Zohelis Martinez-Aguayo
Gloucester,VA
Summary
Dynamic hotel receptionist with proven expertise at Hampton Inn By Hilton, excelling in guest relations and payment processing. Recognized for enhancing customer satisfaction through effective complaint resolution and relationship building. Multilingual and reliable, I consistently deliver exceptional service while managing reservations and ensuring seamless check-in and check-out experiences.
Overview
4
4
years of professional experience
Work History
Hotel Receptionist
Hampton Inn By Hilton
Gloucester, VA
12.2021 - Current
- Greeted guests and managed check-ins at front desk
- Coordinated with housekeeping for room availability updates
- Handled guest inquiries and provided information on hotel services
- Processed payments using hotel management software efficiently
- Assisted in resolving guest complaints to ensure satisfaction
- Scheduled wake-up calls and managed special requests for guests
- Collaborated with maintenance to address room issues promptly
- Monitored lobby area to ensure cleanliness and orderliness
- Greeted guests upon arrival and provided them with information regarding the hotel amenities, services, and local attractions.
- Provided excellent customer service to all guests by responding promptly to their requests or concerns.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Informed housekeeping staff of any special requests made by guests.
- Checked in guests using computerized reservation systems, collected payments and verified credit cards.
- Assisted guests with directions and transportation arrangements when needed.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Responded to inquiries and room requests made online, by phone, and via email.
- Developed relationships with frequent customers in order to increase repeat business.
- Maintained accurate records of guest reservations, cancellations and no-shows.
- Answered inquiries from potential customers regarding room availability, rates and policies.
- Upgraded rooms for VIP customers as requested.
- Handled cash transactions accurately while adhering to established accounting procedures.
- Ensured that the front desk was adequately stocked with supplies throughout the day.
- Responded to emergency situations in a timely manner.
- Resolved billing discrepancies between guest accounts and invoices.
- Participated in team meetings to discuss strategies for improving customer satisfaction ratings.
- Greeted guests upon arrival and provided exceptional customer service.
- Kept records of room availability and guest accounts, manually or using computers.
- Answered guest inquiries, recommending shopping, dining or entertainment.
- Recorded guest comments or complaints, escalating to management for immediate resolution.
- Cleaned and maintained lobby and common areas by restocking supplies and watering plants.
- Greeted, registered and assigned rooms to hotel or motel guests.
- Advised housekeeping staff of rooms vacated and ready for cleaning.
- Contacted housekeeping or maintenance staff to report room or building issues.
- Assisted guests at check-in, providing information on various services within hotel.
- Input and confirmed reservations for guests.
- Coordinated with housekeeping staff to ensure cleanliness of guest rooms.
- Posted incidental charges to ledgers, manually or by using computers.
- Managed guest check-ins and check-outs efficiently
- Handled phone reservations and inquiries promptly
- Assisted guests with directions and local recommendations
- Maintained a clean and organized front desk area
- Processed payments and managed billing discrepancies
Laundry Operator
Hampton Inn By Hilton
Gloucester, VA
12.2021 - Current
- Operated industrial laundry equipment to process linens and towels efficiently.
- Sorted, washed, and dried hotel linens according to established procedures.
- Inspected finished products for quality and cleanliness before distribution.
- Maintained cleanliness and organization of laundry facility and equipment.
- Collaborated with team members to meet daily production goals effectively.
- Trained new staff on proper laundry techniques and safety protocols.
- Operated industrial washing machines, including loading and unloading laundry from washers.
- Set temperature controls on dryers according to instructions on garment labels.
- Transported clean linens using carts or dollies between different locations within the facility.
- Identified stains on fabrics and applied appropriate stain removal solutions to remove them.
- Checked all garments for missing buttons, tears or other damages prior to laundering.
- Folded sheets, blankets, towels and other linens neatly before storing in designated areas.
- Removed lint from dryer screens after each load of laundry was dried.
- Stored soiled linens safely away from clean items in accordance with health regulations.
- Followed established guidelines for sorting laundry into categories based on size, color.
- Moved loads between machines, operated ironing equipment and folded laundered items.
- Coordinated with housekeeping to meet laundry needs by preparing appropriate quantities.
- Disinfected equipment and supplies, using germicides, and steam-operated sterilizers.
- Delivered additional requested items to rooms upon request within reasonable timeframes.
- Transported washed items in carts to dryers, loading into dryers and setting drying time and temperature.
- Applied bleaching powders to spots and sprayed tough stains with stain removers to rid stains and dirt content from articles.
- Sorted dirty linens into separate piles according to fabric type and color.
- Unloaded and folded clean laundry from dryers and stored in appropriate areas.
- Loaded and unloaded washers and dryers, observing correct operating instructions.
- Set dryers at appropriate drying times and settings by taking into account fabric type and load size.
Education
High School Diploma -
Gloucester High School
Gloucester, VA06-2024
Skills
- Guest relations
- Payment processing
- Reservation management
- Complaint resolution
- Front desk operations
- Customer service
- Team collaboration
- Local area knowledge
- Multilingual proficiency
- Patience and tolerance
- Professional appearance
- Communication skills
- Continuous improvement
- Transaction processing
- Communication
- Guest reception
- Process transactions
- Office organization
- Relationship building
- Guest registration
- Booking systems
- Guest check-in and check-out
- Foreign language proficiency
- Reliability
- Reservations
- Professional demeanor
- Strategic planning
- Serve guests
- Customer satisfaction
Languages
English
Professional
Spanish
Native/ Bilingual
Timeline
Hotel Receptionist
Hampton Inn By Hilton
12.2021 - Current
Laundry Operator
Hampton Inn By Hilton
12.2021 - Current
High School Diploma -
Gloucester High School
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