Ma. De La Luz Arcos Nava
Acapulco
Summary
Professional with strong experience and readiness for hospitality role. Skilled in providing exceptional guest services, problem-solving, and managing requests to enhance guest satisfaction. Known for effective collaboration with team members to achieve outstanding results and adapt to changing needs. Expertise in communication, organization, and personalized service, ensuring seamless and positive experience for all guests.
Overview
11
11
years of professional experience
Work History
Concierge
Mundo Imperial
12.2018 - 11.2024
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Facilitated smooth check-in and check-out processes, minimizing wait times and improving guest satisfaction.
- Provided language translation services as needed, easing communication barriers for international guests.
- Responded to guest inquiries and complaints, resolving issues to maintain high service standards.
- Upheld hotel policies and procedures by providing high level of customer service.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Reservations Agent
Las Brisas
04.2014 - 10.2018
- Managed high call volume with exceptional attention to detail, resulting in fewer booking errors and cancellations.
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Enhanced customer satisfaction by efficiently handling all aspects of the reservation process in a timely manner.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
Education
Lic. En Turismo - Turismo
Universidad Autónoma De Guerrero
Acapulco2021
Skills
- Highly adaptable
- Strong work ethic
- Effective problem solving
- Proactive attitude
- VIP service
- Outstanding customer service
- Issue troubleshooting
- Team collaboration
- Multitasking and organization
- Decision-making
- Vendor interaction
Customer service
Languages
Inglés
Advanced (C1)
Francés
Básico
A2
Español
Bilingual or Proficient (C2)
Accomplishments
- Assisted with creating innovative engagement proposals that were memorable to couples and loved ones.
- Created continuous revenue streams for the hotel by promoting an array of services to guests and clients including spa, salon, upscale restaurants and the casino.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Concierge
Mundo Imperial
12.2018 - 11.2024
Reservations Agent
Las Brisas
04.2014 - 10.2018
Lic. En Turismo - Turismo
Universidad Autónoma De Guerrero
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