Jacqueline Laureano
Park City,UT
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. I believe in team work and I thrive in an environment in which I can contribute hard work to a well structured team. I pride myself in taking the initiative and leading when a project when the right opportunity arises. I put all my concentration and effort in doing an excellent job in all the duties that are assigned to me.
Overview
6
6
years of professional experience
Work History
Housekeeping Inspector
Waldorf Astoria Park City
Park City, UT
06.2023 - 10.2023
- Inspected guest rooms to ensure cleanliness, safety standards, and compliance with hotel policy in a 160-room property.
- Coordinated closely with engineering staff to resolve any issues found during inspections.
- Followed up on corrective action plans implemented after previous inspections.
- Responded to complaints from guests regarding cleanliness or service issues in a timely manner.
- Maintained accurate records of room status information such as check-in and check-out dates, special requests.
- Conducted daily inspections of all housekeeping staff work performance to ensure quality assurance.
- Provided guidance and direction to housekeeping staff on cleaning techniques and methods.
- Ensured proper use of cleaning supplies, chemicals, and equipment by housekeeping staff.
- Monitored the storage of linen and other materials in accordance with health regulations.
Front Desk Agent
Montage Deer Valley
Park City, United States Of America
05.2022 - 10.2022
- Ensure proper check-in and check-out procedures following the Hotel requirements and Forbes Five-Star and Five-Diamond standards
- Escorting guests to their rooms, providing full information and services in the property while maintaining a professional relationship to them to enhance their overall experience
- Handle guest complaints effectively and providing proper follow up to accomplish the service recovery
- Answered telephones and greeted visitors to assist, answer questions and direct
- Coordinated with internal departments such as Housekeeping and Engineering to handle wide range of guest needs
- Collaborated with internal team to prioritize and complete guest check-in and check-out and deliver amenities
- Responded to inquiries and room requests made online, by phone and via email
- Posted charges, updated accounts and issued bills to departing guests
Housekeeping Floor Supervisor
Montage Deer Valley
Park City, United States Of America
01.2022 - 05.2022
- Assist in the inspection of assigned areas and learn how to provide feedback to associates on the cleanliness and maintenance of those areas against standards
- When involved in guest room inspections and corrections need to be made, assist management in ensuring the prompt return of clean rooms to reception for incoming guests
- Shadow management and learn how to provide supervision, coaching and training to room and public area attendants
Housekeeping Office Coordinator
Montage Deer Valley
Park City, United States Of America
10.2021 - 01.2022
- Assist in the creation of task lists
- Take guest requests, assign requests and ensure they are fulfilled in a timely manner
- Ensure housekeepers are completing their rooms in a timely manner and reassign workload as needed through the day
- Knowledgeable of hotel housekeeping operations
- Communicate effectively with Guest Reception and Engineering
- Proficient in the use of Opera and Alice
Interpreter
Bilingual LS
Lima, Peru
05.2021 - 09.2021
- Interpreted conference calls and other workplace communications in real-time
- Delivered real-time, accurate oral translations from english to spanish and interpretations for clients
- Identified and resolved conflicts in translation or interpretation of words or concepts
Front Desk Agent
Hilton Lima Miraflores
Lima, Peru
10.2018 - 11.2019
- Accountable for all front desk duties including check ins and check outs of up 80 guests per shift at a 207 room property
- Empowered to solve guest complaints and offer breakfast, lounge access or upgrades as compensation depending on the severity of the issue
- Handle all pre departure billing charges as well as third party credit card charges for incoming reservations
- In charge of processing up-sell commission for all the other front desk agents
- I also worked consistently to motivate them to sell
