Rachel Ochoa
Miami,FL
Summary
Competent Front Desk Agent with proven ability to develop creative, effective and successful event strategies. Possesses excellent communication and interpersonal skills to establish and maintain positive working relationships. Adept at managing all aspects of event planning including logistics, venue selection and catering. Passionate about promoting lasting customer satisfaction by delivering quality service above all. Proficient in customer service best practices and related options.
Overview
2
2
years of professional experience
Work History
Sales & Events Coordinator
Aloft Miami Brickell
01.2024 - Current
- Increase event attendance by developing and implementing strategic marketing campaigns for sales events.
- Manage budgets for multiple events, ensuring cost-effective planning and execution to meet financial goals.
- Coordinate successful sales events by collaborating with cross-functional teams, including marketing, operations, and product management.
- Developed engaging event content by researching industry trends and identifying key topics relevant to target audiences.
- Improved client satisfaction rates by providing exceptional onsite support during sales events, addressing issues promptly and professionally.
Front Desk Agent
Hampton Inn & Suites Miami Wynwood
09.2022 - 04.2024
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Promoted hotel brand's loyalty program via social media, email and direct mail.
- Prepared reports on guest satisfaction levels and other metrics.
- Promote facilities amenities and activities
- Enforced policies and procedures to increase efficiency.
- Kept accounts in balance and ran daily reports to verify totals.
- Trained new staff members in customer service techniques and hotel operations.
- Developed and maintained positive relationships with guests for satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Front Office Night Auditor
Aloft Miami Doral / Element Miami Doral
10.2023 - 01.2024
- Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
- Streamlined the check-in and check-out process for guests, ensuring a smooth experience.
- Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
- Assisted management in forecasting room occupancy rates, optimizing room allocation and maximizing revenue.
- Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
- Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
- Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
- Managed stress situations calmly and professionally, keeping guest safety as the top priority at all times.
Front Desk Agent
Element Miami International Airport
01.2023 - 11.2023
- Increased customer loyalty with exceptional communication skills and personalized service.
- Resolved guest issues promptly, resulting in positive feedback and return visits.
- Answer all guest questions accurately and resolve problems in a timely manner
- Ensuring guest satisfaction throughout their stay and above all, making sure they could have a home away from their home.
- Contributed to team success by consistently meeting or exceeding performance targets for guest satisfaction ratings and occupancy rates.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
- Ensured compliance with hotel policies and procedures while addressing any discrepancies in a timely manner.
Education
Bachelor - English Language And Literature
Universidad De Holguin
Holguin, CU09.2018
Skills
- Marketing Expertise
- Revenue Generation
- Relationship building
- Budget management
- Active listening and Creative thinking
- Networking abilities
- Customer service
- Decision making
- Process improvement
- Proficiency in operating systems: Galaxy Lightspeed and OnQ
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Limited Working
Timeline
Sales & Events Coordinator
Aloft Miami Brickell
01.2024 - Current
Front Office Night Auditor
Aloft Miami Doral / Element Miami Doral
10.2023 - 01.2024
Front Desk Agent
Element Miami International Airport
01.2023 - 11.2023
Front Desk Agent
Hampton Inn & Suites Miami Wynwood
09.2022 - 04.2024
Bachelor - English Language And Literature
Universidad De Holguin
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