Deborah Nicole Cortez Casco
Miami,FL
Summary
Hardworking with experience assisting visitors by responding to requests and finding appropriate solution to issues. Demonstrated positive attitude to adapt to any situation. Strong attention to detail along with terrific telephone and email etiquette.
Service-oriented Guest Service Representative with a strong background in hospitality and customer service. With proven skills in problem-solving, effective communication, and conflict resolution, consistently ensure guest satisfaction and loyalty. Positively impacted previous workplaces by elevating guest experiences, maintaining high standards of cleanliness and organization, and effectively managing front desk operations.
Overview
6
6
years of professional experience
Work History
Guest Service Representative
Hampton Inn By Hilton
Miami, Florida
12.2024 - Current
- Maintained cleanliness of lobby area throughout shift.
- Promoted loyalty programs to encourage repeat business.
- Promoted high level of guest satisfaction through genuine, enthusiastic and friendly interactions.
- Invited guests to join loyalty programs and special promotions to stay connected.
- Answered incoming calls, took messages, and transferred calls to appropriate personnel.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Arranged tours, taxis or restaurant reservations for customers.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Computed bills, collected payments and made change for guests.
- Input and confirmed reservations for guests.
- Verified customer credit to establish payment method for accommodations.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Night Auditor
Hampton Inn Suites
Miami, FL, FL
12.2024 - Current
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Prepared detailed audit reports at the end of each shift.
- Checked auditing discrepancies by reconciling cash drop and credit card transactions.
- Reported any discrepancies immediately upon discovering them.
- Compiled daily reports on hotel activity such as room occupancy, revenue totals, and other statistics.
- Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews.
Night Auditor
Hilton Garden Inn Hotel
Miami, FL
12.2024 - Current
- Verified that all charges posted were accurate prior to submitting final bills to guests.
- Prepared detailed audit reports at the end of each shift.
Housekeeping Room Attendant
Four Seasons Hotel
Miami Beach, Florida
10.2024 - 12.2024
- Removed trash from rooms and replaced liners to wastebaskets.
- Conducted inventory of linens, cleaning supplies and toiletries and restocked housekeeping carts and storage closets.
- Removed trash, recycling and linens from rooms to transport to designated areas.
- Maintained clean floors throughout property by sweeping, scrubbing and waxing.
- Polished and sanitized floors, counters, bathtubs and window sills.
- Sanitized and cleaned sinks, mirrors, toilets and showers.
- Maintained a clean linen closet by folding sheets neatly on shelves.
- Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Supplied extra towels and toiletries when requested to optimize guest comfort.
- Communicated with customers about requests for additional supplies or cleaning services.
- Delivered ironing boards, baby cribs and rollaway beds to guests' rooms.
- Removed finger marks and smudges from doors, frames and glass partitions to enhance shine.
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Assisting other staff members in completing tasks when needed or requested by management.
- Hanging curtains or drapes prior to departure time if requested by guests.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed day-to-day duties accurately and efficiently.
Front Desk Receptionist
The kitchen lab
Miami, FL
03.2023 - 05.2023
- Handled payment processing and provided customers with receipts and proper bills and change.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Greeted visitors to provide information and direct to appropriate personnel.
- Operated cash register and received payment from customers in cash or credit form.
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
- Greeted customers to take food orders and provide information about menus.
- Served orders to customers at windows, counters and tables.
- Promoted food items, beverages and desserts to increase sales.
- Answered customer questions about food preparation, responding to ingredient and allergen concerns.
Housekeeper/Assistant Housekeeping Supervisor
Fontainebleau Miami
Miami, FL
03.2021 - 12.2022
- Removed finger marks and smudges from doors, frames and glass partitions to enhance shine.
- Adhered to daily cleaning schedules and updated as needed based on demand.
- Supplied extra towels and toiletries when requested to optimize guest comfort.
- Communicated with customers about requests for additional supplies or cleaning services.
- Dusted and polished fixtures and cabinet hardware to maintain sparkling appearance.
- Vacuumed floors and dusted furniture to maintain organized, professional appearance.
- Used cleaning chemicals following proper guidelines.
- Cleaned building floors by sweeping, mopping and scrubbing.
- Monitored cleanliness of lobby, swimming pool and other common areas.
- Maintained well-stocked and well-organized service carts to support efficient and timely cleaning services.
- Replaced sheets and pillowcases daily and used hospitality corners on beds to provide comfort for guests.
- Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
- Sanitized and cleaned sinks, mirrors, toilets and showers.
- Requested maintenance orders to fix non-working equipment and address room damage.
Server
Piola
Miami, FL
11.2018 - 02.2021
- Provided exceptional service to high volume of daily customers.
- Operated POS terminals to input orders, split bills and calculate totals.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Cleaned tables and chairs to prepare dining area for next customers.
- Promoted desserts, appetizers and specialty drinks to optimize sales.
- Arranged place settings with clean tablecloths, napkins and tableware to prepare for incoming guests.
- Responded to ad hoc cleaning duties at end of shift.
Food Runner
Piola
Miami, FL
11.2018 - 02.2021
- Double-checked meals placed in window against customer tickets for accuracy.
- Memorized dining room floor plans and understood seat number system.
- Removed dishes and glasses from tables or counters to take to kitchen for cleaning.
- Assisted hostess by answering phones to take reservations or to-go orders.
- Cleaned up spills and broken glassware and safely disposed of sharp pieces.
- Stocked service stations with ice, napkins and straws.
- Oversaw inventory in buffet and reported replacement needs to kitchen management.
Hostess
Piola
Miami, FL
11.2018 - 02.2021
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Greeted incoming guests to escort to assigned dining area and present menus.
- Greeted guests and gathered information to seat groups or place on waitlist.
- Helped restaurant staff set up small and large events to coordinate smooth execution.
- Took beverage orders and served drinks during peak meal times.
- Explained QR code scanning for electronic menu access.
Education
GED -
English Center
Miami, FL10.2017
Skills
- Inventory Management
- Data Entry and Database Software
- Greeting and Seating Clients
- Customer Service-Oriented
- Positive Attitude and Energetic
- Verbal and Written Communication
- Appointment Scheduling
- Visitor and Customer Relations
- Customer Service
- Package and Mail Receipt
- Email and Telephone Decorum
- Hospitality Services
- Delivery Coordination
- Attention to Detail
- Multitasking and Prioritization
- Check-in coordination
- Concierge support
- Payment processing
- Shift change management
- Room charging
- Inventory monitoring
- Report preparation
- Flexible schedule
- Information protection
- Hotel software expertise
- Cash handling experience
- Reservation processing
- Customer service
- Complaint handling
- Guest relations
- Verbal and written communication
- Room availability
Education and Training
Miami, FL
Contact
Miami, FL 33137
Timeline
Guest Service Representative
Hampton Inn By Hilton
12.2024 - Current
Night Auditor
Hampton Inn Suites
12.2024 - Current
Night Auditor
Hilton Garden Inn Hotel
12.2024 - Current
Housekeeping Room Attendant
Four Seasons Hotel
10.2024 - 12.2024
Front Desk Receptionist
The kitchen lab
03.2023 - 05.2023
Housekeeper/Assistant Housekeeping Supervisor
Fontainebleau Miami
03.2021 - 12.2022
Server
Piola
11.2018 - 02.2021
Food Runner
Piola
11.2018 - 02.2021
Hostess
Piola
11.2018 - 02.2021
GED -
English Center