Ruan Andrade
Miami Beach
Summary
Greet and assist an average of 100+ guests per day, providing exceptional customer service and ensuring a positive guest experience from check-in to check-out. Manage front desk operations, including answering phone calls, scheduling reservations, and coordinating guest services with housekeeping, maintenance, and management. Handle check-ins and check-outs efficiently using the hotel's property management software (PMS), ensuring accurate guest records and billing. Resolve guest complaints or issues in a professional and timely manner, maintaining a calm and solution-oriented approach.
Overview
7
7
years of professional experience
Work History
Front Desk Assistant
Casa Faena
Miami Beach, FL
01.2026 - Current
- Managed front desk operations, ensuring seamless guest check-ins and check-outs.
- Coordinated guest requests and reservations through hotel management software.
- Assisted in training new staff on customer service protocols and operational procedures.
- Developed efficient workflows for handling guest inquiries and complaints.
Front Desk Supervisor
Pestana Miami South Beach
06.2025 - Current
- Oversaw all front desk operations, ensuring a seamless and positive experience, while aligning with expectations for operational excellence.
- Managed and mentored a team, improving performance metrics through targeted training and development initiatives.
- Managed cash handling processes, upholding the highest standards of accuracy and security in financial transactions.
- Addressed and resolved guest complaints swiftly and effectively, maintaining satisfaction and loyalty.
- Streamlined check-in and check-out procedures, improving efficiency and reducing wait times for guests.
- Implemented strategies to improve team performance, leading to notable gains in productivity and customer satisfaction scores.
- Served as the point person for escalated guest issues, utilizing conflict resolution skills to resolve complex issues.
Front Desk Agent
Pestana
02.2023 - Current
- Greet and assist an average of 100+ guests per day, providing exceptional customer service and ensuring a positive guest experience from check-in to check-out.
- Manage front desk operations, including answering phone calls, scheduling reservations, and coordinating guest services with housekeeping, maintenance, and management.
- Handle check-ins and check-outs efficiently using the hotel's property management software (PMS), ensuring accurate guest records and billing.
- Resolve guest complaints or issues in a professional and timely manner, maintaining a calm and solution-oriented approach.
- Maintain inventory of lobby supplies, ensuring the front desk is always stocked with necessary materials and amenities.
- Train and mentor new front desk staff, ensuring adherence to company policies and customer service standards.
- Process cash, credit, and debit card transactions accurately and securely, adhering to hotel financial protocols.
- Collaborate with team members to maintain cleanliness and organization of the front desk area.
- Assist with administrative duties, including preparing reports.
- Developed a vast knowledge of the local area to provide guests with information about dining options, arts, and culture, sporting events, concerts and shows.
- Provided guests with important property information and directions to restaurants, attractions, museums and anything they want to do in the city.
- Handled communications systems.
- Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
- Demonstrated a personable demeanor towards every guest who approached the front desk.
Front Desk Agent
Pestana Miami
10.2021 - 02.2023
- Developed a vast knowledge of the local area to provide guests with information about dining options, arts and culture, sporting events, concerts and shows.
- Handled phone calls and directed them to the proper guest or department when the switchboard operator was not available.
- Handled communications systems.
- Responded to enquiries from clients, vendors and members of public.
- Managed external correspondence by drafting client emails and letters.
Concierge
Greystone Hotel
03.2021 - 08.2021
- Provide personalized services to guests, such as recommending restaurants, attractions, tours, and activities.
- Assist with booking reservations for dining, transportation, entertainment, and special events.
- Offer information about local attractions, cultural events, and city highlights to enhance the guest experience.
- Arrange transportation services such as taxis, airport transfers, car rentals, or chauffeur-driven services.
- Help guests plan travel logistics, including booking flights or trains and providing travel tips.
- Handle a variety of guest requests, including arranging for special occasions like birthdays, anniversaries, or romantic gestures (flowers, gifts, etc.).
- Resolve any guest complaints or issues promptly, ensuring a high level of guest satisfaction.
- Organize and manage special guest needs such as spa appointments, tickets to concerts, theater shows, or sporting events.
- Assist in arranging private tours, excursions, or unique local experiences tailored to individual guest preferences.
Front Desk Agent
Fairwind Hotel
01.2019 - 03.2021
- Handled the complaints and concerns of customers.
- Operated multi-line telephone system to take messages, give information and direct callers.
- Carried out basic day-to-day administrative tasks to support staff needs.
- Supported guests with immediate, knowledgeable assistance for diverse needs.
- Produced, filed and forwarded high quality reports to appropriate personnel by email or fax.
- Developed a vast knowledge of the local area to provide guests with information about dining options, arts and culture, sporting events, concerts and shows.
Education
Diploma - Publicidade e Propaganda
Unipli
01.2012
Skills
- Keeness of insight
- Conflict Resolution
- Corporate branding
- Virtual assistance
- Sales aptitude
- Company policies and procedures
- Email correspondence
- Office equipment operation
- Reliable performance
- Front office operations
- Telephone etiquette
- Customer Service
- Social perceptiveness
- Travel planning
- Sales strategies
- Active listening
- Post and packages
- Credit and cash payments
- Response to guest queries
- Public transport information
- Language fluency
Accomplishments
- Asked by hotel manager to handle concierge duties due to high level of professionalism and attention to detail when that individual was out sick for a week.
- Mentored newly hired individuals in company processes and procedures which alleviated employee turnover by 94%.
- Developed revenue streams for the hotel by informing guests of the establishment's array of services including the spa, salon, upscale restaurants and the casino.
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- 4 times Employee of the month in New York City Property
Languages
First language: Português
Proficient: English
Upper intermediate: Spanish
Timeline
Front Desk Assistant
Casa Faena
01.2026 - Current
Front Desk Supervisor
Pestana Miami South Beach
06.2025 - Current
Front Desk Agent
Pestana
02.2023 - Current
Front Desk Agent
Pestana Miami
10.2021 - 02.2023
Concierge
Greystone Hotel
03.2021 - 08.2021
Front Desk Agent
Fairwind Hotel
01.2019 - 03.2021
Diploma - Publicidade e Propaganda
Unipli