Alma Gutierrez PAlma
Cancún,ROO
Summary
Knowledgeable and dedicated customer service professional with extensive experience in tourism industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Coordinador De Operaciones Onsite
Palace Resorts
05.2021 - Current
- Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
- Resolved guest issues promptly, resulting in improved client satisfaction rates.
- Utilized reservation software to manage room availability and pricing effectively.
- Streamlined booking processes for increased accuracy and reduced wait times.
- Boosted productivity by establishing effective communication channels between departments.
Tour Guide
Amigo Tours
05.2018 - 02.2020
- Guided groups of up to 40 people on scheduled tours.
- Built personal relationships with guests to promote positive experiences.
- Shared historical and cultural context to keep tour informative and provide more profound understanding of area.
- Worked collaboratively with team members to develop innovative strategies for improving overall tour quality and visitor satisfaction.
- Adapted to unexpected schedule changes by being flexible and adjusting itineraries to keep tours moving smoothly.
- Continued learning and updating knowledge about tour areas, culture and history to provide accurate, timely and exciting information to tour groups.
Reservation Specialist
Marriot International
12.2017 - 04.2018
- Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
- Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
- Handled billing information over phone.
Bilingual Call Center Representative
RCI
12.2016 - 10.2017
- Increased efficiency in handling customer inquiries by maintaining organized records of call logs and notes for easy access during future interactions.
- Managed high call volume efficiently, resulting in reduced wait times and increased customer satisfaction.
- Handled escalated calls professionally, using effective conflict resolution techniques to reach satisfactory outcomes for all parties involved.
- Consistently met sales targets by effectively upselling travel packages and add-on services.
Education
Licenciatura En Turismo - Hospitality Administration And Management
Instituto Politécnico Nacional
Ciudad De Mexico07.2015
Diplomado - Tour Guide
Escuela Nacional De Antropología E Historia
Ciudad De Mexico12.2013
Skills
- Active Listening
- Problem-solving abilities
- Critical Thinking
- Customer Service
- Public Speaking
- Upselling strategies
- Goal-Oriented
Certification
- Licensed Tour Guide- Since 2016
Languages
Spanish
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Coordinador De Operaciones Onsite
Palace Resorts
05.2021 - Current
Tour Guide
Amigo Tours
05.2018 - 02.2020
Reservation Specialist
Marriot International
12.2017 - 04.2018
Bilingual Call Center Representative
RCI
12.2016 - 10.2017
Licenciatura En Turismo - Hospitality Administration And Management
Instituto Politécnico Nacional
Diplomado - Tour Guide
Escuela Nacional De Antropología E Historia