Leticia Querevalu
Knoxville,TN
Summary
Guest-oriented professional with a strong background in hospitality. Specializing in front desk operations and reservation management. Known for effective problem-solving and creating positive relationships with guests and staff. Eager to contribute towards creating a positive customer experience.
Overview
7
7
years of professional experience
Work History
Front Desk Agent
Marriott
08.2023 - Current
- Managed guest check-in/check-out procedures and payments through the PMS Marriott system.
- Informed guests about all hotel amenities and followed Marriott Standards.
- Answered guest phone calls and added all the requests into the GXP Marriott System.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Answered customer telephone calls promptly and appropriately handled needs.
- Kept accounts in balance and ran daily reports to verify totals.
- Assisted in increasing hotel occupancy rates through proactive upselling of rooms, packages, and additional services.
Hotel Trainee
Hilton
07.2022 - 07.2023
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing their needs.
- Collaborated with housekeeping staff to ensure rooms were clean and well-maintained for guest comfort.
- Provided support during peak periods by efficiently managing front desk tasks such as reservations, inquiries, and phone calls.
- Assisted colleagues during busy times or staff shortages as needed, demonstrating a strong team-player mentality.
- Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
- Inspected rooms.
- Reported lost items.
Reservations Agent
Casa Andina Hotels
10.2021 - 06.2022
- Took reservations over the phone or emails for guests and provided confirmation information.
- Streamlined workflow for quicker response times, ensuring that clients received accurate information and prompt assistance.
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Responsible for making reservations for travel agencies, companies, and individual customers.
- Assisted in training new hires on proper procedures.
Reservation Agent
Westin Hotel
01.2019 - 09.2020
- Utilized reservation software MARSHA .
- Answered incoming phone calls/emails and developed a friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided customers with information about the availability and pricing of the 6 different hotels.
- Maintained awareness of the types of rooms available in different resort locations
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
Front Desk Agent
Westin Hotel
11.2016 - 01.2019
- Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
- Streamlined front desk operations for improved efficiency and faster service delivery.
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Collected room deposits, fees, and payments.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Enforced policies and procedures to increase efficiency.
- Promoted hotel brand's loyalty program .
Education
Bachelor of Management Studies -
Cenfotur
Lima, Peru04.2021
Skills
- Guest service
- Team work
- Proactive
- International standards
- Empathic
- Quick learner
Timeline
Front Desk Agent
Marriott
08.2023 - Current
Hotel Trainee
Hilton
07.2022 - 07.2023
Reservations Agent
Casa Andina Hotels
10.2021 - 06.2022
Reservation Agent
Westin Hotel
01.2019 - 09.2020
Front Desk Agent
Westin Hotel
11.2016 - 01.2019
Bachelor of Management Studies -
Cenfotur