Summary
Overview
Work History
Education
Skills
Languages
Timeline
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EVELYN R. NUÑEZ

Summary

Professional with strong background in hospitality management, prepared to excel in guest services and team leadership. Proven track record in enhancing guest experiences, improving operational efficiency, and fostering collaborative work environment. Skilled in conflict resolution, staff training, and multitasking, with flexible approach to dynamic situations. Reliable, results-driven, and adept at maintaining high standards in service delivery.

Overview

19
19
years of professional experience

Work History

Administrative Assistant

Pritchard Industries LLC
03.2023 - Current
  • Kept reception area clean and neat to give visitors positive first impression.
  • Greeted incoming visitors professionally and provided friendly, knowledgeable assistance.
  • Contributed to a professional office environment by greeting visitors courteously and directing them to the appropriate personnel or resources.
  • Answered multi-line phone system, routing calls, delivering messages to staff.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Completed forms, logs, and records to quickly handle all documentation for human resources. (Hiring Package)
  • Supported HR activities by assisting with recruitment process, including scheduling interviews and organizing candidate information.
  • Guided new hires through onboarding process, ensuring seamless integration into company culture.
  • Created onboarding schedules to enhance employee preparedness and reduce time to productivity.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards, such as I-9 verification documents.

Customer Service Cashier

Dollar Tree Stores Distribution
07.2020 - 03.2023
  • Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Met customer service goals and exceeded customer expectations.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
  • Developed and managed relationships with customers to increase customer loyalty.
  • Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
  • Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
  • Processed returns and exchanges with care, adhering to store policies while prioritizing customer satisfaction.
  • Coordinated with stock team to ensure product availability at checkout area, optimizing customer's shopping experience.

Assistant Spa Manager

Breathless Resort & Spa
10.2013 - 03.2020
  • Greeted spa guests warmly to create positive first impression of establishment.
  • Managed inventory effectively, ensuring adequate stock levels while minimizing waste and costs.
  • Trained new staff members on proper procedures, techniques, and customer service standards to maintain consistent quality across all services.
  • Organized special events such as holiday promotions or group bookings, ensuring smooth operations during high-traffic periods.
  • Regularly reviewed industry trends and competitor offerings to stay informed on best practices in spa management techniques and innovations in treatments or products available in the market.
  • Improved customer satisfaction by consistently providing exceptional service and maintaining a welcoming spa environment.
  • Developed marketing materials for promotions and events, driving awareness of the spa''s offerings within the local community.
  • Maintained cleanliness and hygiene standards across all areas of the spa, contributing to a safe and comfortable environment for both staff and clients.
  • Increased employee morale by implementing team-building activities and encouraging open communication among staff members.
  • Handled client issues professionally, resolving concerns quickly to maintain positive relationships with customers.
  • Enhanced overall spa experience for guests by creating tailored treatment plans based on individual needs and preferences.
  • Fostered strong relationships with clients, resulting in increased repeat bookings and referrals.
  • Streamlined appointment scheduling processes to increase efficiency and reduce wait times for clients.
  • Assisted in increasing spa revenue through effective upselling and promotion of additional services and packages.
  • Implemented safety protocols and ongoing training to ensure compliance with industry regulations and standards, promoting a safe environment for both employees and clients.
  • Worked closely with other departments within the facility to ensure seamless coordination of guest experiences from arrival through departure.
  • Assisted in developing a comprehensive budget plan for the spa, helping drive financial success and sustainability.
  • Led spa tours for new members to familiarize guests with services provided.
  • Recommended spa treatments and services, boosting sales and bringing in new clientele.
  • Developed and implemented marketing and promotional strategies to increase awareness of spa and attract new customers.
  • Oversaw calendar to manage team schedule and keep shifts appropriately staffed.
  • Conducted regular staff meetings, informing team members of new spa services and policies.
  • Handled high priority clients while managing day-to-day activities of spa and employees to maximize profits.
  • Trained and supervised spa staff on best practices, sales techniques and customer service.
  • Generated reports to track spa performance and make recommendations for improvement.

