Christian Aponte

Front Desk Agent
Holiday Inn Club Vacations, Kissimmee, FL
February 2025 – Present

• Serve as the primary point of contact for guests, delivering outstanding service by managing the check-in and check-out process, ensuring smooth transitions and creating memorable first and last impressions.
• Coordinate with various departments, including housekeeping and concierge services, to ensure seamless guest experiences, anticipating needs and proactively addressing any special requests.
• Oversee room reservations and booking inquiries, managing availability, upgrades, and special accommodations, and effectively handling high-priority and VIP guest requests to enhance their stay.
• Resolve guest concerns and complaints with tact and professionalism, ensuring swift and effective resolution, while maintaining brand standards of service excellence.
• Process financial transactions, including room payments, deposits, and refunds, maintaining accuracy and adherence to company policies.
• Supervise and mentor junior front desk staff, providing guidance on operational procedures, guest service protocols, and troubleshooting.
• Maintain detailed records of guest interactions, feedback, and incident reports, ensuring accurate documentation for follow-up and future guest relations.
• Collaborate with management to identify operational efficiencies and implement improvements, contributing to the ongoing enhancement of guest services and operational standards.
• Uphold the highest standards of cleanliness, organization, and presentation at the front desk and lobby areas, reinforcing a welcoming and professional environment for guests.

• Delivered exceptional guest service by ensuring seamless guest experiences, addressing inquiries, and resolving service issues in a timely and professional manner.
• Managed a variety of food and beverage operations, overseeing quality control to ensure consistency and high standards for all orders prepared and served.
• Supervised the cleanliness and organization of auditoriums, lobby areas, and hallways, upholding the theater's commitment to providing a pristine environment for all patrons.
• Trained and mentored new team members, providing guidance on customer service standards, operational procedures, and food service protocols.
• Processed guest transactions, including ticket sales and food orders, while maintaining accuracy and efficiency in a fast-paced, high-volume environment.
• Acted as a liaison between front-line staff and management, ensuring communication between departments and elevating operational processes to enhance guest satisfaction.
• Coordinated the delivery of food and beverages to guests in theaters, providing exceptional table-side service and addressing any special needs or concerns with professionalism.

• Ensured the safety and well-being of guests by overseeing poolside activities, anticipating potential hazards, and responding swiftly and calmly to emergencies.
• Provided first-responder services, including first aid and CPR, ensuring the safety of guests during medical incidents and providing immediate support in emergency situations.
• Facilitated guest engagement by delivering excellent customer service, addressing poolside inquiries, and resolving concerns with courtesy and efficiency.
• Enforced pool safety regulations, educating guests on rules and maintaining a safe and comfortable environment for recreational activities.
• Managed and monitored the cleanliness and safety of the pool area and surrounding facilities, identifying hazards and reporting maintenance needs to management.
• Worked collaboratively with other team members to ensure coordinated responses during peak periods, contributing to smooth operations and exceptional guest experiences.