Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic
Denisse LLontop

Denisse LLontop

Miami Beach,FLORIDA

Summary

Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful atmosphere setting. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.

Overview

6
6
years of professional experience

Work History

Front Desk Agent

National Hotel
07.2023 - 03.2024
  • Enhanced guest satisfaction by efficiently managing check-ins and checkouts.
  • Streamlined reservations process for improved accuracy and guest experience.
  • Assisted guests with inquiries and resolved issues promptly, ensuring positive feedback.
  • Collaborated with housekeeping to maintain room readiness, enhancing guest comfort.
  • Handled financial transactions accurately, ensuring proper billing and payment processing.
  • Managed a high volume of calls, directing guests to appropriate departments and services.
  • Trained new front desk staff in hotel policies and procedures, maintaining consistent service standards.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.

Room Controller

Loews Miami Beach Hotel
01.2021 - 05.2023
  • Enhanced guest satisfaction by efficiently allocating rooms and managing reservation requests.
  • Streamlined room assignment processes for improved operational efficiency and guest experience.
  • Optimized room occupancy rates with strategic planning and coordination among departments.
  • Reduced guest wait times, ensuring quick check-in and check-out experiences.
  • Managed room inventory effectively to minimize overbooking situations.
  • Communicated proactively with housekeeping staff to ensure timely room turnovers.
  • Collaborated with the front desk team to resolve any guest issues or special requests promptly.
  • Coordinated with maintenance teams on necessary repairs or improvements, keeping rooms in optimal condition for guest comfort.

Head Concierge

Concierge Hotline LLC.- Tour Agency Miami Beach
02.2018 - 03.2020
  • Enhanced guest experience by promptly addressing inquiries and providing personalized recommendations.
  • Streamlined front desk operations for increased efficiency and improved customer satisfaction.
  • Developed strong relationships with local businesses to secure exclusive discounts and benefits for guests.
  • Trained and mentored new concierge staff, resulting in a knowledgeable and cohesive team.
  • Organized special events for guests, creating memorable experiences and garnering repeat business.
  • Assisted guests with travel arrangements, ensuring seamless transportation experiences.

Education

Associate of Arts - Hospitality Administration And Management

Miami Dade College
Miami, FL
05.2026

Skills

  • Front Office Support
  • Room assignments
  • Safety and security procedures
  • Report Generation
  • Guest Relations
  • Cash Handling
  • Sales expertise
  • Customer Service
  • Oral and written communications
  • Reservations
  • Problem-solving skills
  • Listening Skills
  • Tourism Knowledge
  • Office Organization
  • Team Supervision
  • Adaptability and Flexibility

Languages

English
Full Professional
Spanish
Native or Bilingual
French
Full Professional

Timeline

Front Desk Agent

National Hotel
07.2023 - 03.2024

Room Controller

Loews Miami Beach Hotel
01.2021 - 05.2023

Head Concierge

Concierge Hotline LLC.- Tour Agency Miami Beach
02.2018 - 03.2020

Associate of Arts - Hospitality Administration And Management

Miami Dade College

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