KEANO PAUL ORTEGA
Monterey
Summary
Dedicated customer service professional with a proven track record of delivering exceptional service, building strong relationships, solving problems, and exceeding expectations. Possessing a versatile skill set, I thrive in any position and contribute to the overall success of an organization.
Overview
10
10
years of professional experience
Work History
Above the Wing Agent
United Ground Express
08.2022 - 12.2024
- Provided exceptional customer service to over 100 passengers daily by addressing inquiries and resolving issues related to flight schedules, ticketing, and baggage claims
- Worked closely with fellow gate agents, security personnel, and airline staff to ensure smooth operations and optimal service delivery
- Prioritized tasks effectively during peak travel periods to ensure timely service and minimize passenger wait times
- Managed the boarding process, ensuring timely and organized boarding of passengers according to airline procedures and protocols
- Coordinated with ground operations to facilitate the smooth loading and unloading of passenger baggage
Rooms Controller Manager
The Historic Hotel Monteleone
01.2022 - 01.2023
- Followed-up with guests to resolve requests or problems to complete satisfaction.
- Processed all guest check-ins, activated room keys and secured valid payments.
- Coordinated check-in and pre-registration procedures for arriving groups.
- Registered guests and relayed pertinent information about available amenities and events taking place at facility.
- Kept accounts in balance and ran daily reports to verify totals.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Supported customers by managing 50 calls per day efficiently while maintaining professionalism and upbeat tone
Lead Front Desk Agent
The Historic Hotel Monteleone
04.2021 - 01.2022
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Executed positive demeanor to each and every visitor approaching front desk.
- Quickly answered calls and routed to proper guest or department using multiline phone system.
Front Desk Agent
Best Western Plus St. Christopher Hotel
03.2019 - 07.2022
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours
Front Desk Agent
The Jung Hotel And Residences
02.2018 - 02.2019
Housekeeping Team Member
Gateway Canyons Resort & Spa
04.2015 - 06.2016
- Exceeded hotel standards for cleanliness by going above and beyond in addressing hidden dirt or grime during routine cleanings.
- Upheld a positive team atmosphere by actively communicating with coworkers and providing assistance when needed.
- Preserved optimal indoor air quality with regular vacuuming, dusting, and window cleaning tasks performed according to schedule.
- Maintained a sanitary environment by regularly disinfecting high-touch surfaces and objects.
Tourism Information and Special Project Unit Office
Department Of Tourism
04.2015 - 06.2015
Education
Bachelor of Science - Tourism Management
De La Salle University
05.2017
Skills
- Guest Reservation Management
- Guest Services Oversight
- Administrative Support
- Customer Inquiry Management
- Strong Telephone Etiquette
- Tailored Reservation Services
- Staff Development
- Proficient in Microsoft Office
- Expertise in Opera
- Visual Matrix Expertise
- Jet and Aero Proficiency
- Jet Bridge Operations
Languages
Tagalog
Native or Bilingual
English
Native or Bilingual
Timeline
Above the Wing Agent
United Ground Express
08.2022 - 12.2024
Rooms Controller Manager
The Historic Hotel Monteleone
01.2022 - 01.2023
Lead Front Desk Agent
The Historic Hotel Monteleone
04.2021 - 01.2022
Front Desk Agent
Best Western Plus St. Christopher Hotel
03.2019 - 07.2022
Front Desk Agent
The Jung Hotel And Residences
02.2018 - 02.2019
Housekeeping Team Member
Gateway Canyons Resort & Spa
04.2015 - 06.2016
Tourism Information and Special Project Unit Office
Department Of Tourism
04.2015 - 06.2015
Bachelor of Science - Tourism Management
De La Salle University
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