Kathiavenia Dupiche
Hollywood,FL
Summary
Customer-oriented Rooms Controller with excellent front desk management and communication skills. Adept at addressing guests' needs and going the extra mile to provide exceptional service. Methodical and organized with proven multitasking abilities. Offering 2 years and more of hotel industry experience. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking, high-skilled, dedicated, respectful and responsible team player. Also looking to
Overview
8
8
years of professional experience
Work History
Rooms Controller
Ritz Carlton South Beach
2023.09 - Current
- Monitored booking channels to identify trends and make informed decisions for room allocation.
- Processed all guest check-ins, activated room keys and secured valid payments.
- Monitored hotel's budget and financial records.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Implemented appropriate booking strategies to verify reservation accuracy and provide service excellence.
- Managed room inventory effectively to minimize overbooking situations.
- Developed reports on key performance indicators to track progress toward occupancy goals and identify areas for improvement.
- Liaised with housekeeping staff to verify service and maintenance of hotel standards.
- Communicated proactively with housekeeping staff to ensure timely room turnovers.
- Upheld strict data privacy standards when handling sensitive guest information during the reservation process or billing inquiries.
- Coordinated with maintenance teams on necessary repairs or improvements, keeping rooms in optimal condition for guest comfort.
- Participated in cross-departmental meetings to collaborate on initiatives aimed at enhancing overall guest experience throughout their stay at the hotel property.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Enhanced guest satisfaction by efficiently allocating rooms and managing reservation requests.
- Coordinated check-in and pre-registration procedures for arriving groups.
- Trained new employees on standards and hotel procedures.
- Optimized room occupancy rates with strategic planning and coordination among departments.
- Provided backup support during peak times by assisting front desk operations such as answering phones, processing reservations, or addressing walk-in inquiries.
- Followed-up with guests to resolve requests or problems to complete satisfaction.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Maintained up-to-date knowledge of hotel policies, procedures, and promotions for seamless service delivery.
- Trained new team members on room controlling procedures, fostering a positive work environment.
- Ensured accurate billing for guests by verifying charges and applying appropriate discounts or packages as needed.
- Learned and adapted quickly to new technology and software applications.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked effectively in fast-paced environments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Gained strong leadership skills by managing projects from start to finish.
- Identified issues, analyzed information and provided solutions to problems.
- Applied effective time management techniques to meet tight deadlines.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
Guest Relations Associate
Ritz Carlton South Beach
2022.11 - 2023.09
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained high level of professionalism and discretion when dealing with guests.
- Fostered positive relationships with guests through personalized interactions and genuine hospitality.
- Promoted hotel services by creating awareness among guests about available amenities and special offers.
- Contributed to revenue growth by upselling room upgrades and additional services when appropriate.
- Exceeded guest expectations by proactively anticipating needs and offering personalized solutions, creating memorable experiences that encourage repeat visits.
- Created welcoming and comfortable environment for guests.
- Trained new Guest Relations Associates, promoting a consistent standard of excellence within the team.
- Maintained accurate records of guest preferences, enabling tailored experiences during subsequent visits.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Learned and adapted quickly to new technology and software applications.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Skilled at working independently and collaboratively in a team environment.
- Gained extensive knowledge in data entry, analysis and reporting.
- Make the guest feel welcomed by personalizing their entire stay through any celebration
Guest Experience Expert
Ritz Carlton South Beach
2021.11 - 2022.12
- Greeting and thanking guests in a sincere, friendly manner
- Anticipating and addressing guests' needs and resolving their problems and complaints and retain guests.
- Streamlined check-in process for improved efficiency and reduced wait times.
- Assisted guests with check-ins, account inquiries, and any additional services needed.
- Investigated guest challenges and sources of dissatisfaction to offer timely resolution.
- Contributed to the development of promotional materials highlighting hotel features and amenities, attracting potential guests through targeted marketing efforts.
- Maintained accurate and up-to-date records of guest information.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Developed strong rapport with guests, creating a positive atmosphere conducive to return visits.
