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
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