Omar Carrillo
San Diego,CA
Summary
Proven track record in enhancing guest experiences at The Westgate Hotel, showcasing strong empathy and exceptional communication skills. Excelled in stress tolerance and reservation management, significantly increasing on-site facility usage. Demonstrated expertise in customer service and computer skills, contributing to a cohesive and efficient team environment.
Overview
6
6
years of professional experience
Work History
Guest Experience Agent
The Westgate Hotel
06.2021 - Current
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Provided knowledgeable recommendations for local attractions, enhancing guests'' enjoyment of their stay.
- Assisted in training new team members, resulting in a more cohesive and efficient workforce.
- Promoted hotel amenities effectively during interactions with guests, increasing usage rates of on-site facilities such as restaurants or spas.
- Handled high-pressure situations with professionalism, diffusing tension while ensuring guest satisfaction remained the top priority.
- Delivered exceptional customer service through active listening skills and genuine empathy towards guests'' issues or concerns.
- Resolved guest complaints efficiently, minimizing negative impact on overall experience.
Concierge
AquaVie Wellness Club
09.2020 - 06.2021
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
Dishwasher
The Westgate Hotel
05.2018 - 09.2020
- Kept kitchen areas neat and clean by removing trash and organizing supplies.
- Followed supervisor instructions to complete tasks on time.
- Kept work area clean, dry, and free of debris to prevent incidents and accidents.
- Kept dishes, utensils and glassware clean and rotated following safety standards set by restaurant.
Education
Diploma -
Samuel F.B. Morse High School
San Diego, CA06.2014
Skills
- Strong empathy
- Exceptional communication
- Stress Tolerance
- Data entry proficiency
- Reservation Management
- Property knowledge
- Customer Service
- Computer Skills
- Detail Oriented
Languages
Spanish
Native or Bilingual
Timeline
Guest Experience Agent
The Westgate Hotel
06.2021 - Current
Concierge
AquaVie Wellness Club
09.2020 - 06.2021
Dishwasher
The Westgate Hotel
05.2018 - 09.2020
Diploma -
Samuel F.B. Morse High School