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
2022.11 - 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
2022.01 - 2022.11
- 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
2021.05 - 2022.01
- 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
2019.11 - 2021.05
- 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
2020.06 - 2020.12
- 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
2020.06 - 2020.12
- 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
2022.11 - Current
Front Office Supervisor
Loews Sapphire Falls Resort
2022.01 - 2022.11
Front Desk Agent
Loews Sapphire Falls Resort
2021.05 - 2022.01
Interim Guest Services Coordinator/ Bell Person
Loews Royal Pacific Resort Hotel By Universal
2020.06 - 2020.12
Interim Star Service
Loews Royal Pacific Resort Hotel By Universal
2020.06 - 2020.12
Lobby Concierge/Club Level Concierge
Loews Royal Pacific Resort Hotel By Universal
2019.11 - 2021.05
Bachelor of Science - Hospitality Management
Rosen College of University of Central Florida
Associate of Arts - General Studies
Valencia College
Similar Profiles
Daniel NashDaniel Nash
Culinary Supervisor at Loews Sapphire Falls ResortCulinary Supervisor at Loews Sapphire Falls Resort
Elvis DavilaElvis Davila
Engineer II at Loews Sapphire Falls ResortEngineer II at Loews Sapphire Falls Resort
Christopher KufrovichChristopher Kufrovich
Bellman at Loews Sapphire Falls ResortBellman at Loews Sapphire Falls Resort