Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Sofia Rivera Florez

Orlando,FL

Summary

Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience as Front Desk Agent in busy and successful setting. Customer-oriented team member with strong background in customer relations and administrative support. Seamlessly provides check-in and check-out processes and assists guests in friendly, courteous manner. Committed to leaving great, lasting impression. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Front Desk Agent

Double Tree Hotel By Hilton
06.2022 - Current
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Collected room deposits, fees, and payments.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Used internal software to process reservations, check-ins and check-outs.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Enhanced guest satisfaction by efficiently managing check-in and check-out processes.
  • Resolved guest issues promptly, resulting in positive feedback and return visits.
  • Facilitated smooth guest experiences by coordinating with multiple departments across the property.
  • Provided exceptional service during high-volume periods or challenging situations, ensuring a seamless experience for all guests.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Trained new staff members in customer service techniques and hotel operations.
  • Enforced policies and procedures to increase efficiency.

Cashier

Charleys Philly Cheese Steak
03.2021 - 09.2021
  • Greeted customers entering store and responded promptly to customer needs.
  • Built relationships with customers to encourage repeat business.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Welcomed customers and helped determine their needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Maintained current knowledge of store promotions and highlighted sales to customers.

Education

Freedom High School
Orlando, FL

Skills

  • Credit and Cash Payments
  • Front Office Support
  • Guest Relations
  • Information Protection
  • Safety and Security Procedures
  • Room Assignments
  • Automated Telephone Systems
  • Registration
  • Guest Accommodations
  • Customer Service
  • Conflict Management
  • Listening Skills
  • Mail and Packages
  • Training and Mentoring
  • Problem-Solving Skills
  • Adaptability
  • Documentation
  • Computer Proficiency
  • Problem Solving
  • Organizational Skills
  • Interpersonal Skills
  • Property Management Systems
  • Decision Making
  • Professionalism
  • Guest Reception
  • Payment Collection
  • Data Entry
  • Staff Training
  • Computer Skills

Certification

  • Certified Front Desk Agent, Double Tree By Hilton.

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Front Desk Agent

Double Tree Hotel By Hilton
06.2022 - Current

Cashier

Charleys Philly Cheese Steak
03.2021 - 09.2021

Freedom High School

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Sofia Rivera Florez