Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

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, IL
12-2018

Chicago Math & Science Acadamy
Chicago, IL
05-2017

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
Edgar Perez