NATALY CONTRERAS
HOLLYWOOD,FL
Summary
Proactive and results-driven Front Desk Agent at Comfort Inn & Suites, excelling in customer service and problem-solving. Fluent in English and Spanish, adept at enhancing guest experiences and streamlining reservations. Trained new staff, improving service quality, and maintained strong relationships with repeat guests through exceptional hospitality services and teamwork.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Front Desk Agent
Comfort Inn & Suites
02.2023 - Current
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
- Developed strong relationships with frequent guests for repeat business through personalized attention to their preferences.
- Kept accounts in balance and ran daily reports to verify totals.
- Demonstrated adaptability during unexpected challenges such as system outages or emergency situations while maintaining composure under pressure.
- Trained new staff members in customer service techniques and hotel operations.
- Resolved guest complaints with effective problem-solving, improving overall guest experience.
Education
Bachelor in Modern Languages - Modern Languages
LA SALLE UNIVERSITY
COLOMBIA08-2008
High School Diploma -
LICEO EL GRAN VIRREY
COLOMBIA11-2002
Skills
- Customer Service
- Guest Services
- Problem-solving skills
- Hospitality services
- Oral and written communications
- Listening Skills
- Reservations
- Training and mentoring
- Foreign Languages
- Fluent in English and Spanish
- Computer Skills
- Teamwork and Collaboration
Accomplishments
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- Asked by hotel manager to handle concierge duties due to high level of professionalism and attention to detail when that individual was out sick for a week.
- Mentored newly hired individuals in company processes and procedures which alleviated employee turnover by 70%.
Certification
Certificate in
Preventing Human Trafficking
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Front Desk Agent
Comfort Inn & Suites
02.2023 - Current
Bachelor in Modern Languages - Modern Languages
LA SALLE UNIVERSITY
High School Diploma -
LICEO EL GRAN VIRREY
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