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
Norfolk, VA
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
New Orleans, LA
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
New Orleans, LA
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
New Orleans, LA
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
New Orleans, LA
02.2018 - 02.2019
Housekeeping Team Member
Gateway Canyons Resort & Spa
Gateway, CO
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
NCR, Philippines
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