Rigueur Estil
Miami,FL
Summary
Dynamic hospitality professional with extensive experience at Hilton Miami Airport, excelling in customer service and team leadership. Proven track record in enhancing guest satisfaction and streamlining operations. Adept at problem-solving and regulatory compliance, I thrive in fast-paced environments while maintaining a friendly demeanor and attention to detail.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Hilton
Hilton Miami Airport
Miami , FL
10.2023 - Current
- Reviewed daily reports on occupancy levels, rate of rooms sold and revenue totals.
- Resolved customer complaints promptly and efficiently.
- Created weekly schedules for front desk staff according to business needs.
- Participated in meetings with other managers to discuss strategies for increasing profitability.
- Monitored staff performance and provided feedback when necessary.
- Processed payments, cashiering duties and credit card transactions accurately.
- Ensured that all safety regulations were followed at all times.
- Assisted guests with inquiries and requests.
- Coordinated with other departments to ensure smooth operations of the front desk area.
- Provided support to guests with check-in and check-out procedures.
- Developed training plans for new hires or existing employees needing additional instruction in certain areas.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
- Balanced hotel accounts at end of each shift.
- Welcomed large volume of guests and improved overall customer service.
- Collaborated with staff to meet incoming guest needs, smooth check-in processes and maximize satisfaction.
- Showed off dining areas, pool, spa, and fitness center to prospective and current guests.
- Monitored reservations to track incoming parties and special events.
- Oversaw cash and credit card payment transactions at the front desk.
- Resolved customer complaints or answered customers' questions.
Hotel Front Desk Supervisor
The Catalina Hotel
Miami, FL
05.2022 - 10.2025
- Answered telephone inquiries from customers in a timely manner.
- Developed and implemented strategies to improve customer satisfaction.
- Prepared reports on occupancy rates, revenue generated, and customer satisfaction ratings.
- Resolved guest complaints in a professional manner.
- Processed payments for services rendered at the front desk.
- Ensured compliance with all safety regulations and protocols.
- Handled cash registers and balanced daily receipts.
- Responded to inquiries and room requests made online, by phone, and via email.
- Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Managed team of front desk agents, supervising personnel in issue resolution.
- Oversaw recruiting, interviews and new employee hiring.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Explained how TV remote, heating/cooling, WiFi access and locks worked to hotel guests.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Issued room keys and escort instructions to bellhops.
Front Desk Concierge Security Guard
Guarda world security
Miami, FL
05.2016 - 06.2018
- Maintained accurate logs of all security related activities.
- Greeted staff, guests, vendors, contractors. upon arrival at the facility entrance.
- Assisted in the development and implementation of security policies and procedures.
- Investigated disturbances in guest rooms or public areas of the hotel.
- Reviewed daily reports from other security personnel to ensure that all security protocols were being followed properly.
- Patrolled all areas of the hotel, both inside and outside, on a regular basis.
- Conducted investigations into any reported theft or criminal activity within the hotel grounds.
- Identified and resolved potential safety hazards before they became an issue.
- Detected emergency situations through keen listening and close observation to respond appropriately to alarms.
- Identified suspicious activity to determine appropriate response.
- Monitored CCTV systems to ensure safety and security of premises.
- Monitored security cameras to identify and respond to suspicious activity.
Education
High School Diploma -
Miami Dade College
Miami, FL05-2014
Skills
- Customer service
- Team leadership
- Multitasking Abilities
- Communication
- Flexible and adaptable
- Problem-solving
- Active listening
- Attention to detail
- Calm under pressure
- Guest relations
- Regulatory compliance
- Friendly, positive attitude
- Computer skills
Certification
- Cpr Certified, Certified personal Trainer
Languages
English
Professional
creole
Professional
Professional Summary
- Goal-oriented and dedicated professional with a strong drive to excel in every role I undertake. Fluent in multiple languages and committed to standing out in any professional environment. Known for being a perfectionist with a keen eye for detail, I take pride in consistently meeting deadlines and delivering high-quality results. Reliable, punctual, and passionate about continuous improvement.
References
References available upon request.
Timeline
Hilton
Hilton Miami Airport
10.2023 - Current
Hotel Front Desk Supervisor
The Catalina Hotel
05.2022 - 10.2025
Front Desk Concierge Security Guard
Guarda world security
05.2016 - 06.2018
High School Diploma -
Miami Dade College