Johanan Perez Vera
Dallas,TX
Summary
Determined, recent graduate with hospitality management degree. Highly effective in greeting guests and resolving issues. Looking for position in hospitality industry focused on providing exceptional service. Highly organized Front Desk Receptionist with exemplary multitasking, time management and customer service skills.
Responsible professional willing to go extra mile to assist others with solving problems. Experience delivering customer service and administrative excellence, including clerical support and public interaction. Excels in calendar management, scheduling, data entry and database administration.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Professional and knowledgeable office clerk offering several years of experience in administrative support and customer service. Highly efficient planning, problem-solving, and communication skills.
Overview
4
4
years of professional experience
Work History
Hilton Champion
Hilton
02.2020 - 06.2023
- Managed branding campaigns and event marketing initiatives in print, video, web and social media.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Trained new employees, demonstrating best methods for serving clients and guests.
- Provided exceptional service and assistance to guests upon check-in.
- Increased customer service ratings through personable service.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Collected room deposits, fees, and payments.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Managed lost and found items to assist guests with retrieving belongings.
- Handled wake-up calls to determine guests receive prompt and reliable wake-up services.
- Developed and implemented marketing strategies to promote hotel services.
- Developed and implemented strategies to optimize operational efficiency and maximize profits.
- Supervised team of 6 front desk agents and helped to resolve issues arising during shifts.
- Implemented successful strategies to increase customer satisfaction.
- Planned and executed marketing activities to improve property brand and increase revenue.
- Solicited and reviewed guest feedback and promptly resolved complaints.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Oversaw day-to-day operations of 303-room hotel with staff of 12 employees.
- Established and upheld high standards, promoting great customer service and assistance to guests.
Front Desk Receptionist
Four Points Hotel
09.2019 - 02.2020
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Collected room deposits, fees, and payments.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Entered and updated sensitive customer information during check-ins and room changes.
- Resolved customer problems and complaints.
Education
Bachelor of Hotels And Tourism - Hotel Management
Universidad Lux
08.2021
Skills
- VIP Services
- Check-Ins and Check-Outs
- Maintaining Compliance
- Guest Accounts
- Efficient Service
- Transportation Arrangements
- Shift Coverage
- Maintaining Clean Work Areas
- Issue Identification
- Room Assignments
- Concierge Services
- Room Charges
- Room Booking
- Credit and Cash Transactions
- Guest Service and Assistance
- Hotel Accommodations
- Tourism Management
- Employee Observations
- Hotel Services and Hospitality
- Revenue Generation
- Employee Development
- Guest Experiences
- Hotel Marketing
- Safety Procedures
- Cash Handling
- Serve Guests
- Policies and Procedures
- Travel Coordination
- Credit Card Transaction Processing
- Guest Accommodations
- Staff Training
- Sales
- Guest Complaint Resolution
- Brand Loyalty
- Creative Solutions
- Hotel Reservations
- Reservation Management
- Property Information
- Customer Retention
- Guest Satisfaction
- Customer Service
- Special Promotions
- Service Quality
- Train Staff
- Making Reservations
- Payment Method
- Professional Relationships
- Customer Accounts Management
- Greeting Guests
- Two-Way Radio Operation
- Customer Inquiries
- Rewards Programs
- Multi-Line Phone Systems
- Process Transactions
- Special Requests
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Hilton Champion
Hilton
02.2020 - 06.2023
Front Desk Receptionist
Four Points Hotel
09.2019 - 02.2020
Bachelor of Hotels And Tourism - Hotel Management
Universidad Lux
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