Leandro Galvis
Miami,FL
Summary
- Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
- Hospitality professional prepared to bring extensive customer service experience to new role. Proven ability to handle guest inquiries and issues efficiently while maintaining positive atmosphere. Reliable team player with strong focus on collaboration and adaptability to changing needs. Notable skills include effective communication and problem-solving.
- Experienced with managing guest interactions and front desk operations. Utilizes effective communication to address and resolve guest concerns promptly. Strong understanding of hospitality protocols and maintaining welcoming environment.
- Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression.
- Friendly candidate with passion for providing excellent customer service and facilitating guest satisfaction. Hardworking and flexible individual takes reservations, assigns rooms and handles payments. Outstanding multitasker with in-depth knowledge of travel planning software.
Overview
7
7
years of professional experience
Work History
Front Desk Agent
Sonesta Miami Airport Hotel
01.2024 - Current
- Collected room deposits, fees, and payments.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Assisted guests in making informed decisions on local attractions, dining options, and transportation services.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Mentored new hires on best practices at the front desk ensuring they were properly trained and equipped to excel in their roles.
- Handled emergency situations with calmness and efficiency, ensuring guest safety.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Enforced policies and procedures to increase efficiency.
Front Desk Supervisor
Holiday Inn
03.2022 - 01.2024
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Monitored front areas so that questions could be promptly addressed.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Front Office Assistant
Marriot Hotel
02.2018 - 12.2021
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Responded to inquiries from callers seeking information.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Reviewed and updated customer information in database for accuracy.
- Coordinated master schedule by booking and rescheduling appointments and balancing workloads.
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Supported staff members with administrative tasks, improving productivity across various departments.
- Facilitated seamless communication between departments by routing calls and relaying messages accurately and in a timely manner.
- Enhanced office efficiency by organizing and maintaining filing systems for critical documents.
- Increased customer service success rates by quickly resolving issues.
Education
Associate of Science - General Studies
Miami Dade College
Miami, FL06.2018
High School Diploma -
Westland Hialeah High School
Hialeah, FL05.2016
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Hospitality services
- Time Management
- Credit and cash payments
- Guest Relations
- Hospitality service expertise
- Guest accommodations
- Administrative Skills
- Reservation Systems
- Front Desk Management
- Computer Skills
- Problem-Solving
- Detail Oriented
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Front Desk Agent
Sonesta Miami Airport Hotel
01.2024 - Current
Front Desk Supervisor
Holiday Inn
03.2022 - 01.2024
Front Office Assistant
Marriot Hotel
02.2018 - 12.2021
Associate of Science - General Studies
Miami Dade College
High School Diploma -
Westland Hialeah High School
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