Luis Cueto
Lincoln
Summary
Proven track record in enhancing guest experiences through exceptional customer relations and effective problem resolution. Strong leadership and critical thinking skills foster team efficiency and drive continuous improvement in service quality.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
28
28
years of professional experience
Work History
Museum Tour Guide Supervisor
Museo Fortaleza San Felipe
Puerto Plata, Dominican Republic
10.2011 - 01.2025
- Collaborated with volunteer docents to provide ongoing training and development opportunities that improved overall tour quality.
- Improved overall guest experience by providing exceptional customer service at all touchpoints within the museum.
- Informed tour members of safety risks associated with attractions, confirming customer security.
- Utilized effective communication and problem-solving skills to quickly resolve customer issues.
- Arranged for additional resources and personnel when needed to accommodate larger tour requests.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Managed financial collection, reconciliation and bank deposits.
Adventure Tour Guide
Association of Officials
Puerto Plata, Dominican Republic
11.2020 - 01.2025
- Managed bookings, transactions and other administrative tasks to foster excellent customer experiences.
- Delivered effective safety debriefings to guests to promote safe environment.
- Assisted with adventure education trip preparation by rigging rafts, preparing food, and planning routes.
- Guided groups of up to 45 people on scheduled tours.
- Ensured guest safety through thorough pre-trip briefings, route planning, and adherence to industry best practices.
- Received consistently high feedback scores by delivering engaging, informative narratives throughout each tour.
- Collaborated with fellow guides in sharing best practices to improve overall team performance continually.
Front Desk Receptionist
Catalonia Bavaro
Dominican Republic
05.2010 - 12.2010
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
Front Desk Supervisor
Viva Resort Cabarete
Dominican Republic
02.2007 - 04.2009
- 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.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing customer inquiries promptly.
- Coordinated with room service, housekeeping, maintenance, and security to meet all guest needs.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
Resort Front Desk Agent
Hacienda Resort
Dominican Republic
10.1996 - 05.2000
- 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.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Coordinated with housekeeping and maintenance to ensure rooms met hotel standards.
Education
Certification of Reception Management - Hospitality Administration And Management
Interamerican University of Puerto Rico
Skills
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Relationship building
- Environmental awareness
- Multilingual skills
Languages
Spanish
Native or Bilingual
English
Professional Working
German
Limited Working
Timeline
Adventure Tour Guide
Association of Officials
11.2020 - 01.2025
Museum Tour Guide Supervisor
Museo Fortaleza San Felipe
10.2011 - 01.2025
Front Desk Receptionist
Catalonia Bavaro
05.2010 - 12.2010
Front Desk Supervisor
Viva Resort Cabarete
02.2007 - 04.2009
Resort Front Desk Agent
Hacienda Resort
10.1996 - 05.2000
Certification of Reception Management - Hospitality Administration And Management
Interamerican University of Puerto Rico