DELFINO PEREZ
Austin,tx
Summary
Experienced and reliable customer service officer with extensive experience providing assistance in a busy call center setting. Strong dedication to helping customer resolve issues and cultivating positive image of the company. Excel in both team environments and alone. Proven ability to listen attentively, solve problem quickly and efficiently and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.
Overview
2
2
years of professional experience
Work History
Front Desk Manager
Woodspring Suites
08.2023 - 12.2023
- Enhanced guest satisfaction by efficiently addressing and resolving concerns during their stay.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
- Collaborated with housekeeping and maintenance departments to ensure rooms were ready in a timely manner.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Implemented policies and procedures to maintain compliance with brand standards and local regulations.
- Increased repeat business by providing exceptional service and promptly handling guest feedback.
- Optimized room inventory management, resulting in reduced overbooking occurrences.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Developed strong relationships with corporate clients, securing long-term contracts for group bookings.
- Promoted upselling opportunities to maximize revenue through available add-ons and packages.
- Improved staff communication through regular meetings, leading to enhanced teamwork and overall efficiency.
- Assisted guests with special requests, creating memorable experiences that encouraged positive reviews on social media platforms.
- Maintained an organized workspace at the front desk, contributing to a professional atmosphere that welcomed guests upon arrival.
- Coordinated with sales department to identify potential leads from incoming inquiries.
- Utilized property management software effectively for booking management, reporting, and tracking performance metrics.
- Ensured data accuracy through regular audits of guest profiles.
- Supported revenue management strategies by closely monitoring occupancy rates and adjusting room pricing accordingly.
- Established strong rapport with returning guests while building new connections with first-time visitors.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Prioritized safety protocols by enforcing security measures at all entrance points.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Front Desk Executive
Staybridge Suites Hotel
10.2022 - 08.2023
- Enhanced guest satisfaction by providing exceptional customer service at the front desk.
- Streamlined check-in and check-out processes for improved efficiency and reduced wait times.
- Managed high call volumes, addressing inquiries and directing calls to appropriate departments.
- Assisted guests with reservation modifications, cancellations, and special requests.
- Facilitated group bookings for conferences or events, coordinating logistics with relevant departments to ensure seamless experiences.
- Conducted regular inventory audits of office supplies, maintaining stock levels as needed.
- Updated room availability in real-time using property management software systems for accurate reservations data.
- Anticipated guest needs by offering assistance proactively, exceeding expectations during their stay.
- Participated in weekly team meetings to discuss performance metrics, addressing areas of improvement together as a team.
- Promoted hotel amenities and upsold additional services such as spa treatments or dining options.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Front Desk Receptionist
Holiday Inn Express Hotel Suites
03.2022 - 10.2022
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Streamlined office operations for improved productivity with effective organization and communication skills.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Developed strong working relationships with team members, fostering a positive work environment.
- Assisted management in implementing new policies and procedures, contributing to overall operational improvements.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Provided exceptional customer service by addressing inquiries and resolving issues in a timely manner.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Collaborated with other departments to ensure smooth inter-departmental communication and coordination of guest needs.
- Maintained accurate records of visitor logs for security purposes and compliance with company policies.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Coordinated meeting room reservations and set-up requirements for various events or conferences held onsite.
- Spearheaded office supply inventory management, reducing costs by identifying necessary items before depletion occurred.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
Hostess Manager
KING SHARK
11.2021 - 03.2022
- Enhanced customer satisfaction by ensuring a welcoming and organized restaurant environment.
- Streamlined reservation process for increased efficiency and improved guest experience.
- Mentored hostess team members, fostering professional growth and strong teamwork.
- Increased table turnover rate by effectively managing seating arrangements and guest flow.
- Fostered a positive work atmosphere, promoting open communication between staff and management.
- Implemented effective training programs for new hostess staff, resulting in reduced learning curves and increased productivity.
- Managed high-pressure situations with poise, maintaining excellent customer service during peak hours.
Education
High School Diploma -
Pecos High School
Pecos, TX07.2008
Skills
- Team Training
- System Updates
- Rate Changes
- Operations Oversight
- Team Building and Supervision
- Employee Training
- Reservations Management
- Policy Enforcement
- Registration Processing
- Corporate Branding
- Hospitality Services
- Automated Telephone Systems
- Documentation and Reporting
- Customer Service
- Quality Assurance
- VIP Guest Relations
- Conflict and Issue Documentation
- Room Assignments
- Delegating Work Assignments
- Payment Oversight
- Inventory Oversight
- Transportation Information
- Safety and Security Procedures
- Computer Reservations Systems
- Process Improvement
- Cash Control
- Daily Reporting
- Event Coordination
- Customer Service Expertise
- Coaching and Mentoring
- [Language] Fluency
- Credit and Cash Payments
- Conflict Management
- Problem-Solving Skills
- Strategic Planning
- Sales and Upselling
- Confirmations and Cancellations
- Effective Planning
- Hospitality Management
- Registration
- Business Development
- Bookkeeping
- Complaint Management
- Time Management
- Scheduling and Calendar Management
- POS System Operation
- Check-In and Check-Out Procedures
- Marketing and Promotions
- Administrative Support
- Cash Handling
- Marketing
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Front Desk Manager
Woodspring Suites
08.2023 - 12.2023
Front Desk Executive
Staybridge Suites Hotel
10.2022 - 08.2023
Front Desk Receptionist
Holiday Inn Express Hotel Suites
03.2022 - 10.2022
Hostess Manager
KING SHARK
11.2021 - 03.2022
High School Diploma -
Pecos High School