Estefania Soto- Bermudez
Saint Cloud,FL
Summary
Hospitality worker with 4 years’ experience of exceeding guest expectations and resolving complex customer inquiries. Proven to lead and follow a team and keep guests satisfied. Responsible, knowledgeable, technically savvy. Committed and enthusiastic candidate to continuously improve and learn and secure a position that will enable to demonstrate strengths for an excellent job performance.
Overview
4
4
years of professional experience
Work History
Housekeeping Supervisor
Loews Sapphire Falls Resort
11.2022 - Current
- Lead and guide and assist team members in checkouts, check-ins, and stay over service.
- Assist guest with amenity and service requests work closely with Front Office, Bell Services, Star Services using HOTSOS and Opera and Outlook
- Improved overall guest satisfaction by consistently maintaining clean and organized rooms and common areas.
- Conducted regular room inspections to verify compliance with housekeeping standards.
Front Office Supervisor
Loews Sapphire Falls Resort
01.2022 - 11.2022
- Help and delegate and resolve guests’ situations.
- Help manage and lead team members to be their best in guest services
- Standardized office structures and processes to promote collaboration and increased performance.
- Achieved high-quality service by maintaining open communication channels among team members.
Front Desk Agent
Loews Sapphire Falls Resort
05.2021 - 01.2022
- Greet guests and respond to guest inquiries, requests and issues in timely, personable and efficient manner
- Identified opportunities for process improvement within the front desk operations, leading to enhanced efficiency without sacrificing quality of service provided to guests.
- Used internal software to process reservations, check-ins and check-outs.
- Collected room deposits, fees, and payments.
Lobby Concierge/Club Level Concierge
Loews Royal Pacific Resort Hotel By Universal
11.2019 - 05.2021
- Use Opera, HotSOS, Outlook
- Responded to guest inquiries to maximize guest satisfaction.
- Managed concierge desk operations efficiently while maintaining professional demeanor under high-pressure situations or peak occupancy periods.
- Creating welcoming atmosphere in lobby area by maintaining cleanliness, offering refreshments, and engaging with guests as they entered or exited property.
Interim Guest Services Coordinator/ Bell Person
Loews Royal Pacific Resort Hotel By Universal
06.2020 - 12.2020
- Transferred luggage, bags and other items from vehicles and main lobby to and from guest rooms with wheeled cart.
- Explained important features of guest rooms to travelers.
- Upheld hotel policies and procedures by providing high level of customer service.
Interim Star Service
Loews Royal Pacific Resort Hotel By Universal
06.2020 - 12.2020
- Operate HotSOS to fulfill guest requests, work closely with housekeeping for amenities, prep room service, food deliveries and set up amenities
Education
Bachelor of Science - Hospitality Management
Rosen College of University of Central Florida
Orlando, FL08.2022
Associate of Arts - General Studies
Valencia College
Kissimmee, FL01.2019
Skills
- Staff Training
- Facility Inspection
- Presentation Skills
- Customer Service
- Safety and security
- Staff evaluations
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Housekeeping Supervisor
Loews Sapphire Falls Resort
11.2022 - Current
Front Office Supervisor
Loews Sapphire Falls Resort
01.2022 - 11.2022
Front Desk Agent
Loews Sapphire Falls Resort
05.2021 - 01.2022
Interim Guest Services Coordinator/ Bell Person
Loews Royal Pacific Resort Hotel By Universal
06.2020 - 12.2020
Interim Star Service
Loews Royal Pacific Resort Hotel By Universal
06.2020 - 12.2020
Lobby Concierge/Club Level Concierge
Loews Royal Pacific Resort Hotel By Universal
11.2019 - 05.2021
Bachelor of Science - Hospitality Management
Rosen College of University of Central Florida
Associate of Arts - General Studies
Valencia College
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