Joana Lacerda
Summary
Two years of valuable experience in front desk operations within the hospitality industry. Demonstrated ability to excel in fast-paced environments while delivering exceptional customer service. Seeking to transition into a human resources role within the same company, leveraging my strong interpersonal skills, attention to detail, and firsthand knowledge of hotel operations to contribute effectively to the HR team.
Overview
8
8
years of professional experience
Work History
Front Desk Agent
Gregory Girtatos
06.2022 - Current
- Implemented marketing and promotional initiatives to increase occupancy.
- Promoted hotel amenities, services, and promotional initiatives to maximize revenue
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Handled incoming calls professionally, directing inquiries to appropriate personnel as needed.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Coordinated with housekeeping, maintenance, and other departments to ensure all needs are met promptly
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
Front Desk Manager
Fernando Carpaneda
09.2016 - 02.2022
- Conducted performance evaluations for staff members, offering constructive feedback and setting goals for improvement.
- Place orders for new inventory, track deliveries, and update stock levels.
- Monitor and manage the budget, tracking expenses and revenue.
- Prepared weekly employee work schedules to meet operational needs.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Kept accounts in balance and ran daily reports to verify totals.
- Fostered a positive working environment, resulting in high employee retention rates.
- Handled customer complaints professionally ensuring swift resolution maintaining client trust and loyalty.
- Negotiated agreements with product vendors, securing competitive pricing and favorable terms for the salon.
- Established relationships with local businesses for cross-promotion opportunities benefiting both parties involved.
- Oversaw inventory management to ensure adequate stock levels of products and supplies.
Education
Bachelor of Arts - Psychology
University of New Hampshire
Durham, NH05.2024
Skills
- Interpersonal Communication
- Organizational skills
- Conflict Resolution
- Employee & Customer Relations
- Training & Development
- Analytical
- Flexible & Adaptable
- Microsoft & Google
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Professional Working
Timeline
Front Desk Agent
Gregory Girtatos
06.2022 - Current
Front Desk Manager
Fernando Carpaneda
09.2016 - 02.2022
Bachelor of Arts - Psychology
University of New Hampshire
Similar Profiles
KRISTINA ADAMSKRISTINA ADAMS
Executive Business Administrator at BILL GREGORY EXCAVATING / GREGORY LAND HOLDINGSExecutive Business Administrator at BILL GREGORY EXCAVATING / GREGORY LAND HOLDINGS
Griffin HallGriffin Hall
Freelancer at Gregory L HallFreelancer at Gregory L Hall
Daylan BadonDaylan Badon
Intern at Gregory ChapmanIntern at Gregory Chapman
Jonya SmithJonya Smith
Front Desk Agent/Front Desk Night Auditor at Holiday Inn Express HotelFront Desk Agent/Front Desk Night Auditor at Holiday Inn Express Hotel
Brice KiserBrice Kiser
Front Desk Agent/Front Desk Supervisor/Server Lead at Highgate HotelsFront Desk Agent/Front Desk Supervisor/Server Lead at Highgate Hotels