Karla Polanco
Las Vegas
Summary
Hospitality professional with a Bachelor's degree in Hotel Administration, and hands-on experience in luxury hotel operations, front desk services, and event coordination. Proven ability to deliver personalized guest experiences, resolve concerns efficiently, and collaborate across departments to ensure seamless operations. Bilingual in English and Spanish; detail-oriented, adaptable, and committed to exceeding guest expectations in high-volume environments.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service
TTEC
Las Vegas
12.2024 - Current
- Delivered personalized bilingual customer service, addressing inquiries with professionalism and discretion.
- Resolved complex guest issues efficiently while maintaining a calm and courteous demeanor.
- De-escalated concerns using empathetic communication aligned with luxury service standards.
- Accurately documented interactions while ensuring confidentiality and data protection.
Front Desk & Guest Service Intern
Sublime Samana Hotel & Residences
09.2023 - 12.2023
- Provided luxury front desk service including check-in/out, guest inquiries and personalized assistance.
- Anticipated guest needs and resolved concerns promptly to ensure an elevated stay experience.
- Assisted with event planning and coordinated logistics to meet high-end guest expectations.
- Collaborated with concierge, housekeeping and F&B teams to ensure seamless service delivery.
Hotel Operations Intern
Dreams Macao Beach Punta Cana
07.2022 - 09.2022
- Rotated through luxury hotel departments including front desk, housekeeping, events and F&B.
- Supported guest check-in/out, reservations and personalized service requests.
- Coordinated with housekeeping to ensure room readiness and guest satisfaction.
- Assisted with event setup and service evaluation to uphold luxury standards.
Line Cook
Brunch | Coffee | Bistro
02.2023 - 09.2023
- Ensured consistent quality of food preparation by implementing standardized recipes and cooking techniques.
- Maintained exceptional cleanliness and food safety standards in a premium dining environment.
- Collaborated closely with service staff to support a refined guest dining experience.
- Accommodated special dietary requests with precision and attention to detail.
Catering & Events Assistant
Veintitrè Catering & Banquet Management
01.2023 - 03.2023
- Supported the execution of high-end corporate and private events, ensuring service excellence and attention to detail.
- Coordinated event timelines, setup and breakdown to deliver seamless guest experiences.
- Assisted with menu customization based on guest preferences and dietary requirements.
- Maintained immaculate presentation and organization of banquet and catering areas.
Banquet & Catering Support
Central American Integration System (SICA)
12.2022 - 12.2022
- Provided food and beverage service for diplomatic and executive-level guests during SICA 2022.
- Maintained professionalism, discretion, and composure in high-profile environments.
- Supported coordinated service delivery, aligned with international protocol standards.
Pastry Assistant | Line Cook | Customer Service
Veintitrè Shop House
09.2022 - 12.2022
- Assisted in the preparation of premium desserts while maintaining presentation standards.
- Delivered warm, attentive customer service in a high-end hospitality setting.
- Managed multiple tasks efficiently while maintaining service quality.
- Ensured cleanliness and organization in compliance with food safety regulations.
Education
BBA - Hotel Administration, F&B Concentration
Pontifical Catholic University Madre Y Maestra
Dominican Republic01.2024
Skills
- Event planning and coordination
- Banquet and catering operations
- PMS / POS systems (LobbyPMS)
- Customer service and conflict resolution
- Multitasking and adaptability
- Microsoft Office
- Hospitality industry knowledge
- Bilingual English and Spanish
Certification
- Alcohol Awareness Training
- ServSafe Certified Food Protection Manager
Timeline
Bilingual Customer Service
TTEC
12.2024 - Current
Front Desk & Guest Service Intern
Sublime Samana Hotel & Residences
09.2023 - 12.2023
Line Cook
Brunch | Coffee | Bistro
02.2023 - 09.2023
Catering & Events Assistant
Veintitrè Catering & Banquet Management
01.2023 - 03.2023
Banquet & Catering Support
Central American Integration System (SICA)
12.2022 - 12.2022
Pastry Assistant | Line Cook | Customer Service
Veintitrè Shop House
09.2022 - 12.2022
Hotel Operations Intern
Dreams Macao Beach Punta Cana
07.2022 - 09.2022
BBA - Hotel Administration, F&B Concentration
Pontifical Catholic University Madre Y Maestra