Justin Maldonado
Homestead
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
1
1
year of professional experience
Work History
Front Desk Agent
Hilton
04.2023 - Current
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Modeled positive attitude and encouraged front desk employees when dealing with difficult guests.
- Responded to customer service inquiries, both in-person and by telephone.
- Assisted manager with guest check-in and check-out and provided customer service.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
Front Desk Agent
Best Western Plus Hotel
06.2022 - 01.2023
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Resolved guest complaints by addressing issues with rooms promptly.
- Organized and maintained work environment to allow for maximum productivity.
- Fixed identified issues to improve workflows.
- Wrote and maintained detailed internal documentation on developed systems.
Front Desk Agent
Hilton
03.2022 - 06.2022
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Created lasting relationships with guests that built loyalty and drove hotel revenue.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Collected room deposits, fees, and payments.
Education
High School Diploma -
Miami Beach High School
Miami Beach, FL06.2021
Skills
- Conflict Management
- Quality Assurance
- Customer Service
- Time Management
- File Management
- Dynamic Communication Skills
Timeline
Front Desk Agent
Hilton
04.2023 - Current
Front Desk Agent
Best Western Plus Hotel
06.2022 - 01.2023
Front Desk Agent
Hilton
03.2022 - 06.2022
High School Diploma -
Miami Beach High School