Kleyris Katherine Heras
Kissimmee
Summary
Dynamic Front Desk Supervisor at Star Island Resort and Club, skilled in elevating guest satisfaction through impactful communication and optimized operations.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
Star Island Resort and Club
Kissimmee
10.2025 - Current
- Trained and mentored new front desk staff on customer service standards.
- Supervised front desk operations to ensure efficient guest check-in and check-out.
- Managed reservations system to coordinate room availability and fulfill guest requests.
- Conducted training sessions on safety protocols and emergency procedures for team members.
- Collaborated with housekeeping to maintain accurate room status updates for guests.
Front Desk Agent
Star Island Resort And Club
Kissimmee
03.2024 - 10.2025
- Managed check-in and check-out processes, enhancing guest satisfaction.
- Streamlined front desk operations for faster service delivery.
- Resolved guest issues promptly, generating positive feedback and repeat visits.
- Maintained accurate records of guest information and reservations using hotel management software.
- Handled incoming calls professionally, directing inquiries to appropriate personnel.
- Built customer loyalty through personalized service and effective communication skills.
Night Auditor
Springhill Suites By Marriott
06.2023 - 02.2024
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Generated and printed daily financial reports to track hotel performance.
- Looked over pending check-ins and payment processes to complete closing procedures.
- Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
- Entered and updated sensitive customer information during check-ins and room changes.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Income Tax Consultant
Value Tax Services, Services
01.2021 - 10.2023
- Conduct reviews of customer's prepared tax documents to reduce errors, missed tac benefits and provide a largest possible returns
- Facilitate communication between clients and tax authorities
- Prepared and reviewed federal and state income tax returns in accordance with applicable tax laws
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance
- Calculated estimated tax payments for clients.
- Completed and filed returns with tax departments at local, state, and federal levels.
- Maintained complete records of client tax returns and supporting documentation in secured areas.
- Interviewed clients to obtain additional information on taxable income, deductible expenses and allowances.
- Utilized tax software to prepare returns and meet deadlines.
Customer Service Associate
H&M Clothing
01.2018 - 04.2021
- Worked flexible schedule and extra shifts to meet business needs
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Greeted customers entering store and responded promptly to customer needs
- Restocked and organized merchandise in front lanes
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy
- Answered questions about store policies and addressed customer concerns
- Worked closely with shift manager to solve problems and handle customer concerns
- Built relationships with customers to encourage repeat business
- Utilized internal software and tools to meet customer needs and resolved issues promptly
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
A.A.S - Information Technology
Stella And Charles Guttman Community College/CUNY
New York, NY06.2021
High School Diploma -
The James Baldwin High School
New York, NY06.2018
Skills
- Microsoft Word, Outlook, Excel, PowerPoint, and Google Canvas
- Research and navigation
- Communications Strategies
- Closing Procedures
- Workload balancing
Certification
CPR
Languages
English
Professional
Spanish
Professional
Timeline
Front Desk Supervisor
Star Island Resort and Club
10.2025 - Current
Front Desk Agent
Star Island Resort And Club
03.2024 - 10.2025
Night Auditor
Springhill Suites By Marriott
06.2023 - 02.2024
Income Tax Consultant
Value Tax Services, Services
01.2021 - 10.2023
Customer Service Associate
H&M Clothing
01.2018 - 04.2021
A.A.S - Information Technology
Stella And Charles Guttman Community College/CUNY
High School Diploma -
The James Baldwin High School