Luis Cepeda
Guest Relations Agent
New York
Summary
Guest-focused professional with familiarity supporting front desk operations in high-volume environments. Skilled in assisting guests, handling requests, and maintaining a welcoming and professional environment.
Overview
6
6
years of professional experience
Work History
Front Desk Greeter/Security Officer
Voya Financial
New York
08.2023 - Current
- Guest Experience: Welcomed 100+ daily guests, providing directions, amenities, and personalized support to meet service standards
- Issue Resolution: Coordinated with internal teams to resolve guest concerns with timely follow-up and satisfaction focus
- VIP Coordination: Supported visitor access and communicated VIP arrivals to ensure seamless guest experience
- Front Desk Communication: Managed inquiries and message relay with professionalism and accuracy
Front Door Security Officer/Guest Services Support
LEGO
New York
06.2022 - 07.2023
- High-Volume Flow: Assisted 200+ guests per shift, ensuring efficient entry and positive first impressions
- Guest Support: Provided clear information on services and offerings, enhancing overall experience
- Conflict Resolution: Addressed guest concerns promptly while maintaining professionalism
- Compliance & Safety: Followed company procedures and maintained a safe, organized environment
Security Officer Front Desk/Workplace Experience
WeWork
New York
09.2020 - 06.2022
- Front Desk Operations: Served as key contact for guests, maintaining consistent service standards
- Team Collaboration: Partnered with teams to resolve requests and support daily operations
- Service Standards: Upheld professional communication and company policies
- Team Support: Assisted onboarding, improving service consistency and efficiency
Education
International Leadership Charter Highschool
Bronx , NYSkills
- Front Desk & Guest Services Operations
- Guest Satisfaction & Service Recovery
- VIP Coordination & Special Requests
- Cross-Functional Communication
- Complaint Resolution & Follow-Up
- Policy Compliance & Safety Standards
- Administrative Support & Message Handling
Timeline
Front Desk Greeter/Security Officer
Voya Financial
08.2023 - Current
Front Door Security Officer/Guest Services Support
LEGO
06.2022 - 07.2023
Security Officer Front Desk/Workplace Experience
WeWork
09.2020 - 06.2022
International Leadership Charter Highschool