Raymond Alvarado
Portland,OR
Summary
Dynamic hospitality professional with extensive experience at Hilton, excelling in guest service and reservation management. Proven track record of enhancing guest satisfaction through effective issue resolution and communication coordination. Skilled in optimizing check-in processes and fostering strong relationships, leading to increased repeat bookings and positive referrals.
Overview
2022
2022
years of professional experience
Work History
Reservations Coordinator
Hilton
- Managed reservation systems to ensure accurate booking and guest information.
- Coordinated communication between guests and hotel departments to enhance service delivery.
- Assisted in processing cancellations and modifications to optimize occupancy rates.
- Maintained up-to-date knowledge of hotel policies and local attractions for guest inquiries.
- Resolved guest issues promptly, ensuring satisfaction and loyalty through effective problem-solving.
- Collaborated with sales teams to forecast demand and strategize pricing adjustments effectively.
- Enhanced guest experience by offering personalized recommendations for on-site amenities, local attractions, and special events based on guests'' interests and preferences.
- Maintained a high level of industry knowledge by attending relevant training sessions and staying informed about emerging trends in reservation management.
- Improved customer satisfaction ratings by promptly addressing concerns and providing personalized assistance throughout the booking process.
- Minimized overbooking situations through vigilant monitoring of incoming reservations and careful balancing of room inventories.
- Safeguarded guest privacy by adhering to strict data protection policies while handling personal information in reservation systems.
- Contributed to overall property success by consistently meeting or exceeding individual and team performance metrics.
- Enhanced cross-departmental collaboration by participating in regular meetings with front desk staff, housekeeping personnel, and catering teams.
- Reduced no-shows by implementing a comprehensive confirmation system, ensuring effective communication with guests prior to arrival dates.
- Supported revenue growth through upselling additional services such as dining options, spa treatments, or room upgrades when appropriate.
- Developed strong relationships with clients, leading to increased repeat bookings and positive word-of-mouth referrals.
- Optimized room inventory allocation by regularly reviewing availability reports and adjusting strategies accordingly.
- Liaised with hotel departments to guarantee smooth operations related to guest stays, including transportation arrangements, dietary preferences, and billing inquiries.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Guest Services Agent
Hilton
07.2021 - 12.2021
- Provided exceptional guest service by addressing inquiries and resolving issues promptly.
- Assisted guests with check-in and check-out processes, ensuring smooth transitions.
- Managed reservation systems to optimize room availability and guest satisfaction.
- Collaborated with housekeeping to maintain high cleanliness standards in guest areas.
- Conducted routine inspections of the lobby and common areas to ensure a welcoming environment.
- Implemented feedback mechanisms to gather guest insights for service improvement initiatives.
- Developed rapport with returning guests, enhancing loyalty and repeat business opportunities.
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
- Maximized revenue by upselling room upgrades and additional services.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
- Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
- Supported front desk team members during peak times, ensuring efficient operations under high-pressure situations.
- Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.
- Streamlined check-in processes for increased efficiency and reduced wait times.
- Greeted guests upon arrival and offered assistance.
- Improved guest experience scores by consistently delivering exceptional service through active listening skills.
Rooms Controller
Marriott
01.2016 - 03.2020
- Managed room inventory using Marriott's property management system to optimize guest accommodations.
- Coordinated with housekeeping and front desk teams to ensure timely room readiness for arrivals.
- Monitored daily occupancy levels, adjusting allocations to maximize revenue and efficiency.
- Implemented check-in/check-out procedures to enhance guest experience and streamline operations.
- Led initiatives to improve communication between departments, enhancing operational workflow.
- Adhered to established service standards and guidelines, ensuring a consistent and positive guest experience across all interactions with the hotel.
- Followed-up with guests to resolve requests or problems to complete satisfaction.
- Collaborated with the front desk team to resolve any guest issues or special requests promptly.
- Established strong relationships with guests through attentive service and proactive problem-solving efforts, leading to repeat business and referrals.
- Upheld strict data privacy standards when handling sensitive guest information during the reservation process or billing inquiries.
- Implemented customer feedback insights to continually improve services and amenities offered in rooms.
Front Desk Manager
Holiday Inn
11.2014 - 12.2015
- Managed daily front desk operations, ensuring smooth guest check-in and check-out processes.
- Oversaw scheduling and training of front desk staff to enhance service efficiency.
- Implemented customer feedback systems to improve guest satisfaction scores.
- Developed standard operating procedures for front desk services, increasing consistency in service delivery.
- Resolved guest complaints effectively, maintaining high levels of customer satisfaction and loyalty.
- Coordinated with housekeeping and maintenance teams to address guest needs promptly.
- Utilized property management systems to track reservations and optimize occupancy rates.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Led initiatives to streamline communication between departments, enhancing overall operational workflow.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Mentored and trained new hires, fostering a supportive work environment that facilitated professional growth.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Kept accounts in balance and ran daily reports to verify totals.
- Oversaw daily cash reconciliations, maintaining accurate financial records for the front desk department.
- Checked guests in out of hotel, made reservations, and processed payments.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Oversaw front desk operations with eye for hotel reputation, staff productivity, and operational efficiency.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
Rooms Operations
Walt Disney World Resort
06.1989 - 07.2014
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
Education
No Degree -
Inter American University
Puerto RicoSkills
- Guest service
- Reservation management
- Check-in processes
- Issue resolution
- Communication coordination
Accomplishments
Leader of the quarter at Hilton.
2 times in a row selected as employee of the month.
Languages
Spanish
Native or Bilingual
Timeline
Guest Services Agent
Hilton
07.2021 - 12.2021
Rooms Controller
Marriott
01.2016 - 03.2020
Front Desk Manager
Holiday Inn
11.2014 - 12.2015
Rooms Operations
Walt Disney World Resort
06.1989 - 07.2014
Reservations Coordinator
Hilton
No Degree -
Inter American University