Assistant Spa Manager

Iberostar Grand Hotel
08.2010 - 06.2011
  • Managed inventory effectively, ensuring adequate stock levels while minimizing waste and costs.
  • Trained new staff members on proper procedures, techniques, and customer service standards to maintain consistent quality across all services.
  • Streamlined appointment scheduling processes to increase efficiency and reduce wait times for clients.
  • Assisted in increasing spa revenue through effective upselling and promotion of additional services and packages.
  • Implemented safety protocols and ongoing training to ensure compliance with industry regulations and standards, promoting a safe environment for both employees and clients.
  • Implemented regular staff evaluations to identify areas for improvement, leading to increased team performance overall.
  • Collaborated with the Spa Manager to develop new treatments and services, keeping offerings fresh and competitive.
  • Assisted in developing a comprehensive budget plan for the spa, helping drive financial success and sustainability.
  • Led spa tours for new members to familiarize guests with services provided.

Concierge Representative

Iberostar Grand Hotel
09.2006 - 08.2009
  • Greeted guests upon arrival by providing warm welcome.
  • Handled guest complaints with professionalism, resolving issues quickly to maintain high levels of satisfaction.
  • Streamlined front desk operations for improved efficiency and reduced wait times for guests.
  • Maintained up-to-date knowledge of area attractions and events to provide accurate information to guests.
  • Efficiently handled high volumes of phone calls while maintaining a calm demeanor under pressure.
  • Collaborated with team members to ensure consistent delivery of exceptional customer service.
  • Monitored lobby appearance, keeping it clean and welcoming at all times.
  • Conducted regular audits of available resources such as maps and brochures, maintaining a well-stocked concierge desk.
  • Assisted in organizing special events, resulting in memorable experiences for hotel patrons.
  • Enhanced guest satisfaction by promptly addressing inquiries and providing personalized recommendations.
  • Proactively identified opportunities to enhance the overall guest experience by anticipating their needs.
  • Managed reservations for dining establishments, tours, and entertainment venues on behalf of guests.
  • Trained new concierge staff members on hotel procedures, policies, and best practices in customer service.
  • Provided seamless check-in and checkout experiences, ensuring all guest needs were met during their stay.
  • Contributed to increased guest loyalty through personalized attention and tailored recommendations.
  • Coordinated transportation arrangements, ensuring punctual arrivals and departures for guests.
  • Developed strong relationships with local vendors, securing exclusive discounts and promotions for guests.
  • Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
  • Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
  • Greeted guests upon arrival and offered directions to key amenities to cultivate quality hotel experiences.
  • Maintained front desk's concierge book to provide visitors with access to relevant local information.
  • Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
  • Maintained high level of professionalism and discretion when dealing with guests.
  • Provided accurate information regarding local attractions, restaurants and activities.
  • Upheld hotel policies and procedures by providing high level of customer service.
  • Scheduled and confirmed restaurant reservations for guests.
  • Facilitated and coordinated transportation services for guests.
  • Assisted with luggage handling, valet services and concierge services.
  • Supported local sports teams, museums, restaurants, and other tourist-oriented spots by promoting events to hotel guests.
  • Provided each guest with list of resort's upcoming activities and events upon check-in to enhance stays.

Education

BBA - Administration Of Tourism And Hotels

Norde Stana Catholic University
San Francisco, DR
01-2007

No Degree - Costumer Service/Licensed Leader/INFOTEP

Institute of Professional Technical Training
San Francisco, Dominican Republic
01.2007

Skills

  • Customer service
  • Data entry
  • Computer skills - Windows 10
  • Microsoft Office Suite
  • Administrative support
  • Time management
  • File organization
  • Clerical support - Recordkeeping
  • Onboarding - ClearCo
  • UKG Pro
  • 1-9 Verification / Background Check
  • Guest relations management
  • Reservation management
  • Tourism industry awareness
  • Concierge services
  • Front office operations
  • Guest relations
  • Housekeeping management

Languages

Spanish
Native or Bilingual
English
Full Professional

Timeline

Administrative Assistant

Pritchard Industries LLC
03.2023 - Current

Customer Service Cashier

Dollar Tree Stores Distribution
07.2020 - 03.2023

Assistant Spa Manager

Breathless Resort & Spa
10.2013 - 03.2020

Assistant Spa Manager

Iberostar Grand Hotel
08.2010 - 06.2011

Concierge Representative

Iberostar Grand Hotel
09.2006 - 08.2009

BBA - Administration Of Tourism And Hotels

Norde Stana Catholic University

No Degree - Costumer Service/Licensed Leader/INFOTEP

Institute of Professional Technical Training

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EVELYN R. NUÑEZ