CINTHIA NOELY CASTAÑEDA ACEVES
QUINTANA ROO
Summary
Helpful professional with drive to provide remarkable guest service. Outgoing personality with dedicated problem-solving and understanding of importance of corporate branding. Excellent team leader consistently achieving and exceeding corporate goals for revenue generation and capacity. Guest-oriented hotel manager offering more than 7 years of experience in hospitality and tourism industries. Self-starter providing valuable service to clients and tourists. Successful management background at reputable hotels and resorts. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
HOTEL MANAGER ASSITANT
PLAYA ARENA HOTEL
09.2023 - Current
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Regularly analyzed guest feedback data to identify and address areas where improvements could be made, resulting in consistently high customer satisfaction ratings.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Conducted regular staff performance evaluations, identifying areas for improvement and providing constructive feedback.
- Increased guest satisfaction by implementing innovative customer service initiatives and staff training programs.
- Provided exceptional service and assistance to guests upon check-in.
- Offered appropriate reservation options based on expected attendees when coordinating events.
Receptionist
PRIVILEGE ALUXES ISLA MUJERES
11.2018 - 09.2023
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Corresponded with clients through email, telephone, or postal mail.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Maintained confidentiality of information regarding clients and company.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
- Facilitated clear communication between staff members by distributing memos and announcements in a timely manner.
- Collaborated with management to improve internal processes and procedures for better workflow optimization.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Hotel Front Desk Receptionist
MIA REEF
12.2015 - 05.2018
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled cash transactions accurately, ensuring proper accounting procedures were followed daily.
- Resolved guest complaints diplomatically, maintaining both guest satisfaction and hotel reputation.
- Maintained an organized front desk area that contributed to smooth operations and professional appearance.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Introduced customers to resort amenities with pleasant and helpful demeanor.
- Developed and maintained positive relationships with guests for satisfaction.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Monitored staff performance and provided feedback and guidance.
Dolphin Trainer
DOLPHIN DISCOVERY
01.2013 - 12.2013
- Educated guests about dolphin behavior, physiology, and conservation efforts through interactive presentations and demonstrations.
- Worked closely with marine mammal specialists to develop comprehensive care plans that addressed the unique needs of each individual dolphin.
- Observed animals and reported abnormalities to supervisor and team.
- Collaborated with veterinarians to ensure optimal health and well-being of dolphins through regular check-ups and proper care.
- Conducted thorough assessments of individual dolphin progress, adjusting training methods accordingly to maximize results.
- Conditioned new behaviors and maintained existing behavior criteria.
- Assisted with the successful rescue, rehabilitation, and release of injured or stranded marine animals as part of a dedicated team.
- Observed animals closely to understand individual needs and behaviors.
- Kept animals stimulated with variety of enrichment activities.
Education
Bachelor of Tourism Studies - Tourism Management
UNIVERSIDAD DEL CARIBE
Cancún, Quintana Roo, Mexico12.2017
No Degree - Tourism
COLEGIO DE BACHILLERES
Isla Mujeres, Quintana Roo, Mexico08.2015
Skills
- Guest complaint resolution
- Guest services management
- Guest Relations Management
- Cash Handling
- Staff Training
- Hospitality
- Outstanding communication skills
- Staff Supervision
- Reservations Management
- Telephone Etiquette
- Employee Development
- Talented leader
- Community Relations
- Training and mentoring
- Guest experiences
- Guest accommodations
- Customer Service
- Hotel operations
- Teamwork and Leadership
- Guest Services
- Front Desk Operations
- Operational Efficiency
- Group Bookings
Accomplishments
- Supervised team of 7 staff members.
- Resolved product issue through consumer testing.
- Carefully mentored newly hired employees on customer service techniques which helped improve focus on guests and visitors.
Additional Information
I'm a prepare woman who wants to keep growing by working and exploring a new part of an important job. I been doing another extra services during my career, ans supervising, helping and supporting the staff. I am a woman who would like to keep proving her self she is more than prepare to whatever is coming.
Languages
English
Advanced (C1)
Spanish
Bilingual or Proficient (C2)
Timeline
HOTEL MANAGER ASSITANT
PLAYA ARENA HOTEL
09.2023 - Current
Receptionist
PRIVILEGE ALUXES ISLA MUJERES
11.2018 - 09.2023
Hotel Front Desk Receptionist
MIA REEF
12.2015 - 05.2018
Dolphin Trainer
DOLPHIN DISCOVERY
01.2013 - 12.2013
Bachelor of Tourism Studies - Tourism Management
UNIVERSIDAD DEL CARIBE
No Degree - Tourism
COLEGIO DE BACHILLERES
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