Lorena Henriquez
Kissimmee,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. Fluent in multiple languages, ensuring diverse guest needs are met with excellence.
Overview
5
5
years of professional experience
Work History
Housekeeper
Best Western Hotel
10.2019 - 12.2019
- Followed daily cleaning schedule to prepare for arrival of guests and meet deadlines.
- Cleaned bedrooms, bathrooms and living spaces to comply with sanitation and hygiene standards.
Front Desk Agent
Best Western Hotel
01.2020 - 07.2020
- 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.
- Maintained clean and organized front desk areas to uphold polished company image.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Coordinated group bookings successfully, handling all logistics from reservation confirmation to departure arrangements.
Front Desk Supervisor
Best Western Hotel
07.2020 - 09.2022
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- 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.
- Scheduled and assigned daily work and activities for team members.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
Housekeeping Manager
Crowne Plaza
10.2022 - 05.2023
- Worked with front desk to respond promptly to all guest requests.
- Managed inventory levels effectively, ensuring adequate supplies for daily operations while minimizing waste and costs.
- Communicated repair needs to maintenance staff.
- Conducted regular performance evaluations for housekeeping staff, identifying areas for improvement and providing constructive feedback for professional development.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Investigated customer complaints promptly, seeking timely resolutions to maintain positive guest experiences throughout their stay at the hotel.
- Completed schedules, shift reports, and other business documentation.
Front Desk Agent
Springhill Suites By Marriott
06.2023 - Current
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained high levels of guest privacy by securely managing personal information.
- Assisted in training new front desk agents, sharing best practices and procedures.
Education
No Degree - Photography
Altos De Chavon
Dominican Republic05.2018
Bachelor of Arts - Digital Marketing
UNAPEC
Dominican Republic08.2019
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Cash Handling
- Front Desk Management
- Training and mentoring
- Marketing
- Foreign Languages
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Front Desk Agent
Springhill Suites By Marriott
06.2023 - Current
Housekeeping Manager
Crowne Plaza
10.2022 - 05.2023
Front Desk Supervisor
Best Western Hotel
07.2020 - 09.2022
Front Desk Agent
Best Western Hotel
01.2020 - 07.2020
Housekeeper
Best Western Hotel
10.2019 - 12.2019
No Degree - Photography
Altos De Chavon
Bachelor of Arts - Digital Marketing
UNAPEC
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