Dennisse Murillo- Mejia
Atlantic City
Summary
Proactive Guest Service Expert with extensive experience in reservation management, guest relations, and seamless payment processing. Successfully implemented training programs and resolved guest complaints effectively, contributing to increased customer satisfaction and loyalty. Skilled in concierge services, issue resolution, and maintaining professional communication across hotel departments.
Overview
3
3
years of professional experience
Work History
Guest Service Expert
Sheraton Convention Center Hotel
07.2022 - Current
- Managed reservation systems accurately, reducing instances of overbooking or booking errors leading to greater guest satisfaction.
- Implemented training programs for new team members to ensure consistent delivery of exceptional guest service.
- Assisted guests with special requests, such as room upgrades or late check-outs, to exceed expectations and create memorable experiences.
- Provided excellent concierge services by arranging transportation services when required along with booking restaurant reservations as per the guest''s preferences.
- Utilized extensive knowledge of local attractions and services to provide tailored recommendations for guests based on their interests.
- Resolved guest complaints swiftly and effectively, ensuring ongoing customer satisfaction.
- Developed strong relationships with repeat guests, fostering loyalty and promoting return visits.
- Maintained effective communication between front desk staff and other hotel departments, facilitating smooth operations throughout the property.
- Created welcoming and comfortable environment for guests.
- Maintained high level of professionalism and discretion when dealing with guests.
- Greeted guests upon arrival by providing warm welcome.
Hostess
Tacos El Tio
02.2022 - 05.2022
- Answered customer questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Maintained a clean and welcoming environment, ensuring the comfort of guests throughout their visit.
- Trained new hostesses on customer service best practices and restaurant policies to maintain high standards of service.
- Reduced wait times for guests by effectively coordinating with other team members during peak hours.
- Answered phone calls to take orders, give information and document reservations.
Ticket Cashier
Steel Pier
03.2021 - 08.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
Education
High School Diploma -
Atlantic City High School
Atlantic City06.2023
Skills
- Multitasking proficiency
- Strong empathy
- Exceptional communication
- Cash handling expertise
- Guest Relations
- Complaint Handling
- Professional Appearance
- Tourism industry knowledge
- Customer Service
- Computer Skills
- Flexible Schedule
- Guest accommodations
- Payment Processing
- Issue Resolution
- Financial Transactions
- Reservation Processing
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
- Organizational Skills
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Guest Service Expert
Sheraton Convention Center Hotel
07.2022 - Current
Hostess
Tacos El Tio
02.2022 - 05.2022
Ticket Cashier
Steel Pier
03.2021 - 08.2021
High School Diploma -
Atlantic City High School
Similar Profiles
Nylah WalkerNylah Walker
Assistant Front Desk Manager at Sheraton Hotel / Koury Convention CenterAssistant Front Desk Manager at Sheraton Hotel / Koury Convention Center
Luisa DelagdoLuisa Delagdo
Front Desk Supervisor at Sheraton Hotel & Convention CenterFront Desk Supervisor at Sheraton Hotel & Convention Center
Sumaira NusratSumaira Nusrat
Executive Administrative Assistant at Sheraton Grand Bengaluru Whitefield Hotel & Convention CenterExecutive Administrative Assistant at Sheraton Grand Bengaluru Whitefield Hotel & Convention Center