Giselle Santana
Miami,FL
Summary
Solutions-oriented, successful at giving guests special attention and confirming special requests. Fantastic at collaborating with other departments for a superior guest experience. Highly-motivated employee with desire to take on new challenges.
Overview
5
5
years of professional experience
Work History
Front Desk Receptionist
East Miami, Swire Hotels
08.2023 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Collaborated with other departments to ensure smooth inter-departmental communication and coordination of guest needs.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Managed time efficiently in order to complete all tasks within deadlines.
- Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
- Upheld strict security protocols at the front desk by verifying identification and enforcing hotel policies when necessary.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Helped maintain updated records of room availability within computer systems while minimizing overbooking errors.
Front Desk Shift Leader
Midtown Lofts Condominium
09.2022 - Current
- Handled escalated residents concerns and emergencies in absence of manager.
- Worked with housekeeping and maintenance staff to address and resolve building issues.
- Collected monthly assessments, rental fees, deposits and payments.
- Developed strong, professional relationships with residents by delivering exemplary service and engagement.
- Escalated critical issues to property manager to promote immediate resolution.
- Remained aware of construction and maintenance projects and notified to the management and members of the board of project updates, delays and schedule changes.
- Answered calls, emails and responded to inquiries from various parties using strong active listening and open-ended questioning skills to resolve problems.
- Maintained positive working relationship with fellow staff and management.
Hostess
MilyMar Bar-Restaurant
04.2021 - 02.2022
- Greeted customers, answered questions and recommended specials to increase profits.
- Maintained accuracy while handling payments, giving change and printing receipts for customers.
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary.
- Checked with guests to get feedback on food served, resolve issues, bring additional items and refill beverages.
Store Associate
Casa de las Americas
09.2019 - 03.2020
- Welcomed customers, offered to help locate items and suggested merchandise without being intrusive or pushy.
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Stocked, replenished and organized inventory to keep store merchandise fresh.
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
- Computed purchases and received and processed cash or credit payment.
Education
Bachelor's Degree in Accounting And Finance
University of Matanzas
Cuba05.2018
Skills
- Guest Satisfaction
- Concierge Services
- Staff Training
- Customer Service
- Cross-Department Collaboration
- Phone and Email Etiquette
- Problem-solving aptitude
- Task Prioritization
- Multitasking Abilities
Timeline
Front Desk Receptionist
East Miami, Swire Hotels
08.2023 - Current
Front Desk Shift Leader
Midtown Lofts Condominium
09.2022 - Current
Hostess
MilyMar Bar-Restaurant
04.2021 - 02.2022
Store Associate
Casa de las Americas
09.2019 - 03.2020
Bachelor's Degree in Accounting And Finance
University of Matanzas
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