Hospitality professional with over 1 year of experience as a hotel front desk agent and customer service expert. Skilled in providing a warm welcome, managing reservations, efficient check-ins and check-outs, and resolving guest requests or complaints quickly and professionally. Proficient in hotel management systems such as PMS and HMS, as well as handling payments and account reconciliation. Exceptional communication skills, with the ability to work under pressure while maintaining a high level of guest satisfaction. Bilingual in Spanish and English, allowing for seamless interactions with a diverse, multicultural clientele.
Overview
1
1
year of professional experience
Work History
Front Desk Agent
The Marseilles Hotel
Miami Beach, FL
07.2024 - Current
Front Desk Agent
The Bentley Hotel South Beach
Miami Beach, FL
04.2024 - 07.2024
Greeted customers in a professional and friendly manner.
Answered phones, responded to inquiries, and took messages.
Assisted with check-in and check-out procedures for guests.
Processed payments accurately and efficiently.
Resolved customer complaints promptly and courteously.
Provided information about hotel amenities, services, and local attractions.
Maintained cleanliness of lobby area at all times.
Scheduled reservations for groups and special events.
Inputted guest information into computer system accurately and securely.
Verified accuracy of room rates and other charges during check-in process.
Ensured that all safety regulations were followed according to company standards.
Assisted with luggage handling for incoming guests.
Education
Bachelor of Arts - Journalism
Universidad De La Habana
La Habana Cuba
07-2015
Skills
Reservation management and PMS and HMS systems Customer service and problem resolution Phone and in-person guest interaction Payment processing and billing Teamwork and ability to work under pressure Complaint handling and special requests Multilingual: Spanish and English
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