Nancy Perez Romero
Playa Del Carmen
Summary
Resourceful Concierge known for high productivity and efficient completion of tasks. Specialize in guest services management, local area expertise, and event coordination. Excel in communication, problem-solving, and adaptability, ensuring guest satisfaction and seamless operations.
Overview
18
18
years of professional experience
Work History
Concierge
Wyndham Alltra Playa del Carmen
Playa Del Carmen
06.2022 - 06.2023
- Greeted customers and answered their inquiries regarding hotel services, amenities, and local attractions.
- Arranged reservations for dining, entertainment, sightseeing tours, theater tickets, and sporting events.
- Coordinated with guests to provide special requests such as flowers or champagne in guest rooms upon arrival.
- Assisted with check-in and check-out procedures including confirming reservation details and providing directions to guest rooms.
- Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
- Offered personalized concierge services such as booking spa appointments or arranging transportation needs for guests.
- Processed payments for services rendered using cash register systems or POS terminals when necessary.
- Developed strong relationships with key partners in order to ensure smooth operations between departments.
- Trained new staff members on proper policies and procedures related to customer service delivery.
Concierge
Ocean Riviera Paradise
Playa Del Carmen
08.2021 - 12.2021
- Carry out inspections to guarantee the safety and protection of the facilities.
■ Customer service in person, by phone and email.
■ Response to customer queries, complaints and general problems.
■ Collection from clients and updating the balance of their accounts in the system.
■ Resolving customer problems or transferring them to appropriate personnel.
Concierge Supervisor
Princess Riviera Maya
Playa Del Carmen
12.2017 - 02.2020
- Supervised daily operations of concierge services, ensuring adherence to standards and customer satisfaction.
- Coordinated with vendors to ensure timely delivery of requested items for guests.
- Monitored staff performance, providing feedback and guidance as needed.
- Maintained accurate records of guest requests and inquiries.
- Resolved customer complaints in a professional manner.
- Assigned tasks to team members to maximize efficiency and effectiveness of service delivery.
- Provided training and orientation sessions to new staff members on concierge policies and procedures.
- Scheduled shifts for all concierge personnel according to occupancy levels and peak times of operation.
- Participated in the recruitment process by interviewing potential candidates for vacant positions within the team.
- Collaborated with other departments such as housekeeping or engineering when necessary.
- Made reservations for spa treatments, restaurants and golf tee times.
- Placed orders for and picked up flowers for guests.
Encargada De Área Club Vacacional
Real Club The Royal playa del Carmen
Playa Del Carmen
05.2005 - 03.2017
- Responsible for Check in - Check out of guests, as well as collection of charges with bank terminal and cash.
■ Administrative cuts.
■ Personalized attention to members, achieving improvements in their membership.
■ Identification of opportunities for improvement and problem solving. - Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
Education
GED -
INTEC
Ciudad De México 01-2024
LISIEUX - Diploma in Thanatology
VERACRUZ03-2024
Skills
- Head of the department
Concierge, with extensive experience in
hospitality industry I contribute 19 years
of experience coordinating personnel and
tasks in the Concierge area
effective, providing the best care to
client with a warm and decisive profile
I want to contribute to a company
committed to quality of service
Languages
Spanish
First Language
English
Intermediate (B1)
B1
Timeline
Concierge
Wyndham Alltra Playa del Carmen
06.2022 - 06.2023
Concierge
Ocean Riviera Paradise
08.2021 - 12.2021
Concierge Supervisor
Princess Riviera Maya
12.2017 - 02.2020
Encargada De Área Club Vacacional
Real Club The Royal playa del Carmen
05.2005 - 03.2017
GED -
INTEC
LISIEUX - Diploma in Thanatology
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