Luana Frate
Guest Experience Expert
Portland,OR
Summary
Passionate and result-driven guest experience expert. Forbes trained in optimizing guest satisfaction, creating tailored guest experiences, and enhancing loyalty. I am committed to create unique memories and fostering lasting guest relationships. Seeking to leverage my expertise in an elevated environment to contribute to the success of the team.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Front Desk Agent/AYS/VIP Coordinator
JW Marriott Clearwater Beach & Spa
02.2024 - 08.2025
- 4 star Forbes trained.
- Enhanced guest satisfaction by providing timely and courteous front desk service.
- Deliver high-quality personalized service, and handle special requests.
- Coordinate with other hotel departments to arrange personalized service.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Trained new front desk agents; developed a training guide and schedule to enhance best practices and procedures.
- Managed room inventory effectively, ensuring optimal occupancy rates and revenue generation.
- Anticipate guest needs and provide proactive service.
Front Desk Agent/PBX Hotel Operator
Grand Hyatt Tampa Bay
02.2023 - 02.2024
- Efficient communication with housekeeping and maintenance staff to address requests and complaints made by guests.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Used quick response and dynamic service skills to build relationships with guests and improve customer retention rate.
- Assisted in training new front desk agents, sharing best practices and procedures.
WaterSports Manager
Bouyah WaterSports
05.2021 - 11.2022
- Generating work schedule weekly for 15 employees.
- Interviewed and hired employees.
- Overseeing training of all new team members.
- Verified worked hours and ran weekly payroll.
- Sell and schedule daily watersports activities.
- Managed and ensured customer satisfaction and operational efficiency.
Barista Supervisor
Be Well Juice Bar
09.2020 - 02.2021
- Excellent customer service, constantly signing up customers in our reward system.
- Inspired genuine connects with customers bringing in business.
- Managed business when owner traveled, included maintaining inventory stocked, opening and closing store daily.
- Trained new employees.
Education
High School Diploma -
Kihei Charter High School
Kihei, HI 05.2015 - 05.2019
Skills
Speed, efficiency, organization
Guest and associate relations
Leadership
Time management
Problem-solving abilities
Hospitality service expertise
References
- Jewelian Melvin Front Office Manager (904) 536-3193
- Suzanne Stergios: Assistance Front Office Manager (727) 580-1089
- Bobby Roberts: Bouyah Watersports Regional Manager (727) 601-8928
Timeline
Front Desk Agent/AYS/VIP Coordinator
JW Marriott Clearwater Beach & Spa
02.2024 - 08.2025
Front Desk Agent/PBX Hotel Operator
Grand Hyatt Tampa Bay
02.2023 - 02.2024
WaterSports Manager
Bouyah WaterSports
05.2021 - 11.2022
Barista Supervisor
Be Well Juice Bar
09.2020 - 02.2021
High School Diploma -
Kihei Charter High School
05.2015 - 05.2019
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