Opera
Karla Mora Candelario
Jacksonville,NC
Summary
Knowledgeable Guest Services Manager with a 14+ years record of success driving revenue gains through exceptional hospitality management for high-volume hotel operations. Proven skills in developing peak-performing teams that consistently exceed customer satisfaction scores. Interested in opportunity to reverse underperforming business trends.
Overview
14
14
years of professional experience
Work History
Guest Services Manager
La Concha Resort a Renaissance Resort
Condado, PR
10.2018 - 09.2022
- Responsible of 30 or more employees, making schedules, payroll, training to employees and supervisors.
- Supervising supervisors daily tasks and responsibilities.
- Making sure that all tasks are completed by at every shift.
- Solving situations with customers when request higher management.
- Answering emails with guest complains or request.
- Created and delivered effective training materials and courses
- Planned specialized service for elderly or disabled guests, ones with children and VIP guests
- Assisted with check-ins and check-outs during high traffic seasons to deliver excellent customer service
- Led weekly team meetings to communicate upcoming promotions and current metrics
- Reviewed upcoming events and planned for expected challenges
- Reviewed daily bookings, preparing guest rooms prior to arrival
- Monitored customer satisfaction levels through surveys, guest comments and feedback.
- Resolved customer complaints promptly and professionally while ensuring a high level of customer satisfaction.
- Responded to and resolved guest issues or complaints.
Guest Service Supervisor
La Concha Resort a Renaissance Resort
Condado, PR
02.2014 - 10.2018
- Responsible of 30 employees, making schedules, upgrade program incentives, payroll & training to employees.
- Supervising check-in and check-outs procedures with Marriott and Forbes standards as guide.
- Set and managed policies for concierge services and guest relations
Front Desk Assistant Manager
Courtyard By Marriott, PR
Isla Verde, Puerto Rico
04.2011 - 02.2014
- Responsible of 12 employees, making schedules, payroll, training to employees, ordering supplies and MOD.
- Responded to customer service inquiries, both in-person and by telephone
- Monitored front desk staffing hours and scheduled weekly employee shifts
- Welcomed guests and focused on providing positive lodging experience
- Modeled positive attitude and encouraged front desk employees when dealing with difficult guests
- Trained front office staff in fire, life and other emergency procedures
- Anticipated guests' needs and responded to all requests within reasonable amount of time
- Worked with housekeeping team to resolve issues or questions
- Maintained high level of service and hospitality, contributing to corporate service recognition for property
- Resolved guest complaints by addressing issues with rooms promptly
- Collected room deposits, fees and payments
Front Desk Agent/ Guest Service Agent
Courtyard By Marriott
Isla Verde, PR
04.2008 - 04.2011
- Responsible for providing attentive service to all guests approaching front desk. Used internal software to process reservations, check-ins and check-outs
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention
- Responded swiftly to room requests and other inquiries made via establishment website, email or phone
- Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal
- Confirmed relevant guest information and payment methods to prevent fraud
Education
Bachelor of Arts - Humanities, Tourism
University of Puerto Rico
Carolina05-2008
Skills
- Complaint resolution
- Coaching and mentoring
- Documentation and control
- Policy and procedure modification
- Organization and planning
- Staff supervision
- Scheduling
- New-Hire Training
- Hotel information
- Issue handling
- Guest Relations
- Customer Satisfaction
- Front Desk Management
- Customer Relationship Management
- Customer Service Abilities
- Improving Processes
- Personnel Management
- Schedule Setting
Accomplishments
- Graduate of the International Hospitality Enterprise Institute: Fundamentals of Supervision on the Hospitality Industry.
- Nominated as Supervisor of the Year 2012, by the Puerto Rico Hotel & Tourism Association.
- Knowledge in Opera, Marsha and Oscar programs.
- Strong interpersonal skills: working under pressure, working in teams, decision making skills, fast learner, responsible, dynamic and efficient, fast problem solver.
- Forbes Training Standards.
Languages
- Bilingual
- Excellent communication skills in Spanish and English. Fluent English and Spanish
Software
Marsha
Microsoft Word
Excel
References
References available upon request.
Timeline
Guest Services Manager
La Concha Resort a Renaissance Resort
10.2018 - 09.2022
Guest Service Supervisor
La Concha Resort a Renaissance Resort
02.2014 - 10.2018
Front Desk Assistant Manager
Courtyard By Marriott, PR
04.2011 - 02.2014
Front Desk Agent/ Guest Service Agent
Courtyard By Marriott
04.2008 - 04.2011
Bachelor of Arts - Humanities, Tourism
University of Puerto Rico
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