- Create PM accounts and program routing in Opera for incoming and in-house groups always abiding to instructions on BEOs or sales memos
- Set up all airline crew check ins, print welcome letters and update guest profiles
- Arrange for housekeeping to walk departure rooms that have not paid for late departure after check out time
- Assign rooms for sales site inspections as well as for any new arrival reservations
- Process all walk ins
- Responsible for providing five star service to all external and internal guests
- Responsible for training new front desk employees, shadowing their work and teaching them hotel procedures and Hilton standards
Guest Service Coordinator
Hilton Lima Miraflores
Lima, Peru
08.2017 - 10.2018
- Received rooms service orders and entered the requests on Micros
- Filtered all requests for in coming reservations and printed pre-arrival reports for Food and Beverage, Housekeeping, Maintenance and Front Office
- Programmed and made wake up calls paying special attention to flight crews and their requests
- Coordinated guest amenities including paid amenities requested by third parties
- Generated work orders for maintenance and followed up in the outcome
- Made the internal daily report that had all arrivals, VIPs, birthdays and event information and arranged for it to be delivered to all areas of the hotel
- Answered all guest calls promptly and assisted guests with all their requests including complaints
- Escalated all complaints that I could not solve to the appropriate manager
- Conducted post arrivals calls to ensure the guests where enjoying their accommodations
- Assisted guests in purchasing sundries and toiletries
- Reserved boxed breakfasts and lunches
- Assisted the Front Office Manager as area supervisor when the supervisor had days off
- In this role I scheduled employees, followed up in projects and handled guest issues
Education
Certificate of Achievement: Growth Hacking Marketing -
Universidad Peruana De Ciencias Aplicadas
11.2020
Certificate of Achievement: Hospitality Marketing -
Instituto San Ignacio De Loyola
01.2019
Certificate of Achievement: ELEVATE 1: Critical skills for Managers -
Hilton Lima Miraflores
11.2018
Opera Update Course Hotel Management System -
Universidad San Ignacio De Loyola
11.2018
Bachelor of Hospitality Management -
Universidad San Ignacio De Loyola
05.2016
Bachelor of Management Studies - Exchange Program
Université Paris Dauphine
01.2016
First Certificate in English Test (FCE) -
Asociación Cultural Peruana Británica
03.2015
Certificate of EF Cambridge English Level Test -
EF International Language Centers
08.2014
Global Leadership Skills Course -
Universidad San Ignacio De Loyola
05.2013
Certificate of Achievement of The TOEFL ITP Test -
BritánicaBritánicaAPeruanoónAsociaciónUniversitéInstituto Cultural Peruano Norte Americano (ICPNA)
03.2012
Skills
- Customer Service
- Teamwork and Collaboration
- Problem-Solving
- Verbal and Written Communication
- Multitasking
- Supervision & Leadership
- Reliable & trustworthy
Timeline
Housekeeping Inspector
Waldorf Astoria Park City
06.2023 - 10.2023
Front Desk Agent
Montage Deer Valley
05.2022 - 10.2022
Housekeeping Floor Supervisor
Montage Deer Valley
01.2022 - 05.2022
Housekeeping Office Coordinator
Montage Deer Valley
10.2021 - 01.2022
Interpreter
Bilingual LS
05.2021 - 09.2021
Front Desk Agent
Hilton Lima Miraflores
10.2018 - 11.2019
Guest Service Coordinator
Hilton Lima Miraflores
08.2017 - 10.2018
Certificate of Achievement: Growth Hacking Marketing -
Universidad Peruana De Ciencias Aplicadas
Certificate of Achievement: Hospitality Marketing -
Instituto San Ignacio De Loyola
Certificate of Achievement: ELEVATE 1: Critical skills for Managers -
Hilton Lima Miraflores
Opera Update Course Hotel Management System -
Universidad San Ignacio De Loyola
Bachelor of Hospitality Management -
Universidad San Ignacio De Loyola
Bachelor of Management Studies - Exchange Program
Université Paris Dauphine
First Certificate in English Test (FCE) -
Asociación Cultural Peruana Británica
Certificate of EF Cambridge English Level Test -
EF International Language Centers
Global Leadership Skills Course -
Universidad San Ignacio De Loyola
Certificate of Achievement of The TOEFL ITP Test -
BritánicaBritánicaAPeruanoónAsociaciónUniversitéInstituto Cultural Peruano Norte Americano (ICPNA)
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