Diego Vergara
Brentwood
Summary
Customer-focused hospitality professional with experience in hotel front desk operations, night auditing, and high-volume food service environments. Skilled in guest relations, reservation management, multi-line phone systems, and POS operations. Known for maintaining professionalism in fast-paced environments while delivering excellent customer service. Bilingual in English and Spanish.
Overview
5
5
years of professional experience
Work History
Night Auditor
South Beach Group Hotels
Miami Beach, FL
06.2024 - 02.2026
- Completed nightly financial audits to ensure accuracy of transactions and Reports
- Managed front desk operations, providing excellent customer service to guests.
- Prepared and distributed daily reports detailing occupancy, revenue, and other key metrics.
- Implemented procedures to improve check-in/check-out efficiency for guests.
- Resolved guest inquiries and complaints promptly, enhancing overall satisfaction levels.
- Maintained security protocols during overnight shifts to safeguard hotel assets.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
Front Desk Agent
South Beach Group Hotels
Miami Beach, FL
01.2022 - 06.2024
- Managed guest check-in and check-out processes efficiently.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Coordinated room assignments and maintained accurate reservation records using hotel management software.
- Assisted in training new front desk staff on procedures and best practices.
- Collaborated with housekeeping to ensure timely room availability for guests.
PBX Hotel Operator
South Beach Group Hotels
Miami Beach, FL
06.2022 - 11.2023
- Managed high-volume incoming calls and ensured prompt guest assistance.
- Coordinated room reservations and maintained accurate booking records.
- Operated PBX system to facilitate seamless communication throughout hotel operations.
- Provided detailed information about hotel services, amenities, and local attractions.
- Resolved guest inquiries and complaints efficiently to enhance satisfaction levels.
- Adapted quickly to changes in hotel procedures or technology, ensuring minimal disruption to service delivery for guests and colleagues alike.
- Kept up-to-date on hotel events and promotions, enabling accurate information dissemination to callers upon request.
Sandwich Artist
Subway
Miami, FL
09.2021 - 01.2022
- Crafted high-quality sandwiches following established recipes and customer preferences.
- Maintained cleanliness and organization of food preparation areas to ensure safety standards.
- Operated point-of-sale system, accurately processing customer orders and handling payments.
- Trained new staff on sandwich preparation techniques and customer service best practices.
- Monitored food safety protocols to comply with health regulations and company policies.
Crew Member
Wendy's
Miami, FL
01.2021 - 06.2021
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Operated cash register efficiently, processing transactions accurately and maintaining balanced till.
- Collaborated with team members to ensure smooth operations during peak hours.
- Maintained cleanliness and organization of dining area, enhancing guest satisfaction.
- Worked front counter, drive-thru and other areas.
Education
High School Diploma -
South Miami Senior High
Miami, FL2022
Skills
- Front desk operations
- Multitasking and organization
- Problem-solving
- Strong work ethic
- Punctual and dependable
- Teamwork and collaboration
- Decision-making
Languages
Spanish
Native or Bilingual
Portuguese
Limited Working
Timeline
Night Auditor
South Beach Group Hotels
06.2024 - 02.2026
PBX Hotel Operator
South Beach Group Hotels
06.2022 - 11.2023
Front Desk Agent
South Beach Group Hotels
01.2022 - 06.2024
Sandwich Artist
Subway
09.2021 - 01.2022
Crew Member
Wendy's
01.2021 - 06.2021
High School Diploma -
South Miami Senior High