JUDITH OQUENDO PEREZ
Kissimmee,FL
Summary
To obtain a position with a company that will allow me to use my experience as well as an opportunity for growth in a professional environment.
Overview
18
18
years of professional experience
Work History
Director of Front Office
Secrets Hideaway Resort-Spa
Kissimmee, FL
03.2023 - 07.2024
- Oversee all Front Desk, Housekeeping, F&B & Playroom attendants as a Manager on Duty
- Order supplies and track inventory in all departments.
- Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with hotel standards
- Resolve guest complaints and concerns.
- Implemented cost-saving measures to maximize efficiency of hotel operations.
- Ensured compliance with legal regulations and safety standards in the workplace.
- Conducted regular performance evaluations to identify areas for improvement among staff members.
- Resolved customer complaints promptly while upholding brand standards of excellence.
- Monitored inventory levels of supplies needed for daily operations such as key cards and linens.
- Organized training sessions for new hires on hotel policies and procedures.
- Managed day-to-day administrative tasks associated with front office operations such as cash flow management.
- Oversaw check-in and check-out processes ensuring accuracy and timeliness of transactions.
Front Desk Manager
Hersha Hospitality Management LP
Orlando, FL
10.2022 - 01.2023
- Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
- Oversee all front office operations in the absence of the Assistant General Manager.
- Remain an active participant at the front desk, including checking in/out guests, preparing bills and handling guest requests.
- Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
- Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
- Participate in lobby ambassador and other activities related to interacting with guests on an individual level. Thus creating a relationship and culture that will result in repeat stays.
Front Desk Manager
Paramount Hospitality Mgmt
Orlando, FL
12.2021 - 10.2022
- Oversee all Front Desk, Concierge, F&B and Bell/Valet Service employees
- Coordinate solutions quickly when guest experience problems in their room by working with housekeeping staff members
- Collect the guest payment using their debit/credit card for any room service at the end of each stay
- Settle all registers at the end of the day.
Front Desk Manager
Hawthorn Suites By Wyndham
Kissimmee, FL
10.2019 - 08.2020
- Schedule and direct the Front Desk staff
- Serve as the General Manager on duty during their absence
- Participate in weekly sales meetings
- Managed inventory and processed order supplies for all departments.
- Participate in the weekly sales meeting.
- Assist in all the front desk agent tasks and duties in their absence. Checking in and out the guest.
- I serve as the housekeeper Supervisor on duties in their absence by creating the housekeeper boards,
inspecting rooms after they have been cleaned.
Patient Care Advocate
Express Scripts Inc
Orlando, FL
10.2017 - 03.2019
- Call center receiving inbound calls, submitting refill requests, answering questions regarding their benefit plan
- Verifying insurance information for all DOD Client
Reservation Agent
Jetblue Airways Corp
Orlando, FL
11.2016 - 10.2017
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Processed customer payments for reservations over the phone.
- Scheduled reservation requests and maintained accurate records of bookings.
- Verified customer information including contact details and payment method.
- Resolved guest complaints by providing exceptional customer service.
Passenger Service Representative
Menzies Aviation
Orlando, FL
01.2016 - 04.2016
- Greeted passengers and provided assistance with check-in procedures.
- Provided customer service to travelers regarding flight schedules, delays, cancellations, and other inquiries.
- Processed ticketing transactions using airline computer systems.
- Managed baggage service office.
Administrative Assistant
Collis Roofing Inc
Longwood, FL
06.2013 - 12.2015
- Scheduling appointments with customers for repair work.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
CUSTOMER SERVICE REPRESENTATIV
SEARS ROEBUCK AND CO
None Selected
09.2011 - 09.2012
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Receivables Management
AT&T Wireless
Orlando, FL
10.2006 - 04.2011
- Inbound and outbound calls
- Process payments on members account
- Suspend and cancel accounts once past due
- Assisted by taking calls from members that requested to speak with supervisor.
Education
High School Diploma -
Manuela Toro Morice High School
Caguas, PR05-2003
Skills
- Very dependable and people oriented
- Work well under pressure and adapt to change very easily
- 10 years of Customer Service experience
- Knowledge on Word, Excel, PowerPoint and Outlook
- Able to operate multiple phone lines
- 50 wpm, able to multi-task Cash handling
- Training and coaching
- Scheduling and calendar management
- Complaint Handling
Timeline
Director of Front Office
Secrets Hideaway Resort-Spa
03.2023 - 07.2024
Front Desk Manager
Hersha Hospitality Management LP
10.2022 - 01.2023
Front Desk Manager
Paramount Hospitality Mgmt
12.2021 - 10.2022
Front Desk Manager
Hawthorn Suites By Wyndham
10.2019 - 08.2020
Patient Care Advocate
Express Scripts Inc
10.2017 - 03.2019
Reservation Agent
Jetblue Airways Corp
11.2016 - 10.2017
Passenger Service Representative
Menzies Aviation
01.2016 - 04.2016
Administrative Assistant
Collis Roofing Inc
06.2013 - 12.2015
CUSTOMER SERVICE REPRESENTATIV
SEARS ROEBUCK AND CO
09.2011 - 09.2012
Receivables Management
AT&T Wireless
10.2006 - 04.2011
High School Diploma -
Manuela Toro Morice High School
Similar Profiles
VIKRANT CHOUDHARYVIKRANT CHOUDHARY
Guest Service Associate at HIDEAWAY BEACH RESORT AND SPAGuest Service Associate at HIDEAWAY BEACH RESORT AND SPA
Tanner MillsTanner Mills
Janitorial Cleaner at Secrets Salon and Day SpaJanitorial Cleaner at Secrets Salon and Day Spa
Sheldon ShirleySheldon Shirley
Telephone Operator at Secrets & Breathless Resorts & SpaTelephone Operator at Secrets & Breathless Resorts & Spa
Daneek GrantDaneek Grant
Admissions/ Customer Service Representative at Funspot America Theme ParkAdmissions/ Customer Service Representative at Funspot America Theme Park
Nicole MisaNicole Misa
Senior Medical Billing Coordinator at New York Integrated RheumatologySenior Medical Billing Coordinator at New York Integrated Rheumatology