Hi, I’m
VERONICA FALCON
Miami Beach,FL
Summary
Accomplished, results-driven bilingual professional with over 10 years of experience in the hospitality industry, including 3 years specializing in account management within the luxury travel and lifestyle market. Demonstrated expertise in managing client relationships, delivering exceptional service, and driving business growth. Adept at balancing multiple priorities in fast-paced environments while maintaining a high standard of professionalism. Strong problem-solving abilities with a deep understanding of luxury lifestyles and an ability to tailor solutions to meet client needs. Highly adaptable, quick to learn new concepts, and passionate about exceeding expectations. Comfortable working beyond traditional hours to ensure client satisfaction and business success.
Overview
10
years of professional experience
1
Certification
Work History
AMERICAN EXPRESS
Centurion Membership Executive
06.2021 - Current
Job overview
- Oversaw a portfolio of over 250 Centurion card members, prioritizing client retention, revenue enhancement, and optimal client engagement
- Performed comprehensive research on complex queries daily, delivering high-quality solutions for Centurion Card Member inquiries and escalations
- Acted as a key resource for premium cardholders and internal teams, providing strategic insights to senior leadership
- Developed tailored engagement plans for each member to promote loyalty and maximize the benefits of membership and increase spend
- Cultivated relationships across various departments within the enterprise to collaboratively achieve customer solutions
- Achieved outstanding performance ratings: In 2022, received a G2 Outperformed rating for Goal Metrics and an L2 Outperformed rating for Leadership Metrics
- In 2023, earned a G1 Exceptional rating for Goal Metrics and an L2 Outperformed rating for Leadership Metrics, reflecting exceptional performance and leadership
AIR COMMUNITIES
Resident Relations Specialist
09.2020 - 05.2021
Job overview
- Assist residents with any needs
- Drive Renewal Contracts and Meet Monthly Sale Goals
- Follow-up on resident surveys and improve overall CSAT Goals monthly
- Assist residents with their rent and billing inquiries
- Complete move-in and move-out inspections
- Answer questions regarding service requests
- Assisting with Notice to Vacates and gather information for move-outs
- Send communication to residents
- Coordinate and plan resident functions
- Responds to and manages resident complaints and/or service issues
- Contact residents about policy violations
- Register cars to park on-site
- Register pets for existing residents
- Ensure One Site data system is up to date and comply with Audit inspections
- Assist leasing team with potential prospects interested in leasing apartment homes
ACQUALINA RESORT & SPA ON THE BEACH
Senior Concierge, Five-Star Hospitality
07.2019 - 09.2020
Job overview
- Exceeding guests’ expectations while proving 5-star service
- Responsible for developing and confirming hotel guest & resident itineraries which includes restaurants, car rentals, transportation, yacht charters, private VIP tours, flower orders, golf tee times, tennis, airline tickets, errands and beyond
- Responsible for having exceptional local knowledge of Miami, Ft Lauderdale & South Florida in general
- Ability to jump in multiple roles, to multitask and perform at high intensity times
- Ability to use multiple operating systems at a time to expedite guests requests and provide seamless organization within my department
- Ability to train new staff members
- Received outstanding recognition award for Leading Quality Assurance Inspection (luxury hotel auditor) assisting the property rank top in the nation
THE SETAI HOTEL
Luxury Concierge Specialist
11.2017 - 06.2019
Job overview
- Regularly coordinate with guests to help plan upcoming trips to Miami and up-sell activities, achieving number 1 in trip adviser ranking
- Greets guests in a professional manner upon arrival and assist them with necessary information to aid settling in
- Develops and maintain healthy relationships with new guests and long-term guests resulting in repeat hotel stays
- Create new methods of procedure utilized by fellow concierges, promoting further efficiency and organization
- Train new concierges on job responsibilities, guest interaction and hotel procedures
- Create memorable itineraries for guests, resulting in positive online reviews of transactions and more services booked
- Earning the most outstanding employee award twice with LQA
- Collaborate with other hotel departments in providing exceptional customer service, earning 3 100% Forbes 5-Star evaluation scores for the concierge department
THE FOUR SEASONS AT THE SURF CLUB
VIP Concierge and Reservation Specialist
11.2016 - 11.2017
Job overview
- Welcome customers, receive their requests, and identify their needs and concerns, ensuring quality service delivery
- Oversaw guest special requests including dinner reservations, amenities, rental cars, private cars/ transportation
- Managed packages, planned public and private tour arrangements, boat rentals, and created travel itineraries for new and returning guests
- Delivered exceptional account services to strengthen customer loyalty and cross trained new employee
- Employed the sales skills and knowledge of available services to enlighten customers on all service options and reservation inquiries
- Constantly updated all concierge information accurately in the GoConcierge system
- Exceeded the revenue generation target resulting in promotion to Reservation Specialist and Delphi Key Operator
- Work closely with the sales team to ensure that all data, reports and contracts were inputted perfectly in Delphi operating system
THE MUSE, A KIMPTON HOTEL
Guest Service Specialist
07.2015 - 11.2016
Job overview
- Participated in day-to-day operations of the front desk while providing exceptional customer service, ensuring guest satisfaction
- Processed between 40 to over 100 reservations per shift, depending on occupancy
- Updated database with customer and sales information as well as established new customer accounts
- Promoted the hotel brand's loyalty program by initiating communication of the Kimpton brand and perks
- Reviewed reservation account information and charges with guests during every arrival and departure
- Verified the accuracy and completeness of guest accounts' payment information
- Performed night audit shifts that consisted of duties for generating reconciliation as required
- Utilized the knowledge of New York City area to provide guests with best tours and other recommendations, ensuring superb services delivery
- Resolved service-related problems timely, improving customer service ratings through Kimpton Market Metric surveys and Trip Advisor
Education
Nassau Community CollegeGarden City, NY
Pursued Associates Degree from Marketing
Skills
- Microsoft Office Suite (PowerPoint, Word, Excel)
- Hotel Management Software (Opera, GoConcierge, Delphi)
- Property Management Systems (BuildingLink, OneSite)
- Travel Platforms (SABRE360, Opus)
- Card Servicing Tool ISP
- Salesforce CRM: Basic Understanding
Certification
Hospitality and Tourism Management Certificate, Florida Atlantic University, 2020
Additional Experience
United Airlines Inc. Newark, NJ
International Flight Attendant
GRAND HYATT New York, NY
Front Desk Agent and Guest Experience Manager
Languages
Spanish
Native or Bilingual
Timeline
Centurion Membership Executive
AMERICAN EXPRESS
06.2021 - Current
Resident Relations Specialist
AIR COMMUNITIES
09.2020 - 05.2021
Senior Concierge, Five-Star Hospitality
ACQUALINA RESORT & SPA ON THE BEACH
07.2019 - 09.2020
Luxury Concierge Specialist
THE SETAI HOTEL
11.2017 - 06.2019
VIP Concierge and Reservation Specialist
THE FOUR SEASONS AT THE SURF CLUB
11.2016 - 11.2017
Guest Service Specialist
THE MUSE, A KIMPTON HOTEL
07.2015 - 11.2016
Nassau Community College
Pursued Associates Degree from Marketing
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