Edgar Perez
Chicago,IL
Summary
Front Desk Agent/Concierge with over 9 years of experience in delivering high-quality customer service in bustling hospitality settings. Skilled in critical thinking, problem solving and multitasking, with a proven record of enhancing guest satisfaction through empathy and effective issue resolution. Proficient in using Hilton OnQ, PEP and microsoft software to manage guest interactions and reservations, with a focus on continuous improvement of service quality and guest experiences. Enjoys working closely with team members to deliver positive guest experience.
Overview
9
9
years of professional experience
Work History
Front Desk Agent/Concierge
Homewood Suites & Hilton Garden Inn South Loop
03.2021 - Current
- Resolve guest issues with empathy, enhancing satisfaction for over 200 daily visitors.
- Efficiently manage high guest volumes, maintaining excellent service under pressure.
- Developed strong problem-solving skills, ensuring guest concerns are addressed promptly.
- Orchestrated seamless front desk operations during peak seasons, resolving complex guest requests and maintaining high satisfaction rates through proactive service delivery.
- Developed and implemented systematic approach to guest complaint resolution, resulting in measurable improvement in guest satisfaction scores and positive reviews.
- Coordinated with housekeeping and maintenance teams to ensure swift response to guest needs, creating seamless communication channels across departments.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
Front Desk Agent/Concierge
Hampton Inn Majestic Chicago
07.2016 - 03.2020
- Provided guests with current and exciting information about landmarks and hot spots in the city.
- Booked guest reservations and managed inbound calls on a multi-line phone system with exceptional customer service.
- Greeted and assisted more than one hundred guests upon their arrival to the property.
- Managed service charges to correct guest accounts on Hilton OnQ and PEP.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Supported sales efforts through upselling rooms, amenities, or special packages when appropriate.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
Education
Northeastern Illinois University
Chicago, IL12-2018
Chicago Math & Science Acadamy
Chicago, IL05-2017
Skills
- Guest relations
- Reservation management
- Front desk operations
- Database management
- Adaptability
- Hilton OnQ & PEP
- Customer Service
- Data Entry
- Team Collaboration
- Multitasking
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Front Desk Agent/Concierge
Homewood Suites & Hilton Garden Inn South Loop
03.2021 - Current
Front Desk Agent/Concierge
Hampton Inn Majestic Chicago
07.2016 - 03.2020
Northeastern Illinois University
Chicago Math & Science Acadamy
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