- Handled guest complaints with tact and empathy, resulting in successful conflict resolution.
- Maintained high level of professionalism and discretion when dealing with guests.
- Resolved sources of dissatisfaction and implemented processes to prohibit future service obstacles.
- Responded to guest inquiries to maximize guest satisfaction.
- Managed check-in and check-out procedures for guests.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Upheld hotel policies and procedures by providing high level of customer service.
- Resolved problems, improved operations and provided exceptional service.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Worked well in a team setting, providing support and guidance.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Retail Sales Associate
Home Depot
2019.02 - 2021.03
- Good customer service and good listening skills
- Teamwork and resolve problems by offering the best solutions possible.
- Helped customers complete purchases, locate items, and join reward programs.
- Participated in storewide audits, ensuring accuracy of inventory counts and identifying areas for improvement in stock management processes.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Answered questions about store policies and addressed customer concerns.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Provided constructive feedback during team meetings, fostering collaboration among colleagues towards shared objectives in-store performance improvements.
Tutor
Americorps excellence StEM Miami dade college
2018.06 - 2019.01
- Be in contact with high school and college student and help them with their homework related to science and math.
- Motivated students with accurate feedback and positive reinforcement.
- Collaborated with students to complete homework assignments, identify lagging skills, and correct weaknesses.
- Used variety of teaching methods to successfully help wide range of students.
- Tutored diverse groups of students to strengthen subject comprehension, boost confidence and build important learning skills.
Retail Sales associates
follet company
2016.11 - 2017.02
- Contributed to store revenue growth through consistent cross-selling and add-on sales techniques.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Maintained a clean and inviting store environment for enhanced customer experience.
- Handled cash register transactions accurately, ensuring seamless checkout experiences for customers.
Secretary Assistant
Income Tax
2016.06 - 2016.08
- Promoted a positive image of the organization through clear communication both internally with colleagues and externally with clients.
- Entered data into system and updated customer contacts with information to keep records current.
- Order office supplies and provide general support to visitors.
- Assisted coworkers and staff members with special tasks on daily basis.
- Increased staff productivity with efficient meeting coordination and streamlined agenda preparation.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Answered multi-line phone system and enthusiastically greeted callers.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
Education
Bachelor of Science - BS, Biology/ Biological Sciences -
Florida International University
ASSOCIATE OF ARTS - AA, BIOLOGY -
MIAMI DADE COLLEGE
01.2020
Skills
- Team Building and Teamwork and Team Leadership
- Trilingual: Creole, French, and English
- Guest Satisfaction and customer Service and Presentation Skills
- Multitasking and Fast Learner
- Creating solutions and resolve problems
- Energetic and passionate
- Computer Skills/ Microsoft/ Data Analysis/ Data Entry
- Reservation systems proficiency
- Front office operations/ Operations Management
- Guest Services
- Payment Processing/POS Systems
- Time Management
- Conflict Resolution
References
- Ruth Bionica, colleague, 786-290-9537
- Ritz Carlton South Beach, Front desk, 786-276-4000
Volunteer Experience
- Volunteer in feeding in South Florida
- Certificate in first-Aid
- Volunteering in cleaning the beach
Timeline
Rooms Controller
Ritz Carlton South Beach
2023.09 - Current
Guest Relations Associate
Ritz Carlton South Beach
2022.11 - 2023.09
Guest Experience Expert
Ritz Carlton South Beach
2021.11 - 2022.12
Retail Sales Associate
Home Depot
2019.02 - 2021.03
Tutor
Americorps excellence StEM Miami dade college
2018.06 - 2019.01
Retail Sales associates
follet company
2016.11 - 2017.02
Secretary Assistant
Income Tax
2016.06 - 2016.08
Bachelor of Science - BS, Biology/ Biological Sciences -
Florida International University
ASSOCIATE OF ARTS - AA, BIOLOGY -
MIAMI DADE COLLEGE
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