospitality Management Intern
The Union Club Cleveland
07.2024 - 07.2025
Front Desk Receptionist
Melia Hotels International
04.2023 - 07.2024
Client Support Representative (Remote)
Wonders Corporation
02.2019 - 09.2022
Bachelor's Degree in Tourism Business Administration - Tourism And Hospitality Management
Universidad Dominicana O&M
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