Catherine L Duarte
Miami,FL
Summary
Dynamic Concierge Supervisor at Aroma360 with a proven track record in guest services and team management. Expert in resolving complex complaints and enhancing service quality, leading to improved guest satisfaction. Skilled in performance evaluation and training development, ensuring adherence to company standards and legal requirements.
Overview
4
4
years of professional experience
Work History
Concierge Supervisor
Aroma360
Miami, FL
09.2022 - Current
- Managed and trained the concierge team to ensure exceptional service.
- Handled complex guest inquiries, including financial plan cancellations.
- Resolved guest complaints promptly.
- Oversaw quality control, ensuring concierge services aligned with company standards.
- Performed detailed performance reviews.
- Generated team performance reports daily.
- Ensured compliance with company policies and procedures.
- Used Salesforce Administrator to manage customer accounts and relationships, and improve reporting.
- Handled order returns and refund requests using Shopify platform, guaranteeing smooth transactions for customers.
Front Desk Concierge
Faena Hotel Miami Beach
Miami, FL
01.2021 - 08.2022
- Participated in staff meetings to discuss upcoming events, new initiatives or customer service strategies.
- Processed payments using point of sale systems including cash handling and credit card processing.
- Performed administrative tasks such as filing documents, updating databases and preparing correspondence materials.
- Answered telephone calls in a professional manner, and directed calls to appropriate personnel.
- Provided information about hotel services, amenities, local attractions and directions to guests.
- Made reservations for spa treatments, restaurants and golf tee times.
- Greeted guests upon arrival and provided assistance with check-in and check-out procedures.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Education
GED -
Miami Dade College
Miami, FL03-2014
Skills
- Communication skills
- Training and development
- Team management
- Performance evaluation
- Complaint resolution
- Quality control
- Training development
- Problem-solving
- Customer Relations
- Salesforce Administrator
- Shopify experience
Languages
English
Professional
Spanish
Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Concierge Supervisor
Aroma360
09.2022 - Current
Front Desk Concierge
Faena Hotel Miami Beach
01.2021 - 08.2022
GED -
Miami Dade College
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