Osiel Moro Fernandez

• Maintained exacting standards of quality and performance.
• Monitored revenue decision making-processes to provide support and aid to senior leadership.
• Provided courteous and knowledgeable front desk and reception duties, cultivating positive customer relations.
• Created healthy nutritious menus to serve at important functions.
• Collaborated with caterers and other hospitality vendors to provide first-rate products and services to employees and guests.

• Handled phone calls courteously, directing them to appropriate departments or taking messages when necessary.
• Supported the onboarding process for new employees by providing orientation materials and helping set up workstations.

• Streamlined front desk operations for increased efficiency and improved customer service.
• Improved overall guest experience by maintaining a clean and welcoming reception area.
• Enhanced guest satisfaction by providing efficient check-in and check-out processes.
• Handled sensitive guest information with discretion, adhering to strict data privacy guidelines set forth by the company.

• Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
• Trained new staff on correct procedures, compliance requirements, and performance strategies.
• 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.

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• Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
• Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
• Collected room deposits, fees, and payments.

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

• Streamlined front desk operations for increased efficiency and improved customer service.
• Improved overall guest experience by maintaining a clean and welcoming reception area.
• Enhanced guest satisfaction by providing efficient check-in and check-out processes.
• Managed high call volume with exceptional telephone etiquette, resulting in positive feedback from guests.