Irma Rosario
Concierge
Phoenix,AZ
Summary
Offers a strong background in guest relations with more than 10 years of expertise as Lead Navigator /Concierge. Responsible for all community-related events for high-end urban lifestyle hotel, while creating strong connections with all surrounding businesses.
Overview
11
11
years of professional experience
Work History
Lead Navigator 10-2014 / 8-2020
Renaissance Phoenix Downtown Hotel
Phoenix, AZ
01.2022 - Current
- Provided accurate information regarding local attractions, restaurants and activities.
- Developed strong relationships with local businesses, facilitating exclusive deals for hotel guests.
- Enhanced guest experiences by providing personalized recommendations and assisting with reservations.
- Developed relationships with local businesses to secure discounts and special offers for guests.
- Supported event planning efforts, contributing to the successful execution of memorable occasions.
- Kept up-to-date on industry trends and best practices in order to continually enhance the quality of services offered.
- Served as a reliable resource for fellow team members seeking guidance or assistance in completing tasks related to guest services.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Outreach Sales Coordinator/Prop Assistant
Arbor Drive
Phoenix, AZ
03.2021 - 11.2021
- Identified new business opportunities through cold calling, networking, marketing and prospective leads.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Established relationships with prospects and customers to promote services.
- Developed successful strategies for identifying and converting prospective clients to long-term customers.
- Contributed to event marketing, sales and brand promotion.
- Participated in trade shows and other promotional events to build brand awareness and generate leads.
Front Desk Agent
Marriott Renaissance Phoenix Downtown Hotel
Phoenix, AZ
10.2014 - 03.2016
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Kept accounts in balance and ran daily reports to verify totals.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Issued room keys to guests upon check-in and answered questions regarding proper use.
- Used internal software to process reservations, check-ins and check-outs.
- Prepared reports on guest satisfaction levels and other metrics.
- Identified opportunities for process improvement within the front desk operations, leading to enhanced efficiency without sacrificing quality of service provided to guests.
- Developed and maintained positive relationships with guests for satisfaction.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Education
High School Diploma -
Bloomfield College
Bloomfield, NJSkills
- Guest experiences
- Excellent Multitasks
- Meeting Organization
- Event and Party Planning
- Discreet confidentiality
- Hospitality
- Reservation coordination
- Travel Coordination
- Customer Service
- Networking capabilities
- Proactive attitude
- Administrative Support
- Vendor interaction
- Event Planning
- Strong Work Ethic
- Fluent in Multiple Languages
- Extensive local knowledge
Accomplishments
Successfully hosted many local related events for the hotel in order to build a stronger relationship with the community for serval years.
I have cultivated a strong partnerships with local businesses with-in the heart of downtown Phoenix, which has aide me to provided a memorable guest experience.
Received acknowledgement for my work with the "Spirit to Service" award from Marriott Corporate with in the first 5 years with the company.
I have had the honor to have been featured in a few local Phoenix & Scottsdale Hospitality magazines for my work in creating strong partnerships by using the hotel's resources for both travelers and the local community.
Proud member of the Valley of the Sun Concierge Network, and National Concierge Association. Collaborated with the On Media AZ group for their hospitality magazine AARIVE, now know as Arrived.
Languages
Spanish
Native or Bilingual
Timeline
Lead Navigator 10-2014 / 8-2020
Renaissance Phoenix Downtown Hotel
01.2022 - Current
Outreach Sales Coordinator/Prop Assistant
Arbor Drive
03.2021 - 11.2021
Front Desk Agent
Marriott Renaissance Phoenix Downtown Hotel
10.2014 - 03.2016
High School Diploma -
Bloomfield College