Saray Vera
Montgomery Village,MD
Summary
Versatile front desk supervisor with 3 years of experience in the hospitality industry. Adept at managing guest expectations, hotel reputation, and business needs. Effective multitasker and clear communicator. Successfully managed a front desk team of guest service specialists. Dedicated to boosting customer loyalty. Consistently recognized for performance excellence by management. Enthusiastic about improving team productivity and maximizing guest satisfaction. Proficient in administrative functions. Motivational management style and resourceful mindset excel in fast-paced environments.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Front Desk Supervisor
Aramark Inc
02.2023 - Current
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Scheduled and assigned daily work and activities for team members.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Monitored and evaluated employee performance, providing constructive feedback and implementing improvement plans as needed.
- Developed and implemented standard operating procedures (SOPs) for front desk operations, increasing efficiency and reducing errors.
- Generated and analyzed daily, weekly, and monthly reports on front desk operations, identifying trends and areas for improvement.
GUEST SERVICE AGENT
Aramark
02.2023 - 02.2024
- Answered incoming calls promptly and courteously, providing accurate information about the hotel services
- Demonstrated ability to communicate effectively with customers and colleagues
- Utilized problem-solving skills when dealing with difficult situations or dissatisfied customers
- Adhered to company standards for guest satisfaction ensuring an enjoyable experience for all visitors
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Collected room deposits, fees, and payments.
RECEPTIONIST ADMINISTRATOR
PalmerCare Chiropractor
10.2022 - 02.2023
- Provided excellent customer service to both internal and external customers via telephone or email communication
- Assisted with administrative tasks such as data entry, preparing reports, photocopying materials
- Handled confidential information with discretion and professionalism according to company policies and procedures
- Used software programs to record, store, and analyze information
Education
HIGH SCHOOL DIPLOMA -
Parkdale High School
05.2021
Skills
- Computer Skills
- Guest Complaint Resolution
- Reservation Processing
- Data Inputting
- Rate Updates
- Documentation
- Guest Relations
- Time Management
- Reservations Management
- Problem-solving skills
- POS System Operation
- Computer Reservations Systems
Certification
Alcohol Awareness Certification
References
Rawaa Sirrelkhatim, Aramark, Conference Planning Manager, (301) 204-7867, sirrelkhatim-rawaa@aramark.com
Languages
Spanish
Native or Bilingual
Timeline
Front Desk Supervisor
Aramark Inc
02.2023 - Current
GUEST SERVICE AGENT
Aramark
02.2023 - 02.2024
RECEPTIONIST ADMINISTRATOR
PalmerCare Chiropractor
10.2022 - 02.2023
HIGH SCHOOL DIPLOMA -
Parkdale High School
Alcohol Awareness Certification
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