Dariel Rocha
Miami
Summary
Dynamic and results-oriented professional with a proven track record at Home2Suites/Tru by Hilton Blue Lagoon, enhancing guest satisfaction and streamlining operations. Expert in customer service and data management, leveraging analytical mastery and problem-solving skills to drive efficiency and foster strong guest relationships. Fluent in English and Spanish, adept at elevating service standards and operational excellence.
Hospitality professional prepared to bring extensive customer service experience to new role. Proven ability to handle guest inquiries and issues efficiently while maintaining positive atmosphere. Reliable team player with strong focus on collaboration and adaptability to changing needs. Notable skills include effective communication and problem-solving.
Overview
3
3
years of professional experience
Work History
Data Management Analyst
Polyclinic Medical Center North
01.2022 - 08.2023
- Conducted thorough audits of existing databases to identify inconsistencies, redundancies, and areas for improvement.
- Streamlined data management workflows for increased efficiency through automation and process improvements.
- Assisted in the design of custom-built applications tailored to meet the unique needs of different departments within the organization.
- Reduced manual data entry errors by creating user-friendly templates and standardized input formats.
- Delivered accurate and timely reporting by automating report generation processes and establishing clear deadlines for data submission.
- Acted as a trusted resource for the resolution of data-related issues, working closely with other analysts to troubleshoot problems and develop creative solutions.
- Formulated techniques for quality data collection to meet expected adequacy, accuracy and legitimacy targets.
- Implemented document management solutions with primary focus on document control, distribution and knowledge management.
- Tested software applications and systems to identify enhancement opportunities.
- Collaborated with multi-functional roles to communicate and align development efforts.
- Enhanced data quality by implementing stringent data validation processes and error-checking procedures.
- Optimized data storage, consolidating multiple databases into a single, centralized system.
- Delivered consistent support during critical business decisions through accurate presentation of data insights and trends.
- Improved data quality by implementing rigorous validation and verification processes.
- Enhanced data security with stringent access control measures and regular audits.
Front Desk Agent
Home2Suites Doral
09.2023 - 06.2024
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Enforced policies and procedures to increase efficiency.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Coordinated with vendors for repair and maintenance of hotel.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Facilitated welcoming environment, greeting guests upon arrival.
- Trained new staff members in customer service techniques and hotel operations.
Front Desk Agent
Home2Suites/Tru by Hilton Blue Lagoon
06.2024 - Current
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Enforced policies and procedures to increase efficiency.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Answered customer telephone calls promptly and appropriately handled needs.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Maintained clean and organized front desk areas to uphold polished company image.
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Facilitated smooth guest experiences by coordinating with multiple departments across the property.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Kept accounts in balance and ran daily reports to verify totals.
- Answered multi-line phone system and enthusiastically greeted callers.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Monitored hotel's budget and financial records.
- Managed inventory of front desk supplies, keeping essential items well-stocked.
- Ensured accurate billing and payment processing, reducing errors and guest disputes.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
High School Diploma -
IPU Nguyen Van Troi
495F+HJV, Cuba09-2021
Skills
- Customer service
- Guest services
- Problem-solving skills
- Cash handling
- Hospitality services
- Credit and cash payments
- Oral and written communications
- Administrative skills
- Microsoft office
- Sales expertise
- Payment oversight
- Transaction processing
- Analytical mastery
- Data entry
- Nightly audits
- Fluent in English and Spanish
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Front Desk Agent
Home2Suites/Tru by Hilton Blue Lagoon
06.2024 - Current
Front Desk Agent
Home2Suites Doral
09.2023 - 06.2024
Data Management Analyst
Polyclinic Medical Center North
01.2022 - 08.2023
High School Diploma -
IPU Nguyen Van Troi
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